Problems with a new S7 Edge

[scrappysphinx]

Hi all, i have just received my Contract Samsung S7 Edge from Carphone Warehouse on Monday 27th March and am having issues. I can make a call and it will be fine for about the first 10 seconds and then it will start to sound like im in a underwater tunnels and then the call drops. This has been happening on every call in multiple locations. I am slo getting very slow speeds on the 4G, typically around 5-6Mbps and videos and things are buffering during playing and quality is dropping. I have checked the vodafone coverage on the website and this is showing as fine for 2g/3g/4g indoors and outdoors in my area (NG5) so i don't understand the issue. I did have a cover on the phone but have removed it and the issues are still present. At the moment i am on the verge of returning the phone and cancelling the contract as in a week i haven't been able to use it for its intended purpose. Incidentally the only call that hasn't experienced issues was when i phoned customer service to seek advice and was told its not our problem its carphone warehouse' cause thats where you got it from.

Please help.

[scrappysphinx]

I have now been home for an hour or two and issues have arisen again.

My first call recieved lasted for approx 20 seconds and then went garbled and dropped. Since that call i have new problems too, i can now dial out (but calls fail to connect and drop), i can send and receieve texts but incoming calls are no longer working. I have tried calling my number from my home phone and i get a dead line tone. When calling my number from a friends mobile i get invalid number and the call cuts off.

The only thing that was changed is the phone by carphone warehouse and i can't believe there are issues with two handsets on the same day.

[AnnS]

Hi @scrappysphinx

Oh Dear, is only things were simple.

The first thing to do now is to get the SIM changed through a Vodafone Store and see if it makes a difference.  

It may also be worth letting the Team look into the network in your area, it's strange that the phone was working as it should be at the Carphone store and you start having issues at your home.

[BandOfBrothers]

Have you ported your own number from another network to Vodafone ? If so this could be a Split Port where all the Porting files haven't properly settled. Vodafone customer service can help with this. 

If not then as previously I'd urge you to have a sim swap done. 

[Goodsta69]

I did the same and same issueis still there but Vodafone saying it's not a known issue want rid of this phone but Vodafone will only swap for same model again which I've already done and expect me to do it everytime it happens I'm not doing that so paying for phone that I can't store stuff in because will have to swap everyday rubbish

I'm taking legal action via ofcom

[scrappysphinx]

No porting of numbers.

Basically I've been with o2 on the iPhone for a few years and upgraded to the iPhone 7 last year. The screen was damaged accidentally by my daughter and Apple wanted £370 to replace the screen so it was cheaper for me to pay an early termination fee to o2 and close the contract.

I then went online and ordered this phone and contract from the carphone warehouse but am having the issues described above. This is my first foray into the Android world and so far its not a happy experience.

[BandOfBrothers]

Ok.

To be honest I really do not think it's anything to do with the phone itself and would notmatter wether it be android or iOS platforms. 

Something sounds amiss with your Account and or SIM card. 

Cpw should look after you as your as your their Customer with Vodafone providing the network connection. 

However vodafone Highstreet Store would Sim Swap for you. 

I use a Samsung Galaxy s7 edge bought from the Samsung Experience Store aka Cpw and works just fine with my Vodafone Payg sim and others too. 

[scrappysphinx]

Thanks for the assistance I will take a trip into the local Vodafone store tomorrow for a sim swap and then proceed to carphone warehouse again if issues proceed.

[BandOfBrothers]

You're Welcome. 

Hoping for a positive outcome for you. 

Would you update your thread please. 

[scrappysphinx]

Hi, updating the thread, spoken to customer service this morning (store couldn't help) and have been told that Wifi Calling has been ordered on my phone and thats why it gives a dead tone when being called. 

I had no idea what Wifi Calling was and so googled it while on the phone and came across vodafone's page saying that Wifi Calling is only available on phone ordered directly from Vodafone. I advised him my phone was from Carphone Warehouse not directly from Vodafone and so doesn't meet the requirements for Wifi Calling and that if i didn't know what it was how could i have ordered it?

After that he went on to tell me i would need to speak to the technical support team and they would have my phone working today. After being on hold for 5 minutes he returned to tell me again that Wifi Calling had been ordered and that it would be fixed by the end of the day (basically repeating his first response). Again i told him i haven't ordereded Wifi Calling and he proceeded again to put me on hold, i then told him that he wasn't helping me and was going round in circles.

I think at this point i am heading back to a vodafone store and if i can't get a satisfactory outcome i will be returning the phone to carphone warehouse and cancelling the contract under the 14 day cancellation period.

[Becca_P]

@scrappysphinx

Thanks for letting us know the current status of this issue.

Please keep us updated with what happens in the store and if you need any further assistance after this, we'll be happy to help.