New phone can text but not make/receive calls

[ktclev]

I purchased a new phone (Samsung Galaxy S20 FE 5G). After a full factory reset and inserting my old SIM, I am able to send and receive texts but not calls. I turned off wifi to ensure texts weren't just going through wifi but it's definitely MMS.

[softech]

@ktclev   $20?

I guess they didn't replace any parts?  

did they just change some settings or update the OS for you?

[ShawnC13]

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@ktclev wrote:

No, it was fine - they fixed it for $20! 🙂

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That is great to hear.  To bad it wasn't something we could have solved and saved you the $20, but glad to hear you are up and running!!  The broken antenna is probably why it was sold.  I would be messaging them and saying thanks for selling me a broken phone.  

[Handy1]

@ktclev  Oh well that’s relatively inexpensive fix and now it’s working …. That’s great now you can go ahead and finally enjoy your new phone as it supposed to work . 😉

[ktclev]

No, it was fine - they fixed it for $20! 🙂

[Handy1]

@ktclev  That’s a drag I’m sorry to hear .. well at least you know for sure the issue .. maybe you can take phone back to where you got it and ask for refund 

[ktclev]

It was the device itself, you were correct. Broken antenna!

[softech]

@ktclev glad it is figured out and the repair shop confirmed that!!!

[ktclev]

I was able to try another SIM but with no luck. But I took it into a repair facility, and they were able to locate the issue, which was a broken antenna! Thanks again for all your help.

[ktclev]

In the end, trying another SIM did not work. However! I took it into a repair facility, and we figured out the issue. Broken antenna! Solved.

[ShawnC13]

@ktclev, do you have an update for us?  Just wondering how things are going for you and if you have been able to resolve your issue.

[dust2dust]

I'm thinking device too but that will hopefully be confirmed when you try another sim in it.

You're seeing something that I saw in reverse. I had it that a call comes in, before any ring the phone switches to 3G, then disconnects and returns to 4G. The caller got dead air.

I finally installed a different country OS that did fix the problem. Not rooted, all stock, just different country.

You could try network reset. You could try the hard or master reset which is slightly different from factory reset.

[softech]

@ktclev I guess critical part is if the phone connect under 3G at all. If not,  something wrong.with the device 

 (Add: sorry to ask again, cos I only see you said it does not work under 3G, but if it connects is the important sign)

[dust2dust]

@ktclev- I'll answer for you - already suggested, already tried, same result.

[softech]

@ktclev your is a Canadian model

Did you have a chance to change to WCDMA only?  see if to connects at all under that setting.

(WCDMA is 3G)

[dust2dust]

A sim out of an iphone is fine, it just complains more about it.

[ktclev]

I'll be trying another SIM as soon as possible! Unfortunately I'm only around Apple people at the moment.

All updates and security patches are fresh and the phone is not rooted. 

[dust2dust]

Can you try another sim in your phone? Preferably an Android. Apple gets a little peeved when you change sims on them.

You've done all the updates and security patches? Is this a rooted phone with a different OS on it?

[ktclev]

Unfortunately no, I'm not under any warranty. And I double checked volume but that's not the issue 🙂 when attempting to make a call, if I stay on the line and listen to the dead air, eventually it hangs up and gives the message "mobile network not available". For a second, it actually disconnects me from the network (I can tell due to the icon at the top of the screen), then reconnects once the call drops. So weird. 

[dust2dust]

As you said, the phone is a Canadian market phone. It's fine. Your initial settings were fine on LTE/WCDMA/GSM.

But you did say it was a used phone right? Was it from a store? Is there a warranty?

You likely don't have any settings available to even look at volte or vowifi. My phone did show those settings with a different provider sim but then they were not there with the Public sim.

Dare I suggest volume? 🙂

Did you turn off all the transmissions except airplane (off). ie no bluetooth, gps, nfc, cell data, wifi.

[ktclev]

That will be my next step as soon as I'm able 🙂

[ktclev]

I really appreciate your efforts:)

[LoveNature]

@ktclev 

make a call to samsung canada or you can visit any service center to IT Tech repair check it is still under warranty.

Samsung Canada | Mobile.

do you try to do  hard reset on SAMSUNG Galaxy S20

press above a link to you know how to do it.

[softech]

hi @ktclev it is a Samsung Galaxy S20 FE 5G, but what exact model ? Check Settings ->About

and , try to change the Preferred network type to 3G to ONLY, see if your phone connects in such settings 

[Handy1 · Accepted solution]

@ktclev  Are you able to try another working SIM card from friend or family and see if the phone works as it should I’m starting to fear for you that it’s the device itself unfortunately 

[ShawnC13]

Sorry just throwing out any idea I can think of that might help

[ktclev]

No, it's a single-SIM

[ShawnC13]

Is it a dual sim phone?  If it is you have it in the correct sim not sin slot that is used for voice calls

[ktclev]

Correct. Ensured it was set to 3G, rebooted, still no luck!

[ShawnC13]

So it is set to 3g and you still can't make calls?

[ShawnC13]

@ktclev can you go into settings and for network or calls make sure it says wcdma,(3g) as that is what voice calls are in with PM. I ask wondering if the phone is set to do calls on VoLTE