A
Amadson
1st Topic

Visitor

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4 Messages

Tue, May 11, 2021 6:36 PM

Samsung A50 loses service after disconnecting from WiFi network.

Whenever I leave a location where I am connected to a wifi network, my phone will lose all cell service.  I get an "emergency calls only" notification and I cannot receive texts or calls.  The only solution I've been able to find is to toggle airplane mode on and off and then it will connect, but that's hardly any solution at all...it's a giant pain and one that I shouldn't have to deal with.  The phone and network should just "work."  Very frustrating...any help would be appreciated.

Question

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Updated 

1 m ago

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Responses

ComcastMartinR

Official Employee

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266 Messages

1 m ago

Hello, @! Thank you for reaching out to us over our Community Forums. I would suggest ensuring your Samsung A50 has the most recent software update to see if it helps with this issue. You can find out how to update your phone in the following link. 

 

https://www.xfinity.com/mobile/support/device-troubleshooting?page=device/samsung/galaxy-a50/topic/software/install-a-software-update/1

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Amadson

Visitor

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4 Messages

@ComcastMartinR - Software is up-to-date and the problem is still occurring. 

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1 m ago

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ComcastBillie

Official Employee

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249 Messages

I'm truly sorry to hear this! I know how frustrating it can be when a cell phone isn't working. Just to confirm, is this an Xfinity Mobile device or do you have cell service with another provider?

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 m ago

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Amadson

Visitor

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4 Messages

yes, it's on xfinity mobile.

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1 m ago

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ComcastBillie

Official Employee

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249 Messages

Thank you for clarifying that. I'm happy to see what we can do to help you resolve this issue. Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

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1 m ago

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Amadson

Visitor

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4 Messages

@ComcastBillie - It won't allow me to send you a private message.  Your username doesn't appear in the to: field when I try and type it in.

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1 m ago

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