Galaxy Buds2 Pro Keeps on Disconnecting and Reconnecting

[JamEsguerra]

Hi, anyone having same experience with me. My recently purchased buds pro 2 keeps on disconnecting and reconnecting, but I was able to resolve it by unpair/re-pairing but It came back a while ago, and resolved it again using the same method.

Another thing is that one time, when it reconnected the volume is so low even when put at max volume.

By the way the product i received already had broken transparent tape, although the samsung seal is still intact. 

Cover image

[JamEsguerra]

These are the photos when i received it.

[TeamGalaxyRene]

Hello JamEsguerra,

About your concern upon receiving your ordered item with already broken transparent tape, please write us an email through the below email address.

ph_shop@samsung.com

Thank you.

[JamEsguerra]

Is the broken/sliced through transparent tape normal? Or it should be transported/sent that way? Either way, I feel like I need to have my unit replaced by a sealed one. I think the samsung team in my pick up location can attest that I got this package this way.

[summeRamirez]

It should have been sealed. Send an email per Rene asap.

[JamEsguerra]

I've sent an email, last sat. No response yet

[TeamGalaxyRene]

Hello JamEsguerra,

Sorry to hear that, about your experience with your Samsung Galaxy Buds 2 having connectivity issues and at the same time when you received the item, the transparent tape of the box was already broken and with that, we apologize for the inconvenience it caused you.

Before you try out the recommendations below, be sure to check if your device's software and related apps are updated to the latest version. To update your mobile device's software, follow these steps:

Step 1. Go to Settings > Software update.

Step 2. Tap on Download and install.

Step 3. Follow the on-screen instructions.

Step 4. Reset your device.

Troubleshoot your Galaxy Buds for connectivity issues.

If your Galaxy Buds, disconnect from your phone often, it may be due to a poor Bluetooth connection or because you are wearing the earbuds incorrectly. You should check that the earbuds are properly inserted into your ears, that your Bluetooth connection is secure, and that your earbuds' software is up-to-date.

Note : Buds Sleeves may be required if your Galaxy Buds Live sits too far in your ear,

1) Make sure you are wearing your earbuds correctly.

Check that you're wearing your earbuds properly. A correct fit is required for normal operation.

2) Check the Bluetooth range between the earbuds and your phone.

Make sure to use the earbuds and your device within 30 feet of each other. The distance may vary depending on the environment and your phone model.

Avoid using the device near obstructions that can block the Bluetooth signal, such as walls, routers, electrical equipment, or electromagnetic waves.

3) Check for software updates for the earbuds.

You can check for software updates through the Galaxy Wearable app on your phone.

4) Check the earbuds' battery status.

If they have a low battery, the buds may disconnect from the phone. In this case, you will need to charge the earbuds. You can check the battery level in the Galaxy Wearable app.

Alternatively, you can insert the earbuds in the case to check the battery life. Depending on your earbuds, the charging case indicator light will be located on the front or rear of the case.

If the problem persists, immediately bring your device to the nearest Samsung Authorized Service Center. Rest assured that our Samsung Engineers/Technicians are competent to assess your device and offer solutions to restore it up to optimum performance.

https://www.samsung.com/ph/support/service-center/

For more assistance, you may contact us on our online Samsung support channels below.

https://samsung-livechat.sprinklr.com/seao/ph/index.html 

https://www.samsung.com/ph/support/contact/#onlinesupport  

Or contact our Samsung direct hotline numbers below.

#GALAXY or #425299 [Mobile Phones & Tablets]

Available 24/7

1-800-10-7267864 [All Product, Toll Free, PLDT]

1-800-8-7267864 [All Product, Toll Free, Globe]

842 221 11 [All Product, Landline]

Daily (8:00am to 8:00pm)

[JamEsguerra]

Hi. I've tried everything, but it still disconnect/reconnect from time to time, but less frequent. But I will send it to a service center ASAP. I'm quite dismayed since this is a one-day old buds 2 pro, and it showed this kind of issue. I've been an avid samsung user, while this may be my first time experiencing this kind of trouble with samsung, it is still very disappointing.

[butete]

have you updated? has it made impact?

[JamEsguerra]

I'll try the suggestions and see if it will still continue to disconnect/reconnect