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Samsung Galaxy S6

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 9: Poor or no coverage on the mobile network

If you're trying to access the Internet using the mobile network, you need good network coverage in your area.

Solution: Try again later when you're in an area with better network coverage. View our network coverage map.

We are pleased that your problem was solved.

Cause 2 of 9: You're not connected to a WLAN

If you're trying to access the Internet using a WLAN, you need to be connected to a WLAN.

Solution: Establish connection to a WLAN.

Step 1 of 6

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

Step 2 of 6

Press Wi-Fi.

Step 3 of 6

Press the indicator next to "Wi-Fi" until the function is activated.

Step 4 of 6

A list of WLANs within range is displayed.
Press the required WLAN.

Step 5 of 6

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

Step 6 of 6

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

1 Find " Wi-Fi"

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

Press Wi-Fi.

2 Activate WLAN

Press the indicator next to "Wi-Fi" until the function is activated.

3 Connect to WLAN

A list of WLANs within range is displayed.
Press the required WLAN.

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

4 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.

Cause 3 of 9: You're abroad and data roaming is deactivated on your mobile phone

If you're trying to access the Internet using the mobile network when abroad, data roaming needs to be activated on your mobile phone.

Solution: Activate data roaming.
Please note: you may induce additional costs by activating data roaming.

Step 1 of 5

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

Step 2 of 5

Press Mobile networks.

Step 3 of 5

Press Data roaming to activate or deactivate the function.

Step 4 of 5

If you activate the function:
Press OK.

Step 5 of 5

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

1 Find " Mobile networks"

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

Press Mobile networks.

2 Activate or deactivate data roaming

Press Data roaming to activate or deactivate the function.

If you activate the function:
Press OK.

3 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.

Cause 4 of 9: You've established a connection to a WLAN but you're not logged on

Some WLANs require that you log on.

Solution: Open the browser on your mobile phone and try to load a website. The browser is directed to the start page of the WLAN. Follow the instructions to log on.
If you can't log on to the WLAN, deactivate WLAN on your mobile phone and connect to the Internet using the mobile network.

Step 1 of 8

Press Internet.

Step 2 of 8

Press the address bar.

Step 3 of 8

Key in the address of the required website and press Go.

Step 4 of 8

Press MORE.

Step 5 of 8

Press Add to Bookmarks.

Step 6 of 8

Press Bookmarks.

Step 7 of 8

Press the required bookmark.

Step 8 of 8

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

1 Find "Internet"

Press Internet.

2 Enter a web address

Press the address bar.

Key in the address of the required website and press Go.

3 Add the current website to your bookmarks

Press MORE.

Press Add to Bookmarks.

4 Go to a bookmark

Press Bookmarks.

Press the required bookmark.

5 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.

Cause 5 of 9: You've activated manual network selection and are out of range of the selected network

If you're trying to access the Internet using the mobile network and you've activated manual network selection, you need to be within range of the selected network.

Solution: Activate automatic network selection so that your mobile phone connects to a network automatically.

Step 1 of 8

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

Step 2 of 8

Press Mobile networks.

Step 3 of 8

Press Network operators.

Step 4 of 8

Your mobile phone searches for networks within range.
Select one of the following options:
Select network manually, go to 2a.
Select network automatically, go to 2b.

Step 5 of 8

Press Search networks.

Step 6 of 8

Press the required network.
Your display will tell you if you have access to the network you've selected.

Step 7 of 8

Press Select automatically.

Step 8 of 8

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

1 Find " Network operators"

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

Press Mobile networks.

Press Network operators.

2 Select an option

Your mobile phone searches for networks within range.
Select one of the following options:
Select network manually, go to 2a.
Select network automatically, go to 2b.

3 2a - Select a network manually

Press Search networks.

Press the required network.
Your display will tell you if you have access to the network you've selected.

4 2b - Select a network automatically

Press Select automatically.

5 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.

Cause 6 of 9: Flight mode is activated

If flight mode is activated, your mobile phone's transmitting functions are deactivated. This means that you can't access the Internet using neither the mobile network nor WLAN.

Solution: Deactivate flight mode.

Step 1 of 2

Press and hold On/Off.

Step 2 of 2

Press Flight mode to activate or deactivate the function.

1 Activate or deactivate flight mode

Press and hold On/Off.

Press Flight mode to activate or deactivate the function.

We are pleased that your problem was solved.

Cause 7 of 9: Mobile data is deactivated on your mobile phone

If you try to access the Internet using the mobile network, mobile data needs to be activated on your mobile phone.

Solution: Activate mobile data.

Step 1 of 3

Slide your finger down the display starting from the top edge of your mobile phone.
Press the mobile data icon to activate or deactivate the function.

Step 2 of 3

If you deactivate the function:
Press OK.

Step 3 of 3

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

1 Activate or deactivate mobile data

Slide your finger down the display starting from the top edge of your mobile phone.
Press the mobile data icon to activate or deactivate the function.

If you deactivate the function:
Press OK.

2 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.

Cause 8 of 9: Your mobile phone hasn't been correctly set up for Internet

If you're trying to access the Internet using the mobile network, you need to set up your mobile phone correctly for Internet.

Solution: Set up your mobile phone for Internet.

Step 1 of 22

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

Step 2 of 22

Press Mobile networks.

Step 3 of 22

Press Access Point Names.

Step 4 of 22

Press ADD.

Step 5 of 22

Press Name.

Step 6 of 22

Key in Swisscom Services and press OK.

Step 7 of 22

Press APN.

Step 8 of 22

Key in gprs.swisscom.ch and press OK.

Step 9 of 22

Press MCC.

Step 10 of 22

Key in 228 and press OK.

Step 11 of 22

Press MNC.

Step 12 of 22

Key in 01 and press OK.

Step 13 of 22

Press Authentication type.

Step 14 of 22

Press None.

Step 15 of 22

Press APN type.

Step 16 of 22

Key in default and press OK.

Step 17 of 22

Press Bearer.

Step 18 of 22

Press Unspecified.

Step 19 of 22

Press MORE.

Step 20 of 22

Press Save.

Step 21 of 22

Press the field next to the data connection to fill in the field.

Step 22 of 22

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

1 Find " Access Point Names"

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

Press Mobile networks.

Press Access Point Names.

2 Set up a new data connection

Press ADD.

3 Enter a data connection name

Press Name.

Key in Swisscom Services and press OK.

4 Enter APN

Press APN.

Key in gprs.swisscom.ch and press OK.

5 Enter the country code

Press MCC.

Key in 228 and press OK.

6 Enter the network code

Press MNC.

Key in 01 and press OK.

7 Select the authentication type

Press Authentication type.

Press None.

8 Select the APN type

Press APN type.

Key in default and press OK.

9 Select data bearer

Press Bearer.

Press Unspecified.

10 Save and activate the data connection

Press MORE.

Press Save.

Press the field next to the data connection to fill in the field.

11 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.

Cause 9 of 9: WLAN isn't activated on your mobile phone

If you're trying to access the Internet using a WLAN, WLAN needs to be activated on your mobile phone.

Solution: Activate WLAN.

Step 1 of 6

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

Step 2 of 6

Press Wi-Fi.

Step 3 of 6

Press the indicator next to "Wi-Fi" until the function is activated.

Step 4 of 6

A list of WLANs within range is displayed.
Press the required WLAN.

Step 5 of 6

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

Step 6 of 6

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

1 Find " Wi-Fi"

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

Press Wi-Fi.

2 Activate WLAN

Press the indicator next to "Wi-Fi" until the function is activated.

3 Connect to WLAN

A list of WLANs within range is displayed.
Press the required WLAN.

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

4 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.

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1 Find " Wi-Fi"

2 Activate WLAN

3 Connect to WLAN

4 Return to the Home screen

1 Find " Mobile networks"

2 Activate or deactivate data roaming

3 Return to the Home screen

1 Find "Internet"

2 Enter a web address

3 Add the current website to your bookmarks

4 Go to a bookmark

5 Return to the Home screen

1 Find " Network operators"

2 Select an option

3 2a - Select a network manually

4 2b - Select a network automatically

5 Return to the Home screen

1 Activate or deactivate flight mode

1 Activate or deactivate mobile data

2 Return to the Home screen

1 Find " Access Point Names"

2 Set up a new data connection

3 Enter a data connection name

4 Enter APN

5 Enter the country code

6 Enter the network code

7 Select the authentication type

8 Select the APN type

9 Select data bearer

10 Save and activate the data connection

11 Return to the Home screen

1 Find " Wi-Fi"

2 Activate WLAN

3 Connect to WLAN

4 Return to the Home screen

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