LG V20 Suddenly Has Connection Fluctuations

[csr19us]

My almost-new V20 has suddenly started losing and changing tower signals all the time. One minute, it will have a pretty good LTE lock, but then it will randomly drop to 3G (if I'm lucky), and sometimes just drops altogether. I am missing lots of calls (goes straight to VM like I have it turned off), and many calls drop a lot... forget HD quality.

When I first got this phone, it was working great... always a strong 4G/LTE lock.

I've tried the entire troubleshooting gamut... Verizon's troubleshooting tool, many factory resets, cache wipes, SIM and SD card re-seats, battery pulls, LG software/update utility on the PC w/USB cable (the 90 minute repair process), etc. EVERYTHING... for three days effort now.

I've completely exhausted everything that I, as a tech-savvy IT guy, know how to do.

My suspicion is now settling on that I have a hardware failure or SIM card needing replaced???

I had to have a shop change my screen since it cracked several weeks ago, so I doubt the warranty is still valid (or is it)? By the way, it was working fine after the repair for a couple of weeks at least; so I highly doubt that is related to this.

Can I change my SIM card at least, to try that, first? Seems easy enough a thing to try.

[SuzyQ]

SIM cards are free at a corporate store, and yes, switching that out could be a simple fix.

Is your preferred network set to LTE/CDMA?  It should be, not GLOBAL or some other settings.

[csr19us]

Yes, I tried all the different network settings, including LTE/CDMA vs

Global.

I will try to get to a store to swap SIM cards. I'll report back with my

results, in case it helps others, or if I need to take further steps.

[vzw_customer_support · Accepted solution]

csr19us, I'm glad to hear that your device's screen was repaired. However, if the screen was not repaired by the device manufacturer's authorized technicians or through the Asurion wireless insurance provider (When filing a claim), this would void the device's equipment warranty. Ensuring that your device works at all times is our goal and we'll do everything we can to get it working for you. We appreciate the troubleshooting you've already done for your device.  I've noted that you will visit a store replace your device's SIM Card to help resolve its service issues. We'd like to save you a trip to a store. 

RobertC_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!

[csr19us]

I've already tried replacing the SIM card, but am still experiencing issues

with cellular reception.

Is there an antenna component (like the top bumper/edge piece) that I could

simply replace? Maybe it became damaged somehow.

On Sun, Apr 16, 2017 at 2:03 PM, vzw_customer_support <

[vzw_customer_support]

Crs19us that is great question. I regret to learn that the SIM replacement was not successful. When your screen was replaced did you do this through Asurion? If so I would recommend visiting phoneclaim.com/verizon to get started on the replacement process. If not, the screen repair would void the warranty, so I would recommend contacting LG to see about getting your device repaired http://www.lg.com/us/support/repair-service/schedule-repair-us.

AdrienneP_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!!

[csr19us]

I got a new SIM card, and still no luck. It seems this phone just doesn't

want to keep a cellular signal lock.

Also, I'm generally seeing very low reception strength to the nearest tower

(30 or 40 db less than other phones we still have)... as well as several

fewer neighbor towers within range (compared to other phones).

I'm left with the impression that something has gone wrong with the antenna

or radio.

This was a VERY expensive phone... what are my options?

[SuzyQ]

If the phone is less than a year old you can get a warranty replacement.  Hope fully there is no water or other physical damage that would void the warranty.

[csr19us]

I had a cracked screen that was replaced by a local repair shop at one

time. Would that void the warranty?

[Trh1108]

The v20 is just a garbage phone.  I have had these same reception problems since day 1.  I can sit next to my wife who has the Note 5 and she will have 3 or 4 bars and I'm lucky to have 1.  A lot of calls to me go straight to VM like my phone is off.  I have tried all the different settings like Verizon suggests and nothing works.  Verizon and LG should have some sort of trade in program for these phones as LG just missed it on this phone.  If only Samsung didn't have issues with Note 7 I would be a happy camper.  Never had a problem with any Samsung phone ive had but to get out of this LG V20 would cost me way to much so I'm just stuck with a [removed] phone until I pay off enough to get rid of it.

Profanity removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator.

[csr19us]

I would like to disagree with you, but I can't. The V20 looks great, and is

an overall GREAT "device," but it is nearly useless as a cellular phone.

When I first got it, it was flawless, but became this way almost overnight

for no apparent reason. My case is mostly similar to yours, except my 4G

will often drop out right as I try to use some data (even if it has 3-4

bars), it will just "reset" (or something) to 3G. I constantly miss phone

calls. I have to resort to wifi-calling, which also sucks (and isn't what I

PAY for). I agree... Verizon and LG need to figure something out, because

this seems to be not unusual. I even had a phone repair place tell me that

there was some kind of class-action lawsuit, but haven't looked into

that... YET.

On Sun, Apr 30, 2017 at 12:45 PM, Trh1108 <forums@verizonwireless.com>

[Trh1108]

Well spent some time talking to a very nice Verizon rep today and she mentioned Verizon had LG release an update today that I'm currently downloading and she thought it was targeted at fixing this issue so we will see.  Ill post results after its installed.

[csr19us]

Oh... now that's interesting. Please do keep this thread updated with your

results! I wonder if the update is OTA or has to be done with a USB

connection.

[Trh1108]

I tried online thru usb and said no update so I went to settings and update and it said available but it didn't fix anything.  Still same terrible connection.  Ive been writing with LG but my guess is they will do nothing for me.  Verizon will send me another V20 but I don't want someone else's problem phone that they say is fixed.  I just want LG to step up admit its not a good phone and give me my money back or tell Verizon to let me give it back for a new phone.  I will never get an LG product again after this garbage phone and terrible customer service.

[csr19us]

I just checked for an update, and there was indeed one available. So I just

applied it, and just tested it... NO FIX. Glad to hear Verizon is at least

doing something for you... not for me, apparently.

[Trh1108]

There are not really doing anything for me.  If I want out I have to pay remaining balance of over 500 or I can get replacement which like I said I don't want someone else's problem phone they sent back and is supposedly "fixed".  I just want a different phone and I said I was even willing to get same priced phone or higher so they still make money and they can "fix" my phone and sell as refurbished to some other unlucky customer lol

[vzw_customer_support]

We always want to ensure all our customers have their concerns resolved, csr19us. We don't want you to feel as if you need to look at another carrier. After the software update, are you still having issues with the signal fluctuating? Are all your apps up to date with your phone as well?

NicoleB_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!!

[csr19us]

Well, I'm financially underwater on my V20.. just bought it in January, and

currently still owe more on it than I could currently buy it for new. I had

to have a repair shop replace the screen due to a crack, so it's not under

warranty anymore.

I just applied the latest update that came out a couple days ago. No

improvement.

I've done three factory resets, network resets, worked through the Verizon

troubleshooter twice, and even hooked it up to a USB cable with the

Verizon/LG Windows program to re-flash the phone (which took two hours).

Nothing has resolved this seemingly common issue.

I cannot even use my phone, so why am I paying Verizon for access to a

network that I can't use? T-Mobile will pay me up to $650/line to buy me

out and switch to them. Unless Verizon wants to make this right and earn my

business, I'm not sure I see any rational reason not to jump to TM... just

seems a matter of logic.

Anything you can do?

On Thu, May 4, 2017 at 4:46 PM, vzw_customer_support <

[vzw_customer_support]

csr19us-

I definitely don't want to say goodbye to you. Keeping you a part of the Verizon family in a reliable phone is my priority. I sent you a private message so we can work together on this. Please respond to them there to continue. Thank you!

EricaC_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!!

[vzw_customer_support]

Csr19us, we definitely value your business and don't want you to continue having these issues with your phone. The reason we are unable to replace the phone using the warranty is because our technicians won't be able to distinguish a manufacturer's defect from possible internal damage caused during the screen replacement. Do you have an alternate device to use for right now?

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!

[csr19us]

I understand why it's not a warranty deal, as I'm in an I.T. tech support profession, myself.

But from my research and my own experience with the chain of events with this phone, it's either a hardware defect (prevalent enough in the customer base for LG to be very concerned about), or a software bug introduced with one of Verizon's OTA updates.

So, it would objectively and logically seem that either Verizon and/or LG should be involved with the fix at least on some level.

I am currently in the middle of a move, and all our stuff is in storage until the end of June, so I have no alternative device. That is another reason why this is so inconvenient... try selling a house, building a new one, and coordinating moving, utilities transfers, etc. all without a reliable phone number.