Change device

Samsung Galaxy S6 edge +

Go to Supplies Device is defective (display, water, casing)

Troubleshooting

If your device isn't working properly, you can try several solutions to solve the problem.
In most cases you can solve the problem by following these guidelines:

Cause 1 of 10: The battery is flat

If the battery is flat, you can't turn on your mobile phone.

Solution: Charge the battery.

Step 1 of 3

Connect the charger to the phone socket and to a wall socket.

Step 2 of 3

When the battery charging icon is displayed, charging is in progress.

Step 3 of 3

When the battery is fully charged, you can remove the charger from the wall socket and your mobile phone.

1 Connect the charger to your mobile phone

Connect the charger to the phone socket and to a wall socket.

When the battery charging icon is displayed, charging is in progress.

2 End charging

When the battery is fully charged, you can remove the charger from the wall socket and your mobile phone.

We are pleased that your problem was solved.

Cause 2 of 10: Your SIM card is faulty

If your SIM card is faulty, this is displayed.

Solution: Check if your SIM card is faulty by inserting it in another tablet. If your SIM card is not accepted by the other mobile phone, your SIM card is probably faulty. Log on to Swisscom Customer Centre to order a new SIM card.

We are pleased that your problem was solved.

Cause 3 of 10: An incorrect PIN has been entered

The PIN is used to protect your SIM card from unauthorised use. If an incorrect PIN is entered, you can't turn on your mobile phone.

Solution: Key in the correct PIN.
If an incorrect PIN is entered three times in a row, your SIM card will be blocked and you need to key in your PUK. The PUK can be obtained by logging on to Swisscom Customer Centre.

Step 1 of 5

Press On/Off until your mobile phone is turned on.

Step 2 of 5

Key in your PIN and press OK.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

Step 3 of 5

Press and hold On/Off.

Step 4 of 5

Press Power off.

Step 5 of 5

Press POWER OFF.

1 Turn on your mobile phone

Press On/Off until your mobile phone is turned on.

2 Enter PIN

Key in your PIN and press OK.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

3 Turn off your mobile phone

Press and hold On/Off.

Press Power off.

Press POWER OFF.

We are pleased that your problem was solved.

Cause 4 of 10: Your SIM card is blocked

If an incorrect PUK is entered ten times in a row, your SIM card is blocked permanently.

Solution: You'll need a new SIM card. Log on to Swisscom Customer Centre to order a new SIM card.

We are pleased that your problem was solved.

Cause 5 of 10: You're asked to key in your PUK

If you enter an incorrect PIN three times in a row, you need to key in your PUK.

Solution: Key in the correct PUK.
Please note: if you haven't received a PUK or don't know it, it can be obtained by logging on to Swisscom Customer Centre.

We are pleased that your problem was solved.

Cause 6 of 10: Your mobile phone hasn't been assembled correctly

If your mobile phone hasn't been assembled correctly, you can't turn on your mobile phone.

Solution: Make sure your mobile phone has been assembled correctly.

Step 1 of 4

Insert the opener for the SIM holder into the small hole in the SIM holder at the top of your mobile phone.

Step 2 of 4

Remove the SIM holder from your mobile phone.

Step 3 of 4

Turn your SIM so that the angled corner of your SIM matches the angled corner of the SIM holder.
Place your SIM in the SIM holder.

Step 4 of 4

Slide the SIM holder into your mobile phone.

1 Insert your SIM

Insert the opener for the SIM holder into the small hole in the SIM holder at the top of your mobile phone.

Remove the SIM holder from your mobile phone.

Turn your SIM so that the angled corner of your SIM matches the angled corner of the SIM holder.
Place your SIM in the SIM holder.

Slide the SIM holder into your mobile phone.

We are pleased that your problem was solved.

Cause 7 of 10: Your mobile phone is locked to another service provider

If your mobile phone is locked to another service provider and you're trying to use a Swisscom SIM card, the display will tell you that your SIM card is invalid.

Solution: Before you can use a Swisscom SIM card, you need to unlock your mobile phone using an unlock code. To get the unlock code, contact the service provider that locked your mobile phone.

We are pleased that your problem was solved.

Cause 8 of 10: Your mobile phone is SIM locked to Swisscom

If your mobile phone is SIM locked to Swisscom and you try to use a SIM card from another service provider, the display will tell you that your SIM card is invalid.

Solution: To use a SIM card from another service provider, you'll need to unlock your mobile phone. To unlock your mobile phone, certain conditions need to be met, this may not be free of charge.

We are pleased that your problem was solved.

Cause 9 of 10: Your mobile phone isn't turned on correctly

Your mobile phone won't turn on if it's not done correctly.

Solution: Turn on your mobile phone correctly.

Step 1 of 5

Press On/Off until your mobile phone is turned on.

Step 2 of 5

Key in your PIN and press OK.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

Step 3 of 5

Press and hold On/Off.

Step 4 of 5

Press Power off.

Step 5 of 5

Press POWER OFF.

1 Turn on your mobile phone

Press On/Off until your mobile phone is turned on.

2 Enter PIN

Key in your PIN and press OK.
If your mobile phone rejects your SIM:
Contact your distributor or service provider where you bought your mobile phone.

3 Turn off your mobile phone

Press and hold On/Off.

Press Power off.

Press POWER OFF.

We are pleased that your problem was solved.

Cause 10 of 10: The phone lock code is activated

The phone lock code is used to protect your mobile phone from unauthorised use. When the phone lock code is activated, it needs to be entered every time you turn on your mobile phone.

Solution: Key in the phone lock code. You can now deactivate the phone lock code.
If you've forgotten the phone lock code, contact the manufacturer for assistance.

Step 1 of 24

Slide your finger down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 24

Press Lock screen and security.

Step 3 of 24

Press Screen lock type.

Step 4 of 24

You can create several types of phone lock codes. The steps below describe three examples:
Create phone lock code using a pattern, go to 2a.
Create phone lock code using your fingerprint, go to 2b.
Create phone lock code using a PIN, go to 2c.

Step 5 of 24

Press Pattern.

Step 6 of 24

Press and drag a point to connect at least four points.

Step 7 of 24

Press CONTINUE.
Repeat the selected phone lock code to confirm.

Step 8 of 24

Press CONFIRM.

Step 9 of 24

Key in a four-digit PIN and press CONTINUE.

Step 10 of 24

Key in the PIN again and press OK.

Step 11 of 24

Press the required setting.

Step 12 of 24

Press DONE.

Step 13 of 24

Press Fingerprints.
Follow the instructions on the display to add a fingerprint.

Step 14 of 24

Key in a password and press CONTINUE.

Step 15 of 24

Key in the password again and press OK.

Step 16 of 24

Press the required setting.

Step 17 of 24

Press DONE.

Step 18 of 24

Press PIN.

Step 19 of 24

Key in the required phone lock code and press CONTINUE.

Step 20 of 24

Key in the phone lock code again and press OK.

Step 21 of 24

Press the required setting.

Step 22 of 24

Press DONE.

Step 23 of 24

Press None.

Step 24 of 24

Press the Home key to end the session and return to the Home screen.

1 Find " Screen lock type"

Slide your finger down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press Lock screen and security.

Press Screen lock type.

2 Select option

3 2a - Create phone lock code using a pattern

Press Pattern.

Press and drag a point to connect at least four points.

Press CONTINUE.
Repeat the selected phone lock code to confirm.

Press CONFIRM.

Key in a four-digit PIN and press CONTINUE.

Key in the PIN again and press OK.

Press the required setting.

Press DONE.

4 2b - Create phone lock code using your fingerprint

Press Fingerprints.
Follow the instructions on the display to add a fingerprint.

Key in a password and press CONTINUE.

Key in the password again and press OK.

Press the required setting.

Press DONE.

5 2c - Create phone lock code using a PIN

Press PIN.

Key in the required phone lock code and press CONTINUE.

Key in the phone lock code again and press OK.

Press the required setting.

Press DONE.

6 Deactivate use of phone lock code

Press None.

7 Return to the Home screen

Press the Home key to end the session and return to the Home screen.

We are pleased that your problem was solved.

Unfortunately, we can't solve the problem with your device.

We suggest you try updating the device software if you haven't done so recently. Manufacturers often use software updates to add new functionality and resolve problems.

If this doesn't help, please visit our My Service webpage for more help.

Was this helpful?

The solution is faulty

I did not understand the solution

I did not find the solution

I did not find my device

My e-mail address for inquiries (optional)

Send this article to a friend

Required information *

1 Connect the charger to your mobile phone

2 End charging

1 Turn on your mobile phone

2 Enter PIN

3 Turn off your mobile phone

1 Insert your SIM

1 Turn on your mobile phone

2 Enter PIN

3 Turn off your mobile phone

1 Find " Screen lock type"

2 Select option

3 2a - Create phone lock code using a pattern

4 2b - Create phone lock code using your fingerprint

5 2c - Create phone lock code using a PIN

6 Deactivate use of phone lock code

7 Return to the Home screen

Send this article to a friend

Get information on...