1 Solution
I'm attaching a capture showing the info I believe you want. The phone is in excellent condition with no damage. There have been no changes to the wifi or router.
I'm fed up with with my Motorola Razr Maxx losing its wifi connection to my home network. I've been tolerating this problem since Android on my phone was upgraded to Jelly Bean about a year ago. Prior to the Android upgrade I wasn't experiencing any problem. I've had my Razr Maxx since August 2012. I'm fed up with the problem and finally saying something because last week I received what's reported to be the final Android upgrade for the phone and the problem persists. I'd been hoping an update would eventually solve the problem. I'm not looking forward to tolerating this problem until my 2 year contract is up this fall. When my contact is up and I comparison shop for phones and providers I'll definitely keep my bad experience with this Motorola phone from Verizon in mind. Wifi is a very basic feature and there's absolutely no excuse for it not working.
Wifi may work for a day or two but after that I'm left with a non-functioning wifi connection and a gray rather than blue wifi indicator on my phone's display. I power cycle my phone to get wifi working again but after a period of time wifi will stop working again. Based on the other postings in the discussion forums I'm not alone in having this problem.
My router is a Linksys EA3500 using firmware version 1.1.39.145204 which is the latest version available. This router was purchased on June 30, 2012 so it's only about 1 1/2 years old; definitely not an old worn out router than needs to be replaced. The router also provides wifi connections for two windows laptops, two iPod touches, an iPad, a Wii, an iPhone, and a Roku. These other eight devices have no problem maintaining a wifi connection so everything points to the problem being with the Razr Maxx. Regardless, I tried a factory reset of the router but that didn't help the Razr Maxx's wifi problem. I've also tried assigning the Razr Maxx a static IP rather using a DHCP address but that made no difference either.
On the Razr Maxx I told my phone to forget my wifi connection and then I rediscovered and added my wifi connection back to the phone - that didn't make any difference either. I've gone through the boot menus and cleared the cache partition but that didn't help either.
I've tried everything that others have suggested but haven't had any success. Any suggestions Verizon?
Solved! Go to Correct Answer
Greg_G - Thanks for the additional details. It is definitely odd that this is the only device that has concerns. I know I recently had to have my router firmware updated by my cable provider. I would definitely recommend checking that. Additionally, Kooshie offered some great advice. Please visit Settings > Wifi > Menu > Advanced > and set Keep Wi-Fi on during sleep to "Always" and you can uncheck the "Avoid Poor Connections" option. Let me know how this works!
Thanks!
MelissaM_VZW
Please follow us on Twitter @VZWSupport
Hello to you Greg_G!
We definitely want you to have a fully functional phone. The last thing we want is for you to leave the VZW family. I'm confident we can figure this out.
Thank you for all of the troubleshooting steps you've already completed. I took a deep dive in to this concern and didn't find that Motorola is aware of it. It's not a known concern for this device. Do you happen to notice if this only happens on this router or have you seen the same behavior on other routers?
Thanks!
MelissaM_VZW
Please follow us on Twitter @VZWSupport
I use my home WiFi most of all and I don't use use other WiFi very often, therefore I can't say whether it happens on other routers. I can say that nine devices - counting my Razr Maxx - connect to my home WiFi but only the Razr Maxx has problems maintaining its connection.
You've probably already don't this, in the wife menu choose advance and never for sleep policy. Also uncheck avoid bad connections.
Greg_G - Thanks for the additional details. It is definitely odd that this is the only device that has concerns. I know I recently had to have my router firmware updated by my cable provider. I would definitely recommend checking that. Additionally, Kooshie offered some great advice. Please visit Settings > Wifi > Menu > Advanced > and set Keep Wi-Fi on during sleep to "Always" and you can uncheck the "Avoid Poor Connections" option. Let me know how this works!
Thanks!
MelissaM_VZW
Please follow us on Twitter @VZWSupport
On my phone "Keep Wi-Fi on during sleep" is already set to "Always" and
"Avoid poor connections" box is already unchecked. I'll attach a screen
capture.
As mentioned in my original message I have the latest firmware on my
router. I own the wireless router. It's not provided by cable company.
On Fri, Jan 24, 2014 at 1:23 PM, Verizon Wireless Customer Support <
My friend had this happen also, they had to replace the device.
Greg_G, thanks for these details. How's your connection when connecting to other WiFi signals?
LasinaH_VZW
Follow us on Twitter @VZWSupport
That same question has already been asked and answered. Here is a cut and paste of the answer from when the same question was asked previously:
I use my home WiFi most of all and I don't use use other WiFi very often, therefore I can't say whether it happens on other routers. I can say that nine devices - counting my Razr Maxx - connect to my home WiFi but only the Razr Maxx has problems maintaining its connection.
Although eight other devices don't have any problems establishing and maintaining a connection to my home WiFi, let's assume for a minute my router is the problem. What aspect of the router could be causing the problem? Does the Razr Maxx have certain requirements for WiFi connections? If I go shopping for a new router that's Razr Maxx friendly how do I know what to look for in a replacement router?
This thread is NOT answered!!! SugarAndSpicex3 posted a follow up to my original post. Their problem may be solved but not the problem from my original post!!!
Greg_G, thanks for the details. Since eight other devices are able to connect to your home Wi-Fi, then we can assume that this is a device issue. Have you downloaded any 3rd party applications from the Google Play market? Some application software can affect the performance of your device. You mentioned that you've been experiencing this issue since you recieved a software update. Since that update, have you master reset your phone since the update? http://vz.to/M0pNF6
LasinaH_VZW
Follow us on Twitter @VZWSupport
LasinaH, while we appreciate your concern and replies again I say it has been confirmed by Verizon AND Motorola that the problem stems from the last update by Motorola!!!! Will CAP LOCKS HELP TO GET PEOPLE TO LISTEN!! I DID THE LEG WORK AND SPENT OVER AN HOUR ON THE PHONE WITH VERIZON AND MOTOROLA!!! IT IS THE LAST UPDATE!!! MOTOROLA WON'T CONFIRM WHEN THERE WILL BE A FIX SO THERE SOLUTION TO FIX THE PROBLEM IS FOR USERS TO DO A FACTORY RESTART ON YOUR PHONE REVERTING IT BACK TO THE PREVIOUS OS BUT YOU HAVE TO MAKE SURE YOU TURN OFF AUTOMATIC UPDATING SO IT DOESN'T LOAD THE NEW OS AUTOMATICALLY.
VERIZON, IF YOU WANT TO HELP SOLVE THE PROBLEM HELP US TO FORCE MOTOROLA TO COME UP WITH A FIX.....SOON!!!!!
Thanks S810. I agree, this is Motorola's software problem (update 98.18.94 XT907 Nov. 2013). I am stuck in VZW's contract for this Razr M phone until 10/22/14. When the phone is in its non-functional wifi state, the wifi button is greyed out at the setting Off, so it cannot be switched to On. No wifi networks show up at all. Maddeningly, after soft resets or for no reason at all, the phone sometimes allows wifi to turn on for a while (at home or elsewhere), then goes back to greyed-out wifi Off. I tried the other fixes suggested by VZW moderators, to no avail. Then I did the factory reset (http://vz.to/M0pNF6 ) (twice), losing all of my apps in the process. And of course it had absolutely no effect on what VZW moderators call a “device issue”. I have searched and found NO WAY to turn off auto **device software** updates through the phone’s settings. So it will just re-install the problematic update to Android v. 4.1.2. Motorola needs to fix its software! I am paying for a semi-functional phone that runs up VZW data overages.
Motorola tech support diagnosed my Razr M no Wifi issue as a a device software issue, based upon screenshots I sent them via email to (https://motorola-global-portal.custhelp.com/app/prod_ask/action/auth). They said the phone is apparently unable to properly load the device software. They noted that few of their phones have this problem. Obviously, some do. Motorola offered options of shipping to them for repair (software reload) or taking to VZW for exchange as defective (as per my device insurance). I did the latter. Motorola will ship refurbished replacement phone to me. Will advise what happens.
I did a reset of my phone I did not re-install any 3rd party apps. WiFi worked for almost a day but now the WiFi indicator is gray so I've lost the connection. I'm having the same problem as before. Now what?
Your patience is greatly appreciated Greg_G! We are committed to getting this issue resolved for you. Next we want to check to ensure that you are on the correct software version. Please provide the software, baseband, and android version on your device. Also, can I assume that there isn't any physical or liquid damage on the phone? Have there been any changes to the wifi setting or the router? As you share the details then we can continue to search for a solution.
Thank you...
ArnettH_VZW
Follow us on Twitter @VZWSupport
I'm attaching a capture showing the info I believe you want. The phone is in excellent condition with no damage. There have been no changes to the wifi or router.
Greg_G,
Let's get your WiFi working right! This is a great way to help manage your data usage so I definitely understand your concern.
You mentioned you did a reset. Was it a hard reset http://vz.to/1fBD1Ui? Try running the phone in Safe Mode http://vz.to/Nu60yG and see if your able to connect to WiFi.
JohnB_VZW
Follow us on Twitter @VZWSupport
A hard reset was done. Even after that the phone will lose wifi after a
period of time. Safe mode does not help either.
On Tue, Feb 25, 2014 at 7:29 AM, Verizon Wireless Customer Support <
I, too, have a Droid Razr Maxx and am having the same WiFi connectivity problems as Greg_G and I've taken all the same steps as suggested by Verizon Wireless Customer Support and performed by Greg_G and I, too, have had no resolution. I read this thread and have to give major props to Greg_G for his continued patience in replying to all of Verizon's questions, not getting any help, and still keeping his head from EXPLODING!!!!!! It's been over a month (1/19/14) since his initial post, and we haven't seen a resolution. Is there anything else we can do, or are we all just stuck with this defect until our contract runs out? HELP!!
You/We are stuck until Motorola decides to fix the issue. I doubt Verizon
will compensate us even though we have no wireless at home so we have to
use 4G thus potentially making them more money. Really making me not want
to buy another Motorola phone! Samsung Galaxy seems better!
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