Samsung S20 5G - No APN

UncleBruce
UncleBruce Posts: 4 ✭Lüm Member
in Community Help

I'm hoping someone can help me here. My daughter's Samsung hasn't been able to connect to Lum data for about 4 months now. She can call and text, but nothing else. I've swapped her SIM card with my phone and I have full data when it's in my phone.

I've followed Lum's instructions for setting up an APN manually. I've also followed Gemini's instructions. Each time I go to save the APN, I get the same error code: "Access Point Name settings are not available for this user"

Any ideas?

Comments

  • Lum_Support
    Lum_Support Posts: 5 Lüm Admin

    Hi!

    Since the SIM works properly in your phone, we know the SIM and your daughter's account are working correctly. This points to the APN settings being locked on the Galaxy S20 5G itself. This can happen if a previous carrier installed a carrier profile that prevents APN settings from being edited.

    Here are a couple of things to try:

    Step 1 — Reset the network settings

    Go to Settings > General Management > Reset > Reset Mobile Network Settings. This will clear any carrier profiles that may be restricting APN changes and often resolves the "Not available for this user" error.

    After the reset, manually create a new APN using the following settings:

    • Name: Lum
    • APN: lum
    • MMSC: http://mms.lum.ca/
    • MMS Proxy: mig.lum.ca
    • MMS Port: 80
    • APN Type: default,mms,supl
    • MVNO Type: SPN
    • MVNO Value: 5B

    Step 2 — If the APN is still locked

    The phone may still be restricted by a previous carrier. If that's the case, you'll need to contact that carrier to confirm the device is fully unlocked and that carrier restrictions have been removed.

    If neither of these steps resolves the issue, we'd recommend submitting a support request through help.lum.ca/kb/articles/18 so we can investigate your daughter's case further.

    We hope this helps!

  • UncleBruce
    UncleBruce Posts: 4 ✭Lüm Member

    Hi Lum. This is the same advice you gave me on a ticket last month.

    The phone has worked well with Lum for a couple of years - it simply stopped working a couple of months ago. None of these suggestions helped.

    I was hoping someone in the forum would be able to address the APN not available for this user issue.

  • Lum_Support
    Lum_Support Posts: 5 Lüm Admin

    Hi Bryan,

    Thanks for following up and providing that additional contex, it’s very helpful.

    Since the phone worked with Lüm for a couple of years without any issues, we agree that the standard APN troubleshooting steps are probably not the right approach. It appears that something changed on the device around the time mobile data stopped working.

    To help us investigate further, could you or your daughter go to Settings > Connections > Mobile Networks > Access Point Names and send us a screenshot of what you see? We'd like to confirm whether the Lüm APN is listed and editable, or if the message "APN not available for this user" appears immediately.

    We'd also recommend submitting a support request through https://help.lum.ca/kb/articles/18 . That will allow us to review the account in more detail and investigate the issue further. We'd like to get this resolved, especially since everything was working properly before.

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