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Galaxy S8 Service Issues

Zavyn
I've Been Here Awhile

My galaxy S8 keeps going in and out of "no service" every 30 seconds happens maybe 6 or 7 times repeatedly and it constantly does this.

 

 

 

***Edited Labels***

25 REPLIES 25

Re: Galaxy S8 Service Issues

Arya1998
I've Been Here Awhile

Getting the same issue, and data connection when available is extremely slow!! What's going on @Rogers? Its getting really frustrating!! 

Re: Galaxy S8 Service Issues

Meowmix
I'm a Trusted Advisor
Hello @Zavyn

Yes i notices that on my buddies S8+ as well. Something is happening.

Re: Galaxy S8 Service Issues

Meowmix
I'm a Trusted Advisor
Hello @Arya1998

Many are reporting this to Rogers via Twitter and Facebook. Hopefully it gets fixed asap.

Re: Galaxy S8 Service Issues

Zavyn
I've Been Here Awhile

happening again today...

Re: Galaxy S8 Service Issues

I've been dealing with this issue for 3 months now. I first noticed it would happen about 1-3 times a day on my breaks at work. I thought it might be a sim card issue so I had the sim card replaced. Seemed good for a few days. Then it started again.

 

I then sent the S8+ back to Samsung for repair. They sent it back saying they fixed two things ( they didn't say what). It didn't fix the issue, if anything it was worse then ever. I then called Rogers, complained and they said they would swap the phone for a refurbished phone ( I wasn't happy about that ) but if it fixed the issue who cares. 

 

Well i can say NOPE... the refurbish phone was even worse then my new one. The refurbish phone they sent me was an even older S8+ because it had like 4 updates, i had to installed when i first booted the phone up. So need less to say, I could rule out that it was an issue with a batch of bad phones.

 

So i called Rogers again they said, this time we will swap the phone with a new S8+. I got the new one in last week and same thing, Network drops. So 3 S8+ phones and they all have the same issue. It has to be the S8 series of phones. I can see one phone maybe two.... but 3 phones?

 

I am now waiting on Rogers to send me the Note 8 to replace this S8+.. I can tell you I don't have high hopes that the Note will be any better... 

 

Ps.. I downloaded an app that monitors the network so i could see how many times it dropped while the screen was off. It seem to happen more when it was on LTE+ but not sure..

Re: Galaxy S8 Service Issues

Hello @Zavyn, @Arya1998, & @murrayjess

 

Thank you for your posts and welcome to the Rogers Community Forums!

 

An intermittent connection is never fun to deal with especially when it’s happening so often on a pretty new device like the S8 & S8+.

 

We definitely want to investigate this fully for you. Currently, we are not tracking any issues related to those devices so we will need to gather more information on what is happening.

  • Does this issue happen everywhere or does it seem to happen more frequently in certain areas?
  • How many signal bars appear on the device when it is working properly?
  • Does it seem completely random or do you notice the connectivity drops more often at a specific time of the day/night?

@murrayjess - Let us know how things go with the Note 8!

 

RogersTony

Re: Galaxy S8 Service Issues

Arya1998
I've Been Here Awhile
Hey @RogersTony,

The problem seems to be happening randomly throughout areas in the GTA, I've seen it more in Brampton.

When it does work, it will show 4 out of 5 bars in LTE and sometimes LTE+... But regardless the speed tests that I have done only result in about 4 to 6 Mbps download.
Signal seems to drop randomly throughout the day, but for me I've noticed it more when I'm using my data connection, and randomly it'll tell me I have network connection issues, and the signal will die out for a few seconds, sometimes has even remained dead for a few minutes.

I've even tried putting the device in safe mode in case an app is interfering, however the problem still remained...

Re: Galaxy S8 Service Issues

It happens everywhere. I work in Guelph Ontario and i live in Cambridge Ontario. It is random when the connection drops. It seems to have issues with the LTE/LTE+ I've seen it flicker between them both then drop everything for a few minutes.

There is the odd time I've seen it say LTE and I can't go to any web page. I had another note 5 hooked up to Rogers (wife's phone) right beside me. And it was able to get on web pages. While mine would just sit on loading the page then time out. I would have to reboot to fix the issue.

Things I have tried.
1. Reset phone.
2. New SIM cards
3. 3 different s8+ phones
4. Reset network.
5. Boot in safe mode.
5. Rogers tech told me it might be my Google accout. They said to create a new one when first setting up phone.. I knew this would be the case. But why not give it a try.

I factory reset the phone. As the phone booted up for the first time after factory reset. I was at the fist screen, waiting to push next. The network dropped and said emergency calling only.

Well that ruled out Google ID issue and and app issue..

Re: Galaxy S8 Service Issues

Good evening,

 

Thank you for your replies!

I can totally imagine the inconveniences caused by the issues you're experiencing on your S8 devices and we definitely want to help you find a proper resolution.

 

We appreciate that you provided us with the troubleshooting completed thus far @murrayjess.

If it has not already been done, we would like to escalate this to the attention of our Technical Support team, in order to further investigate what is happening. To do so, we'll have to access your account and open a ticket. Could you please send a Private Message @CommunityHelps when you're back online and available?

You can find instructions on our private messaging system, here.

 

@Arya1998 - What other measures have you tried, beside putting the device in "Safe Mode"?

We need to make sure that we rule out any other potential problem that could be causing this to happen.

 

Thanks!

 

RogersMaude

Re: Galaxy S8 Service Issues

Arya1998
I've Been Here Awhile
Hey @RogersMaude,

I have tried very similar things like @murrayjess.
I have done:
1. Factory resetting the phone
2. Swapping different SIM cards
3. Refreshing/resetting the network (done through Rogers chats)
4. Safe mode

Re: Galaxy S8 Service Issues

I just go my note 8. I can report that it does not have any issues so far. There is an update, I haven't installed it yet. I wanted to wait a day or so. This way after I do install the update and if I start seeing connection issues, then I know it was the software update and not the phone

Re: Galaxy S8 Service Issues

Hi @murrayjess & @Arya1998,

 

Thanks for the updates, and keep us posted on your results!

 

RogersShaun

Re: Galaxy S8 Service Issues

Dicej79
I've Been Here Awhile
Having the EXACT same issues. Live in Brampton. Have an S8 that has been working beautifully until last week. Suddenly unable to make calls. When I dial it just says "dialling" for 20 seconds then disconnects. People call me and it goes straight to voicemail. If I'm lucky enough to successfully have a call go through, it drops after 30 seconds. I am beyond annoyed and frustrated. I have tried:

1. Switching SIM cards
2. Factory reset
3. Disconnecting home wifi
4. Turning phone on/off 100 times
5. Deleting apps

Nothing works. It seems to be worse at home. Went into a Rogers store and it only malfunctioned twice. After an hour and a half at the store I was no closer to having this thing work. I drive away and try to call BrightStar to have the phone returned under device protection and... you guessed it... call wouldn't go through. It's not the network because my roommate has the Google Pixel2 and has absolutely no issues connecting. There is 100% a problem with the Rogers network and the S8 phones. Had the S4 and S6 and never had issues. This needs to be fixed asap because I am sick of paying for a phone I can't use. I have 2 cells, internet, tv and home monitoring with Rogers which = way too much money being spent monthly to have a non-functioning phone. When you call tech support they say they have never heard of this problem. Thankfully this board exists so I know I'm not crazy and this isn't an isolated incident.

Re: Galaxy S8 Service Issues

The issue is with the s8 and s8+. Rogers sent me the note 8 as a a
Swap and i haven't had and issue yet. The Note 8 works like it should.

Re: Galaxy S8 Service Issues

Dicej79
I've Been Here Awhile
Good to know! Well they're sending me another S8. If the problem persists then I'll request the Note. Thanks for the update!

Re: Galaxy S8 Service Issues

shapeshifter
I've Been Around
I haven't been getting text messages properly because my signal constantly drops at home.. my god I'm so annoyed

Re: Galaxy S8 Service Issues

Dicej79
I've Been Here Awhile
Start contacting tech support. Even if you have to do so daily. It establishes a trail. It's totally frustrating, especially when these overpriced phones and plans don't do what they're supposed to. But mention this thread and that others are havibg the same issue. That seemed to do the trick and they're sending me a new phone.

Re: Galaxy S8 Service Issues

jpg37
I've Been Around

This keeps happening to me too. I love the phone but its becoming a real distraction & nuisance when it keeps happening. Very frustrating. Will be contacting them tomorrow about this

Re: Galaxy S8 Service Issues

Good evening @jpg37,

 

Welcome & thanks for your contribution to the Community!

 

Experiencing issues with your cellular device is definitely a pain to deal with. I understand your frustration.

Were you able to reach our technical support team to obtain the assistance you needed with your phone?

 

Let us know if you require further assistance!

 

RogersMaude

Re: Galaxy S8 Service Issues

This is a pain and has impacted the following:
-dropped calls. seem to be getting worse.
-no internet connection. even while at home (strangely enough I still get fb, just nothing else sometimes)
-while driving drops GPS signal or not connecting so unable to get directions at all.
-asking Google a questions. I know the phone is not working, as most the time comes back with "there is no address for Xxxxxx" (it's usually same person)..
Pls I need help.