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Data Connection Issue: Searching For Service

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Journeyman

Data Connection Issue: Searching For Service

For nearly a month now my data connection randomly goes out and says Searching for Service with no data bars. I've contacted numerous chat specialists about this, some who basically just gave me the run around asking obvious questions like did I restart my phone and try removing and reinserting the sim card. Usually I'm transferred to a tech specialist and have to wait forever for one to become available to even try to assist me. Two reps "guaranteed" they had resolved my issue and claimed I would not have to contact you again regarding this matter which unfortunately turned out to be false. No rep can find any issue with my phone (Samsung Galaxy S7). A network ticket was opened regarding this issue, ticket #214066-180613. Ticket support was no help at all. I was told it was sent up for further review but am still experiencing the same issue. Another chat specialist informed me that he sent the issue to the CTMS ticket team for further review. He believed the issue to be that somehow my phone was updating by itself and disconnecting from the LTE network. Through his troubleshooting, he assured me that he had resolved the problem but 3 days later it occurred again. The Sprint reps I've spoken to have told me that the data is good in my area and have checked my cross streets and zip codes. The issue is not location specific. It happens when I'm at home as well as when I'm out. I live in Chicago so you'd think the service would be great in such a major city. Nearly each rep has had me reset the profile, prl, and dial ##72786# to reset network settings. They've refreshed and updated my phone from their end, all to no avail. This will work for a few days then randomly my data will go out again. One rep even told me to just reset it whenever the data goes out. That has proven to be a temporary fix, not a permanent solution and is completely unacceptable. I shouldn't have to constantly reset my network settings and still worry that my data will randomly go out at any given time. I pay for unlimited data, not intermittent. Not once did a rep offer any type of credit to my account for the frequent data outages. I expect to receive the service that I pay for. The fact that this issue is recurring with no clear resolution is making me seriously consider switching providers. I've been a loyal customer for years and until this problem began last month I was satisfied with my service. After the last rep failed to help me last night, she actually tried to sell me on a phone upgrade since this one is paid for. Why would I want to upgrade my phone when I'm not being provided with the service that I'm paying to receive? I feel like I have been very patient considering I've been dealing with this for nearly a month now. With every rep and specialist telling me there is nothing wrong with my phone, this has to be some type of error in your network. This is very frustrating and I'm hoping a solution can be found asap. Your help in finding a resolution would be appreciated.

 

 

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It can come down to a variety of things including coverage in the various areas you are at, what the landscape of that area looks like (lots of trees, buildings, etc), if the device has been refreshed recently, and so on.

 

When you lose signal, is it temporary and pop back up or is it a permanent loss? If it's a permanent loss, there is a way to report the issue in the My Sprint app that would allow you to quickly and easily submit a ticket to our teams to check on the towers in the area. 

 

As far as any known issues with iPhone 8 or a particular version of the OS, there are no known issues about data loss at this time.

 



"Hail Yourself!" - Ben Kissel


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Ok. It’s not permanent but it is frequent. I’ll keep my out for reported bugs

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Three times this morning.  7-745. Central time. 74012

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Was this all in the same location? Can you give me cross-streets? If you aren't comfortable sharing that here, shoot me a PM.

 



"Hail Yourself!" - Ben Kissel


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Different location I’ve been in.  74012 i believe  broken arrow.  Kenosha and Lynn lane 

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The closest tower to that intersection is experiencing slow data or the inability to access data in that area which has an open ticket with technicians actively working on the issue.

 



"Hail Yourself!" - Ben Kissel


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Note 9

Zip:  60426

 

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It just happened again today so I had to re-provision the network again!!!!!  I have the Note 9.  My zip-code is 60426.  My nearest cross street is Sibley Boulevard.  

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Hi Deb, I'm not showing any tower issues in that general area or with network coverage. Does this regularly happen in this area or is this a one-off occurrence? Did refreshing your network settings help out? 

 



"Hail Yourself!" - Ben Kissel


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I am having the EXACT same issue! In fact, I had a Note 8 and in November I traded it for an iPhone XS Max BECAUSE OF the on-going issues and representatives telling me that it has to be my phone. Guess what. The new phone has the SAME issues. It’s 100% a network issue somehow and I’m contemplating paying off my phone and taking it to a new provider. I’m a long time Sprint Customer but this outrageous. I work from home so I won’t notice it as I am connected to the WiFi always, until I go to make a phone call, send a picture message, or travel outside of my WiFi and lose all service completely. It’s ridiculous and I’m always told the same fixes and then asked on the same call, “Did that work?” Well, yeah, shutting my phone off and turning it back on always works. Will it be a permanent resolution is the real question. It’s now 2-3 times a day of restarting my phone, not before having missed calls and texts that may have been urgent.

 

Roanoke, VA 24019

Also travelled to Troy, Ohio 45373 in November and had the same issue. It’s a Sprint problem. Not a phone problem. Not a location problem. 

I’m glad you posted today because it’s been really bad for me last few days again and although i never got reaolvement before, i wanted to bring it up again because it’s been so bad.  Also the issue isn’t just last few days, it’s always happening.  There’s got to be a reason for this orbat least something you can address to those that are bringing This up.  Thanks 

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@NathaninOk Yeah, I just got off the phone with another rep over this issue because of how bad it is. Got the same old run around of restarting and resetting the network as always. No matter how I describe the issue or what I tell them has been done, they just ask me to shutdown and restart and reset the network. That works EVERY time. I want something more permanent so I don’t have to go that’s route multiple times a day, or even once a day which is my norm. The paranoid side of me thinks Sprint is well aware of the issue and just isn’t dealing with it properly or isn’t even sure how to approach it and just doesn’t want to tell me. I DO have friends in the area with Sprint who DO NOT have my issue. Why for certain people and not for others?

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