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Grimmeister
Level 1: Cadet

Samsung Galaxy Note 4 losing cellular network

Hi,

 

Got a bit of an issue I would like to see if others have had the same problem? I have recently upgraded to a Note 4 and re-contracted my plan to get the handset. I have had it since Saturday just gone (15th Nov 2014).

 

I have found when I have the phone set to LTE/WCDMA/GSM (AKA 4G as preference) the phone will drop it's cellular connection and not reconnect. If I set the phone to WCDMA/GSM (AKA 3G Only) it remains connected all the time.

 

So steps taken so far:

  • Returned to shop and reburnt SIM Card.
  • Tested with and without Bluetooth / Wifi Enabled
  • I have the S Charge cover so tested with and without this on
  • Checked settings to make sure something wasn't wrong
  • Reset phone and tested with no settings enabled apart from factory default (e.g. no GMAIL account / Samsung Account or restore in any way so vanilla start up.

 

Non of these make any difference to the status. It is like the phone cannot switch between 3G and 4G, if it tries it will disconnect.

 

Before anyone says it's the service in the area, I have had a Samsung G3 and a G5, I also have a Note 10.1 and none of these devices have ever had this issue disconnecting or switching between 3G and 4G. The only difference I can sumise is the Note 4 has support for 4GX or 4G Cat 6 over the older devices that only support 4G cat4 spec.

 

The only fix is to switch the phone to 3G only and that p........es me off as I am paying for premium network with Australia's premium telco so I will not accept switching a phone back to a slower speed as a "fix" to the issue.

 

Has anyone else experienced this issue or have any ideas as to what the problem may be? I have spoken to tech support and was advised to take the phone back to the store which I did in the first instance??????

 

Further to this I found the phone on demo in the store had the exact same issue?????? I do not think replacing the phone will fix the issue.

 

Any ideas much appeciated.

 

Cheers

 

Grimmy

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46 REPLIES 46
beetle84
Level 15: Special Agent

Re: Samsung Galaxy Note 4 losing cellular network

Sounds like samsung havent changed at all
Grimmeister
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network


beetle84 wrote:
Sounds like samsung havent changed at all


 

 

Thanks Beetle, very helpful.

beetle84
Level 15: Special Agent

Re: Samsung Galaxy Note 4 losing cellular network

Anytime, by the way, a 2 second google search turned up a way to reset the data netwotk settings, type ##scrtn# (in digits maybe? It didnt specify) in the dialler and press call. That was for a sprint US spec N4. See if that helps.
If not you may have a fault in the phones antenna, or the bits that handle the 4G. im leaning towards a firmware issue as the demo phone has the same problem.
Level 20: Director

Re: Samsung Galaxy Note 4 losing cellular network

Hello,

 

Thanks for the reply beetle haha that wasn't so hard was it Man Tongue

 

It does sound like a firmware issue however I haven't seen any other people complaining much about this unless someone proves me otherwise.

 

Hope you get it sorted it out OP and the Note 4 is a awesome mobile.

 

Thanks.

Stevo23
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I am having exactly the same issue. The connection drops out when on the 4g but works fine on 3g. Really annoying as this is not what I paid for. I'll be following this post and very interested if someone has a solution to this issue. I really dont want to have to take it back to telstra though.
bobneurone
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I experience the same problem in France with my Note 4 acquired one month ago. I periodically loose network while the signal strength display several bars... really weird. the only solution i found was to switch back and forth to airplane mode to recover the connection. Android version is 4.4.4.

Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

Hi all,

 

These issues certainly aren't good to hear about. Have you all tried factory resetting the handset to see if it helps? Are you finding that this issue occurs wherever you go or just in certain locations?

 

@bobneurone It may be an issue with the network which you are connecting to. Have you tried manually selecting a different carrier in France?

 

-Matt W

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dennislui
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Yes I am also having the same issue with my note 4. I travel to melbourne cbd everyday. Most of the time when i get in and out of the city loop, i will loose network but while my phone indicates i have a couple of bars of signal. I have to switch it back and forth between air plane mode in order to resolve this. Very annoying as you would not know until you need to use the network. At times i have callers who could not get through and i have no idea that i am not connected to the network for several hours.
thebigE
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I have this very same issue having concurrently switched to both Android and Telstra so difficult to differentiate the issues. I lose service multiple times per day and am fascinated that with our combined wisdom and experience, and technical support the issue doesn't seem to be able to be resolved.
Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

I'd suggest trying to factory reset the handset to see if it helps.

 

-Matt W

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xavwar
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Unfortunalty i am expieriencing the same issue with the note 4 constanly dropping network. 

 

The note 4 for a work supplied i also have a htc one m8 that i carry around with me also on telstra and i dont experiencing any issues with the HTC.

 

We have one other user at work who is using the note 4 and not expericing the same issues other than a very rare drop out.

 

i just installed a system updated to 4.4.4 and i will do a factory reset and see how i go.

RachaelP
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I am having exactly the same issues. I can be on a call one minute, hang up and then suddenly have no network with the circle line symbol showing. has happened 5 times today and I have not moved from my office.

 

 

AlexYarra
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Same issue here in inner Canberra HTC One M8.  I have just switched back to G3 to see if that helps.  Lady in Telstra store gave me new sim, but no change.

 

Problem only started a month or 2 ago.

 

Factory reset = huge hassle but no guarantee it will fix problem.

Miss_Jes
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Hi All

Same problem here. I have new Note4, provisioned by Telstra, new service, new SIM. I get 15 minutes of service, before I lose Network Connection and have to reboot phone before I get signal back again, If I keep phone active, (i.e. send a text every five minutes, then it stays active on the network.

Putting an Optus SIM in the phone, it has no issue. Putting my Telstra SIM in another phone, I have no issue with the SIM. I've factory reset the phone, there is no issue with the SIM provisioning. I'm wondering if I need a particular 4GX SIM?

Jes
magdy9
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I am also having the same issue. My note4 constantly drops calls and internet connectivity. Its not due to poor coverage as i never experienced this issue with my previous phone.
theguru1
Level 2: Rookie

Re: Samsung Galaxy Note 4 losing cellular network

I had the same issue with losing internet connectivity.

 

I have discovered that it is related to the APN settings that are posted above. If you use those then it will drop the data connection. I have reverted to the default APN settings that were on the phone and haven't had this issue since.

 

Hope this helps.

 

Michael

njwr1974
Level 2: Rookie

Re: Samsung Galaxy Note 4 losing cellular network

I have the same issues with the note 4 since january.
just drops out all the time.
I have 4g one minute then nothing the next 2 feet away.
its got to the point that i have to stand at the end of my drive way just to talk on the phone.
i have never had issues with any samsungs at the same place for the last 4 years and that includes vodaphone and optus and the last few years telstra.
its definitely the note 4. Even tried it with out the cover on and still issue.
whats the fix telstra?
50opd2j
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I have the same problem bought the note 4 from telstra and it constantly drops out and runs for days withour service, seems all the note 4's from telstra have the same problem

njwr1974
Level 2: Rookie

Re: Samsung Galaxy Note 4 losing cellular network

does any one knoe how to fix it or are we stuck with a dud.
njwr1974
Level 2: Rookie

Re: Samsung Galaxy Note 4 losing cellular network

Ok so this morning I am on a call battling to get single any where on my property and the moment I hang up it goes to 3g then 4g within seconds its ridiculous.
Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

Hi njwr1974,

 

Do you have this issue in multiple locations or just your home location? It may be the network in your area and not the actual handset itself causing the issue. 

 

Have you tried factory resetting the handset if you're having problems in all locations?

 

-Matt W

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930
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Having the same issue - phone will intermittelty loose signal and often has bluetooth issues. I've tried all the fixes, and you are correct there aren't many out there with similar issues, I thought i was alone till I stumbled across this.

 

I actually think it's an issue with the telstra installed software which creates a conflict with the android IOS.  I have removed all I can, but it still loads with Telstra logo etc so there must be some aspects I can't remove.  I want to try a total wipe- removing every bit of the telstra software... Peeps from Telstra is this possible?

Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

Hi 930,

 

Officially no, you cannot remove the Telstra software. Doing so will breach warranty on the device if you choose to go down this path.

 

-Matt W

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Drewwarner
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I have been having the same sort of issue these last few weeks on my Note 4. On 4G fine while surfing the Web or apps, but the second I make or recieve a call it drops to H+. Have tried soft resets, hard resets, signal boosters but no joy. Hoping I didn't change from Apple for this.......
mosti5161
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

This is definitely an issue with telstra and galaxy note 4's and note edges.

My note edge is 22hrs old. Yes, 22hrs old.

I paid a whopping $511 to buy out of my 10month old plan to upgrade to a new 24month plan with the note edge. I will be paying a premium price at $110/mth (optus offers smiliar package for $20/mth less). I've been a telstra customer for 10years and know that no other network provides the same amount of coverage, thus why i choose to pay the premium price. Example being, I worked at mt hotham last snow season. Telstra customers were the only people with constant reception on the mountain. You could tell when someone wasn't with telstra as they would walk around holding their phone up in the air squinting into the sun, trying to get just that one bar to send a text.

Anyway, I purchased this plan/phone at melbournce CBD at telstra on bourke street. Took the sim out of my s5, placed it into the note edge. Booted, signed into my google/samsung accounts and was good to go. Sent my first text message on my new device, still in melbourne CBD and off I went.

 

Several hours passed and I had not gotten a reply. So i sent another text. I immediately noticed something odd. When I pressed send, my message sending indicator spun endlessly for a good 30seconds, all whilst my phone showed full bars on 4g, and then stopped and said "sending failed". It then went from Full 4g service to no cellular network. Not 3g, not roaming...I had nothing. 0 cellular network. I tried sending more messages and instant fails. I rebooted my brand new note edge and to my suprise received 4 text messages. They only just came through? But my phone had been showing full 4g the whole time? Quite odd I thought. 

I decided to let it be and wait till I got home. Figured I must have done something wrong when setting up the phone and wanted to start over again.


When I got home, I factory reset the phone and started fresh.

Once the phone was all setup and ready to go, I looked up top right, noticed full 4g bars and sent a text message. Text message sent instantly. Awesome, all is fixed! WRONG!.

 

Again, I went for a long time without a text. I continously checked my network which was still showing 3-4bars on the 4G network. "Is this person pulling me leg?", I thought to myself. I opened up my messages, wrote a text and pressed send. Message sending indicator began to spin and spin and spin and spin wtih no end. Eventually, I received a "sending failed" and then a complete loss of cellular network, the circle up the top with a line through it.

I rebooted the phone, full 4G network showed and I received text messages. Wtf is this? I became frustrated. I sent a text. It worked, I then sent another text immeditaly after...message indicator spinning spinning spinning spinning, sending failed and loss of cellular netowork. I turned flight mode on, turned it off, full 4G, attempted to send message, it worked...sent another...loss off network again.

I thought my phone was broken. Never had an issue with telstra service before. And then when i googled, I stumbled across this thread. Many people experiencing the exact same issue and only with TELSTRA.

Now, I refuse to pay a $110 premium price for a pretty well unusable network. First I demand an explanation. Second, I want a resolution.

EDIT" Currently quing for live chat support. 1hr so far and waiting. That's fine, been able to do things while waiting etc. Better then holding a phone to your ear lol.

I want to bring this to telstra's urgent attention. There is a major fault going on here. With my chat to a specialist I hope to etiher have a resolution or a credit towards my monthly bill if they have to spend time finding a resolution. I should not have to pay premium dollar for a service which isn't being received. If these things can't be provided, I want a contract termination, where i will bring the product back to store and they can release me 24hrs into my 24month contract. I will get the handset from optus with a $20/mth less price tag and know I won't have any issues. My brother has the note edge on optus and we live in the same house. He has no issues.2

Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

Hi Mosti5161, 

 

Definitely not what we wanted to hear about your new service. 

 

How did your chat with Live Chat go? 

 

-Patrice 

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mosti5161
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Hi patrice,

I've been left completely unsatisfied. I understand that the only thing the tech support rep can do is run through the basic diagnostic practice etc. To sum things up short, we established there is an issue and the phone was dropping cellular network. We also established my area is 4GX capable.

I was then told that there were shortage issues within the area ranging from 2G to 4G. This is what left me irritated the most. There are no shortages, and if they were, they aren't affecting the network. I still have my galaxy s5 which is 4g capable. When i pull the sim from the note edge and place it in the s5, i have full bars on the 4g network and sent multiple texts without having my network drop. Put the card back into the edge and it drops as soon as i send 1. I did this multiple times whilst talking with tech support. How can you tell me the issue is with shortages in the area? Lol. Ridiculous.

After arguing and being told we can't go on with diagnostic testing due to these shortages possibly being a factor (ridiculous), i decided to drop it as it was wasting my time. I asked to be transfered to the billing department.

This is what completely annoyed me. I was connected to a "Darwin Paul". Now I know these names are most likely fake and you can only identify someone with their employee id (ashame I don't have it), but this person entered the chat and did not greet me. I waited several minutes for some sort of communication and received nothing. So i began with giving my account info and a description of my problem.
"Darwin Paul's" response word for word (bare in mind this person hadn't even greeted me yet). "You bought this from a telstra shop yeah?" "Bring it to them and have them look at it".

My enquiry with the billing department was to discuss payment of my plan as im not happy with paying for something I'm not receiving. This person was rude and did not help in the slightest. I will provide a screenshot of the saved pdf of the chat session when I am back on my computer.

I will be visiting my local telstra store tomorrow and after showing that my network (or phone) isn't working properly, i will demand a straight swap over on the spot. I will be testing the new handset before I leave the store. If the handest drops cellular network, are we right to assume this hardware is also faulty? Will I then be allowed to go through edge after edge after edge before I find one that works? Or can we assume this to be a fault on telstra's end?

Basically, i aim to have this issue resolved tomorrow. Whether that be via a swap over (and the new handset works) or a contract termination, which I will not be paying any cancelation fees. Worst case scenario I will take this up with the ombudsman. I've done it in the past with an old isp, it's not pretty but you get a sure result, especially when you know you are being unfairly dismissed.

(This post was posted from my s5 on the supposedly 4G outage in my area haha)..
Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

Hi Mosti5161, 

 

I have flagged this with our mobile team to look into tomorrow for you to see if they can offer any further assistance with this when they are back in. 

 

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Nicko1
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Same issues. Bought jbhifi. Constant issues with connection. Just got phone back from being repaired which involved new motherboard etc. And issue persists. I have tried sim on the loan phone they provided S3 no issues for the whole time. I think as a couple have mentioned it is an issue with the preinstalled telstra software...ive got no option but to go back to jb and try and get it fixed. I have looked through the net and cant find any non telstra users with similar issues . Apart from that love the phone
Freeride
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I have the same issue. Phone isn't even 3 days old.

 

I have done factory reset etc. SImply not good enough to constantly switching phone from flight mode and back again to gain a  connection for 5 minutes before it drops out again. We have full 4g access here, no issue on our S6 or S5 work phone.

 

I will be returning this to the store and will be expecting a full contract cancellation.

websupportguy
Level 2: Rookie

Re: Samsung Galaxy Note 4 losing cellular network

I must say I'm surprised (perhaps shocked) to come here and find that 12 months on the same issues are still being complained about and no-one at Telstra seems have any idea why it's happening.

 

For the last 10 years, I have taken the bus from my home at Bellbowrie in Brisbane's west 22km into the city and back each day. Over this time I've had an iPhone 3, an iPhone 4, an iPhone 5 and now my Samsung Note 4. The service to our area has been improving and generally the areas where dropouts occur are well known.

 

But since I got the Note 4 I've discovered whole new "blackout" zones where the signal will drop out completely every time, without fail, and for up to a kilometre at a time. I've also discovered "brownout" zones where signal may or may not drop out, but will fail more often than not.

 

I could possibly understand if these zones were all in semi-rural areas, and one of them is (Moggill Road at Pinjarra Hills). But one of the worst "blackout" zones  is in Chapel Hill near the freeway off-ramp, just 7 km from the CBD! What the...??? If the bus stops at the traffic lights there, I can be guaranteed of "no signal". A developing "brownout" zone is at the ICB end of the new Legacy Way Tunnel, just 3 km from the CBD. And another is on the Northern Busway at Victoria Park Golf Club, just 1 km from the CBD!

 

Yes, I have reset my phone to factory defaults and it does not fix the problem. I perceive it is worse since the Lollipop upgrade, but I can't be sure (the inner surburban dropout zones only appeared after the update).

 

What gives Telstra? Will it take a class action to get you off your corporate arse?

 

PS: Here I am sitting in my office on the 3rd floor in Ann St in the CBD staring out the window at the Telstra building and I have 2 bars of 4G signal where before I would have had 5 bars. Hows the Note 4 signal in your offices, Telstra????

sigmacom
Level 2: Rookie

Re: Samsung Galaxy Note 4 losing cellular network

I purchased a new Note 4 yesterday. I also have the issue. I found that if the phone is not connected to a Wifi network ie there is constant activity on the Mobile Data 4G connection the problem does not happen. Once you connect to Wifi it's only a matter of time before it drops off the network.

 

Interestingly if someone tries to call the phone once it has dropped off they either get an engaged signal or nothing at all! Despite me having voicemail setup! My SIM came from a perfectly-working Note 2.

 

I tried calling technical support and after trying irrelavent things they told me to take it to a Telstra store!

 

I know this is not a solution - but given Telstra has abndaoned us on this one has anyone tried flashing a Vodafone or Optus ROM to see if they have the issue (still use on theTelstra network)?

 

I vaguely remember this issue happening with Telstra in the first months I owned a Note 1 - but they then released a patch to fix it.

Cassyb
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I too am suffering this network issue. I received no calls or texts for three days as my network was simply non existant. I am able to send messages and make calls with no issue, but it's like the network only kicks in when I do that and is non existant at any other time. I pushed my network connection and then received three days worth of texts but now I'm worried about what I may miss if it happens again.
Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

Hey guys,

 

Apologies for the delayed response - I will have our Mobile Tech's assist with this when they're back in the office tomorrow 

Thanks 

 

 

 

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Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

Hi All,

 

If you've factory reset the handset and the issue continues to occur no matter the location you're in I'd suggest taking the handset into one of our Telstra stores so it can be sent away for assessment. 

 

-Matt W

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lyndak
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

My samsung galaxy s6 is doing this on an optus account so it is not purely a telstra issue...
DJAztek
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Created an account on this forum to post this.

I've been having this problem with my Note 4 since day 1.

I'm not on Telstra or even in AU.

I'm on TMobile in the US.

 

 

The symptoms I'm experiencing are 3 or 4 bars of 4G coverage, yet no bandwidth or apparent connectivity. It used to keep switching between 4G and 3G, but that seems to have stopped. Now it's 4G or no network. Sometimes calls drop as well. I have to reboot my phone to reestablish connectivity once it falls off the network. I stop getting email, can't maintain an audio stream at 128 kbps,  GPS keeps losing me, text and phone calls cease and I never know when it's going to happen or that it has. It's created several problems for me in my personal life due to being unavailable. 

 

I'm fed up with this $700 "flagship" P.O.S. This is the last Samsung phone that I'll purchase.

 

 

 

 

Matchstick
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I have exactly the same issue with my Galaxy Tab S T705Y LTE.

 

Both my partner and I have purchased the Galaxy Tab S this year (from different retailers) and experience a drop out with LTE to the point where the device has to be restarted in order to connect to the network again. It is extremely frustrating as we purchased these devices because they were LTE. 

 

The issue seems to be affecting many different Samsung devices, however only on the Telstra network. Other carriers do not have this issue. From my research, the issue itself is an aggregation issue with the 1800MHz / 700 MHz bands where the data connection drops out instead of aggregating the bands, causing no data coverage. Check out this Whirlpool post - http://forums.whirlpool.net.au/archive/2383669

 

  • I have tried to return the device to David Jones (where I purchased it), however they said that I needed to have Samsung repairers verify the fault.

 

  • I sent the device to Samsung to investigate - no fault found. I suspect that they did not test it thoroughly and have access to 1800MHz / 700MHz networks. Samsung were not very helpful, saying that I should try and find an app to log the drop out and show them as proof. You've got to be kidding!

 

  • I have also tried to see Telstra about this issue however the queue at the Store for technical support was rediculously long - 3 hours today. 

 

I really would like to return our devices and go back to using Apple iPads however we need proof of the issue from either Telstra or Samsung. 

 

Is there a verified tech post or note from Telstra of this aggregation issue? This is rediculous. 

 

 

 

Cdo7
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

Did we ever get an answer? My s7 is doing this but the s5 works fine. I have the s7 set to 3g only but that's hardly a solution, I want 4g
Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

@Cdo7

Have you reported the issue to the Mobile Tech Team at all?

They'll be able to escalate the issue to our Networks Team to check on the cause.

 

- Matt

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Cdo7
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

How can I contact them?
Support Team
Support Team

Re: Samsung Galaxy Note 4 losing cellular network

hi Cdo7

You can contact the mobile tech team at http://tel.st/8jgx

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crootster
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

I have the same issue these days in the network dropping out on my Galaxy Note 4

 

Cheers

 

Greg

Support Team
Support Team

Re: Samsung Galaxy Note 4 losing cellular network

Hi Crootster, 
 

Im sorry to hear that you are having issues with your Mobile service.

We can certainly assist you with this, you will need to speak to our Mobile faults team. You can contact via Live Chat here: http://tel.st/8jgx

If you took up "Stay Connected" please lodge a report here https://www.telstra.com.au/mobile-phones/plans-and-rates/stayconnected under "Using Stayconnected" or call 132200 and say "Stay connected"

Regards -  

____________________

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MRDWIRE
Level 1: Cadet

Re: Samsung Galaxy Note 4 losing cellular network

extendo

 

I am experiancing the same problem, changed sims every thing. Net work still dropping. It has become extremely frustrating. 

Telstra (Retired)
Telstra (Retired)

Re: Samsung Galaxy Note 4 losing cellular network

@MRDWIRE

 

Welcome to CrowdSupport.

 

Out of interest, do the drop outs occur with another type of phone?

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