Faulty Products

What seems to be the problem?

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  My phone won’t turn on.

  Try these four solutions;
  
  1) Plug your phone in to charge for a few hours, or overnight if you can. Failing that, try charging it from your computer for a similar length of time.
  
  2) Alternatively, you can reset your phone, depending on the model, by holding a combination of one of the following buttons for 10 seconds: power and home button / power and volume up / power and volume down.
  
  3) Make sure your battery is in the phone (sometimes they arrive separately in the box).
  
  4) Make sure you’ve got your screen brightness turned up. In a bright room or outside, it may be too dark to see.
  
  Not solved your fault?
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  I can’t hear people during phone calls.

  Try these four solutions;
  
  1) Does your phone still have the screen protector on? If so, please peel it off, as it can distort audio quality during calls and when playing sound on loudspeaker.
  
  2) If you already have removed the protector, or doing so hasn’t helped, try turning the call volume up using the volume controls on the side of your phone. Please also check your volume settings to make sure it’s turned up for phone calls.
  
  3) It sounds obvious, but make sure that you haven’t got any headphones plugged in when taking calls, as the audio can get channelled through them, instead of the phone’s earpiece.
  
  4) Try switching a phone call to loud speaker. If that fixes it, there might be a fault with the earpiece. In which case, you may need to book an exchange with your manufacturer or ourselves.
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  I’m having problems with my mobile signal.

  Try these solutions;
  
  1) Make sure your network/carrier settings are up to date. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
  
  2) If you’ve tried the solution above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.
  
  

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191
  
  3) If you insert your SIM card into another phone on the same network, and it does get signal, your phone could be faulty. You might need to organise an exchange or repair, by contacting Samsung directly.
  

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  My phone isn’t recognising my SIM card.

  Try these three solutions;
  
  1) Make sure your network/carrier settings are up to date. Try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
  
  2) If you’ve tried the solution above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.
  
  

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191
  
  3) If you insert your SIM card into another phone on the same network, and it does get signal, your phone could be faulty. You might need to organise a repair or replacement, by clicking here.
  
  Not solved your fault?

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  My phone arrived damaged.

  Please keep hold of all the original packaging and accessories, then contact us on 03330 726 7467 or email [email protected].
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  I can’t see my phone screen clearly.

  Try these two solutions;
  
  1) Turn your screen brightness up, by going to your device Settings, under Display or Screen or something similar. You may also be able to turn your screen brightness up from your phone’s control panel, which you can access from the top of your screen.
  
  2) Most phones come with an auto-brightness feature that automatically sets and readjusts your screen brightness according to the ambient light. You can disable this and keep a particular level of screen brightness by turning the auto-brightness feature off in your device Settings.
  
  Not solved your fault?
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  How long is my manufacturer warranty?

  Your Samsung mobile is covered for 24 months under warranty, while the battery is covered for 6 months.
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  Exchanging or repairing faulty phones

  You benefit from a manufacturer warranty, which means you may be able to get any faults repaired for free. To do so, please contact Samsung directly on 0330 726 7864.