S5 mini wifi connectivity problems.

[clementscastle]

Hmmmm I'm starting to hate technology.

Husband & I purchased two S5 mini's through vodafone in December. Up until two weeks ago all was well and good.

Since then - husbands has been fine, mine on the other hand is going down the toilet soon.

The main problem seems to be when trying to connect to wifi at home. It drops out around three times a minute stating that the wifi signal isn't strong enough to connect. We know that isn't the case as husband sits right next to me on his same phone and its connecting fine. It was also switching it's self off and restarting once a day as well. Also had frozen a couple of times too.

This is what we have tried so far to rectify:

Last week took in into our VF local store who sent it off for repair. (no courtesy phone, yeah thanks for that)

Yesterday I collected it. haven't really had it long enough for it to freeze or reboot itself so hoping that's fixed but the wifi connection issue is still there if not worse. 

The next things we have tried are:

I have swapped phones with husband - Its still dropping the wifi on mine only. This points to the possibility of being the SD or sim card. Took out the SD card, still doing it. Took out the sim card and its working absolutely fine. So assuming that the sim card is the reason, went back to the VF store again today to sim swap.

Its not that. Its still doing it. 

Having just joined & checked through this forum, seems I am not alone, so have just tried a few other things just to see if it helps figure out what the hell is wrong with this bloody phone!

Turned off mobile data. wifi connection works fine but not really any good as I don't want to switch off the mobile data as defeats the point of having a mobile.

Just trying switching off the smart network switch which does seem to be working so far but why is it only now, two months into owning the phone has it decided to start doing this? I can't honestly say I saw an update that could have been the culprit but I'm guessing that's the case.

I've also copied this below to see if that helps to get any help in fixing this because if it can't be, I want to cancel the contract and I'll go back to my old phone.

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?

This is only happening at my home location because I only tend to use wifi at home.

 2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? If you don't want this showing on the eForum, add it to your profile here. Its not a network issue.

3) Does the issue occur if you try your SIM card in a different phone?

Yes, swapped sim into husbands new S5 and it's still doing it.

4) What errors are seen or heard when the issue occurs?

Wifi symbol disappears - network appears (ie G - were in a pants area)

5) Does this happen on 2G, 3G, 4G or all?

Hard to say as our area only shows 'G'

6) When did you first notice this issue?

2 weeks ago. 

 7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

Technically its intermittent as its only when I'm at home. 

So, please tell me if this doesnt make sense!

Thanks

H

[Retired-Matt_B]

Hi @clementscastle,

When I read the first few sentences of your post, I immediately thought of the Smart Network switch feature.

If the 3G/4G network in your area, could potentially provide a better connection than your home broadband, it will switch automatically.

I'd recommend keeping the feature off, as this seems to have resolved the issue.

The template you've provided is for Vodafone network faults. This is related to your Wi-Fi, as such it's not relevant.

Thanks,

Matt

[clementscastle]

Many thanks for your reply Matt. Yes, I agree that switching off the smart network switch seems to have cured the problem but I must disagree that it's because the 3G signal is stronger. *laughs at even the thought of 4G*

My question to you now is if this is a signal problem, why is it only the one S5 of the two we bought that does it? Also why now after two months working fine?

Surly this points to a fault on the phone? Be it software or hardwear?

Your thoughts would be gratefully appreciated!

Thanks
Heidi

[Retired-Sarah]

Hi @clementscastle

If you think this’s more a fault with the phone, take a look at our repair information available.

Thanks,

Sarah

[clementscastle]

Thank you Sarah but it's already been in for repair.

Next?

[john2015]

I have a S5 on contract, experiencing similar issues.

Had the auto system upgrade notification in the last 3 weeks, selected yes to upgrade to the more up to date Andriod Operating System.

Handset was set to switch automatically between WiFi @ home and mobile network when out since I had the handset; was working seamlessly with no issue UNTIL the system upgrade.

Now whenever I'm browsing or indeed checking my mail at home, the message "connected to your BT....." appears, with the Wi Fi connection logo appearing on the top of the screen every so often. This indicates that the handset is NOT connecting to the Wi Fi when it detects my home Wi Fi.

The OS is constantly disconnecting and trying to connect to the Wi Fi signal. Why this is I don't know.

Have checked, IT IS the issue of the OS of the newly upgraded OS as my other devices connect to my home wi fi fine with no issues.

Friend at work, also has an S5 on Voda contract, he too is experiencing the same wi fi connection issues at home after recent OS upgrade.

This seems rather ridiculous, considering how many people own the same handset and having had the system upgrade recently.

Voda & Samsung - PLS SORT THIS OUT!!!

[clementscastle]

Adding to my previous reply (and thanks to John for confirming that the issue is an upgrade in the software)

Vodafone, could you please try to explain why that when I swapped my sim card into my husbands identical S5 that it was still ME in the new phone that's getting the issue and not him?

Sorry, I am not happy with the 'fix' of turning the smart switch off every time I want to stay connected to a strong wifi signal.
I would like to know how I can return this Samsung phone, thankfully I still have my old phone and cancel the contract and go back to sim only that I was on before. I've never had an issue with that and would like to return to it.

Please let me know the best way forward.

[Jenny]

Hi guys,

@clementscastle – If your husband’s phone isn’t having the problem, check if he’s on the same firmware version as you.

If he is and he’s not having the same problem, you could try backing up your phone and doing a factory reset. Some people find this fixes any new issues following a firmware update.

@john2015 – Please also try the factory reset, making sure you back everything up first.

Thanks,

Jenny

[clementscastle]

Hi Jenny,

Both the phones are on the same latest firmware, both have been factory reset (we had to when we swapped to change them over) also the initial phone I had - that husbands got also was factory reset when it went in for repair.

Yet still I'm the only one who seems to get the issue.

Help!

[john2015]

Hi

@Jenny / anyone @ Voda's Tech Team

Whats the best way to back up my phone before attempting the Factory Reset?

Thks.