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Is Verizon looking at compatibility issues between the iPhone 7 and Samsung 4G LTE network extender?
PAILEV28
Member

I have read in several places that people are having issues with their iPhone 7 / 7 Plus models working with the Samsung 4G LTE network extender.  I am also having an issue.  I have an iPhone 6 and 6s which have been working without issue on the network extender for some time now.  Recently upgraded the iPhone 6 to an iPhone 7.  The iPhone 7 cannot use the extender.  Upon boot the phone will show a full 5 bars of service.  I try to dial #48 and the phone shows Calling... but nothing ever happens and the signal drops to 1 bar or no service.  2nd level telephone tech support tried to have me disable HD calling which is the exact feature you must have to use the 4G network extender.   Then he encouraged me to just use WiFi calling which in my opinion is unacceptable as it does not handle text messages.   Plus what do I even have the network extender for at that point.  So my question is as stated in the title,  is Verizon looking into this issue?

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Re: Is Verizon looking at compatibility issues between the iPhone 7 and Samsung 4G LTE network extender?
Acrillix
Sr. Member

The current incompatibility between the Samsung 4G LTE Network Extender and the Apple iPhone 7 is being investigated by the phone manufacturer, Apple. I suspect there will be another update pushed out to resolve this issue.

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Re: Is Verizon looking at compatibility issues between the iPhone 7 and Samsung 4G LTE network extender?
vzw_customer_support
Customer Support

PAILEV28, I know that is has to be very frustrating not being able to use something you have already paid for. While this issue is being investigated we want to try everything possible to connect the devices. Please visit our support page to ensure that all of the necessary steps were completed >> http://vz.to/1VI4GJn



MarcusS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Is Verizon looking at compatibility issues between the iPhone 7 and Samsung 4G LTE network extender?
PAILEV28
Member

Still no resolution and almost a month since we got the iPhone 7.   Truly dissapointing.

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Re: Is Verizon looking at compatibility issues between the iPhone 7 and Samsung 4G LTE network extender?
reggie14
Member

I'm having this problem now.  I got an iPhone 7 last Friday, and immediately started having problems with *all* of my devices intermittently connecting to the extender. I really thought it was just a problem with the extender (it didn't even occur to me that the iPhone may be involved), but after a week of troubleshooting with Verizon, it's very obvious this is a problem with the iPhone.  If I turn off the iPhone, the extender works fine.  Once I turn it on, within a few hours my other devices start having problems connecting (and saying connected) to the extender.

Has everyone looked at their LTE extender logs? You can view these on your LTE Extender web admin page. You'll need to find the IP address of your 4G extender first. You can do that by cycling through the screens on the front of the network extender.

Type that address in a web browser. When prompted, the default password for the extender is LteFemt0 (that's a zero at the end).

Then go to About->Status and Alerts. On that page, under Status Details, there should be something that says System Detail History. Click on that and look for messages saying the extender is "Not In-Service."

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Re: Is Verizon looking at compatibility issues between the iPhone 7 and Samsung 4G LTE network extender?
Veri_Joxes
Member

Hello,



I have the exact same problem.



iPhone 7 and Samsung 4G LTE network extender.



Full LTE bars when I turn on the phone in the morning (iPhone 7 connected to the 4G LTE network extender).

As soon as I'm back home after work, I just see two LTE dots in the iPhone 7. Only way to get connected to the 4G LTE Network Extender is to turn on/off the iPhone 7 airplane mode.



I did the reset network settings, reinstalled from scratch everything on my iphone 7, I have the latest carrier profile, I have the latest Verizon 4G LTE Sim card, Verizon iPhone 7, I have advance voice calling enable, I have LTE voice/data enabled (so Verizon 1 level tech support do not ask me to select data only or remove advanced calling functionnalities cause in that case the iPhone 7 won't be compatible with the 4G LTE network extender).



So here what I did:



When I'm home with full LTE reception I launch the iphone field test tool by typing on the phone keypad: *3001#12345#*. Clicked on serving cell info, then looked at the band frequency. I see 13. So it means that the phone is connected to the LTE band 13.

When I leave the house the phone connects to either LTE band 2 or 4. I live in San Jose CA and Verizon is using those two LTE bands in addition to the band 13 for deeper penetration inside buildings.



When I come back home the iphone 7 stays on either LTE band 2 or 4.



The real problem is why the iPhone 7 does not connect to the LTE band 13 especially when the iphone is next to a strong LTE band 13 and the iPhone 7 stays on LTE band 2 or 4???

The iPhone should connect to the LTE band who has the strongest signal where you stand. It is what the standard is known for. The phone modem should connect to the strongest signal so the phone won't have to use power to switch to another band. I even have the GPS turned on on the phone with the cell network search on (privacy/locations services on/system services on/cell network search on).



I do not think there is any issue with the Verizon 4G LTE network extender. I have the same issue at work this time without Nertwork Extender. The phone has 3-4 LTE dots on band 13. Then suddenly I see 1 dot on band 4. The iPhone then is stucked on band 4. To get good LTE coverage in the office I have to turn on&off airplane mode.



The problem, I think is coming, from the Qualcomm Snapdragon X12 - Snapdragon X12 LTE Modem | Cellular 4G Internet Modem | Qualcomm and the modem software.



Something interesting I found was Apple decided to reduce the Qualcomm chipset performance to be in line with the crappy Intel LTE modem performance found on the GSM iPhone 7 model (AT&T, Tmobile). Apple confirmed limiting iPhone 7 Qualcomm modem to keep performance on par with Intel chip.

Maybe this tweek is creating a problem with the network extender? I do not know...



I contacted Apple support. They had no clue of this problem. The lady I talked to went through all the technical articles and could not find anything. I then went a second level support person. Same results. At the end of the call, the support person told me to contact Qualcomm!!! I was shocked!!! And she booked for me an appointment with the local genius bar so they can look at my iPhone And run some diagnostic tools on it.



Based on my different analysis, Verizon tech support (level 3 or 4 and just the highest) should reach out to Apple and explain the issue with the iphone 7. Apple RF engineering team in Cupertino mist investigate this issue with the Qualcomm team.


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