Samsung S20+ 5G Call Issues

Hi All,

Hope you are well. I have started to experience some call issues on my Samsung S20+ 5G. The issues arised about 2 weeks ago and relates to calls only - my data runs completely fine and have had no issues.

The first call I make drops out completely with all reception dropping out - the reception bar disappears and shows no reception with the circle stating no cellular reception / data (even if reception is on full bars (either 4G or 5G), the next attempt or two often drops out again and then the following attempt goes through and all calls are clear etc. This seems to also be the case for some incoming calls.

I have also tried making calls inside and outside, even near a tower and also various places around Sydney over the last few days, call issues are persistent but data has not been an issue. Tried it on both 4G and then automatic mode and also 5G.

Phone: S20 + 5G
Carrier: Optus - reception is fine, data runs quite fast at like 300 Mbps (5G).
Purchased From: Harvey Norman
Purchased: March 2020
Other Issues: Non
Dropped: Never
Case: Spigen - never had issues prior to the last 2 weeks
Software: triple checked, is updated to latest version

What I have tried so far:
1) Reset Network Settings
2) Taken Sim Card out and insert again (few times)
3) Transferred all my photos etc onto laptop and did a complete factory settings

I am now out of options and have to probably go down the route of warranty claim, I can't find anything else to do online. Just wondering if anyone has had similar issues with newer Samsung phones?

Additionally, as I have never done it before, if making a warranty claim, do I go to Harvey Norman or to Samsung?

Thank you.

Comments

  • +1

    In your Settings, go into Device Care, then click on the tab on the drop down dots on the top right corner, choose Contact Us.
    You will then have the option to contact Samsung via Chat Support. Otherwise you need to pay a visit to the store but you'll need to make a booking via the Samsung website.

  • Are you using wireless calling (is it switched on?) Have you been able to try a Telstra sim?

  • Check if VoLTE is enabled on your phone?

  • The S20 5G Ultra has heaps of known bugs.

    Not sure about your model.

    Suggest you go get a 5G SIM for it - they just came out today.

  • Have you tried turning off wifi voice calling? I think it is on by default.

    However, I'd also get a brand new SIM card too as others have suggested

    I haev a S20 5G ultra on Telstra 5G - no voice issues.

  • Thanks guys, going to try Telstra sim today and also order a new sim from Optus, I feel it could be hardware issue so will log warranty claim / service check etc I guess, just really annoying this of the year too.

    • +1

      Hi Wakanda, do you have any update on this issue? I'm having the exact same identical issue to you with Optus on my S20+ also on 5G.

      • Hi Tony,

        I called Samsung and they told me to go to Tecworks in Seven Hills. Based on their review, they had no issues, I told them I am definitely having issues so they did more testing (whether they did more testing I don't know). Anyways, they said that they did not find any faults either with Hardware or Software and they tried a few sims (mind you I tried both Voda, Optus & Telstra and had the same issues - inside and outside house).

        They sent me home and said Samsung won't do anything unless I go back with the same issue 2 - 3 times. I got home and got an Optus replacement Sim (5G version) and had full reception, data worked fine and the first call I made dropped out straight away lol - showing the circle with the line through it - then connected for data straight away. They have said to record if the issue keeps happening so now when I am dialing out calls out I am running the phone screen recorder to keep track of the times it is happening and am going to email them the issue.

        I think this is a hardware issue, the Technician said it could be a 5G issue with the phone or reception, I refuse to believe it is a reception issue as I have been outside in multiple locations with 5G full reception and had no data issues - only call issues - the Seven Hills Location only had 4G. I have tried the exact same sim in an iPhone and Oppo and made calls inside and outside and have had no issues.

        I literally just want a replacement phone or something, its ridiculous.

        Honestly don't expect a $1650 mobile phone to have such issues…..

        • +1

          I am having the same issue. Only way to fix it is to switch the phone to 3g. This is crazy

  • This seems to be a widely known issue but no fix yet, Samsung support has been quite useless from my contact with them, have been telling me to reset phone, reset network etc… done it like 5 times.

    https://eu.community.samsung.com/t5/galaxy-s20-fe-galaxy-s20…

  • +1

    Big update coming to S20 devices Monday 18th Dec. Hopefully this solves the issues. If not, I have a contact that will help me troubleshoot.

    • +2

      Update is out today - if you have an S20 handset, go to Settings, Update and it should be there.

  • I have same phone and same issue that you experiencing. i had this issue about 5 months, tried to talk to optus tech support serveal time, samsung service(worse customer ever) but nothing useful. finally i spoke to the 3 different person few days ago in optus and we both agree to return the defect phone and cancel the phone plan.

    went to optus store today and ask for new phone contract and optus sales told me there is a newer update to fix this issue.

    will never use Samsung and back to Apple.

  • All, a new update has come out today to address the rest of the dropped call and other caller cannot hear you issues.

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