02-16-2017 05:35 PM
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  1. dwterry's Avatar
    GOOD NEWS! I called T-Mobile and they overnighted a new Note 5 and it has solved my connectivity problems.

    Just a quick recap of what I experienced:
    - Gear S2 watch would disconnect if I put the phone in my pocket (sometimes even while I was still holding the phone). FIXED!
    - Music being played on a Bluetooth stereo would cut out if I turned my back on it (putting my body in the way of the stereo). FIXED!
    - Scanning for Bluetooth devices in an office environment found only 1 device. FIXED (new phone finds about 20 devices)
    Matt Behnken likes this.
    10-29-2015 04:47 PM
  2. mtbdaivd's Avatar
    Keep in mind dwterry that this bluetooth issue seems to occur several weeks into using a note 5 with bluetooth devices. I am on my second Note 5 and 3rd week of use. I still think there is a a hardware or software bluetooth issue with the note 5 that has not been addressed by Samsung. We just keeping sending the phones back for warranty replacements.
    10-30-2015 12:09 AM
  3. recDNA's Avatar
    Does this happen to every Note 5? I am trying to purchase one.
    10-30-2015 01:42 PM
  4. Glock23-G4's Avatar
    Does this happen to every Note 5? I am trying to purchase one.
    I've had mine since day 1... bluetooth is on 24/7 with no problems.
    edglock21 likes this.
    10-30-2015 02:16 PM
  5. kajoey's Avatar
    Does it work well when your phone is connected to wifi?
    10-30-2015 02:23 PM
  6. recDNA's Avatar
    I've had mine since day 1... bluetooth is on 24/7 with no problems.
    Thanks. That is a relief..
    10-30-2015 04:07 PM
  7. edglock21's Avatar
    I've had mine since day 1... bluetooth is on 24/7 with no problems.
    Good to hear - are you connecting to a watch? That seems like one of the culprits here

    I'm trying to find a common denominator in what the folks that are having the issue are using - and watches seem to be one.

    If not, what are you paired with?
    11-01-2015 08:47 PM
  8. Honda_Insight's Avatar
    Hate to be one more, but looks like I am. I got my Note 5 on October 11 and weak bluetooth problem stuck on October 31. My headset connection breaks up when I put my phone in a pouch on my belt. This is the same with two different headsets. My Pebble is frequently losing connection too. T-mobile return policy is 14 days. I will call them Monday to see what they say. I'm considering a doing a factory reset, but that doesn't seem to be helping other folks. I don't suspect home wi-fi, since the problem was terrible while riding my bike.
    11-01-2015 11:01 PM
  9. kajoey's Avatar
    No luck with Samsung on getting a replacement but AT&T was very easy to work with (even though i bought the phone from Best Buy). They are sending me a replacement and hope the bluetooth range issues are fixed.
    11-01-2015 11:07 PM
  10. Honda_Insight's Avatar
    BAD NEWS UPDATE. This only helped a bit for A day or so. Sent phone to Samsung today for repair.

    I chatted with Samsung support. Poured a cup of tea into my mac keyboard so I can't post the chat transcript. I'll try to post the magic sauce that got it working from my note 5.

    Go to settings - applications - application manager- all applications - bluetooth. Tap clear data. Reboot your phone. See if Bluetooth is working better.

    I'll post more when my keyboard starts working or I get a new one.

    Posted via the Android Central App
    11-02-2015 12:30 AM
  11. Honda_Insight's Avatar
    BAD NEWS UPDATE. This only helped a bit for A day or so. Sent phone to Samsung today for repair.

    This is a transcript of the support that resolved my weak bluetooth issue:
    Weak Bluetooth problem started October 31
    Samsung Support Website
    Please wait for a Samsung Agent to respond.

    You are now chatting with 'Sunil G'. There will be a brief survey at the end of our chat to share feedback on my performance today.

    Your Issue ID for this chat is LTK...
    Sunil G: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
    Dwight: My Note 5 suddenly has weak bluetooth. I got my Note 5 on October 11 and weak bluetooth problem stuck on October 31. My headset connection breaks up when I put my phone in a pouch on my belt. This is the same with two different headsets. My Pebble is frequently losing connection too.
    Sunil G: I am sorry to read that your device experiencing issues with Bluetooth.
    Sunil G: That must be really inconvenient for you to have issues with your new device.
    Sunil G: I would be glad to look into this for you.
    Sunil G: May I ask a few questions to assist you better?
    Dwight: Yes
    Sunil G: May I know the model number of your device? You can find the model number from Settings>>About device>> Model number.
    Dwight: Model number: SM-N920T
    Sunil G: Thank you.
    Sunil G: How long have you been experiencing this issue?
    Dwight: Two days now. Started October 11
    Sunil G: Okay, are you experiencing this issue after installing any application from PlayStore?
    Dwight: I've got several dozen applications installed. Not sure which ones in the past couple of days.
    Sunil G: Okay, has your device ever exposed to any sort of damage(Physical or Liquid)?
    Dwight: No
    Sunil G: Have you tried performing any troubleshooting steps? If so please let me know so that we can skip them now and perform a few more.
    Dwight: I have rebooted the phone several times. I uninstalled and reinstalled the Pebble (watch) application because I was having trouble reestablishing the bluetooth connection.
    Sunil G: Thank you for the information.
    Sunil G: Let us try a few troubleshooting steps and check for the result.
    Dwight: Cool
    Sunil G: I will share the steps to boot the device in safe mode. Performing safe mode will temporarily block downloaded/third party applications.
    Dwight: OK
    Sunil G: 1. Power off the device.
    Sunil G: 2. Press and hold the Power/Lock key for one or two seconds to turn on the device.
    Sunil G: 3. When the Samsung logo displays, press and hold the Volume down key until the lock screen displays.
    Sunil G: 4. When the Lock screen is displayed, Safe mode is displayed in the lower-left corner of the screen.
    Sunil G: Please keep me posted, Dwight.
    Dwight: OK, It now says safe mode
    Sunil G: Please try to check for the issue by connecting your device to other Bluetooth device.
    Dwight: Getting a lot of unfortunately ... has stopped. Google play, etc.
    Sunil G: Just to confirm, have you updated your device software recently?
    Dwight: OK, have music playing to my bluetooth headset.
    Sunil G: Okay, are you able to play music earlier?
    Dwight: No system updates for several days.
    Sunil G: Okay, may I know the Baseband version of your device? So that I can check if your device is up to date or any update available. You can find the Baseband version from Settings>> About device>> Baseband version.
    Dwight: Yes. It still seems about the same. When I put my phone in my belt, the music breaks up.
    Dwight: Baseband version: N020TUVU2C015
    Sunil G: Thank you.
    Sunil G: I see that your device software is up to date.
    Sunil G: Please try the below instructions and check for the result.
    Sunil G: These steps will refresh the applications and will not delete any user application data.
    Dwight: OK
    Sunil G: Home screen>>Settings>>More>>Application manager>>All>>Bluetooth. Tap on clear data.
    Dwight: Done
    Dwight: Headset stopped for a bit. Working again.
    Sunil G: Great!! Please restart the device and check for the issue now.
    Dwight: OK
    Dwight: Restarting
    Sunil G: Great!!
    Dwight: Got sound to headset going.
    Sunil G: Is your device working fine now?
    Dwight: Seems to be working fine.
    Sunil G: Perfect!!
    Dwight: Yea!
    Dwight: Thank you very much.
    Sunil G: You're welcome. Is there anything else I can assist you with?
    Dwight: no,thanks
    Sunil G: We thank you for contacting Samsung Technical Support, we appreciate your business. Please click on the blue ‘X’ button on the top right corner of your screen to proceed to the survey. Have a great day!
    Sunil G: Take care!! Bye!!
    Matt Behnken likes this.
    11-02-2015 11:37 AM
  12. Chino32's Avatar
    This is a transcript of the support that resolved my weak bluetooth issue:
    Weak Bluetooth problem started October 31
    Samsung Support Website
    Please wait for a Samsung Agent to respond.

    You are now chatting with 'Sunil G'. There will be a brief survey at the end of our chat to share feedback on my performance today.

    Your Issue ID for this chat is LTK...
    Sunil G: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
    Dwight: My Note 5 suddenly has weak bluetooth. I got my Note 5 on October 11 and weak bluetooth problem stuck on October 31. My headset connection breaks up when I put my phone in a pouch on my belt. This is the same with two different headsets. My Pebble is frequently losing connection too.
    Sunil G: I am sorry to read that your device experiencing issues with Bluetooth.
    Sunil G: That must be really inconvenient for you to have issues with your new device.
    Sunil G: I would be glad to look into this for you.
    Sunil G: May I ask a few questions to assist you better?
    Dwight: Yes
    Sunil G: May I know the model number of your device? You can find the model number from Settings>>About device>> Model number.
    Dwight: Model number: SM-N920T
    Sunil G: Thank you.
    Sunil G: How long have you been experiencing this issue?
    Dwight: Two days now. Started October 11
    Sunil G: Okay, are you experiencing this issue after installing any application from PlayStore?
    Dwight: I've got several dozen applications installed. Not sure which ones in the past couple of days.
    Sunil G: Okay, has your device ever exposed to any sort of damage(Physical or Liquid)?
    Dwight: No
    Sunil G: Have you tried performing any troubleshooting steps? If so please let me know so that we can skip them now and perform a few more.
    Dwight: I have rebooted the phone several times. I uninstalled and reinstalled the Pebble (watch) application because I was having trouble reestablishing the bluetooth connection.
    Sunil G: Thank you for the information.
    Sunil G: Let us try a few troubleshooting steps and check for the result.
    Dwight: Cool
    Sunil G: I will share the steps to boot the device in safe mode. Performing safe mode will temporarily block downloaded/third party applications.
    Dwight: OK
    Sunil G: 1. Power off the device.
    Sunil G: 2. Press and hold the Power/Lock key for one or two seconds to turn on the device.
    Sunil G: 3. When the Samsung logo displays, press and hold the Volume down key until the lock screen displays.
    Sunil G: 4. When the Lock screen is displayed, Safe mode is displayed in the lower-left corner of the screen.
    Sunil G: Please keep me posted, Dwight.
    Dwight: OK, It now says safe mode
    Sunil G: Please try to check for the issue by connecting your device to other Bluetooth device.
    Dwight: Getting a lot of unfortunately ... has stopped. Google play, etc.
    Sunil G: Just to confirm, have you updated your device software recently?
    Dwight: OK, have music playing to my bluetooth headset.
    Sunil G: Okay, are you able to play music earlier?
    Dwight: No system updates for several days.
    Sunil G: Okay, may I know the Baseband version of your device? So that I can check if your device is up to date or any update available. You can find the Baseband version from Settings>> About device>> Baseband version.
    Dwight: Yes. It still seems about the same. When I put my phone in my belt, the music breaks up.
    Dwight: Baseband version: N020TUVU2C015
    Sunil G: Thank you.
    Sunil G: I see that your device software is up to date.
    Sunil G: Please try the below instructions and check for the result.
    Sunil G: These steps will refresh the applications and will not delete any user application data.
    Dwight: OK
    Sunil G: Home screen>>Settings>>More>>Application manager>>All>>Bluetooth. Tap on clear data.
    Dwight: Done
    Dwight: Headset stopped for a bit. Working again.
    Sunil G: Great!! Please restart the device and check for the issue now.
    Dwight: OK
    Dwight: Restarting
    Sunil G: Great!!
    Dwight: Got sound to headset going.
    Sunil G: Is your device working fine now?
    Dwight: Seems to be working fine.
    Sunil G: Perfect!!
    Dwight: Yea!
    Dwight: Thank you very much.
    Sunil G: You're welcome. Is there anything else I can assist you with?
    Dwight: no,thanks
    Sunil G: We thank you for contacting Samsung Technical Support, we appreciate your business. Please click on the blue ‘X’ button on the top right corner of your screen to proceed to the survey. Have a great day!
    Sunil G: Take care!! Bye!!
    damn i tried this and no luck..i'm stuck with hitting up TMo for a replacement i guess. i'll try this again though. thanks for the update
    11-02-2015 11:42 AM
  13. myNote5's Avatar
    I tried this also with no luck with my Note 5! The only solution for me is to turn my WIFI off then I got better connection on my bluetooth to my Gear Fit. I will be able to connect around 6 feet max. I think this is the software issues not the phone.
    11-03-2015 01:48 PM
  14. chrisppppp's Avatar
    I actually did the same thing and it did improve the bluetooth signal dramatically. Now, it's about 7 feet before the signal breaks down. A dramatic improvement over 1 or 2 feet.

    Not sure what's going on but Samsung needs to get their firmware straightened out. Consumers do not have to go through all this trouble to get a "normal" bluetooth connection.
    myNote5 and edglock21 like this.
    11-03-2015 02:03 PM
  15. Reinallt's Avatar
    Same here. About three weeks ago, my bluetooth connection skips or drops when it's a foot away from my note 5 or just in my pocket (gear 2 neo, stereo headset and beats pill). Did the wipe cache, clear bluetooth data even going back to factory defaults. No luck.

    I wish Samsung would address this issue as many of us are affected already.
    11-03-2015 02:06 PM
  16. myNote5's Avatar
    Yup! I was an Apple user and switched to Samsung since note 4. No problem with it until I upgrade to Note 5. My Stylus needs repair and now the Bluetooth issues. If Samsung still cannot act together. They will lose a lot of customers. I'm thinking of switching back to Apple now.
    11-03-2015 03:07 PM
  17. chrisppppp's Avatar
    I really do regret switching over from my iphone 6 plus but I really love the pen...and flexibility.... Now, after the refresh, my bluetooth is almost back to it's original connection. I'm glad but this shows that this is a software issue and I have wasted a lot of my time trying many many different things.

    I guess this is the price I pay for a more complex but not well thought out phone. I will probably go back to an iphone after I'm done with my contract. I should have stayed with my iphone....:-(
    11-03-2015 04:54 PM
  18. hayestim's Avatar
    I wish people would realize the watches are a symptom of the issue. You see the issue more with the watch because it tells you every time it looses connection. My watch was showing the disconnects before I realized I was having problems with any other devices. I've tried wiping cache and starting in safe mode and everything else on here. Nothing has helped. I'm frustrated myself. But it's not the watch at fault. It simply highlights the issue. It brings it to your attention because it relies on bluetooth to work.

    Posted via the Android Central App
    11-06-2015 09:07 AM
  19. Theresa Humphries's Avatar
    Well I never had a watch

    Posted via the Android Central App
    Chino32 and edglock21 like this.
    11-06-2015 09:29 AM
  20. recDNA's Avatar
    So does every note 5 have this problem? I love my gear 2 and it works perfectly with my note 3. If this happens in my note 5 it would make the purchase a very bad one for me.
    11-06-2015 09:56 AM
  21. Chino32's Avatar
    not every note 5 has this issue so i wouldn't let that keep you from getting the phone. its the only issue that i have with the 5 so if they can get a software fix, then its all gravy. if not then...might have to go back to the dark side on my next Tmo jump
    11-06-2015 10:35 AM
  22. recDNA's Avatar
    not every note 5 has this issue so i wouldn't let that keep you from getting the phone. its the only issue that i have with the 5 so if they can get a software fix, then its all gravy. if not then...might have to go back to the dark side on my next Tmo jump
    Then why don't you just exchange your N5 for a new one?
    11-06-2015 11:00 AM
  23. kajoey's Avatar
    No luck with Samsung on getting a replacement but AT&T was very easy to work with (even though i bought the phone from Best Buy). They are sending me a replacement and hope the bluetooth range issues are fixed.
    Update: My bluetooth issues are gone with the replacement Note 5. Happy Day! Good luck everyone.
    11-06-2015 08:13 PM
  24. chrisppppp's Avatar
    BTW,

    I got mine used from someone and after all the resetting and refresh, the phone still has a severe bluetooth range. My Gear S2 will disconnect even if I put the phone in my pocket. This is true with ANY bluetooth device. A crazy thing is that it was working fine...for about three weeks before these problems surfaced which is the reason why I spent hours trying to reset, flush...you name it....

    My conclusion is that this IS a hardware problem and EVERYONE who MIGHT even have a hint of bluetooth problem should exchange the phone before the return period expires. The phone companies seem to be very aware of this problem and they will quickly exchange the phone without questions.
    11-11-2015 01:18 PM
  25. erocm123's Avatar
    I agree with you. My bluetooth problems surfaced after a few weeks of owning the phone. I tried all the suggestions in this thread. Even tried a factory reset. If a factory reset doesn't fix the problem, there is a very good chance that it is hardware.

    I have had my warranty replacement for a few weeks now and it is working great. Fingers crossed that the same component does not fail.
    Theresa Humphries likes this.
    11-11-2015 01:22 PM
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