HTC One (M7) Reception

[jethrodesign]

I've had a new HTC One (M7) from Best Buy for a few months now. But I've noticed that this phone gets worse data reception than any phone I've had on Verizon. I've stuck with Verizon for many, many years now SPECIFICALLY to get consistent reception in as many places as possible, but now I'm constantly getting poor reception. IS THIS A KNOWN ISSUE WITH THIS MODEL???

I live in Los Angeles, and spend most of my time around the Westside or Hollywood. But I'm constantly getting 3G or even 1x when I'm in restaurants, houses, etc. Even last week at the VERIZON Amphitheater in Irvine - ironic. So internet will be very slow or completely unresponsive. Or maps won't really load well, etc.

- Is this a known issue?? I didn't see it mentioned much in reading reviews before I bought the phone.

NOTES:
- The phone was updated to Kit Kat when I first got it. Have done any updates since.

- Recently updated to Sense 6.0.

- Have tried clearing cache. Have enabled 'CDMA Only' mode.

- Have tried switching to airplane mode & back.

- Try removing case when issue happens, no difference.

Before this, I had a Droid Eris, Droid Incredible, and Droid Incredible 4G. But I don't recall having such poor reception with any of those.

If this is just an issue with the phone and it's antenna, I'm wondering if the new upcoming HTC One Mini 2 or possibly HTC One (plastic version of M8) would be any better? I imagine it must be an antenna/case material issue.

Thanks!

[vzw_customer_support]

Hi jethrodesign - Let's make sure you are receiving the reliable service that you deserve! Many factors can affect reception while indoors. Are your voice services working well in these same areas? May I have zip code to reference the general coverage in the area. Does the signal improve when restarting the device?

Thank you,

YaleK_VZW
Follow us on Twitter @VZWsupport

[jethrodesign]

Thanks for the response. You can use the zip code of 90066 to get a general idea of area.

Unfortunately, I don't make a lot of phone calls, so I'm not sure about the voice call service when I notice a slow-down. Maybe I'll try making a call when I notice it. And I can try restarting as well, though I haven't noticed any long-term affects by doing this.

As a reference, I checked my signal strength when at work (single-story basic storefront office). It measures about -113dBm. I tried removing the cover with no real difference. And at home (90035), in the top-level of a 2-story apartment, I am at -90dBm. When I put my ancient Droid Incredible right next to the One, it measures -70dBm. I know it may not be apples-to-apples comparison, but that's a huge difference.

Thanks for any help.

[vzw_customer_support]

Thank you for your reply, Jethrodesign! Does the device get consistent 4G connection when outdoors? Please also remove the SIM card and reinsert it to ensure it is seated properly.

Thank you,

YaleK_VZW
Follow us on Twitter @VZWsupport

[jethrodesign]

Hello,

OK, here's the latest update. I removed and reseated my SIM card, then restarted. This didn't seem to make much difference.

I watched my signal today when driving to work. Outside, it is always connecting on LTE and averages between -70dBm and -100dBm, but usually on the lower side. Once I got to work and went inside, it dropped to -110 to -113dBm.

Went to a venue in Beverly HIlls tonight. Signal actually dropped to 3G for first time in a while and was over -110dBm. In a speed test it barely hit 1Mbps.

On Sunday when in Santa Monica, near 3rd St Promenade, I was inside a food place with all glass windows and doors open. I was only about 10-15 ft. inside the doors. But I couldn't even get a webpage to load or my Flixter app to pull up any info. I put my phone on a table next to a friend's Verizon Galaxy S4: I was hovering around -110 to -115 dBm, while his S4 was at -90 to -95dBm. When I walked a few feet to just outside the doors, mine dropped to about -95dBm.

I've seen a couple other threads about poor LTE reception on the One, so honestly if this is the case, I would rather just be told so I don't spend countless hours trying to track down an issue that can't really be fixed. I just need a phone that can connect when in very average, popular places.

Thanks.

[vzw_customer_support]

@jethrodesign,

Thanks for keeping us posted! I definitely understand the importance of having a reliable connection. The next step would be to replace your sim card. You can visit a VZW store http://bit.ly/3SdsA and pick one up for free, or we can ship one out to you. If you would like us to send one out, follow me and send me a direct message.

JohnB_VZW

Follow us on Twitter @VZWSupport

[jethrodesign]

HI,

I went in to a store and got a new SIM card yesterday. Unfortunately it didn't help as I'd hoped. If anything, it may even be a hair worse. Definitely not better.

Today I was just in an area of Culver City (90232) with a bunch of stores & restaurants, no tall buildings or hills, etc. Even in the parking lot here I was at worse than -114dBm and a Speed Test wouldn't even complete. When I went in to a popular restaurant, it dropped to up to -119dBm.

I'm wondering if I got a one-off unit with a bad radio or antenna, or if the design of this phone (being all metal) just makes it prone to poor reception. Even though I really like the phone and don't see any others right now (at least on Verizon) that I would prefer, I can't have a phone that can't connect and therefore can't function properly when just around the city and in popular places.

Let me know what options I have here.

Thank you.

Kenny

[vzw_customer_support]

I appreciate you trying a new SIM card, jethrodesign. I definitely understand having a phone you can rely on to function properly. When was the device purchased? The HTC One (M7) is a supported device under our XLTE network. While your phone will not say XLTE, if you are in a supported area, you should be able to benefit from those speeds. Do you have a protective casing around the phone that may be blocking the signal?

AndreaS_VZW
Follow us on Twitter @VZWSupport

[mlcooke258]

Where does it state that the M7 is an XLTE supported device?  That is contray to everything I have read.

[vzw_customer_support]

Hello mlcooke258
Thanks for replying. You are correct the HTC One (M8) is XLTE ready. The HTC One is 4G LTE compatible.

JoeL_VZW
Follow us on Twitter @VZWSupport

[Skypole10]

The poor reception is the M7... I have the same problem and no one at Verizon has been able to offer a solution so far. Sorry but as nice as this phone is in all other areas, it really sucks in this one and it is a show stopper... Too bad Verizon won't admit the mistake and just upgrade M7 users to the M8...

[vzw_customer_support]

We don't want the show to stop, Skypole10. Although we don't manufacture the phones, it's importnat to us that your phone work properly with our network. Can you please describe what's going on with your device particularly? What zip code are you having reception trouble in?


 

JenniferH_VZW

Follow us on Twitter www.twitter.com/vzwsupport

[Skypole10]

Hi Jenifer,

Thank you for responding to this issue.

I do not want the show to stop either, but I have reached a state of very real frustration at this point.

I have read several forums lately similar to this one that you are responding from, so it is obvious that this is a hardware issue with the M7…

Is this another “Antenna Gate” like Apple had a couple years ago???

Is the aluminum body negatively impacting the Antenna performance???

Below is a letter that I prepared to send to upper management.

Please feel free to pass it on to a supervisor if you feel it would help…

After you read through this, Please let me know if anything can be done.

To: Upper Management, Verizon Customer Service

[vzw_customer_support]

Skypole10,

Thanks for the additional details. To be honest, I have reviewed all resources available to us and do not see HTC has avised this is a known issue. Please go to Settings>Mobile Data>Preferred Network>LTE/CDMA should be selected not Global. Please make sure it's on the correct setting and let me know if it improves.

In addition, I apologize but I am not able to see your letter.

AdaS_VZW
Follow us on Twitter at @VZWSupport 

[Skypole10]

So you are another tech instead of Jenifer , who started this conversation...

We have already tried everything you can imagine. Yes that includes LTE only...

If you look at the notes on my account , you will see prolific notes.

I pasted the letter text into the last reply... You did not get that???

Should have been the body of the reply.

Give me an email where I can send an attachment and I can try that.

Honestly, I do not expect HTC to acknowledge this antenna issue but it is painfully obvious as everyone else's phones are in 4G and this one is in 1X just like the individual in the forum that you responded from.

Sent from my HTC One on the Verizon Wireless 4G LTE network

[skunis74]

I am having a similar issue with signal strength.  However, I never drop out of LTE.  My issue is that over the last week or so I have noticed that my battery is dying much quicker than it ever did.

For some background, i purchased my HTC One M7 in August 2013.  I do understand that over time a battery loses its ability to keep a charge.  I usually charge my phone once a day and all my research tends to show that a battery can take about 500 full charges before it starts losing that ability to keep a charge.  I never let my phone get down to under 30% charge when I charge it.

Recently, I have noticed that within 4-5 hours when I used to be at 70%+ I am now at under 50%.  It seems that my cell standby is using most of the battery and I am consistently without a signal 60%+ of the time.  Most of that time is with the screen off.  When the screen is on I seem to have better cell service.

I have tried to wipe the cache partition and I am in safe mode right now (after 4 hours I am down to 70% battery) but I still see that I am without a signal 64% of the time.

We recently received an OTA with some updates but I am wondering if the radio was changed in the latest OTA a newer radio can cause signal issues if not tested properly.

I know I am outside of my warranty and it is all but impossible to change the battery in this phone but it is almost to the point of not being able to use my phone.  I need to know what I can do at this point.

[vzw_customer_support]

skunis74,

I am sorry to hear of your issues with your battery. Have you been able to view your device settings and see that is using your battery life? This will provide us some insight into what is going on.

RobinD_VZW

Follow us on twitter @VZWSupport

[skunis74]

I did check and thought I put that in my post but I will again state that my Cell Standby is using the most of my battery and showing that I do not have a signal more than 60% of the time.

I am at work when this happens and the zip code is 07310.

Thank you,

>> Personal information removed to comply with the Verizon Wireless Terms of Service <<

Edited by:  Verizon Moderator

[vzw_customer_support]

skunis74,

Our apologies. I do see that you did provide that information in your previous post. I suggest that we replace your SIM card. If you go to any corporate store they are free of charge or we can ship you one. This will provide you the service you are looking for.

RobinD_VZW

Follow us on twitter @VZWSupport

[skunis74]

Although I am not completely sold, based on other reports and posts here, that a new SIM card will help I will try it.  Can you ship me the card?

Do you need my address or are you able to access it from my profile?

>> Personal information removed to comply with the Verizon Wireless Terms of Service <<

Edited by:  Verizon Moderator

[vzw_customer_support]

We absolutely can send you a sim card. Will you send us a private message? I'll need your info.

VanetrisC_VZW

Follow us on Twitter @vzwsupport