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Galaxy S21 dropped calls works on wifi mainly that is all

Md74

Anyone else have the problem with Galaxy S21 Ultra dropping calls, cell working intermittently etc? My wife has been on tech support three times. They ultimately send her to a store and the store tells her the problem is the network and call tech support. The first actually told her to update our plan so we did. Samsung has also troubleshooted the issue and said it is a Verizon problem which I would be skeptical except the Verizon store people say the same thing. We have been with Verizon for 20 years and I’m about ready to leave for a better customer experience. Any ideas? One store person said this is a known issue and they should replace the phone but Verizon tech support won’t do that.

Comments

Verizon_Support

We're sorry for the issues you're having with the service. Has there been any changes recently to the account? Is there any physical/liquid damage on the device?

~Ivone

Md74

We updated the plan that is all, there are no physical marks, water, etc. three times we have taken it to a Verizon store and each time they said the phone is fine. Samsung said the same thing. It’s not that old, maybe a year? We added the phone to the plan last year it looks like, didn’t have any issues until a few weeks ago.

Md74

Well she just told me there is a mark on the bottom but the people said it would not affect this. Thanks for listening in, I think we are going to look at other carriers, she’s been in the phone with support all morning, our time is worth something.

Verizon_Support

Time is valuable of course, which is why we ask certain questions to help see what's going on. If there's physical damage to device that can be seen on the outside, then there may also be damage on the inside. Physical damage would void the factory warranty, and a replacement would need to be done either under equipment protection or upgrade and getting a new device. In that case, it's a good idea to check the deductible cost, vs what might be remaining on the device's agreement. That can be done at Asurion's site: https://www.asurion.com/claims/verizon/

Luckily, we have a number of promotions going on with the holidays where damaged devices can be trade-in, and get you some excellent value off a new device. You can view all of those promotions here: https://www.verizon.com/deals/

It'd be disheartening to have you leave VZ due to the issue. We do have options for replacing the device, if you have device protection that's a definite route and there's options for trade-in and getting a newer device, with even damage devices counting for trade-in. I hope this information is helpful, and you have a good rest of your Holiday.

-John

Verizon_Support

Hello. We understand how crucial is that your device works well and would like to find the root cause of the issue. To better assist you, I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

SRM007

This is 100% the wrong answer. It is shamefull that you push the idea of a forced upgrade at cost when the issue is software related.

There are a significant number of cases where the s21 ultras are failing to maintain signal now due to the most recent set of updates. It deals with the phones now being forced to connect to 5G towers only. When there are no 5G towers available, the phone fails to connect to 4G. This was not the case....nor an issue prior to that.

These cases span the last few months (earliest I found was from July 2023 on Samsung forums). My personal experience is that for the last 2 weeks my phone has been a paperweight unless I have wifi.

Verizon_Support

SRM0007, keeping you connected is our goal and help is here. With Wi-Fi off, which signal indicator do you see on the device, meaning LTE, 5G?

-Natasha

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