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Samsung Galaxy S8 data drop out during calls

3: Seeker

I have had a new samsung galaxy S8 for about 3 weeks and have recently found that occasionally during a call my data connection will dissapear. This has mean't that google maps cannot operate as their is no data connection available to support the software. Has anyone else had this issue? It's happened twice in the last week. I'm also new to vodafone having recently changed due to signal issues where I live with my old network.

 

many thanks

 

 

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25 REPLIES
17: Community Champion

Hi @jthom189

 

I use the Samsung Galaxy s8 too. 

 

When on a phone call my internet connection remains On.

It does drop from 4G to H due to no voLTE feature yet but I can still surf internet pages Ok. 

Are you able to try an alternative phone with your sim in. 

If you have a Samsung Experience Store local they can run a diagnostic or if not then find your most local Samsung Service Location.  Link > Samsung support service location.

IMG_1084.JPG

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3: Seeker

Hi BandofBrothers,

    I have performed some basic checks by calling my personal phone with another phone and confirm the same as you my connection drops from 4G to H+ when a call is connected. I have also noticed that the issue only occurs when I am driving and using google maps as a sat nav. I have no issue with the phone call signal dropping out just the data connection. I will as you suggest try my sim card in another phone and will also look into my nearest Samsung Service location.

Thankyou for you help

 

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3: Seeker

Hi,

   I have still been seeing this issue quite regularly in various locations in the UK. Finally I have managed to try the sim in a different phone and the issue still occurs so it is definitely an issue with either the Vodafone Sim or the network. Coincidentally I have also recently had a few text messaages from my wife but my phone says they are from the origional vodafone mobile number she was given. In fact i can message het on both her old and new numbers which doesnt make sence to me.

any advise is greatly recieved as the data issue is really begining to be a pain and is making me doubt moving to vodafone as I never had these issues with my old provider 3

 

regards

 

Julian

 

 

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Moderator

We don’t want you to leave and want to help to get this resolved.

The next test will be to try a different SIM. You can get one from a Vodafone Store, or please contact us via Live Chat and we can arrange one to be sent to you.

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3: Seeker

Thanks for your help I will arange to get a replacement SIM

 

regards

 

Julian

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3: Seeker

Hi Gemma, I visited my local Vodafone store today (Preston) with the plan to obtain a new SIM.  The assistant there advised me that this issue I have reported is to do with the Samsung software used in my phone and is not an issue with Vodafone. He went on to say he had me a number of customers recently with the same issue. Something about a feature to save data. Please can you investigate this claim and let me know what you find so that I can approach this with Samsung?  What ever it is, its a pain and is getting rather frustrating. Any help you can offer is greatly appreciated

Many thanks

 

Julian

 

 

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2: Seeker

Hi, thought I'd try offer some helpful input

 

I'm thinking that during some of your voice calls, your Samsung S8 is handing over to the 2G network. That isn't a fault, it's normal to do that if the 3G signal gets low. Only 4G (with VOLTE) or 3G will allow you to have a voice call and use data at the same time. While on 2G, data stops during a voice call (I assumed a moderator would have explained this). I noticed you mentioned your previous provider is 3 and that you didn't have this problem with them. 3 don't have a 2G network, therefore you wouldn't end up with voice calls over 2G.

 

With regards to your wife recieving texts on two different numbers, that sounds like a porting issue on her phone, not yours. Vodafone also use RCS messaging services between compatible phones, so possibly something has gone wrong with that during the number change (I'm assuming your wife is also a Vodafone customer). The network your wife has ported from, has that SIM card been disconnected?. If both SIM's are still working then something has gone wrong. Hopefully another experienced member or moderator could offer some advice regarding that .

 

Hope this helps.

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Moderator

@jthom189 Has the information provided by @guy17 helped? If not, please let us know and one of the team will be able assist you further.

 

 

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3: Seeker

Thanks everyone for your help and advice it is greatly appreciated. 

 

I understand about the signal varying depending on where I am etc. The bigger concern for me is that when the data connection drops out it doesnt re connect unless i end the call. I've had it before where I've been on a call for an hour and the phone stays connected via just the 2G connection and never goes back up to 3G. i would have thought that the connection would change back up to 3G as easily as it drops down to 2G. The problem seems to occur most in the midlands area of the UK. For example I drove down to work from the Blackpool area to work on Monday and was speaking to my wife all the way and never had a drop from 3G however when driving from the Castle bromwich area of Birmingham to Coventry the signal dropped to 2G and then didnt go back up until I ended the call on arrival.  In fact in all the time I've been with Vodafone I have only noticed the signal return to 3G once and thats since i started with Vodafone in June this year. Its dropped down to 2G countless times preventing google maps from keeping me up to date with traffic info durign calls. The proof that something isnt right is that when the call is ended and my phone instantly changes from a 2G connection to a 4G connection. That cant be right surely? Finally its not the phone as I tested my sim in another samsung phone and the exact same issue ocurred. 

 

Also is it still worth trying a new SIM? My local Vodafone shop near home said it was an issue with the phone as I have reported earlier in this thread so did not provide a new SIM as suggested by one of the moderators here.

 

Thanks again for all your help and advise. if anyone else has any ideas im all ears

 

best regards

 

Julian

 

PS I have attached two screen grabs showing the difference between when I was on a call and had arrived at my destination with a 2G connection and then seconds later after the call was ended at the exact same location. its very odd indeed and is proving to be incovenient.

 

17: Community Champion

There have been a number of reports of this and (I think) if affects unbranded as well as branded devices.  That would point to an issue with Samsung firmware rather than Vodafone's iteration of it.  Whether it affects other networks, I don't know.   It seems to occur when the phone steps back from a 4G connection to 3 or 2G in order to take or make a call.   This is normal as 4G is data-only.   The phone should then hand back to 4G when the call is completed.

I haven't myself used speech and data at the same time, so can't say whether this can be done, but I can't see why it shouldn't be possible (in the same way that you can use broadband and talk on a landline).   If it was widespread across other makes/models, I'd expect to hear more about it, so it does seem to be something specific to the S8.   Is the phone dropping back to 3G or 2G, do you know?  In the latter case, the connection is usually too slow to accomodate the data requirements of current apps, so it could be that they're timing out rather than failing completely.   Again, this would not be manufacturer-specific, though.

Assuming Samsung are aware of this, I think all you can do is wait for an update form them.

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3: Seeker

Hi Thanks for the quick reply. Yes I can confirm that the phone drops from 4G to 3G during the call and then will drop to 2G sometimes depending on the area I am in. But it wont go back up to 3G automatically during the call hence no updates on google maps as there is no data availability. It will only return to 3G or 4G when I end the call and this will be instantanious.

 

best regards

Julian

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4: Newbie

All beng well there should be an update rolling out from 10/11 that may fix this issue and also bring a new exciting feature to S8 users.

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17: Community Champion

If the 3G signal is weak, your phone will drop back to 2G.  Also, 3G is a contended service so the range can contract if the cell is getting heavy usage.   Dropback under these circumstances is more likely if you're on the edge of the coverage.  I've seen it myself, though not duiring a call as I rarely use voice and data at the same time.  4G isn't contended so, once you have a connection, you should keep it, but it isn't compatible with voice, so you'll then drop back anyway and get into the realms of conention on 3G.

It sounds as though everything's working as it should, tbh.   The only issue (and the one I've seen elsewhere) is the step back up to 4G when you end the call.   It's possible that, in a busy cell, you simply can't get back onto 4G immediately.

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4: Newbie

Software update out today and brings a new feature, Who will be first to find it and enable it ? 

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3: Seeker

Just had the update so we'll see if this has made any difference through todays driving and using calls!! Fingers crossed!!

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3: Seeker

Hi All,

    I can advise that the update has made no difference whatsoever. Ah well I will keep chasing this as appart from the issue with data dropping out and not reconnecting I'm very happy with the improved phone signal at home and at work compared to my old network. Its just a shame I havent found everything I expected yet.

 

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Moderator

@jthom189 I'm sorry to hear the software update hasn't provided a resolution to this problem. 

Please can you confirm that under your mobile data settings on your phone, the 'Voice and Data' option is set to 4G? Having this set to anything less, can sometimes cause problems like this to occur.

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3: Seeker

Hi @Coleen , I can confirm my data is set to 4G/3G/2G (auto select)  add shown in the attached screen grab. Also when I visited one of your stores a tech had a look at my phone settings and couldn't find anything obviously wrong.  

 

I think I have found this issue as I use Google maps as my sat nav app and as I work away from home I spend a lot of time on my phone talking to my wife. This issue occurs primarily in the Midlands. I did contact Samsung once but can't remember what contact method I used.  I will contact then again to raise this issue add is is proving to be very inconvenient.  I never had this issue with my old provider three but changed to Vodafone as the coverage is better in my home.  

 

 thanks for your help 😀

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Moderator

Thanks for getting back to us @jthom189.

Please let us know how you get on after contacting Samsung regarding this.

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