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Problems with Wireless Hotspot on HTC Thunderbolt

GDP
Newbie
‎08-01-2011 10:51 PM
Is anyone else having problems staying connected to the WiFi hotspot on the Thunderbolt? The actual hotspot stays connected but the data connection drops after 3-5 minutes or so (in 4G and 3G). I've never had a problem with it until I signed up for the hotspot. And it's ONLY when using that hotspot that it has problems. I took it to Verizon and they did the normal factory reset, replaced SIM card, etc etc. Took it home, and still having the same problem. Called tech support, they had me do a bunch of stuff, still not working and I didn't have another phone around to call from. Took it back to Verizon, they couldn't do anything. Very frustrated. They said it was not a known issue but I know for a fact that it is, which is why they offered the hotspot for free during the first couple months of the phones release.
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Elitist_Jerk
Contributor - Level 2
‎08-02-2011 05:16 AM

You know its a known issue when people that take 1,000s of calls said it isn't...

 

Does it happen when you phone screen times out or anything? Try to change the security type and see if that helps at all

 

My co-worker has this phone and feature and he said for the most part it works with minor hiccups *shrug*

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lyne1120
Newbie
‎08-06-2011 11:08 PM

I loved the  three month free mobile hotspot trial and signed up for the $30 unlimited plan yda. The speeds during the trial were remarkable and had no problems at all. Now that I purchased the plan, the speeds are so slow that it is practically non existent. My netflix cant even pick it up anymore.  I called tech support  and they were no help!  WTH!!

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Not applicable
‎08-09-2011 12:37 PM
GDP wrote:
Is anyone else having problems staying connected to the WiFi hotspot on the Thunderbolt? The actual hotspot stays connected but the data connection drops after 3-5 minutes or so (in 4G and 3G). I've never had a problem with it until I signed up for the hotspot. And it's ONLY when using that hotspot that it has problems. I took it to Verizon and they did the normal factory reset, replaced SIM card, etc etc. Took it home, and still having the same problem. Called tech support, they had me do a bunch of stuff, still not working and I didn't have another phone around to call from. Took it back to Verizon, they couldn't do anything. Very frustrated. They said it was not a known issue but I know for a fact that it is, which is why they offered the hotspot for free during the first couple months of the phones release.

Hi there!

 

I have a Thunderbolt as well and use the Hotspot with no issues. What did our Tech Support walk you through doing?

 

I recommend going into 'Settings>Applications>All>Mobile Hotspot>Clear Cache>Clear Data>OK to confirm both options. Then, go back into the Mobile Hotspot application, set up and try connecting to make sure it stays on!

 

If you continue to have issue, please PM me your name and mobile number so I can escalate this for you.

 

Thank you and have a great day!

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gina7289
Contributor - Level 2
‎08-09-2011 01:34 PM
Mine does what if explaining when the screen is darken as well as it is more slow compared to 3g when it was free.
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AnthonyTa_VZW
Verizon Employee
In response to gina7289
‎08-16-2011 07:42 PM
gina7289 wrote:
Mine does what if explaining when the screen is darken as well as it is more slow compared to 3g when it was free.

,

 

I understand your concerns with the Mobile Hotspot feature on your device!  Have you tried the troubleshooting steps VZWSupport Rep, Adam, mentioned before?

 

Let me know if you are still experiencing problems with connection and speed.

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mvgarner
Enthusiast - Level 2
‎08-15-2011 01:24 PM

I am on my third brand new Thunderbolt from Amazon wireless and each has had this issue.  The issue existed when it was new out of the box as well as after the OTA update.

I spent close to two hours on the phone with VZW tech support.  She is going to send me a new SIM card to see if that resolves the issue, since that is the only link between all three Thunderbolts.  She is also sending the issue up the chain to trace the routing of the data.

Since it is only an issue on the mobile hotspot, USB tethering works flawlessly, my personal opinion is that it is heat related.  I think that maybe the added heat from the wifi transmitter is causing the 4g or 3g transmitter to freak out.  Why else would the feature work great for the first several minutes it is on?

 

I should also add that this issue exists in 3g and 4g, when I am at home (-82 to -89 dbi) and close to the tower (< 65 dbi) and with both heavy and light data demand.

 

I will update the forum if by some mircle the new SIM card fixes the issue.

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lynxduck
Enthusiast - Level 1
In response to mvgarner
‎01-04-2012 07:27 PM

I can confirm on everyone that said it's a hotspot problem. I got the USB Cable Internet Connection Mode going after months of trouble and FINALLY it stopped dropping the connection every 60 seconds. Ever since not using the WiFi HotSpot feature and instead using the USB Cable for tethering, I get nothing but perfect 4G connections.

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tjrussell
Newbie
‎09-20-2011 12:47 AM

I bought this phone the day after it came out and still have the original. I've done all the updates since. I have tried to troubleshoot this problem by myself, I have the unlimited hotspot too. It still drops the data connection after 5 to 10 mins. I have a MAC and use pdanet to tether it, data connection is solid and will not drop. I have taken my phone to Verizon as well and chatted with their techincal support guy. I live in a 4G area but I have tried to do the hotspot on the CDMA only which is the 3G, it still does the same thing. Pretty much what I've been told by Verizon is that HTC does know it is an issue. My personal opinion, this is NOT a network issue with the CDMA or LTE networks, it is actually a problem with the phone itself. Im not sure how HTC allocates the antennas in the phone. Thunderbolt users, you should recognize that your phone will talk and surf/hotspot anything you want to do even on the 3G network, just not the 4G. This is the only Verizon phone that is capable of doing it so far, by what I've studied. Just have to hang in there, HTC will figure it out hopefully... and will send another OTA software update. And I don't think Verizon would offer the unlimited hotspot unless this was a known issue. But its pretty cool they did and I hope after its fixed that we can still be grandfathered in, to those that have subscribed. But by far this the best phone out there, I've played with a lot of phones and this is my favorite of all time and its on the best network. Trust me I used to work the AT&T cell towers booting up there 3G and 4G network. :smileywink: they are 5 years behind Verizon and for that fact sprint on the 3G side. And kicking butt with the LTE!

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dcpmark
Enthusiast - Level 2
In response to tjrussell
‎09-20-2011 03:53 AM

I have the same problem now, and I'm getting frustrated. It only started happening recently for me, after several months of working perfectly. I use my hotspot in same place (my office), at the same time each day (7am to 2pm), and connected to the same device (iPad 2). This has to be network related. I even emailed my problem to a Verizon support person here with no response. This data cycling when using the hotspot issue has been going on since the Thunderbolt was released, so that's **bleep** that it's not a known issue. I've tried everything except switching SIM cards and rooting, but nothing works. I'm sick of paying $60 per month for unlimited data and unlimited hotspot only to have it not work. 

 

If you are having trouble, not only report it but ask for a credit for every day it happens. Maybe it will get more attention if Verizon starts losing some money.

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sgbarrow
Enthusiast - Level 2
In response to dcpmark
‎09-20-2011 03:42 PM

My issue with the hotspot is that is is very slow.  I run a speed test on my Thunderbolt and I can get 12M down and and 3M up.  When I turn on the hotspot and connect my laptop, my laptop only gets 400k/180k.  It is basically unusable.  I have a Samsung 4G mifi that I use instead and I can get 8M/2M on my laptop but I would like the hotspot feature to work.  Any ideas?

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AvantAddict
Newbie
‎10-04-2011 10:24 PM

I am also having this problem.  Seems to be worse since the update to Gingerbread.  Prior to the update, it would stay work fine for a quite a while, sometimes a few hours, then start giving me issues.  I thought it may be a temperature issue as the phone would get quite warm after having the HotSpot on for that long.  But since the update, the HotSpot will only provide connected devices an actual internet connection for no more than a few minutes.

 

I have tried all the steps listed, no luck.  I will most likely be upgrading my phone as soon as a better one become available.  Too many ongoing issues with this phone for me to plan to keep it long-term.

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Wildman
Legend
In response to AvantAddict
‎10-07-2011 01:13 AM

I have experience this issue after 10-15 minutes of use and I have to cycle the airplane mode to get it back, it seems that the data connection is still going dormant after so long.  I have had the device do this when browsing the web directly on device also.

 

I refuse to have a device replaced because my Droid X from my job has the same connection issue, I hope that we can get a reliable data connection soon because since 4G was added to the network the data connection for 3G and 4G has started going down hill..

 

Can we get someone to look at the network because even I am starting to get a bit frustrated with this data dropping issue because I usually can work through anything but lately I have had connection stop in the middle of a large download and I have to start the download again after rebooting or cycling airplane mode..

 

I am asking respectfully to any Admin reading this that a suggestion be made for someone to look at the networks data because this is getting to be a pain.....

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DionM_VZW
Verizon Employee
In response to Wildman
‎10-11-2011 02:42 PM
Wildman wrote:

I have experience this issue after 10-15 minutes of use and I have to cycle the airplane mode to get it back, it seems that the data connection is still going dormant after so long.  I have had the device do this when browsing the web directly on device also.

 

I refuse to have a device replaced because my Droid X from my job has the same connection issue, I hope that we can get a reliable data connection soon because since 4G was added to the network the data connection for 3G and 4G has started going down hill..

 

Can we get someone to look at the network because even I am starting to get a bit frustrated with this data dropping issue because I usually can work through anything but lately I have had connection stop in the middle of a large download and I have to start the download again after rebooting or cycling airplane mode..

 

I am asking respectfully to any Admin reading this that a suggestion be made for someone to look at the networks data because this is getting to be a pain.....

Greetings to all community members! Thanks for taking the time to share with us what you're seeing when using Mobile Hotspot. I have submitted your feedback for review!

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ajamminman
Newbie
In response to DionM_VZW
‎12-23-2011 06:04 PM

I have been having the same issues.  If I turn the hotspot off and turn it back on it resolves for a while but I have to repeatedly do that.  I attempted to clear the cache but the option is grayed out on my phone and total, application and data is 0.00B.  That can't be a good sign.

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budone
Legend
In response to ajamminman
‎12-23-2011 11:59 PM

I have noticed also, after 30 minutes, if I have not done anything on the TB, (except using the hotspot) I will suddenly not be able to go anywhere on the web while using the hotspot. I light the screen, my 3G icon is gone, but will come back 3 seconds after I light the screen and I can continue browsing.

 

And it is 30 minutes everytime.

 

The same occurs if I am using the device to stream music. The 30 minute mark all goes quiet. I light the screen 3G icon is gone, then back and music starts again. There is some kind of internal timer running

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socalrunnergirl
Newbie
‎10-18-2011 06:08 PM

I have this problem as well.  Very frustrating and I have called for support (not much help).  I'm going to cancel very soon if it doesn't get worked out.  I traveled a lot this fall and had the problems in Orange County, San Diego, Portland OR, Philidelphia.  It happens indoors and out.  Usually it will work initially then gets really flaky.  It's VERY inconsistent and most times it barely works (if at all).  What a waste of money...

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Not applicable
In response to socalrunnergirl
‎10-25-2011 01:24 AM

I can definitely understand how frustrating the hotspot issue can be.  I had a phone with a hotspot that was giving me trouble too.  Are you still having issues?  If so please PM your name and number and I can see what options we have for you.  Thanks.

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sixsigma
Newbie
In response to
‎12-26-2011 02:24 AM

I am extremely frustrated with the hotspot service.  I have been paying for it for several months now even though it has not been useful for me.  I was able to use the mobile hotspot fine before Verizon disabled the service and crippled the phone.

 

Now when I enable mobile hotspot, I can connect for about 2-3 minutes, able to load one website or two before the 4G icon disappears on my phone and there is no longer any internet.  The only way to access the internet via my phone is through internet connection mode through the USB hub.

 

Can someone please let me know if they have managed to get Verizon to address this issue?  I am really mad but have no choice but to subscribe since I need internet access.  I just want the same abilities that I used to have before my phone got crippled..

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tucknet
Newbie
In response to sixsigma
‎12-27-2011 12:43 AM

Same problem here....mine just gives me an "Error" 80% of the time and I can't get a connection at all....unfortunately, I need the internet as well otherwise I would just cancel it....

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freddirkse
Newbie
In response to tucknet
‎12-27-2011 06:24 PM

Judging by the number of posts around the net on this exact topic, this is obviously a recurring issue with the Thunderbolt and/or Verizon. 
It's a shame that neither will do anything about it so far.  I am currently connected via my Thunderbolt Hotspot (stable location, not moving) and it's a non-stop drop and return connection situation. It's taken me nearly a 1/2 hr just to get this far with this post because it drops, connnects back briefly, then drops again...over and over.

It's been happening since I got the Hotspot, but since I don't use it very often I've mostly just (sadly) put up with it.  I did call Verizon a month ago on it, and they were genuinely "helpful", however did not admit to it being a recurring issue and did not provide a fix for it.

Things happen with technology - not a big deal.  It's unfortunate that neither company is stepping up to actually FIX the issue.

 

It's not like this is a FREE service/feature....we're all paying good money for something that does NOT work as it should.

 

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