Inconsistent and unreliable phone service on Samsung A51

In August 2020 I purchased your A51 and installed as suggested a V SIM the phone worked well. When my I needed a second phone, a purchased a second A51, this time using the X1 SIM and it works fine. Then I received messages from Ting warning that my phone service was going to disappear with the end of G2,3 service unless my phone used VoLTE. There was no toggle for VoLTE on the V sim phone and your service department sent a X3 SIM and I activated the phone and VoLTE. The phone has since become almost unusabe. It will not find networks, make LTE connections, calls are sent to messaging, not received. Numerous calls to your help desk and chats have resulted it APN changes, new X3 SIMs, scratched heads, phone resets, reboots, and hours of time and even a replacement phone on the off-chance there was something screwy. The phone is still unreliable and I am at the end of patience.  

Is there something I am missing, some hidden switch, something that is not allowing this phone to operate as it should? All I wanted was a reliable GSM phone. This is not it. Is there any help or cure for the issue out there?

 

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Comments

10 comments
  • Did you ever get this resolved? I may be having a similar issue (A51). I've just begun an email thread with their help team in the past couple of days on what sounds like the same problem.

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  • Not completely. After receiving the fresh phone I moved the SIM from old to new phone and the issues moved with it. More fussing and failure followed until it was suggested to replace the transfered SIM with one supplied with the new phone. Most of the issues cleared, but the phone is still inconsistent when accessing LTE communications. I find if I restart daily it is better. Now its operation is mediocre, a step above POS.

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  • Mine and my wife's phones (both A51) stopped working on the same day. No calls out or in and no texts out or in. got new sim cards and the issue persisted. sent the phones into Samsung (still under warranty) and they both came back saying they are in perfect working order. now bear in mind we took the sim cards out and put them into our old phones moto g6 play and everything worked fine. after getting the phones back I tried to get it to work again and still had the same issue. I messed around with it and found that if I switched the network from LTE/3G/2G to just 3G/2G then I can call and talk on it, but no data. Still trying to get answers.

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  • Hi Rachel,

    It sounds like you may just need to enable VoLTE on the devices as they would need to connect to the network using VoLTE to make and receive calls. You should be able to do that from settings, it would look something like:

    • Tap Settings.
    • Tap Network & Internet.
    • Tap Call.
    • Tap to enable VoLTE / HD Voice/ Enhanced calling.

    OR

    • Go to the dial pad of your phone.
    • Tap the 3 dots/menu in top right.
    • Tap Call Settings.
    • Tap to enable VoLTE / HD Voice / Enhanced calling.

    You'll want to make sure the network mode is set to LTE/3G/2G or auto when doing this as LTE would be needed.

     

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  • I've gone through all that. I have your current customer support stumped. she thinks it's the x3 sim cards doing it. Our phones don't have band 12 which is used for the voice on LTE networks.

     

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  • Hmm, looking at the compatibility checker it shows VoLTE and Bands 2,4,12 & 71 (band 12 is used for VoLTE) so in theory it SHOULD work, I apologize though as that may be as false positive given the current circumstances.

    I see the rep you chatted with suggested a replacement SIM so please reply there or here to confirm you'd like to pursue that option and we'll follow up to try and get this solved for you ASAP.

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  • Got the new V1 sim cards and everything works perfectly again. Something with X3 sim cards and the T-Mobile/ Sprint merger has things all screwy. Verizon network works perfectly on our phones now. finally, I have the resolution I was looking for. Thank you to Alicia K. that finally got this fixed for us. She was patient and worked on this through chat for close to 7 hours before we figured this out and got the new sim cards on the way.

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  • Glad to hear everything is working and I'll also reach out and thank Alicia for her help here, thank you so much for working through this with us!

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  • So, with the V1 SIM do you have VoLTE? It's lack is what sent me over to the X3 SIMs and the problems that ensued. And if you have that service, then I think I'll have to switch to V1 SIMs, as I find the X3 SIM still yields iffy and and unreliable service, requiring constant restarts.

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  • Yes, the V1 SIM supports and the underlying network requires VoLTE. However it operates on different towers than the X3 SIM card.

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