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Galaxy S4 KitKat Update Causing Major Issues With Data Speed and Text Messaging

Phaley504

Dear All,

My company has over 40 phone users and since the KitKat update has pushed out we are experiencing two major isssues:

Many of our phones are only getting 3G in places that historically before they had blazing fast 4G. Most message boards say to power off, remove the SIM card and replace. This gives only temporary relief. We get 4G for 10 minutes, and then it reverts to 3G, and it is slow 3G at that. I have seen where some have gone and gotten a replacement SIM, but they indicate this is not a long term solution. I have also seen that a hard reset/factory reset is being proposed. However, this seems ridiculous to do to over 40 devises where the obvious cause is the update. Has anyone found the answer to this one?
Many users, including myself are now having outbound text messages fail. We have to resend them over and over to get them to go through. This problem is pretty widespread through the device pool. I am unsure what could be causing this. The messages fail regardless of if the phone is connected to wireless or not.

Comments

mjvaske15

I have had the same problem with my phone. Called tech support and after they contacted Samsung the solution is a factory reset to fix the problem and they are supposedly working on a fix for it. After doing the reset Friday, I have to restart my phone multiple times during the day to get messages to send. I also notice only 3G where we always had 4G. Called tech support again and was given the option to send phone in to have it repaired or get a refurb under warranty. Not sure what I am going to do yet but I can see it is definitely not just my phone. Of course the techs say they have not heard of this before.

wesleynm

After the update I haven't had the issue with the 3g, but have had the issues with the text messaging. I spoke with Verizon and then suggested the factory reset. Still same problem. I contacted Samsung and they tried the same steps, but also suggested that I take my phone into an authorized Samsung dealer (such as Best Buy) and have them reload the firmware. Haven't tried this yet.

I'm guessing we need more people to complain about the kitkat update to get it fixed.

mjvaske15

I was having the same issue and after getting to tier 2 tech support my phone may be fixed. Will know in the next day or so. The fix was going to main settings, connections tab, more networks, then mobile networks. change network mode to LTE/CDMA and then global data roaming access to allow access for all trip. The tech told me that since the S4 is used by multiple wireless companies the upgrade may have changed the default to global which Verizon does not use. Hope that helps!

BrianJ1948

I am experiencing same problem with my phone, as well as my wife's.

tford8

yes same here will not send text in 3g mode only when i have 4g i will send and where i had 3g now i only have 1x , internet radio cuts in and out now , never had problem till the update very frustrated, verizon techs not very knowledgeable , just try dumb stuff that a average user has already tried like me ,

Phaley504

Thanks for the replies. My GS4 was in LTE/CDMA, so I can only hope for a future change.

Verizon_Support

I'm sorry to hear the update gave you signal issues Phaley504. We do our best to make sure updates will help your device and not hinder it. Have we filed a trouble-ticket for your area? If so, do you recall the status of that ticket? If we haven't, this would be the next step towards finding a resolution and finding out if there is an issue in the area or the device. We look forward to hearing from you.

KinquanaH_VZW

Follow us on Twitter @vzwsupport

Phaley504

I could, but I have been reading through all of the online boards and the problem seems pretty widespread. Further, I don't really want to spend 30 minutes on a customer support line to have them run me through the proposed solutions I have read about in other chat rooms that have not solved the problem. I suppose I will go by the store this weekend and open a ticket, but what I would really like is for Verizon to allow for an update rollback, or for a patch/fix from Google on this one.

Verizon_Support

Hello BrianJ1948, help is here front & center! What zip code are you located in? Does signal improve between indoors & outdoors? Have you tried factory resetting both phones? To run a hard reset, view these steps http://vz.to/1g4OjOb

WiltonA_VZW

VZW Support

Follow us on twitter @VZWSupport

timb508

Same with my phone its very annoying

Sarah_Send

I am experiencing the same problems. Loss of 4G in places I've always had in the past, connection to WIFI networks taking multiple log in attempts and the worst problem seems to be the cellular service and text messaging. I'm suddenly dropping calls in locations I've always had excellent service and messages are taking multiple attempts to go through. This all started shortly after I did the update. My husband has the same phone but did not do the update and is not having any problems what so ever.

tford8

dont do a hard reset me and many others have done this and the only thing it does is make you reset up your phone HARD RESET= NO FIX

Kayalystical

Every friend I have that has installed the upgrade has had the exact same problem with no fix. One friend has to soft reset her phone at least once a day to get it to work. I refuse to install the upgrade until I see that this problem has been resolved. I'll just keep choosing "Update Later" and watch for it to be fixed.

Phaley504

Let's just say that this is going nowhere. I find it ridiculous that as I sit in meetings around the office everyone complains about this update. Texting issue persists, battery issues now, and we still have poor signals where before the signal was great. What is worse is I was the one who recommend the devices a year and a half ago. Further, at around 3:00 everyday the phones start beeping for low battery....when before they lasted all day. KitKat update has totally destroyed what to date had been an awesome experience with the Galaxy S4s. I am still holding out hope that Google, Samsung, or Verizon will release an update.

And please God do not give me another rep who recommends that I hard reset 40 phones. It is just embarrassing. Stop reading from a script and elevate this issue. It is widespread, check your message boards.

Phaley504

In looking on some of the Android forums it looks like an update to the OS is coming soon.

Android 4.4.3, KitKat Update Release Date: Samsung Galaxy S4, Galaxy S5 to Rollout May 2014 : In the news : breathecast

However, as we know, Verizon tends to be a little slower at releasing updates. Hopefully, as the article mentions, teh update does a good job of clearing up the bug fixes.

BrianJ1948

mjvaske15's fix worked for me:
Go to main settings, connections tab, more networks, then mobile networks. change network mode to LTE/CDMA and then global data roaming access to allow access for all trip. The tech told me that since the S4 is used by multiple wireless companies the upgrade may have changed the default to global which Verizon does not use

kfenner01

I am having the same issue. I cannot connect to any network (3G or 4G) when I used to be able to. Also, I noticed when WiFi is available and I do not want to use it and would like to use my data, I run into even more issues where it won't connect to the internet. This all happened after I did the upgrade. It seems to be a glitch with the software and the Verizon networking because my friends with Sprint and T-Mobile with my same phone are not having this problem. Is there a solution? Will this get fixed?

Jasonsfi

My wife's phone has been experiencing similar issues on her S4, text's not going through, phone connecting to 3G instead of 4G. I also have the S4 and I don't have those issues, but the major issue I have is battery life. About 6 to 7 hours of normal issue my battery is dead.

kfenner01

I agree, it all has gotten so much worse since this upgrade. I am ready to switch phones and providers at this point because it's imperative to get connection and I hardly get a single anymore. Also battery life is significantly worse, dying in the early evening now instead of lasting all day like it used to.

ljordan119

I agree. I did not see any problems until the upgrade was pushed out.

Scorpion13

Biggest mistake I've made. Purchasing this so called smart phone, not to mention staying with Verizon. This phone is GARBAGE!!

Skyke101

Duplicate post - please see:

Re: Battery drain/charging issues, not sending texts, and no 4g network after system update?

Message was edited by: Admin Moderator

gmann5050

Perfect! This completely fixed my outbound texting problem. Thank YOU! Saved tons of time on the phone

Skyke101

(removed) No, the only thing that will work is for Verizon to push out an operating system that will quit impairing our phones. The support tech tries to tell you that there is something wrong with your phone, but there is nothing wrong with your phone or anybody else's, it is 100% the new KitKat update that has renderred your phone useless.

Edited as required by the

Message was edited by: Admin Moderator

ljordan119

You make this statement below. What fixed your phone?

Perfect! This completely fixed my outbound texting problem.

Phaley504

Don't buy it. Someone replied to gmann's comments, but they must have been removed. The only possible fix that has been suggested is switching to LTE/CDMA and allowing access to Global Data Roaming. As a manager of a device pool of over 40 devices, I can definitively say this does not work. We still have failed texts constantly.

At least it has been noted by Google and Samsung the KitKat update is buggy. They are releasing 4.4.3, All Verizon is on 4.4.2, see my previous post, and link to story, about how they admit that 4.4.3 will fix most of the bugs listed in this thread. The issue is that Verizon is typically the last carrier to release updates, so despite the fact that the fix may be released in a few days, we may not see it for a month or more.

Phaley504

However, I will say this. The settings listed are how I have my phones. Cdma, etc. It just hasn't fixed the problem.

Sent from the Samsung Galaxy S4 of Paul Haley

Phaley504

Also I will say that changing those settings makes the texting issue better, but not foolproof. I never had a failed text before.

After the update, and before changing the settings, it was almost 50% of texts failed.

After changing the settings, I would say 90-95% of texts succeed. However a 5-10% failure rate is still unacceptable.

Battery drain is still an issue, but it is promised to be fixed in 4.4.3.

The main onus of the thread, the data speed issue. The fact that I now have 3G and 1X in places that I always had 4G before remains to be addressed. Attempted fixes have been reboots, removing and replacing sim cards, hard resets, and replacement devices. All of those remedies have only given temporary relief.....minutes, not even hours.

Sent from the Samsung Galaxy S4 of Paul Haley

irritatedsamsungs4

It's called the run around to keep you busy while they get there crap together. Pretty disheartening. Replacing phones or factory resets are not fixing this issue but they continue to handle the issue as if there is no such thing as the Internet. I have seen multiple posts telling people that there issue is an isolated one. Not the case when there are a multitude of different forums with the same issue posted by hundreds of affected customers. Admit. Apologize. Eta.

irritatedsamsungs4

Will the roaming add additional charges?

dickwols

And who is to say that the 4.4.3 will even fix the "failed texts" problem if no one from Verizon formally even acknowledges that they have a problem. Since making a few trips to the local Verizon store (both my wife's S4 and mine fail the same) the tech person did admit that they have seen a definite "uptick" in text failure complaints since pushing the KitKat update. We've tried everything except getting new phones. The LTC/Global roaming was a last resort grasp at a hopeful fix, only to have that hope dashed with text failures occurring again shortly after making the change. Pretty Neanderthal to be in the middle of an important text only to have to initiate a reboot, hoping it will work to complete the texting only to have it fail again about 50% of the time. Corporate greed and profit at the customer's expense trumps honesty and transparency every time !!

Verizon_Support

irritatedsamsungs4,

That's a great question; we understand it's important to prevent additional charges. I'm happy to confirm as long as you're in the U.S. this will not cause additional charges.

AdaS_VZW

Follow us on Twitter at @VZWSupport

greengrass95

4.4.3 will generate another massive number of problems like this latest update and previous ones. Many of us have been through this already. Those soak tests before an update release, are nothing but a waste of time, if there was a real testing, this wouldn't happen.

Hard reset and cache partition cleaning might be the solution, you hope it is.

StormyP

My GS4 updated on May 24th and by 5:00PM on May 25th, the phone was a brick.
Took it back to the Verizon store and now I have to wait until 28th to get a phone because the software doesn't seem like it was properly tested and it crashed my phone and they don't stock replacement phones.

Updates should be optional and not be forced.

jrh4054

Wouldn't you think after hearing all the complaints about the 4.4 upgrade that VZW/Samsung/Google would come up with a fix? Yes you would think that, but have they? NO they haven't! Why is it that major system upgrades always turn the phones to trash? I'm going to keep putting off the upgrade as long as I can.

DavidJamesII

just wait You ain't seen Nothing Yet

BryanCorazza

I'm having the same issues as well. I also notice that my phone intermittently cannot dial out. What a mess. Thanks Verizon.

Phaley504

In all fairness, it isn't even Verizon. It a common problem across all carriers. Thus it is a Samsung/Google issue.

Last person I spoke to at Verizon indicated they are now quite aware of the problem. There was discussion of early upgrade without penalty. However, this really isn't attractive either since we would be buying new devices less than a year and a half after the originals were purchased.

However, this may be attractive to those who like to upgrade with regularity. It is just upsetting because the GS4 was the best phone I had owned before this nonsense.

kamidon74

I have an intermittent problem with texting too. Every now and then it will fail to send a txt, I would try to resend the same txt and it will fail every time even though i have, say, three bars or perhaps two. However if I send a new txt, that one will often go through, but sometimes not. At times I have to restart my phone and txts will send through again. I work in Albion, Nebraska and that's where I notice the problem happening.

Verizon_Support

Let's see what we can do to get your texting working normally kamidon74! Please go to Settings>Applications>All>Messaging, and clear the cache on your texting app. I would also suggest clearing data & powering off and back on. Once complete, retest the messaging, and see if things are working correctly again.

Thank you,

MichelleH_VZW

Follow us on Twitter @VZWSupport

wesleynm

This will work as a short term (12-24) hour fix. MichelleH_VZW, read the comments and you'll see that.

Parish

How about getting the phone dialer to work??? I cannot make calls except through my phone book... the people I call most are NOT in the phone book!

Verizon_Support

Let's ensure you have a working phone dialer! May I ask what specific issue your running into? Are you able to enter the app? Do you receive any type of error message? Often times it does help to clear cache from the app by heading into Settings > Applications ( Apps ) > Manage Apps > All > Phone App

YosefT_VZW

Follow us on Twitter @VZWSupport

BryanCorazza

I've done this several times and while doing this and rebooting the phone does work short term, within a day or two the phone stops receiving calls (calls go to VM) and when I do pickup a call, the other party cannot hear me. This has been doing this since the OTA update last week, very frustrating as this is my work phone.

ljordan119

Just got off the phone with Verizon customer support and Tech support.They say they are and are not unaware of the issue. I ask how is that possible? When does Verizon, Samsung and Google own up to they have a problem? How long can this go on? Verizon customer support knew there was a problem over the phone this morning, but yet tech suport did not. How can that be? I told the tech support with all the problems, please do not ask me to do a hard reset to my phone. With the pages and pages of posts that have already done this and no luck, how is it going to work for me? I do not think so. I ask tech support about the no penaty upgrade. Tech support said no such deal exist and what would we upgrade to. A Samsung S5. it has the same operating system as all of our S4 does.

Phaley504

I heard the S5 does not have the problems that the S4 has with the upgrade. However, I can not say for certain. Can anyone confirm?

wesleynm

Finally got ahold of a little bit higher up tech and was able to do some troubleshooting. From the best of what I can tell... Google/Samsung pushes out an update -> Verizon customizes it to their specific phones -> Verizon pushes out the update. The possible problem is that Verizon did not customize the texting app to their phone, hence the isues. Customer Rep suggested trying out a different texting app (ie. Hangouts). So far I haven't had a text fail, but still early in the testing.

dickwols

Using Hangouts is not the solution. I liked when it was strictly viewed as a video chat. Now its become a hybrid of sorts and difficult and confusing to use as a texting tool. Do as search to find what I mean. Also, Hangouts uses "data" but the native texting app does not.

karrielm

Image removed as required by

For text failing....after 7 phone calls to Verizon, each lasting at least an hour, troubleshooting of the phone, a hard reset, ticket being submitted, being told to use Verizon Messages, I was told last week that I would just have to wait until an update came out fixing what the last update did. Starting 3 days ago, now my phone only receives 1/2 of the calls. Sometimes it will ring, other times - straight to voice mail...back on the phone with Verizon. More troubleshooting, reset sent to the phone, tech calls me, it goes through...must mean its fixed. These texts were sent starting 30 seconds after hanging up with Verizon...notice the only one that didn't fail?? ha ha. Oh, and the phone calls being fixed?? Verizon automated follow up call?? Straight to voice mail. Would love to actually receive the service that I am paying for!!

Message was edited by: Admin Moderator

DavidJamesII

Really

Sent from my Windows Phone

DavidJamesII

Sent from my Windows Phone

ljordan119

The solution is for Samsung, Verizon and/or Google to make good on their product. It that is a S5, then so be it if they want to keep their customers. The way this is going, this will for sure drive Verizon customers to other sevice providers. These issues and Verizon not working to solve it is very bad customer advertisment and Verizon seems not to be working to solve it. We are all witnessing that for sure.

karrielm

I am not really sure how posting a picture of a bunch of blacked out text messages that FAILED violated Verizon's terms of service. It is showing the problem that I am having with the phone, not sweeping it under the rug, and pretending that it isn't happening. Can you advise Verizon??@VZWSupport

ljordan119

Verizon knows what the problems is, so does Smasung and so does google. It is the 4.4.2 KitKat update. Everyone knows. All of the forums are saying the same thing. These issues did nto start until the update was rolled out. Why doesn't Verizon take ownership of the problem and fix it. The S5 does not seem to be having the same problem as the S4 with the 4.4.2 software.

Phaley504

Well the highest level of tech support basically said they are working on an update to fix the issues. The only thing you can do at this point is do a rollback to Jellybean. However, they do not recommend it for business critical devices because it is basically a workaround that if done improperly can cause more issues. They basically sent me the Google search results for rolling back to Jellybean.

I have not performed the rollback yet because I want to find the best/most reputable one.

Ann154

You can't revert to the previous version of the OS.

Phaley504

This was the exact advice:

Good morning. Regarding the Kit Kat update issues.

1- This is a known issue and there is currently a firmware fix in place.

2- Downgrade your phones from Kit Kat back to Jelly Bean. I have researched on Google and found several sites showing where others have done this. None of them are official, please proceed at your own risk.

SaraC410

Same Problem. Getting very irritated. Following

donr1961

Texting sucks after this update and I don't see verizon fixing it anytime soon. All I hear them doing is giving the same advise over and over again " clear the cache " Yada Yada Yada and not fixing the problem.

jcmommy3

a hard reset does not work!

beckman

Hello community members. You can add me to the growing list of people who are having issues with data speed and text messaging since the update. I have factory reset, cleared cache, removed the sim card, toggled from global/cdma.lte.... If it has been proposed as a possible solution, I have tried it. I am running with no 3rd party apps at all right now, and I have turned off several preloaded apps. Since I turned off one called Caller Name ID and have seen SIGNIFICANT improvement in the performance of my phone and messaging. My messaging service actually worked all day yesterday without a failure. I know it is not a fix, but might improve performance for others as well.

Best,

merdolator

hey guys. many problems since KK upgrade also. txt issue is frustrating but i just figured something out as workaround for time being.

i don't use messaging default app, i use Handcent SMS. messages under 160 characters were sending just fine. we're spoiled and used to not having to conform - its the way technology has adapted to our use. this upgrade appears to have made all txts fail over that 160 character limit (so i'm guessing). i went into settings in handcent (after doing all of the cache clearing which didn't work - didn' t hard reset the phone or anything drastic as it is obvious to me it was the KK upgrade - Verizon should be more honest about this upfront instead of making everyone jump through hoops). in settings, i changed "Send Message Settings" to "Split 160" which it describes as "useful for CDMA network customers". My failed SMS (and MMS which are auto converted by the app) now go through just fine - in three messages. Not convenient but it works.

give it a shot. I sure hope VZW gets their crap together - i may be going back to TMobile at the end of this contract, especially now that their LTE is built out more thoroughly - their 3g speeds and non LTE 4g speeds crush VZWs 3g anyday and my buddy who stayed with TMo's LTE speed is very comparable to what I'm getting with VZW.

much luck.

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