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I bought a new S6 about 3 weeks ago. Two days ago it started having problems with connectivity, when I tried to restart the phone, I received an error message indicating that start-up had failed and I should use the Software Repair Assistant on a computer. I couldn't find where to download this software, so contacted the chat help service which tried to send me two links that failed, and a third link that was for the SRA for a Motorola phone (I have a Samsung). This SRA wouldn't recognize my phone. I finally realized that by plugging my phone into a computer I should be able to load the SRA from there (the chat support couldn't tell me this???). This was difficult to do because, though I had been able to get past the start-up error my phone had been working very slow, I could get no connection to the network, and it had begun randomly shutting off and rebooting every 5-10 minutes and the connection would get lost to the computer. I finally got it loaded and the SRA was apparently not compatible with the very phone I had loaded it from. Since I couldn't figure it out, I went into a Verizon Store. The representative there basically refused to attempt to help me because I had owned my phone longer than two weeks. He told me to try backing up to the Cloud and running a factory reset. Well, because of the connection issues I couldn't seem to get the Cloud app to open properly on the phone. So, I decided to just run the Factory Reset and start from scratch. Now, my phone is wiped clean and I cannot get through the set up of the phone because it won't connect to the network. What am I supposed to do when my phone fails, the customer support fails, and the last resort reset of the phone fails?
If it won't connect to the network I would try replacing the SIM card; it's how you connect to the network. Hopefully once connected you can see if the factory reset solved your earlier issues.
SIM cards are free if you go to a Verizon Corporate store.
Otherwise it's under warranty so as long as no physical or liquid damage it will be replaced with a certified like new device. You could also reactivate an older phone and send your phone directly to samsung for repair. This is the warranty process and you will not get a brand new phone as a replacement.
When you change the Card make sure it's working for you in the store. Make a call try the internet, or try using one of you Apps see how the phone does with the new Card, if any issue come up the reps can see it and take care of it..
Start a new topic or ask questions in the open forum.
