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4G out in Phoenix Metro Area??!!

Since Saturday morning my Thunderbolt, along with a second Thunderbolt on my plan are only getting 3G service. In all the regular locations that I normally get 4G, at home, in my office. This is a heavily covered 4G area, yet I've been getting nothing but 3G. I've pulled the battery, pulled the SIM, forced the phone into Airplane mode, then back out. Even turned off the mobile network then turned it back on, and NOTHING. Still only 3G. I called tech support on Sunday and they told me "we're having 4G issues, its a known issue and it'll be in and out."

That's great if I were actually getting ANY 4G at all, but I'm not. There's only 3G signal. I know other people in my area with 4G Verzion phones and they're getting 4G signal, so what the hell is the problem here? It's not an outage, but the people on the phone don't seem to care to look in to it.

Comments

PhoenixThrone

Checked in with other 4G users I know in the area, and they're still getting 4G. My two Thunderbolts, still on 3G.

Ann154

Have you checked which network type you are using? Go to settings > wireless & networks > mobile network settings > network mode.

When you log into your MyVerizon account, does your plan and features show that you have a 4G data plan?

PhoenixThrone

Thanks for the suggesitons Ann. The plan still reflects 4G, and has since we upgraded to the Thunderbolt's in June. Never had a problem with keeping 4G access until Saturday. The wireless/network settings are correct still on LTE/CMDA, and we've even toggled Mobile Off/On with no change. Still only 3G.

Ann154

Do you have the LTE OnOff application installed? Can you check to see what your phone system is set on under the phone information?

The other way to get to the same menu is typing this code *#*#4636#*#* into your dialer and then select phone information.

PhoenixThrone

No I don't have a third party LTE On/Off app, but I did check the settings using th *#*#4636#*#* and the phone is set to CMDA + LTE/EvDo auto, same as always. If I set it to LTE mode only, it pulls only 1x instead of LTE.

Ann154

Something is wrong then especially if you have seen others with 4G phones in the same area as you have 4G on their phones. I would call customer service 1-800-922-0204 from another phone again. Select option 3 for tech support.

PhoenixThrone

Thanks again for the suggestions. I'm going to call again today when I get home from work. when I called yesterday the first woman I spoke with was helpful but when she offered to send me to tech support, I guess they didn't want to talk to me because she came back from putting me on hold and said that support told her it's an outage, so she couldn't transfer me. A three day outage that only affects me and my fiance's phone on my plan? Doesn't sound right to me.

jsmark

I've been having a similar issue in Mesa since Saturday. I always had solid 4g on my Thunderbolt. Since Saturday, it will only pick up 4g for a few minutes and half the time data still doesn't work. Then it disconnects and re-connects with 3g or 1x (if it reconnects at all).

I turned off 4g and it is stable on 3g.

I was in a few other areas on Sunday and 4g was solid. I think it is a network issue, not an issue with my phone.

Verizon told me they escalated the issue, but I have not heard back.

PhoenixThrone

Well I spoke with Verizon on Monday afternoon and went through all the motions with them for the battery/sim pull. nothing changed, and 3G was the only thing coming up. Still haven't gotten any 4G at all since Saturday, even in areas that are covered fully by 4G.

They told me it was a possible provisioning or network issue with my account, and they created a "ticket" for network people to address. Still only getting 3G, not even a hint of 4G. Been rebooting every few hours just to make sure and its all the same. Getting really tired of it.

I didn't buy a 4G phone until the coverage was pretty readily available in AZ, and other places I travel...now tha tI have one and the phone has reverted to only 3G, this is really annoying and I'm not happy at all with the way Verizon simply states "its been escalated" and I'm still sitting around twidling my thumbs waiting for something to happen...

Ann154

I am going to send you a PM tonight with an additional thing to check. It is a more advanced option that you can use to verify your settings and compare to my Tbolt. I need to write the message on a different machine then my phone so I can reference the exact steps.

Since it both of your 4G phones on the account, it does sound like a plan for the VZW techs to at least check your account on their end and back sure that you are provisioned properly.

azbobs

Yes have TB and have had the same issue all week in North Phoenix by 101 27th ave & 83rd & union hills. I get nothing, sometimes 3g/4g and 1x. When I get home I end up putting it on wifi to use data through Cox which is alot faster anyways, pretty sad thou.
Another happy Verizon customer!
Cheers

PhoenixThrone

I get 3G consistently, and the phone only drops into 1X if I force the phone into LTE mode only. The "Ticket" they put in was set with a 48 hour turn around...That's over now but the signal is still 3G... Looks like I'm calling Verizon again today after work, and probably getting nothing out of it...

JoeL_VZW

Thank you to the Community for your responses.

Great troubleshooting by the community. I'm glad tech support opened a trouble ticket to check how your devices access the network. Since its multiple devices this would be the correct path. It normally takes 3-5 business days for the engineer to respond. Please PM me and I will gladly look into the trouble ticket for you.

Thank you

PhoenixThrone

Private message sent. Thanks Joel.

jkaod

There is a 4G outage here in Vegas as well. I confirmed it with tech support at VZW. They're working on it, no time frame.

josh_horne

I have been having the same exact problem. 3g and 1x only. It's been about a week or so of this.

PhoenixThrone

This is still the case for me. I got a status last Friday that the ticket being worked by the Networking Engineers is still open and unresolved. They said it was somehow a tower issue? And that it's affecting numberous numbers...

Going on almost two weeks of no 4G service, and no status yet this week. Probably going to call Verizon this afternoon after work to see if there's any more info on this yet... A little annoying that 4G still isn't working.

PhoenixThrone

Just got off the phone with Verizon Tech Support. After 11 days with no 4G service I figured I'd call back sicne I hadn't heard back on the ticket they "submitted." The rep I just spoke with just told me that the ticket was labeled that I'm not in a 4G area and that it's not expected for my area to get 4G until 2012. That's news to me as I was getting 4G service solid where I live and work up until August 20th.

More troubleshooting down...no resolution yet. I can't believe they lied on my ticket and decided to brush me off with some {word filter avoidance} excuse.

ksully

I've been having a similar issue in San Clemente CA. I always had solid 4g on my Thunderbolt. Since Saturday, it will only pick up 4g for a few minutes and half the time data still doesn't work. Then it disconnects and re-connects with 3g or 1x. I went into the verizon store and was told to take my phone to a location with tech support. Way too busy to for that noise. Looks like it's a bigger issue anyway. Verizon can you let us know if this issue is being addressed????????

tjrussell

I saw a couple people are using the LTE on/off app. If you don't know, the last OTA update added a new feature to the Thunderbolt. By going the settings/wireless&networks/mobile_networks/network_mode. You can manually change the phone to pick up LTE/CDMA only and CDMA only. It is better than the market app, try it out. Idk about other phones though you can try it out if its Andriod OS.

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