S20 keeps disconnecting from WiFi

[zardor]

My S20's WiFi connection at home constantly drops out. This only happens with my home router and the ISP has done everything they can on their end. My other devices work fine on this network. The S20 has no issues with the mobile network or other WiFi networks. I turned off 'Google Location Accuracy' and 'Wi-Fi scanning' which reduced the frequency of disconnects, but the overarching problem persists...

[Troubadour]

Let's check some obvious things. First, have you disconnected from the network and deleted the connection, and then re-connected? Second, does this happen everywhere in the house or do you only use the phone in one place? If only one place is it distant from the router? Third, does your modem/router support both 2.4 a d 5 Ghz wi-fi networks? If both have you tried both networks? 2.4 Ghz covers longer distance, 5 Ghz is much faster. Fourth, have you loaded an app called wi-fi analyzer from Google Play Store? Wi-fi analyzer allows you to check if the channels you are using are over-loaded. E.g. the 2.4 network uses channels 1-13. Other devices may be using the same channels as your phone, including your neighbours wi-fi networks. If so, you can change the channels you use in the modem/router settings either lock to a specific channel or set to automatically choosing the best, least used by other devices, channel. Least likely but possible, is someone trying to **bleep** your network? Are you using proper security settings, especially a password? Also, have you changed your network password lately (yes it's a nuisance having to update the connections for all your devices but should be done in this case as something worth trying).

[zardor]

Yes, I've deleted the network and reconnected a few times.

It happens everywhere inside and outside the house (ie wherever it's in range).

The modem has 2.4 and 5 GHz green lights but there is only the one network to sign-in to, and I'm not sure which frequency that is. Regardless, even if I'm just a metre from the modem, the connectivity issues are no better or worse.

I haven't tried the WiFi analyser option, but if the problem was as you described, then those issues would be manifesting not in the one device only. My laptop and other phone (an S7) have no connectivity issues with this modem.

There's definitely nobody trying to use my network. This issue has persisted from day dot, long before anyone else had the password.

[SamsungLaura]

Hi @zardor, thanks for the additional information. In that case, I suggest sending an error report within 2-3 minutes of the issue occurring for this to be investigated. Error reports are sent to our team to identify any deviations in your device performance, once analysed, our team will get back to you with a response to advise further. 

To send an error report:

Samsung Members > Get help > Error reports > select issue category > describe issue and frequency > Tick ‘send system log data’ > Send in top right.

[zardor · Accepted solution]

Hi Laura, thank you for helping. I called the ISP after emailing them your post and they helped me create a secondary wireless network for 5 GHz. Since my S20 has been connected to that network, I've had no problems. It is bizarre that the modem doesn't come ready with two networks out of the box, but the additional step of setting it up has fixed the issue. Thanks again!

[SamsungLaura]

Hi @zardor, sorry to hear you're having with your S20 connection.

Please try the below troubleshooting steps and let me know how you go. 

• Turn the router off for 10 seconds
• Forget the Wi-Fi network and then re-sign into the Wi-Fi network
• Switch from 5 GHz to 2.4 GHz or vice versa (dependent on router specifications)
• Turn off power saving mode
• Run your phone to Safe Mode and observe [hold power > restart > hold volume down until lock screen].
• Reset network settings [Settings > General Management > Reset > Reset network settings > RESET NETWORK SETTINGS]  
• Restart your device 

[zardor]

Thanks for your reply but I've tried all that, except switching between 2.4 and 5 GHz because there is only one network I can join. It doesn't say which frequency it is either. In these pictures it just shows a button for each frequency.

[Troubadour]

Laura's suggestions are very helpful.
1. Please note that most routers have settings that you access through a browser using an IP address, unless access is denied by NBN. You can find out the IP address by searching using Google for your router model and 'manual'. If you find a manual print it, nothing worse than using an on-line manual and stuffing your settings. Before starting read the manual to see how to back up your settings and do it. You will usually find the router user name and password either underneath your router or in the documentation you have been given, or from your ISP as they use this as part of their settings.
IGNORE THIS next bit until you have tried 3 below.2. General information on channels is found in the manual, information on which channels YOU are using is in one of the sub pages inthe browser..
3. Looking at your modem picture I can't tell whether you can push in both the 2.4 button and the 5G button or if pushing one in pushes out the other. Ideally push both in then when you go to Network Connections you should see two networks, one 2.4 and the other 5. For today when you set up choose auto-connect for one of them.
4. If, after you have tried Laura's suggestions you still have problems load the the Wi-fi analyzer app. Let me be abrasive, the title of the app includes 'analyzer' in its name. It doesn't change settings, it merely analyzes some information which helps you identify some problem areas. I am using "Wifi Analyzer" version 3.11.2. This particular app shows lots of information like actual channels being used, info on both 2.4 and 5 networks, signal strength in each room, other networks that might be interfering with yours and more.
5. I can telll that all this information might be confusing, if you have trouble with all of this you might have to find a friend who can help you.