Since 14th March S22 Ultra keeps dropping Connection-Emergency Calls Only / Not Registered

[Ami_troy]

Hello all, I am a very dissatisfied customer, with 15 days of horrible service.

I have a Samsung S22 Ultra (less than 2 years old ), ever since 14th / 15th March it keeps dropping the Public mobile connection.

It will be active for 1 hour or 2 and then just will stop working. Shows Emergency calls only or Not Registered.

1. CS thinks SIM has gone bad....suddenly inside a phone ?....how can SIM go bad...Anyway advised to change to a new SIM....Did that.------------------->  BUT problem continues.

2. Checked the phone is working by putting Chatr Sim from wife--- Confirmed Phone works fine.

3. Did Factory re-set 2 times -------------> But problem continues.

4. CS advise to upgrade to a new Plan Did that..---->But problem continues.

Day 15 ---CS have nothing to offer, except that we have escalated to technical support.  In the ticket they indicate that they will call me...Really how ? WHEN PHONE HAS NO SERVICE 90% OF THE TIMES.

I dont have a working service, its causing extreme stress, ALL MY WORK CONTACTS CANNOT REACH ME, Bank OTP doesn't come through. Being in field nor on road cannot call Uber.

One CS wrote in ticket that Cellular service is based on Radio waves so their is no guarantee of service. Does that mean that we will pay for the service each month but will be down 23 hours a day with no service. Is this pathetic standard a Canadian standard.

Is anyone more seasoned or experiences know what can be done...

Completely unlocked newer phone S22 Ultra, Unit works fine with other carriers. Have been with PM for 4-5 years but I think they don't need business anymore.

To add insult to injury. In ticket replies...they mention : "We are waiting for your response " seriously !!!

Do I have no choice but to go different carrier. 

[Ami_troy]

Hi Oracle CSA did some provisioning when new SIM was inserted.

I think when we do a factory reset it does take care of Network reset.

I think I will try the Lost phone trick....who know you might be my savior.

Its 15 days I don't think PM will resolve this.....like they say u get what u pay for....

[Dunkman]

@Ami_troy 

That is frustrating.  If you tried the SIM card in another different phone and still same issues, it is a PM service issues (unlikely hardware issue)

Did CSA do a network reset from their end?  You could also do a network reset of your own phone (this will erase your saved Wifi passwords, etc.).  

You could try the lost/stolen phone trick.  It has worked in the past for different issues.  In your self service account, report your phone lost and stolen.  Then logout of account.  You can login back to your account and report your phone found.  That seems to reset the system.  Reboot phone. 

Otherwise, you likely need to wait for Telus technical support.  

[Ami_troy]

I share your line of thought...

BUT If its a faulty device, why will SIM from other carriers tested work fine ? I tried Chatr and then Freedom --no issues.

Sim tried in temp phone ---same results , intermittent connection in the day for 1 or 2 hours Only.

[Ami_troy]

Oh how lucky you are....I did provide alternate number, but no success. I am just another cog in the wheel.

[funpig1]

@Ami_troy 

I forgot to add. You can request compensation in the form of a "system issue" bill credit for your troubles. I got $10. This is only good if you decide to stay. LOL.

[hTideGnow]

hi @Ami_troy 

Samsung S22 should not have any compatibility issue. Toronto has no major network issues.  I am thinking it is a faulty device or loose sim connection

you should try your sim card on a temp. phone for a day or couple days to confirm

[funpig1]

@Ami_troy 

I have had to deal with weak signal and drop call issues in the past. 

Did pm customer agent say that they escalated your case to Telus technical support. If so, a person from Telus may email or telephone you directly. Give PM an alternative contact number to reach you, EG. Home or office landline, your wife's phone number, etc. 

When they call or email you, Tech support may provide you with their contact number in case you need to phone the back. I have a direct line for a Telus tech support person, but I can't give it out without penalty of death. 

Good luck.

[Ami_troy]

Yes no call No Data , bought a new SIm etc.etc...done all that including Factory reset. I have been to different areas in Toronto but it still doesn't work.

Connection becomes active on its own and then after 1 or 2 hours just drops. Sim and phone both have been tested with same results.

[hTideGnow]

hi @Ami_troy 

so, no connection at all? not even data?

you already changed sim card (you bought new one?)  did you try putting your sim card in another phone and use it for a full day?

did you try your sim card in another area?