Galaxy S6 - no Data after using Network Extender?

@Pejorative We want you to have good data coverage everywhere you go. Let’s work on this. Are other device in you home having this trouble? Do you have trouble with any other WIFI networks? Any error messages?
AdrienneP_VZW
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I'm not having any issues with my network at home. The range extender works, and my wifi works just fine. My issue is when I leave my house subsequent to being on the range extender. The 4G icon appears grayed and I have no data coverage until I turn off the cellular radio (via airplane mode) and turn it back on.

Having your phone handoff from the network extender to our cellular network should always be a flawless experience. Let's keep digging into this. Do any other phones have the same issue in your location?
LynnD_VZW
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Unfortunately I don't know many people with Verizon phones but I will inquire next time someone comes by. It has just become very frustrating.

yooper76

I'm having the same issue with my S4. As soon as I leave my home I have to power cycle my phone to enable any cell reception at all. Once the power is cycled the phone always come back up in either 3G/4G depending on where I'm at. Very frustrating and still trying to train myself to cycle phone power each time I leave home. If not, I may go for hours with no incoming call or text data.

I performed a factory reset on the device to no avail. And I do not believe the phone will text over wifi, unless you use verizon messaging, which I have no desire to install nor use.

We want your device to handoff to our network without any additional efford, Pejorative. Let's keep working towards that goal. We've still got one trick up our sleeves with software repair assistant. It's more thorough than a factory reset as it loads fresh software on your device. Here's a helpful link to get you started. http://vz.to/1N6yVRy Please keep us posted.

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zoulas

I have the same phone with the network extender with the same problem. It seems that an update pushed to the phone caused this problem. I spent countless hours with Verizon tech support, to be honest, they have no clue. They sent me a new phone and new sim, same problem. I offered to send them my network extender and my old Galaxy S6 so they could troubleshoot it in their lab and they declined my offer. Not real sure why they don't take ownership of this problem. My work around is when I leave the house, I go in and out of airplane mode .

tbo27

turn off ac 1.0 if on

Zoulas

I know how important it is to have a great working phone. When you are connected to your network extender, what signal is showing on your device? When you leave the area of your network extender, what does the signal change to? Does it always work fine after cycling the airplane mode?

ChristopherM_VZW
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I also have the same problem, it is very frustrating. When I leave the Network Extender Network, my Galaxy S6 edge does not switch back over to Verizon's network.

When I leave the Network Extender the 3G/4G icons shows in the status bar, and it shows good signal strength, but the up and down arrows that indicate that data flowing never show. I believe the phone is connected to the Verizon network but the phone does not know to send information over it.

Someone earlier mentioned that it just started happening with a software update to the S6. I believe this is what happened for me too. I had the network extender for about 4 months, and have only had this problem more recently. This leads me to believe it is a problem with the software on the device, and not a problem with the network extender/verizon network.

It would be great if someone from Verizon/Samsung could look at this problem in more detail. It should be very easy to reproduce anywhere as long as someone tries it.

Is there any other forum/support post on Samsung that is also used to try and get this issue fixed?

We want to resolve this issue and stop any frustration it is causing, nednil. Since this seemed to have occur after the recent update, have you tried the previously recommended step of using our software repair tool? http://spr.ly/6581BkmSt

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zoulas

Attn Verizon support:

Instead of trying to offload the troubleshooting you are getting paid to do on to your customers, why don't you get yourself a Galaxy S6 and a Network extender, put it in a lab environment and test out all the permutations of software updates?

I have spent 100 man hours troubleshooting this problem.

Seriously, lab out the problem, try and reproduce the problem, and post the solution. This is the professional way to handle this.

Why are you making us jump through all these hoops? We are the customers, we presented to you a problem, now its your job to come up with a solution.

Its your phone, your network extender, your software. Figure it out.

I really don't want to go through the repair process as it seem like it would take a long time and I'm trying to avoid the hassle. I also do not want to have my phone wiped in the process. Would anyone else on this thread volunteer to try this? It seems like Verizon will not try it themselves. If no one will try it, I might get around to it someday, but I can't be expected to run through a multi hour repair process just to test if it will fix the problem. If someone said this would fix the problem then I would be more than happy to do it to fix my phone.

I have done the repair process, a factory reset on my phone, and had my phone replaced. All to no avail. I'm at a loss at this point.

Sent from my Verizon Wireless 4G LTE smartphone

After I get away from the Network Extender at home and have no data. If I then go to the mobile network settings on the phone it shows the following:

Roaming:

Not roaming

Signal strength:

-104 dBm 36 asu (I had better reception on my commute)

Network mode:

Preferred network mode: LT/CDMA

So it seems like the cellular radio is on, and can read the signal from the local towers, but the OS does not know to use cellular signal for its data connection.

Does anyone else see similar results?

Ferryfax

I can also confirm that since a software update my S6 Edge received around 12th December last year it does not switch to mobile data after being connected to a network extender. In my case it's not even my extender it's a neighbours and there isn't even a way I can prevent it connecting as I drive past their house. Ironically the update that caused the issue added wi-fi calling making the extender redundant anyway. I also toggle airplane mode every time I leave the house to re-enable Mobile Data. If there is ever a traffic accident caused by someone driving while trying to get their mobile data working I would think Verizon would be facing some sort of class action over this.

I have the same exact issue! Called multiple times did factory reset, got new s6 phone replacement same problem! Also sometimes the in call phone icon remains on so the phone thinks it's on a call so all media is played through the ear piece.

blanco425

I've also had this same problem on my S6 ever since the last software update. It is very frustrating leaving my house and having to airplane mode my phone to be able to have data work. It has become a regular routine for me and it is very annoying to be honest. I really was hoping for a solution out of this thread but it does not look like Verizon has done anything on behalf of this. Really disappointed.

Same issue here on my Galaxy S6. It's nice to hear that I'm not the only one having this issue, but a bit frustrating to hear there is no solution yet. I'm getting tired of turning airplane mode on/off every time I leave the house.

Greetings Everyone,

Since late December, Christmas time, my S6 started loosing network data connections. It would make phone calls, I did not trace it to the network extender, but did think it occurred after the December update. I spent days with Samsung at Best Buy, sent my phone into Samsung which took over a month and not repaired, and then Verizon sent me a re manufactured phone.... same issue. And Verizon never told me about the network extender issue, which I just began to suspect, and thus googled. I will look to see if anyone has found a solution yet, but now im even more [removal required by the Verizon Wireless Terms of Service] . The problem started in December, reported in Jan, and its March now with no fix.

Having the exact same problem. Verizon has replace SIM and this week the phone (S6 Edge). New phone, same problem. Went back to Verizon today and they wanted to replace my phone again. Said that unless it failed on three phones, it wouldn't be escalated. I said that was wasting my time (takes several hours to configure/restore a new phone) and told them I would go home and start googling to see if others had same problem. It didn't take long to find that this is a class problem, not a single phone problem.

What is most infuriating is that there is no problem with my wife's Iphone 6plus. How can that inferior technology work and Samsung doesn't?

This situation is extremely dangerous. I set navigation using google maps in my garage (with phone connecting to Network Extender for phone and to my wi-fi for data). I then drive down the street and as I enter the freeway, google informs me that there is no network connection and thus no navigation. Then -- the dangerous part -- I turn on and off airplane mode while on the freeway. Poor judgement on my part (I know), but there aren't a lot of acceptable other options. I've told Verizon about this and all I get is the same "we want you to have an excellent experience, can we replace your phone again"[removal required by the Verizon Wireless Terms of Service] insulting response.

By the way, I live in central San Jose (heart of silicon valley) and none of this would be a problem if Verizon had the great coverage they advertise.

While Verizon is addressing this issue, I hope they also take care of another issue.

When I first got my Galaxy S6 in December, I didn't seem to have issues connecting to the network extender with Advanced Calling turned on. Still to this day, if I turn on Advanced calling, I can sometimes connect to the network extender.

In Mid to Late December I noticed that my phone would refuse to connect to the network extender. I called Verizon tech support, and they said you have to have Advanced Calling turned off in order to connect to the network extender. With Advanced Calling turned off, my phone connects to the network extender 100% of the time, with Advanced Calling turned on, it's hit or miss.

I called Verizon tech support again and asked if they were going to address this issue. The rep I spoke to made it sound like no, probably not, because they would have to rewrite the entire OS for the phone or something.

I'm no programmer, but I am a bit of a tech geek. If I have advanced calling turned on, my phone is still able to make a 1x call through a cell tower when I leave my house. But for some reason, I can't make a 1x call through my network extender when I'm home, with advanced calling turned on? That doesn't make sense to me.

We want to ensure you always stay connected. Is it only the data that you're experiencing difficulties with or voice/text messaging as well?
KleoL_VZW
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I don't really know if voice/text doesn't work. It happens while driving so I don't really test all the details. That would be very dangerous. I took it into the Verizon store nearby today and showed them that it had no data and they didn't test to see if phone was working. Regardless, this seems to be a class problem. You should be able to easily replicated it in your lab and then diagnose. Have you done that?

I can make phone calls, just data goes away, I see 4G but no bars, I toggle airplane mode and bars show up and it works.

We appreciate the details. May we ask if this only occurs in certain area? What did the store state or inform when you visited?
KleoL_VZW
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For me this occurs when I leave my home. My home has practically no signal from Verizon (despite being in the center of San Jose) and I got a network extender at the suggestion of Verizon Tech Support (who informed me that there was no tower near by and that there are a lot of network extenders in the general area).

Basically, my phone loses all data when I leave my house and it transfers from the Network Extender to a standard Verizon cell phone signal. This happens consistently and on both my original S6 Edge and the replacement that Verizon sent me to fix my probelm.

The store said that they had never heard of the problem and was unable to escalate my problem until I showed that it happened on three phones. They encouraged me to replace my replacement under warranty. I said I would think about it as I'm not at all excited about spending several more hours transferring everything to another new phone when I'm quite sure it won't make a difference.

I drove today directly from my house to Verizon store without touching my phone. When I arrived, there was no data and the technician was totally perplexed and tried everything within "settings" to try to get data short of putting it in airplane mode or rebooting. He was unable to do anything.

By the way, prior to sending the replacement phone, Verizon replaced my SIM and said that should fix the problem. It didn't.

Have you tried to replicate this in your facilities? It should be easy to do. Just go to somewhere within Verizon headquarters that has weak cell coverage, fire up a network extender, wait until the S6 or S6 Edge connects to the network extender and then walk outside to a place with a good cell signal. I'll bet that the phone does not connect to data and that it will happen consistently.

This seems to be an unusual issue. Has anyone tried troubleshooting the network extender? When is the last time the network extender was power cycled?
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The network extender itself isn't malfunctioning, in my opinion.

The problem is after I leave my home and lose connection to the network extender, the phone does not know to search for a new signal. Therefore, I have to turn airplane mode on, and off, to force the phone to search for a new signal. Like I said before I am not a programmer, but I did take programming courses in college as part of my major. It seems like all verizon or samsung has to do it tell the phone to search for a new signal after it disconnects from the network extender. It can't be that hard to do.

Mine was power cycled this morning before I left for the Verizon store. Didn't make any difference.

Again -- you didn't answer my question. Have you tried to replicate this yourself? You're not going to solve this by keeping asking us to do things we've already tried. It clearly requires greater engineering knowledge than I have.

pacmusicman

I suspect that the higher-ups at Verizon Wireless and Samsung are fully aware of this particular issue. But it won't be resolved without a patch being generated by Samsung and pushed out by Verizon Wireless.

randycozzy

I have had the same problem since December. Unable to connect to data after leaving home away from network extender. Same as everyone else I must put into airplane mode and back out to regain data service. Phone and texting still work. This is everyday thing.

Well I will call and check again with Samsung tomorrow. I am of the belief that this is not a verzion issue, but a Samsung issue due to their desire to modify software, on this case on the Android s6. This has been repeated on many websites and shows like TWIT and other tech shows. Hopefully the update will come soon, and repair the problem.

Having to complete the same steps to have your phone stay connected day after day is never a fun expereience, randycozzy. Let's keep working at this and figure out what is causing this issue. Are other people in your home experiencing the same issue? Are all of your applications up to date?

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The other thing is that MMS doesn't work when I'm on network extender -- can't figure out why. Texting works, but MMS doesn't.

Reply to Verizon Customer Support -- have you been able to replicate this issue in your lab? It seems very repeatable so you should be able to replicate it and then try to figure it out. If you aren't able to replicate it, I would be more than willing to help you try to and I'm sure many others as well. But asking questions about whether apps are up-to-date really won't solve the problem. There are enough people experiencing the exact same problem that it has to be more than up-to-date apps.

BTW....my apps are up-to-date. My SIM was replaced recently. And my phone was replaced very recently under warranty. Nothing fixes the problem. Almost every time I leave home (where Verizon signal is very weak and I have network extender), I have to cycle through airplane mode to get data working. Also, when on network extender, MMS does not work -- can't send or receive.

JimW94

This is the same problem I have with MMS. An occasional restart of the phone cures it for a while till it locks up again. Very annoying to say the least.

dondon11

I also notice this issue with my Network Extender. I only have it with my S6, my wife's iPhone 5s does not have this issue. It seems like we are really feeling the issues of having Verizon and Samsung controlling our updates, nothing every seems to get fixed. Maybe using a straight google phone will get the updates out faster.

My phone still has this issue as I explained in my previous post, no fix yet, still drops mobile data, must toggle airplane mode to fix.

I love my Galaxy S6 and I want you to love yours as well. Let me ask you this, when you leave your home, do you turn off your WIFI on your phone? Not taking the phone off of WIFI causes the problem you are describing.

dondon11

Others in this thread jump in, but for me this did nothing. Turning off Wifi in the house before I leave did not improve the re-connection to the verizon network.

I think there might be a few issues getting mixed up in this discussion.

The main problem is when leaving the coverage of a network extender, the phone will no longer make a cellular data connection. The phone will continue to not have any data coverage until we either toggle airplane mode on and then off, or restart the phone. There may be other ways to also get the phone out of its bad state, but they all seem to revolve around having the cellular radios in the phone reset.

This has been seen on the S6 and S6 edge device since the end of last year when a software update possibly broke this. All other phones work fine when leaving the network extender coverage.

Some people have reported that they are no longer having this problem, but the majority still have it. Many people have gotten multiple new S6/S6 edge devices and the problem persists.This points to a problem in the software and not something wrong with the hardware.

Some users like Rockbase have spent considerable time trying to track down this issue with very little help from Verizon. The latest reply from customer support in this discussion was "Not taking the phone off of WIFI causes the problem you are describing". This just blows my mind that this is an answer that we get. I always have the WiFi on my device turned on so I have not tested if this fixes the problem also. The facts stand that even if this does fix the problem, how is it any different from having to toggle airplane mode, or restarting the device every time I leave my house? They are all just temporary solutions that fix the problem until the next time I leave my house.

Can we get a better answer from customer support? The least they could do is admit it is a problem, and tell us they are working on trying to find a real solution.

I might just switch to a different phone model if this does not get resolved soon. The new S7 looks nice, but I would have to pay a ton out of pocket to pay off the remainder on my device to get a new phone. What a terrible situation to be put in...

Thanks Verizon...

I agree, I did email Corp Samsung vp of customer service today. I will post the email address today or tomorrow when I get time, I am away from home at the moment.

pacmusicman

Essentially there does not appear to be a solution to this problem at this point. Verizon support is suggesting bandaid fixes as the final resolution will need to come with a software patch.

Hi Robert, I realize that being able to send your MMs messages are important while using your network extender. Let me continue to assist you. Do you have mobile data turned on when trying to send your MMS messages? Here’s how to enable it http://tiny.cc/h3maay . Also, try to connect your wi-fi to get a data connection and retry sending your MMS messages.
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EdW_VZW,

Your response is either a joke where the customer support team get a good laugh or you are probably an AI robot sent into this forum just to stress people out with your horrible "solutions"

If you bother to read this thread you will see we have a bunch of knowledgeable customers here that have a real problem.

I have just emailed the Verizon CEO this message thread, hopefully we will get some better customer support..

Dondon11, we are here to provide you with a little more clarity on the data issue you are having. I know toggling back and forth can be a tedious thing to keep up with.

Your phone having trouble connecting to the data network when leaving the Network Extender coverage is very common. This varies by area, and has nothing to do with specific phones. Depending on how good of a signal you have in your area, your phone can take longer to connect to the nearest tower. When I visit my grandparents in South Dakota, I have to put my phone in Airplane Mode, when leaving and then remove Airplan Mode once I get onto an open road.

Have you tried doing this yet?

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atozmama

I lost 4g today also. After reading through this thread, I realized I must have been on a network extender today while I was at a hospital. When I left I had no 4G, no maps, ect. This thread clued me into the airplane mode trick and it worked for me. I'm glad I don't work at a hospital this would be annoying to have to do daily.

atozmama

I should say that this hospital is in a large metro area with excellent coverage, just not inside massive buildings. My phone usually connects automatically to the wifi in the hospital, though I'll turn it off if I need to protect privacy.

Atozmama I couldn’t agree more. However, I’m happy to learn that you figured it out. Nothing like having your 4G when you are depend on it. Please let us know if we can be of further assistance with any other issues.
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Well I am on the phone (Hold again) with Samsung repair. 14:30, They asked for 5 Bizz days, I gave them 6. Lets see what happens today. its 14:53 and they are now transferring me (twice already) to the third person, who I was supposed to talk to anyway (its in their notes), maybe a stall technique? almost 1/2 hour just to get switched to the party, and on hold again...15:24 still on hold...Ahh 15:34 and they picked up, and dropped the line, now I have to call all over again...understand, this is a typical call to Samsung... 15:57 now on with Sheryl, executive customer service again. She said they are sending out another phone, it will arrive in 10 days, I explained if its software this wont fix it but they want to try 1 more time. If this doesn't fix it... Its change to another phone, S5, S7 or a non Samsung. Call ended 16:20 pm CST. I will of course, keep you posted. BTW, she did point out the fact that ATT etc. has not reported this issue yet, it could very well be a Verizon issue, in that android software is the same for all, then goes to MFG (Samsung) and then phone company. Thoughts are if it were Samsung, other carriers would also have the issue.

- RockBase -

Out of curiosity.. When you guys are at home or where you use your network extender, if you go to Settings - About Phone - Status, does it say connected under mobile network state? What is listed under Mobile Network Type?

I could have sworn when I having my no data issue, my mobile network type was IWLAN. I'm not positive, but I'm pretty sure IWLAN means the network extender. I have verified I'm under network extender coverage by dialing #48.

Like I've said before, somehow I don't have this data problem anymore. I have data after leaving the house without turning airplane mode on/off. Now that I no longer have this issue, I notice my Mobile Network Type is always LTE, or CDMA evdo rev. a. Where I live, I am right on the edge of both LTE and 3G service, so my phone sometimes switches between LTE and 3G (CDMA evdo rev a.) when I'm home. -119 dBm in the attached picture is a little misleading, it's usually -121 dBm through -123 dBm, which is borderline no LTE service from what I have seen.

Samsung Galaxy S 6 Software Update | Verizon Wireless

When my Wifi is off, it says Network extender, CDMA-Evdo Rev A/ inservice/ connected

With Wifi on, it says network extender/IWLAN/ In service/connected

I will see what it says when I leave the house, but we have 4g around here.

dondon11

Did you see we got a bit in the update:

They talked about better connection when using Network extenders and wifi calling.

Some customers using the Samsung Galaxy S6, have reported connection issues during transition from a Network Extender to the wireless network. Verizon has been working with Samsung and a resolution was made available today via a software push. Here’s how to update your phone: Settings > System Update > Check for new. You can also check the Advanced Device – Software Updates page to see if the update is available for your device and confirm the full benefits of the Software. http://spr.ly/6585BiVab
DerekR_VZW
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Yea it is pretty frustrating when you know other people have the same exact problem as you, and no one can make any headway on getting the problem resolved.

I'm hoping the next software update for the S6 fixes this problem. If not I will have to get a different phone, or maybe try throwing it at a brick wall because at this point that would make it more useful

This is the Marshmallow update, lets see if it fixes it. -RockBase- Downloading now.

JimW94

I just downloaded the update as well. I'll post my results tomorrow after I leave the house. lol

What really annoys me about this whole thing is that obviously they know there's a problem. Why not just say "We're aware of the problem and ate working on a solution. We will let you know as soon as we have an update". Rather than all these bogus verizon posts.