Issue with on Samsung Note 20 Ultra 5G cannot make or receive calls

Alexis M. #29454
Alexis M. #29454 Posts: 2 ✭✭
edited October 5 in My Mobile

Hi all,

I am getting really frustrated. I have a Samsung Note 20 Ultra 5G, and everything was fine with Fizz until they made the recent changes with VoLTE. Since then, I only get 4G and I cannot make or receive calls.

The phone is listed as compatible (Galaxy S20, S20+, S20 Ultra). I checked all the settings to make sure 5G/4G/3G is enabled. I even bought a new Fizz SIM card—same result.

I went to Samsung, but they weren’t helpful and told me to contact Fizz. I also did a full factory reset of the phone, but the problem remains.

This is a relatively recent phone, and when I tested an older OnePlus 6, it worked fine.

Is there anything Fizz can do on their side to make my phone work properly?

Note 20 Ultra 5G devices are still selling for around $300, and I really can’t afford to lose that.

Thank you,

Best Answer

  • G225 code IRSGE
    G225 code IRSGE Posts: 7,849 ✭✭
    Answer ✓

    Samsung Note 20 Ultra listed but not de 20 ULTRA 5G

    Check if your phone is this one of this model. Try #8378

    Canada SM-N986W
    États-Unis SM-N986U / SM-N986U1 - U1 Unlock

    Don't work with Fizz Network for speak:

    Europe / Global SM-N986B / SM-N986B/DS
    Corée du Sud SM-N986N
    Chine / Hong Kong SM-N9860
    Latin America / South Africa / Australia SM-N985F / SM-N985F/DS

Answers

  • Bois_3ISKD
    Bois_3ISKD Posts: 6,191 ✭✭

    Is your phone a Canadian or North American version?

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 454 ✭✭

    In fact, would you mind posting its exact model number, software build number and service provider version? You can find his in Settings -> System -> About phone.

    Also, please note, Samsung Note 20 is not the same as Samsung S20 phones. Even for the Note 20's, there are two different versions, one with and one without 5G.

  • BradDoell
    BradDoell Posts: 379 ✭✭

    Hi
    Sorry for your troubles…
    “ How to check if your phone is VoLTE-compatible at Fizz:

    Important: check your SIM card first to prevent the test for your phone from failing because of an incompatible SIM card.
    Then, while at home for example, make a call by dialling #TEST (#8378) from your phone and listen to the voicemail.
    If you hear confirmation that your call was made over the LTE network, you’re all set.
    If you hear a different message or the call doesn’t go through, your call couldn’t use VoLTE.
    Another way to confirm if your phone is VoLTE-compatible at Fizz is to check whether the “LTE” icon remains on the screen during a call.

    A non-exhaustive list of VoLTE-compatible phones, when purchased from Fizz, is available for general information purposes. The best way, however, to confirm whether your phone is VoLTE-compatible at Fizz is to make a call by dialling #TEST (#8378) on your mobile phone while at home.”

    Source:

    https://fizz.ca/en/faq/why-volte-important

    Cheers,
    Brad

  • Alexis M. #29454
    Alexis M. #29454 Posts: 2 ✭✭
    edited October 5

    Hi,
    Indeed, it is a Galaxy Note 20 Ultra 5G

    Im from Canada but it says: SM-N9860 so it means its from Chine / Hong Kong ??

    I already try #8378 does not work

    So you are confirming this wont will NEVER work with fizz?
    Such a shame :(

  • Mike RZMAX
    Mike RZMAX Posts: 6,610 ✭✭
    edited October 5

    This is a China/Hong Kong version, that's why it doesn't work on the Fizz network.

  • G225 code IRSGE
    G225 code IRSGE Posts: 7,849 ✭✭

    Never Work to fizz. Miss frequency for Canada.

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 454 ✭✭
    edited October 5

    SM-N9860 so it means its from Chine / Hong Kong ??

    Yes, SM-N986O is the China / Hong Kong / Taiwan version of the phone.

    So you are confirming this wont will NEVER work with fizz?

    For VoLTE, probably no. For data, you'll continue to have some service. However, in Montréal, Fizz uses LTE bands 4, 7, 13, 66 and 71. Your phone supports 4, 7 and 13, but does not support 66 and 71. Therefore, you can't connect to all the towers, so coverage and quality of the service may vary with this phone.
    If you find it to be good enough, there are 3rd parties out there that offer talk/text service and only need a working data connection, no VoLTE. This way, you could continue to use your phone.

    Such a shame :(

    Unfortunately, when buying phones from regions other than the one you want to primarily use it in, you have to be very careful and know exactly what you're doing :(

    There are however reasonably decent Android phones out there, for the North American market and even in new condition, that are at or just above the price point you mentioned.

    Alexis M. #29454

    By the way, you posted personal data above in the image, specifically, your phone numbers. May want to remove those from the post.

  • alexanderluo10890
    alexanderluo10890 Posts: 1,253 ✭✭

    It's not a Fizz certified device.

This discussion has been closed.

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