HELP! Galaxy S6 keeps losing data connection

I have Galaxy S6 which keeps losing data connection. A reboot or airline mode toggle usually brings it back. This is getting increasingly frustrated. I just rebuilt the device from scratch (factory reset) and it has the same issue. I visited the VZ store and they turned me around saying "you have to bring this up to coorporate".

Who owns this problem? VZ or Samsung?

Anybody ran into solutions who work?

I checked radio settings and everything else I could think of, even rebuilt from ground up and nothing.

Thank you.

Accepted answers

Momma23dogs

Have you replaced the SIM card, Or run in safe mode. If the problem does not occur in safe mode it might indicate a software problem with added software, virus, or a file on the device.

THe SIM card is of course how the phone connects to the network and would cause service problems if it is damaged or not seated properly. You could try reseating it yourself before considering a replacement.

All comments

Verizon_Support

grandcanuck,

Providing you with superior service is the number one priority here at Verizon Wireless. I am sorry to hear that you are having trouble keeping your S6 connected to the internet but we will work to get this resolved for you now.I would just like to clarify when you say rebuilt, has the software on the phone been altered in any way? Had there been any changes to the phone right before this started happening?

CandiceH_VZW
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grandcanuck

No changes were made before it started happening.

Please note that when the data connection is lost, the icon still reports

plenty of signal (many bars) and voice calls and/or SMS messages work. Only

data access is unavailable. My wife usually tries to toggle the airplane

mode and if doesn't work she typically restarts or powers off and powers

back on.

After it started happening, I did a "Hard Reset" (resets the phone to out

of factory state). But It is still happening the reset and restore (which

lost me a lot of wife brownie points).

We have been plagued with this for 2-3 weeks.

On Fri, Dec 18, 2015 at 2:32 PM, Verizon Wireless Customer Support <

Verizon_Support

Grandcanuck we really want you to earn those brownie points back, so lets figure out what's happening. Thank you for already completing the hard reset on the device. So we can better understand what is going on I have some additional questions. Where specifically are you losing the data connection? Do you receive any error messages?

JosephE_VZW

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Momma23dogs

Have you replaced the SIM card, Or run in safe mode. If the problem does not occur in safe mode it might indicate a software problem with added software, virus, or a file on the device.

will1663

you fix the wifi problem too plz

will1663

can you**

grandcanuck

how do I go in safe mode on the S6?

On Fri, Dec 18, 2015 at 4:59 PM, mama23dogs <forums@verizonwireless.com>

sanshie

I've been having the same issue since a software update on 12/11/15. Just had my third phone call with VW technical support. Now they're saying my phone needs a software repair. I don't trust the online assistant so I'm told to go see a Samsun rep inside of a Best Buy store. At Christmas time, great.

Momma23dogs

That is what I recommend. They saved my bacon a couple of times.

Murph28

Since this update all 3 of the S6's on my plan have been experiencing no mobile data after leaving a wifi connection. It usually will come back by toggling airplane mode. I talked to rep at the verizon store and he said it looks like a software issue and that Samsung would need to push an update. I have done a factory reset and this did not fix the issue. Who takes ownership of this problem? I am stuck paying for phones that are not working properly and doesn't look like I know who can fix the issue.

sanshie

A technie family member wiped my S6's cashe five days ago and so far that has fixed the problem. I never went to the Samsung rep at Best Buy so I don't know if that would have helped. At least this way nothing was lost that I have to reinstall. Fingers crossed.

Gdaustin

I too am having these same problems with this update. I do have a network extender, i leave wifi on. it still does it in safe mode. I have NewBoxed the phone twice Lost all my contacts.. 750+ thanks. then i found a 2year old backup on my old computer, that got me many of them. NOW cloud is backing up. so I got that going for me which is nice.

The only way to get mobile data back is to reboot. Something else I have noticed is when i have no mobile data, i get no email or texts or voicemails even if on wifi or network extender. This has been almost 30days since the update, is there a fix yet? android 5.1.1 Kernal 3.10.61. many of these versions are showing dates of ~20NOV

kjkleins

My wife and I have the exact same problem. Both have an S6 with the same issue. Countless hours with tech support, in-store , online, and phone. No one can fix this problem!! My wife gave up and bought a different phone. I'm about to take my 8 lines of service to a different carrier who will fix, or at least, acknowledge an issue.

Verizon_Support

Kevin, I know how important it is to have a working phone. Let me see what we can do about this on going issue. Can you tell me more about the problems you are having? When did they start?

RalphT_VZW
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If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

dondon11

I too have this issue and I have the network extender. I wondered if that was the issue, but now I see a lot of others have a similar issue.

Verizon_Support

We definitely want to continue to review what could be the cause of the issue. Does the issue occur when you're leaving the Network Extender area or are you having an issue connecting to Wi-Fi while connected to the extender?
YosefT_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!