topic Re: Galaxy S23 Mobile data issue in Android

Galaxy S23 Mobile data issue

Rolfd — Tue, 11 Jul 2023 16:59:37 GMT

Hi all, I've just upgraded from an iPhone on a sim only plan to a new plan with a Samsung Galaxy S23 Ultra. Every time I leave home and move from WiFi the phone refuses to automatically connect to mobile data. I can make calls no problem but the symbol for 4g or 5g doesn't appear and I get no connection to the internet. If I toggle aeroplane mode on then off it will kick 5g or 4g in and it works for a short time then disconnects again. I've tried resetting my network settings on the handset but that didn't help.

Does anyone have any ideas what the issue may be?

Re: Galaxy S23 Mobile data issue

MI5 — Tue, 11 Jul 2023 17:03:26 GMT

@Rolfd

If you had iData on your account for when using an iPhone, you need to ask O2 to remove it and revert you to standard data.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Re: Galaxy S23 Mobile data issue

Rolfd — Wed, 12 Jul 2023 15:40:47 GMT

Thanks @MI5 I've had the data bolt on and WiFi calling for Android added by the people on the online chat. I'll see if that resolves the issue!

Re: Galaxy S23 Mobile data issue

Rolfd — Thu, 13 Jul 2023 16:38:48 GMT

OK, so having online chat turn on mobile data and wifi calling for an Android device hasn't fixed the problem. So far I've reset network settings, loaded the recovery menu and delete the cache partition and tried just about anything that has been suggested by others who posted that they had this problem.

What I've noticed is if I disconnect WiFi or move away from home the phone will not automatically connect to mobile data on my o2 sim. If I change setting to use my Virgin sim the mobile data comes on straight away, change back to O2 and the mobile data doesn't kick in. The only way to get O2 data working is to toggle aeroplane mode on/off or restart the phone.

Can anyone suggest anything else to try before I initiate a return of the handset under the 14 day policy?

Re: Galaxy S23 Mobile data issue

Bambino — Thu, 13 Jul 2023 16:44:31 GMT

@Rolfd I wouldn't rely on Live Chat to do anything correctly. Either contact O2 through the social media links or call customer service on 0344 809 0202, 0800 902 0217 or 0800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

Re: Galaxy S23 Mobile data issue

MI5 — Thu, 13 Jul 2023 16:49:49 GMT

@Rolfd

I'll ask @O2Emma to take a look at your account settings for you.

Re: Galaxy S23 Mobile data issue

jyloox — Fri, 14 Jul 2023 20:39:14 GMT

I don't have a solution I'm afraid. Just sharing that I'm having the same issue and what I've tried (none of which has solved the problem so far). I've reported all of this to O2 Customer Service but been fobbed off with there being an issue with my local cell site (which I've now had a text saying has been resolved) even though I told them it happened in multiple locations including several hundred miles from home. I don't believe it is related to WIFI or the phone hardware for reasons I will explain. In terms of hardware I've had 2 different S23 Ultras and had the same issue with both so I doubt it is "faulty" hardware. Also I am currently using a Lebara SIM for my mobile data connection and that has no issues including when moving from WIFI to mobile data and back.

I have tried everything from a full factory reset, clearing cache, resetting network settings to getting a brand new SIM (and also trying an eSIM) and nothing changes the outcome. My non scientific testing suggests to me it related to when my phone moves between cell sites. If I have a mobile data connection and stay in one place, mobile data will stay connected just fine including when I use WIFI and then turn off WIFI. But as soon as I move locations then I lose mobile data and I can only force reconnection, as you say, by either flight mode on/off or switching on/off but not just switching between SIMs.

I have never had or used my account with an iPhone so my initial conclusion is either that there is something in the S23 Ultra firmware that doesn't play well with the O2 network (but which doesn't impact a Vodafone/Lebara connection?!) or something in the way our accounts are set up on O2 that is causing an issue.

@O2Emma- any chance someone could look at this please and discount an issue with our accounts?

Thanks

Re: Galaxy S23 Mobile data issue

Rolfd — Sat, 15 Jul 2023 23:35:45 GMT

@jyloox it's interesting to see that you have almost identical issues. I've managed to get someone on 202 who has sent the query off to a technical team to look at my account and check things from their end. I'll let you know if they come back to me within the 5 days they said it could take.

Re: Galaxy S23 Mobile data issue

Rolfd — Tue, 18 Jul 2023 16:42:02 GMT

@jyloox Well I got bored waiting for o2 to come back to me with a possible resolution and no mods/staff from here got back to me after @MI5 tagged them, thanks for that by the way, I appreciate the help. The issue still persists so I called 202 and am returning the S23 Ultra and Galaxy Watch 5 Pro. I really liked the phone but the constant toggling of aeroplane mode to get a usable connection was far too much hassle. I missed many notifications, some from my bank due to forgetting to toggle aeroplane mode to get the connection running.

Re: Galaxy S23 Mobile data issue

jyloox — Tue, 18 Jul 2023 17:29:49 GMT

Sorry to hear you got no help. I've only used these forums once before and the O2 people were very responsive - could be they're on annual leave given the time of year. I appreciate that doesn't help you and we shouldn't really have to resort to using this forum to get solutions from O2 of course - customer service should be able to deal with things directly. I'd probably be in the same boat as you but am just lucky I have the Lebara SIM on a very cheap deal to fall back on for the data side of things. I've seen other reports on the web that others have experienced similar issues so we're definitely not alone! If a solution surfaces I'll post it so that anyone else can see it and/or in case you decide to try again with the S23 Ultra.

Re: Galaxy S23 Mobile data issue

MI5 — Tue, 18 Jul 2023 17:46:50 GMT

@Rolfd

Sorry we couldn't but unfortunately we have lost our account advisors for a while.

O2 Support advisor update - O2 Community

Re: Galaxy S23 Mobile data issue

jyloox — Tue, 18 Jul 2023 17:54:48 GMT

That's bad news especially since O2 Customer Service seem unable to actually resolve issues! Looks like I'll have to move to Lebara to have a working data connection!

Re: Galaxy S23 Mobile data issue

Rolfd — Tue, 18 Jul 2023 18:00:29 GMT

That's a real disappointment as the account advisors were really good and very helpful. Hopefully the new people or system will be just as good. It'll be hard to match the old ones!

Re: Galaxy S23 Mobile data issue

Ofelas — Wed, 19 Jul 2023 19:31:07 GMT

I have exactly the same issue.

So it sounds like a firmware fault with the S23s? 😯

Re: Galaxy S23 Mobile data issue

jyloox — Wed, 19 Jul 2023 19:52:23 GMT

Potentially, although that doesn't really explain why a Lebara (Vodafone network) SIM works just fine? I still believe it could be some network setting on the O2 side that isn't playing nicely with the S23 Ultra. If the Vodafone network is compatible with the S23 Ultra then shouldn't O2 be able to fix something on their side (especially since they are selling the phone to their customers)? I had a call back from someone from their technical side today responding to my call about 13 days ago. He said they were experiencing a number of issues following their merger with Virgin but he is supposed to be calling back tomorrow. He suggested I tried turning off automatic network selection including 5G and restricting it to 4G or below. I said I'd already tried that too and have again today - no difference. Let's see whether anything else works when he calls back.

Re: Galaxy S23 Mobile data issue

madasaf1sh — Wed, 19 Jul 2023 20:08:48 GMT

Sounds like a load of tosh... @jyloox

As all that has happened is that the dodgy Virgin MVNO (trust me it a weird setup) is having all there numbers ported over to o2. Virgin never ran any network infrastructure, it was always someone else whitelabled to Virgin Mobile..

Just because something works on Vodafone, who have a different network configuration to o2, so I would look at other Telefonica networks across Europe to see if the issue is the same.

It does sounds like either Samsung have messed up a software update or there is something amiss, as there are lots of S23 Ultras out there on the o2 network..

Out of curiosity has anyone spoken to Samsung Support and raised a case?? The Samsung Community or Sam Mobile is a good place to start as well

Re: Galaxy S23 Mobile data issue

Enlli — Wed, 19 Jul 2023 20:40:44 GMT

@Ofelas wrote:
I have exactly the same issue.

So it sounds like a firmware fault with the S23s? 😯

S23+ running on O2 eSIM. I'm not experiencing any problems. Haven't seen much on the Samsung Forums.

There was a firmware update to day

Re: Galaxy S23 Mobile data issue

Ofelas — Wed, 19 Jul 2023 21:27:25 GMT

Interesting.

Do you think an eSIM would solve the issue? I'm willing to try it before changing networks.

Re: Galaxy S23 Mobile data issue

jyloox — Wed, 19 Jul 2023 21:44:02 GMT

@Ofelas Feel free to give it a try although I did that myself and it was just the same as with a real SIM for me (ie no different re the data disconnecting). Today I also tried swapping the O2 SIM to the SIM2 location in the phone just to see if that made a difference but the O2 SIM had the same issues in its new home (and equally the Lebara SIM continued to work just fine in the SIM1 location). Trying everything I can think of!

@Enlli- thanks. My software updates are as of 1 July - last one a few days ago but just a security update (not like the big June update that was supposed to fix camera bugs etc). No new updates showing for me currently but I'll keep checking.

@madasaf1shI have trawled the internet for other posts - most are generic posts about going doing network reset, clearing cache, factory reset etc etc all of which I've tried. It seems like there were also issues on initial handset release to do with WIFI and mobile data not interacting well but these seem to have been sorted with the big June firmware update and I've never had that issue. Samsung is next stop on my journey after O2 but suspect will get push back re the phone working fine with Lebara. Going to borrow my daughters O2 SIM as well and try that in my phone!

Re: Galaxy S23 Mobile data issue

Rolfd — Wed, 19 Jul 2023 21:54:55 GMT

Just to throw a spanner in the works... Once I called 202 and arranged the return of my S23 Ultra I put the physical sim back into my iPhone 14 pro max and asked the advisor on the phone to reactivate iData for me. I have the same problem as with the Samsung. I've sim swapped to an eSim and the problem is still there. Today I was app 30 miles from home and the data connection was off. Strangely my Virgin physical sim in the phone has been flawless. Given that it's the same network they're using, I'm stumped!

Edited to add my location which is in Northern Ireland.