Troubleshoot call disconnections and no network signal on a Samsung Galaxy device

If calls appear to disconnect unexpectedly or your Samsung Galaxy device appears to be unable to detect a network signal, the issue may be related to device settings, network conditions, or mobile network configuration. Features such as Airplane mode or blocked unknown callers may also affect calls and connectivity. Follow the steps below to check the network connection status and restore mobile connectivity on your Galaxy device.
Galaxy phone screen showing no network signal during call.
Galaxy phone screen showing no network signal during call.

Troubleshoot call disconnections and no network signal on a Samsung Galaxy device

Note
Menu names, settings, and screen layouts may vary depending on the model and software version. 
1

Update your Galaxy device software.

Outdated software may affect network stability or call performance. Make sure your Galaxy device software is updated to the latest version.

  1. Open Settings, then tap Software update.
  2. Tap Check for updates.

    Software update screen with the Check for updates option highlighted.
  3. Follow the on-screen instructions. A confirmation will appear once the software is up to date.
2

Check Airplane mode.

When Airplane mode is enabled, phone calls and network connections are unavailable.

  1. Open Settings, then tap Connections.
  2. Turn off Airplane mode and check the network connection again.
    Connections menu with the Airplane mode toggle turned off.
3

Check blocked unknown callers settings.

If incoming calls are not received properly, calls from unknown or hidden numbers may be blocked.

  1. Open the Phone app.
  2. Tap More options (three dots).
    Phone app screen with the More options icon highlighted in the top right corner.
  3. Tap Settings. 
  4. Tap Block numbers.
  5. Turn off Block calls from unknown numbers and check the call status again.
    Block numbers screen with the Block calls from unknown numbers toggle turned off.
4

Reset mobile network settings.

If calls continue disconnecting or network signals keep dropping, resetting may help.

  1. Open Settings, then tap General management.
  2. Tap Reset. 
  3. Tap Reset mobile network settings.
    Reset menu with the Reset mobile network settings option highlighted.
  4. Tap Reset settings.
  5. Tap Reset.
5

Reset APN (Access Point Name) settings.

Incorrect APN settings may prevent the device from connecting to the mobile network.

  1. Open Settings, then tap Connections.
  2. Tap Mobile networks.
    Connections menu with the Mobile networks option highlighted.
  3. Tap Access Point Names.
    Mobile networks menu with Access Point Names highlighted.
  4. Tap More options (the three vertical dots).
    Access Point Names screen with the More options icon highlighted in the top right.
  5. Tap Reset to default.
    Access Point Names screen with the Reset to default button highlighted in the top right.
  6. Tap Reset.
6

Change the network mode.

The selected network mode may not connect properly depending on your location or carrier environment.

  1. Open Settings, then tap Connections.
  2. Tap Mobile networks.
  3. Tap Network mode.
    Mobile networks menu with Network mode highlighted.
  4. Try switching between available network modes and check the connection status.
    Mobile networks screen with a list of Networks modes.
7

Run Samsung Members Phone diagnostics.

If the issue continues after trying the steps above, use Samsung Members Phone diagnostics to check the mobile network status.

Note: Phone diagnostics is available only on Galaxy devices with the Samsung Members app installed.

  1. Open the Samsung Members app, then tap Support.
    Samsung Members app home screen with the Support option highlighted.
  2. Tap Get Started. The full diagnostics scan will begin. You can stop the process and select specific items to run individual tests.
  3. Select Mobile network.
    Phone diagnostics list with the Mobile network option highlighted.
  4. Follow the on-screen instructions and check the diagnostic results.
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