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Josh
Josh, Technician
Category: Smartphones
Satisfied Customers: 17931
Experience:  Smartphone support
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Looking for help with my Galaxy Grand Prime phone. Under one

Customer Question

Looking for help with my Galaxy Grand Prime phone.
JA: How old is the phone?
Customer: Under one year.
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: The problem is the cell phone only connects via Bluetooth to my 2017 Ford Escape very few times.
JA: How long has this been an issue? What happened right before this popped up?
Customer: It worked great for a while. I updated to the lasts version of SYNC3 in the Escape and it didn't correct the problem.
JA: Anything else you want the TV expert to know before I connect you?
Customer: It's a cell phone problem - not a TV.
Submitted: 8 months ago.
Category: Smartphones
Expert:  Josh replied 8 months ago.

Hi!

Which cell phone carrier do you have?

Also, which features of the phone are not working with your car bluetooth?

Customer: replied 8 months ago.
T-Mobile. Phone only connects infrequently via Bluetooth in my 2017 Ford Escape w/SYNC3. Bluetooth is turned on.
Customer: replied 8 months ago.
I have been selling Fords for 13 years and have never experienced this problem.
Customer: replied 8 months ago.
Are you still there?
Expert:  Josh replied 8 months ago.

I apologize -- Is your phone update to date?

Customer: replied 8 months ago.
I believe it is. I have not received anything saying an update is available. When I went to T-Mobile because it wasn't finding any Bluetooths available they restarted the phone and it found available bluetooths in the store. I then paired the cell phone to the car again - and it only connected for a day or two.
Expert:  Josh replied 8 months ago.

Does it see the car bluetooth when you are in the car and it doesn't automatically connect or it doesn't find the bluetooth at all?

Customer: replied 8 months ago.
It doesn't connect at all. After first finding no Bluetooth devices I select the Galaxy Grand Prime phone - hit "Connect with this phone" and it doesn't connect.
Expert:  Josh replied 8 months ago.

It doesn't show up on the phone bluetooth screen or the car bluetooth screen?

Customer: replied 8 months ago.
The phone shows as being previously paired to the car on the screen - but it won't connect.
Expert:  Josh replied 8 months ago.

If you remove the pairing and try to pair the two together again, does it work?

Customer: replied 8 months ago.
Only for a day or two - it's really weird.
Expert:  Josh replied 8 months ago.

Very strange. Do you have another phone that you can test on the car?

Customer: replied 8 months ago.
that's my wife's phone and her car. My Samsung SM-G386T always works perfectly in her Escape.
Expert:  Josh replied 8 months ago.
Does her phone work perfectly in your car?
Customer: replied 8 months ago.
It did originally - haven't tried that in a while. She doesn't drive my car very often.
Expert:  Josh replied 8 months ago.
I am curious to know if her phone works in your car now. If her phone isn't working properly in your car now then it is likely the issue is with the car Bluetooth since multiple devices are having issues.
Customer: replied 8 months ago.
I don't understand that - my phone works perfectly in both vehicles.
Expert:  Josh replied 8 months ago.

I am not sure that I understand. You stated "my phone works perfectly in both vehicles" but previously you stated the phone does not work with bluetooth in your car.

Customer: replied 8 months ago.
I said "
15 September 2016 02:27It did originally - haven't tried that in a while. She doesn't drive my car very often. "
Expert:  Josh replied 8 months ago.

Correct - I asked if you can try connecting her phone to your car now and see if it works without any issues. If her phone doesn't work on your car then that would mean that two phones are not working properly with the car bluetooth and it is likely that the cause is the car and not two separate devices.

Customer: replied 8 months ago.
I am at work and don't have her phone with me.
Expert:  Josh replied 8 months ago.

I understand -- You can take your time to test it out and reply back after testing it out.

Customer: replied 8 months ago.
Okay - I will.
Expert:  Josh replied 8 months ago.

Thank you.