A different kind of 'no service' question...?

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KittKat
Neighbour

Alright.  Gonna try and make this short.


I have a Samsung Note 3.  I used to live in Belleville, Ont.  Now I live in Ottawa, Ont.  My husband also has a Note 3 and has lived at the same places with me the whole time I've had the Note 3.


In Belleville, I started having no service.  Husband's phone was fine.

It got to the point last year where I had no service pretty much all the time, no matter how many times I restarted the phone, took the battery out, manually reconnected.  So I went to Telus, they suggested replacing my sim.  Did that, worked for a little while, then back to the issue.  So Telus replaced my phone with another Note 3 (refurbed).  Worked fine.


Now I've moved to Ottawa, and it's doing it again.  I have MAYBE one bar at any given time, and only when I sit near the window.  Anywhere else in my apartment and I have no service.  AGAIN, Husband's Note is fine.


When I got my phone replaced, they made me go through a whole device wipe and test before any apps were installed and it was still happening, so I'm pretty certain it's not app-related.


I did just get back from a weekend at my Mother's, and there's NO service at her house - she lives WAY out in the middle of nowhere in a low point in a very rocky village.  That's the only thing I can think of that's different between my Husband's phone and mine - is that he's always working, so I go to my Mother's myself.


I'm getting to be at my wits end here.  I NEED my phone, especially now after moving.  I have a long list of medical problems, a brain tumor being one of them, and I NEED to have a working phone right now because I'm trying to find a family doctor and a load of specialists related to my cancer.


If anyone can help me or offer solutions, I'd be eternally grateful, as I don't think having my stupid sim card or phone replaced again is really going to solve the issue.

Nighthawk
Community Power User
Community Power User

Are you using LTE or 3G? I found with the S6 Edge that LTE is not reliable unless you are really close to a tower. Switched it to WCDMA/3G and it's been better but still weak signal due to the antenna design.


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KittKat
Neighbour
It's still not working. 😞 I put my phone and my Husbands phone right next
to each other and called my cell from his... didn't even ring, just went
straight to voice mail. Sent a text from his phone to mine and mine
didn't receive until I nearly stuck mine out the window. 😞
NFtoBC
Community Power User
Community Power User

It is possible you got a second lemon, I mean phone. I suggest returning to a Telus outlet to see what they can do, or call in to customer service. Worst case, since a quality, working phone is clearly very important to you might be to acquire a fresh phone.

NFtoBC
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KittKat
Neighbour
Thanks for the reply. ^_^ I will be doing that if nothing else works. I
still owe on this phone, but I'm hoping that Telus will be good to a
long-term pay-on-time customer and cut me a break.
xray
Guardian

You may want to consider a different brand if for no other reason than to change your luck 🙂


KittKat
Neighbour
That had crossed my mind too... but I really love the Note. 😞
KittKat
Neighbour

So! I went to the Telus store yesterday, and the guy told me that Telus has been having problems with Samsung phones and the network.  NICE TO KNOW!  Nice to know we're paying for a service that we're not actually getting. -___-;;;


Anyway, he told me to do a factory reset and when it asks me to install the latest update, say no, then wait a month or so, and then install it....  So I'm going to do that right now.  Hopefully it works.


He also said to switch it from LTE/WCDMA/GSM to just WCDMA only.  It's improved it slightly, but not by very much, and now MMS messages don't send. -_-;


I can't wait until my contract is up. Now that I'm in Ottawa, I'm going to run to Wind on that day, and run fast.

NFtoBC
Community Power User
Community Power User

You can leave any time you wish, simply by paying the device balance on your account. If you get your phone unlocked before you leave, you can use it on Wind, but I expect you'll see the same problems, as I believe the issue is with your phone, not Telus' network.

NFtoBC
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