Galaxy A6 stuck on Roaming

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Galaxy A6 stuck on Roaming

Ever since I got my phone, it would randomly go into roaming mode. This would happen both at my home, and at work which is about 20 minutes away. Now it is permanently in roaming. I've tried doing the ##72786# reset with no luck. I'm missing important messages and calls. What can I do?
16 REPLIES 16
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Agent

We understand your frustration, @HollyMcEvans, & we apologize for the inconvenience! We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request. To send a private message, click on any of the social care agents user names and select the option send this user a private message.

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My Galaxy A6 has also just started getting stuck on Roaming today.  Looks like there is no surefire fix, but just wanted to add another case to the list.  I am currently on a business trip, away from home, but have never had issues before.

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Hey there, naugled! Please send me a private message with your phone number, PIN number and current address. 

To send a private message just click on the picture of any Boost Mobile agent and, in the next screen, click "send this user a private message". 

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Add two more A6's to the list that don't work because of this issue.  I bought the same phone for me and my wife that they both have this problem.  I've tried everything from this thread, nothing seems to work.

Help....  I have two lemon phones I'm stuck with.

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Hi there uncripted. We definitely would like to look into this. Please send us a private message with your street address, phone number, and pin code. Victor21

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I'm just posting to say that I'm experiencing the same problem. Also on an A6. ##72786# helps sometimes, but not always. This consistently happens every week or so and I'll sometimes be stuck in roaming mode for 3-4 days before it fixes itself. I can, for the most part (albeit with some weird text/call corruption errors), continue to use my phone normally, and I'm yet to recieve any additional charges for using roaming mode, but it's still disconcerting. It seems as if there have been quite a few threads made about this issue regarding a few different devices. I hope Virgin Mobile figures out why this is happening soon...

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Hey there, December! We received your private message. Thanks a bunch for the detailed feedback! We’ll be sure to pass it on. We will continue our conversation via private message. Please check your inbox. 

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Got bopped back and forth in customer service/different people on dm's for a couple messages.Operating in private with customer service... doesn't seem like a way to get a solution.For the public record... here is my reply" 

"Hi Amy...I replied to Victor... who was replying to my post on this issue. I didn't say I don't have ANY signal bars ever... I said I have network connectivity issues. Please read my original message on this issue... or pass me back to Victor. I don't need to spend time re-explaining the issue. I miss calls and messages that are time sensitive b/c the A6 drops the network connection and doesn't refresh automatically. 

But in reality, this is not a 'me'-customer service-individual issue.This is way beyond a customer service issue.

This is a systemic-phone-engineering-business issue. It seems like a known issue that Virgin and Samsung are not jointly, nor individually, actually working on a fix for. Many people are reporting wasting countless hours with customer service... when this is a technical coding-programming software-firmware fix that's needed.  This issue should be referred to the engineers to be actually put on a docket with a plan for resolution. Seems like each of us is frustrated with the 'talk to customer service' answer when we really need to be talking to the head of engineering. Please forward this message, and the original threads to engineering.

This is a big-picture business issue. The head of business alignments/business development/joint venture contracts and or corporate legal contracts should be informed. Samsung and Virgin should be working together on a fix. While I personally am considering dropping Samsung for all phones and Virgin for service based on this, I am just one customer... but I bet so is every single A6 purchaser out there.  Please escalate this. I ordered the newest Samsung Virgin Mobile phone to have LESS issues. If I'm going to have to spend $1000 to get a new phone because of these issues... it won't be with Virgin or Samsung. Business competition in the mobile space is fierce. The 'let's handle this privately one on one with customer service' plan isn't helping, it's going to drive us away.

It's time for Virgin and Samsung to come to the table with a real solution."

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Thanks Ericzku for the tips!

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Hi December -

No, I'm sorry to tell you, there is no fix for this yet as far as I can tell. I worked with Virgin Mobile's support people who ended up being totally useless - they couldn't figure out the problem and told me it wasn't their problem and to contact Samsung.

I did contact Samsung, who worked with me for a while and told me to send the phone in to their repair center, which I did - and that was a complete waste of time, as they said they couldn't find anything wrong with it.

So where I am now is...still working with Samsung to diagnose the problem. In the meantime, what works for me is: when the phone switches to Roaming, I do a network reset (dial ##72786#) and it will re-connect to the Virgin Mobile network that way. *For a while*.

I've noticed that when I do that, and leave the Wi-Fi connection OFF, it will stay connected to VM mobile data for hours and hours, but when I turn the Wi-Fi on again, it will switch to Roaming *within minutes*... something to consider. So I'm guessing the problem lies with the data conntection settings and/or the band frequencies the the A6 receives/doesn't receive and how it interacts with the Sprint network.

I can tell you that I don't think it has anything to do with your phone number or address.

Good luck, and if you should happen upon a fix, please let me know! Thanks.