HELP! Galaxy S6 keeps losing data connection

[grandcanuck]

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.

[vzw_customer_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 <

[vzw_customer_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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[mama23dogs · Accepted solution]

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.

[grandcanuck]

how do I go in safe mode on the S6?

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

[mama23dogs]

1. Power the phone off.
2. Turn the phone back on while pressing and holding the “Volume Down” button.
3. Keep holding the “Volume Down” button until the Home screen loads. The lower-left corner should say “Safe Mode“.

TO turn off safe mode:

1. Power off the phone as you normally would by pressing and holding the “Power” button.
2. Choose “Power off“.

[will1663]

you fix the wifi problem too plz

[will1663]

can you**

[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.

[mama23dogs]

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  

[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. 

[vzw_customer_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!!

[dondon11]

I have no problem using Wifi while connected to the Network extender.   The only issue seems to be reconnecting with Verizon data network (3G & 4G) after i have been connected to the Network Extender.  I still have the issue one day, but always two days in a row.  I have not further isollated it yet.  I have tried not using android auto, but that did not correlate completely. 

[vzw_customer_support]

@dondon11

Thanks for clarifying. I want to ensure I understand clearly what you are experiencing with your Galaxy S 6 device.

Please tell me when and what point are you experiencing data connection issues? Are you experiencing problems with your 4G LTE data connection? Do you get an error message when this problem occurs? If so, what is the exact error message? How is your data connection when you’re in other good Verizon Wireless 4G LTE coverage areas? Please let me know so that I can further assist.

AnthonyTa_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!!

[DragnSlayr]

I am starting to have the same problem. Sometimes when I try to use Facebook, do an Internet search or even send a text with a picture, it won't do it. FB and Chrome will tell me there is no service. My phone also was having problems on phone calls. People who called me, or even if I called them, told me they couldn't understand me. That I sounded scratchy and far away. That was if I held my phone regularly. I would have to take my phone away from my ear and put it in front of my mouth for people to hear me. Couldn't even use my trucks Bluetooth connection, as it still sounded bad on the other end. I could hear people just fine. This has happened all over. It is not happening in just one small area.

[vzw_customer_support]

Our primary goal is to ensure that you get the best wireless experience always, DragnSlayer. I don’t see any previous post from you on this thread, please share some additional information and we’ll explore ways to resolve the issues outlined in your post.

When did signal and audio issues start? Is there any physical/water damage to your phone? ZIP code?

Please confirm your phone model.

AntonioC_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!!

[DragnSlayr]

Issues started within the past month or two. No damage of any kind. I have done a full restore on the phone, also. I live near Houston TX. I have the Galaxy S6.