Samsung Galaxy S6/S6 Edge connectivity issues
Over the past few weeks, we received a lot feedback about connectivity issues affecting the S6 and S6 Edge. We heard you loud and clear.
With over 1300 trouble tickets created from calls into our contact centres and the amazing troubleshooting prowess of our Neighbourhood users on this thread, we were able to identify the root-cause and have been working with Samsung behind the scenes to find a resolution.
What caused the issue, you ask? The issues coincided with a mid-September Samsung Android 5.1.1 (Lollipop) update. A glitch in this software build caused a change in the device's ability to wake up from a network sleep. Consequently, devices were not “waking up” after being pinged by the network.
Who was affected?
Users running the following software versions:
- S6 - G920W8VLU2BOH8
- S6 Edge - G925W8VLU2BOH8
The good news is that a firmware patch is now available and will make it out to all customers by early next week. For more information on how to update your device, see our Samsung software update article.
Thank you all for your patience while our team worked in the background to determine what had caused many of your phones to perform so inconsistently. Your feedback helped us find a resolution!
A special shout-out to @Killda, who first reported the issue a month ago in this Neighbourhood post. @Killda’s contribution helped us get the ball rolling on identifying the problem and working towards a resolution.
We will keep you updated on any new developments so keep checking back for the latest!
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