SOLUTION: Samsung Galaxy S10 - Roaming or Poor Data

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

Please ensure basic device troubleshooting steps are completed including but not limited to PRL update, Profile Update, Software update, Power cycle, and factory data resets.  If resolution is not found, then a ticket should be opened through customer care for further network investigation.

If the troubleshooting efforts result in the device reacquring LTE then it does not need to be exchanged.

Device exchanges and SIM swaps should only be considered after basic troubleshooting and ticket creation has been completed and LTE has not bee reacquired.

The issue will be resolved with an upcoming software release.