Wifi issues

[idgyedgy]

I have recently noticed that my wifi connection keeps dropping from my Razr M phone.  All other devices in my home stay connected.  It will sometimes reconnect if I turn off the phone & turn it back on, but when I just tried this, it didn't work.  I have noticed a lot of other people having this same problem.  Is there a fix available?  This has never been an issue until just recently.  Is this due to an update?  I hope Verizon will offer a fix of some sort since so many others are having problems.  Thanks for any info! 

[vzw_customer_support]

idgyedgy,

I am sorry to hear that you are having problems with your wifi connection. We would want you to remove your wifi connection http://vz.to/1f1len3 and power the phone off. Turn back on and readd the connection. I hope this resolves all of your issues.

Thank you,
RobinD_VZW

Follow us on twitter @VZWSupport

[idgyedgy]

Thank you for your reply.  I have tried doing what you suggested several times, but my wifi connection still continues to drop.  Any further suggestions?

Also, at times it tells me that it is avoiding a poor connection, but then shows my signal strength as excellent.  It seems to get stuck on "authenticating" for some reason. 

[vzw_customer_support]

Thank you so much for trying that! Have you tried to connect to another WiFi connection? If not, please try that first to see if that works. 

Can other devices connect to it?

Share additional details so that I can help!

Thank you,

LenaA_VZW
Follow us on Twitter @VZWSupport

[idgyedgy]

I don't often have the option of connecting to other networks, but when I do, I'm not on it long enough to notice if it's dropping the connection or not.  I have no problems connecting my laptop, kindle fire or ipod touch to my home wifi & they all stay connected.  My phone is the only thing that continues to drop this connection.  I have had to "forget" that connection, restart my phone & reconnect several times a day for a couple weeks now.  Was there an update that caused this?  What are my options?  Thanks! 

[vzw_customer_support]

Thanks for those details idgyedgy!

What is the current software version of your Droid RAZR M? Does placing your phone into Safe Mode improve your experience at all? http://vz.to/LZzdS9

Keep us posted! We definitely want to make sure we can get everything resolved for you.

RuthW_VZW
Follow us on twitter @VZWSupport

[idgyedgy]

Is it the Android version you're asking about?  If so, it is 4.1.2

I got through the entire day yesterday without it dropping the wifi connection.  YAY! 

But today it has dropped it more than 3 times.  BOO! 

I have not tried Safe Mode yet...what will this do?  When it's in Safe Mode, I can't use my apps, etc...so what's the point of it?

Thanks for your help so far!

[idgyedgy]

I did just try booting up in safe mode & it seemed to connect to wifi right away.  When I rebooted out of safe mode, it got stuck on "authenticating" and wouldn't connect to wifi at all.  What does this mean?

[#9]

You need to input the correct password to connect to the wifi network.

[idgyedgy]

Thanks, but the password isn't the problem.  It connects to my home wifi, then drops the connection. 

I have it off of safe mode this morning & it connected fine...we'll see how long it stays connected. 

[idgyedgy]

Ok, the safe mode wifi connection might have been a coincidence.  It dropped the connection this morning, so I restarted in safe mode & it would NOT reconnect wifi.  Got stuck on "authenticating".  Restarted out of safe mode & it connected just fine.  What is going on?  I have never had a problem with it staying connected until just recently.  All of my other devices (Wii, kindle fire, iPod touch, printer) all stay connected with no problem.  Why is it just my phone with the problem?  And why just recently?  Was there an automatic update that caused this?  I would like to know how to fix it.  Thanks!

[#12]

The authentication error you are getting is that the "auto connect" for the wifi is failing.

To fix this you need to "forget network" and then manually enter the correct password.

It should work just fine.

[vzw_customer_support]

Thanks so much for testing it, idgyedgy. I'm guessing you just noticed this problem since the update, is that correct?
Do the network names and security settings (Open network or Secured with WEP) of detected Wi-Fi networks displayed in the Wi-Fi networks section?

Tap a Wi-Fi network to connect. When you select an open network, you will be automatically connected to the network. When you select a network that is secured with WEP, enter the WEP (security) key and then touch Connect - which type of connection was it?

Check the signal bar to ensure you have strong connection. Re-enter the key on the phone to match the key configured on the router.

Make sure that the encryption type and security settings match on the router and phone. If WEP encryption is in use, check that the key configured on the router matches the key entered on the phone.

TamaraH_VZW
Follow us on Twitter @VZWSupport

[idgyedgy]

Hi there & thanks for the response.  The signal strength is "Excellent" according to my phone (and it doesn't drop with any of my other devices: laptop, kindle fire, iPod Touch, Wii, etc....)

Under security, it says WPA/WPA2 PSK  but I don't see anything that says WEP. 

What did the recent update do to cause these problems?  What can be done to fix it? 

....and I've tried the "forget network" fix & that didn't last long.    But thank you for your input. 

[vzw_customer_support]

I must compliment you on the great troubleshooting you've done so far, idgyedgy. Your patience is greatly appreciated! I use my home Wi-Fi with my device as well. I used to have my Galaxy S III set to connect to Wi-Fi automatically so that it connects when I'm in range. Under that seeting, it would automatically favor my home Wi-Fi over VZW network, but would connect to VZW in the event that the device went out of range of my router. Do you have yours set that way? And about how often does your device disconnect from your home Wi-Fi? Once every couple of hours? What's the average?

We have no notices that a recent software update may have caused any Wi-Fi connectivity issues. After my wife's last upgrade, she gave her Droid RAZR to our children for at-home use only. No problems with connection on ours!

DionM_VZW
Follow us on Twitter www.twitter.com/vzwsupport

[idgyedgy]

Thanks so much for the compliment! 

I did have the opportunity to connect to a different wifi while at a doctor's office the other day. It appeared to be connected (it had the wifi symbol on the bar at top & when I would check, it said "connected to guest") but when I would try to post or update on facebook, it would tell me that I didn't have an internet connection. 

It drops my wifi at home at least 4 or 5 times per day.  I don't know what causes it to do this when all of my other devices stay connected (as I've explained in earlier posts). 

I do have it set to automatically connect to my home wifi when I am within range.  And when it does drop, it tells me that my signal is "excellent". 

Any ideas on why this is happening? 

Thanks! 

[vzw_customer_support]

idgyedgy,

That's definitely odd! It sounds like the phone was connected to Wi-Fi but it wouldn't let you post a status of Facebook. Were you able to see your page and other pages, and/or view the newsfeed?

Do you know if your software on the phone is up to date? If so, our next step would be to try a full reset of the phone. Before doing so, it's good to backup your information. Find steps for the full reset at http://vz.to/1ddPOqP

Elizabeth E.
Follow us on Twitter @VZWSupport

[idgyedgy]

Oh...I thought I was in the clear.  My wifi connection hadn't dropped all weekend.  Until now...I have tried turning my phone off & turning it on in safe mode.  I've tried "forgetting" the connection & reconnecting.  But now it won't connect AT ALL. 

It says "saved, secured with WPA/WPA2" and when I click on it and click on connect...NOTHING happens.  Signal strength is "excellent" but NOTHING happens.  It won't connect at all.  Nothing has changed with my modem or anything in the last hour to make this happen.  The password has been entered & re-entered, but still NOTHING.  What is going on? 

[vzw_customer_support]

@idgyedgy

I'm sure this is becoming frustrating!  I would love to quickly resolve this issue for you.

Have you tried hard resetting the device http://vz.to/1boPQkX as Elizabeth has suggested?  If so, how is your device responding now?

AnthonyTa_VZW
Follow us on Twitter @VZWSupport