U

Visitor

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1 Message

Tuesday, October 12th, 2021 5:50 PM

Closed

Samsung A50 loses service after disconnecting from WiFi network.

Hi, I see there are many people with the same problem but no solution that I've noticed. How do I fix this? Xfinity? 

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Visitor

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13 Messages

4 years ago

Their response will be to verify your phone software is up to date, then contact Samsung.  Also maybe do a network reset, and then a factory reset.

None of that works.  I found that disabling wifi calling helped, but that's no good if you're in an area with a weak signal.  They don't suggest that because it increases Xfinity's costs to Verizon.

The only real fix is to unlock the phone and install the generic "XAA" firmware, which changes the model number to A505U1.  This problem occurs with Comcast CCT firmware on model A505U phones.

Official Employee

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26 Messages

4 years ago

Good afternoon, I am sorry to hear you are having issues with connectivity on your phone. Have you reached out to the manufacturer for assistance on this? 

Visitor

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13 Messages

4 years ago

It's really frustrating how Xfinity won't accept this as their problem.  I tried contacting Samsung when my A50 had this problem, and they know it's Xfinity's problem.  The generic Samsung firmware doesn't have the problem.   

I suspect Xfinity's firmware is set to lock onto wifi calling as much as possible to keep their Verizon network costs down, and this causes the phone to not release wifi calling when leaving wifi.  

New Poster

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6 Messages

3 years ago

I am also having this problem with my A50.  My phone is up to date xfinity and samsung wise.  Is there a known fix for this now instead of upgrading the firmware?  

Official Employee

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46 Messages

Hey there, I'm certainly sorry to hear you're still having trouble with your A50. We would suggest ensuring your phone has the most up-to-date software. If the trouble persists,

we would suggest contacting our Mobile experts via one of the following methods:

  • SMS Text Message: 1 (888) 936-4968
  • Phone: 1 (888) 936-4968
  • Chat: https://comca.st/3ruxnxA

We're do not have access to XFINITY Mobile accounts via social media, but I'm confident our experts will be able to assist you via phone, text, or chat. 

 

Have a great week!

I no longer work for Comcast. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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