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SOLUTION: (Updated) Concerns with GS10e/GS10/GS10+ roaming or poor data

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Symptoms

Sprint and Samsung are receiving a small number of reports about unexpected roaming, data loss, or voice issues on the Galaxy S10 models.  Active investigations are ongoing to validate and address any concerns.

 

 

Solution

Software version ASC8 was released on 3/27/19 to address this concern. It included a preventative fix, which means non-impacted devices which install ASC8 should avoid the poor experience.

 

Devices already in the full data failure state cannot be recovered by any means, even with new software, and should be replaced.

 

An additional concern was discovered and another preventative software release ASD5 was made available effective Tuesday, April 16th to address both concerns.

 

Again - Devices already in the full data failure state cannot be recovered by any means, even with new software, and should be replaced.

 

 

If a device has intermittent data and a ticket does not lead to resolution, then exchange the phone based on the following:

  • Pre 14 days - the Store Sales team will exchange to new as store representatives do not have refurbs\recs to use and it's part of the Sprint Satisfaction Guarantee (SSG)
  • Post 14-day – Asurion technicians will provide replacements.  If no refurbs\recons are available, then the selection will default to new.  Keep in mind this is based on availability and due to the size of this issue, a device will need to be ordered. Devices may be back ordered.
  • Customers with Sprint Complete (SC) will not be charged a FEE for this exchange as long as there is no evidence of liquid or physical damage to the handset.
  • Customers without SC will be assessed a $75 fee or can work with Samsung for a manufacture warranty solution.

Note: You will need to visit a Sprint Service and Repair store or contact Asurion if you have the Sprint Complete phone insurance.

Version history
Revision #:
4 of 4
Last update:
‎05-06-2019 11:40 PM
Updated by:
 
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