ASUS ZenFone V - Mobile Network Drops Off

[BRAVIT78]

I recently purchased an ASUS ZenFone V.  I have had it for about a week on Thursday (11/30/17).  Over the last several days, I have noticed that the connection to Verizon's mobile network just drops off for no reason.  During this time, the phone says it cannot connect to Verizon's mobile network.  In fact, it seems to happen less than twenty-four (24) hours after the phone is turned on or restarted.  The phone's up time is usually between seventeen (17) and twenty-two (22) hours, then the mobile network just drops off.  Restarting the phone, gets the mobile network back up, but I will only end up having to reboot the phone again almost twenty-four (24) hours later.  Has anyone else run into and/or reported this issue with the ZenFone V?

[JESCLE81]

Thank you so much for posting I have been searching for someone else with this issue!! I purchased the Asus ZenFone V on Saturday the 25th of November Within an hour I was having this same issue. It happened on Sunday and Monday as well. So Monday evening I took it back to the store and they said it must be the Sim card and replaced it free of charge. However on Tuesday it happened again so I went back Tuesday evening and they replaced the entire phone. On Wednesday it happened again so we did a Factory reset to remove all apps that had been downloaded just in case. The issue happened again a couple hours after the reset and again this morning I have no signal. I see it happening more often than once every 24 hours I have had to reset it several times during the day. For me it seems like maybe when it is trying to switch from Wifi it is not able to get the mobile network back. I would love help with this issue if anyone has an answer or idea of what to try next?

Thank you!

[vzw_customer_support]

JESCLE81,

Hearing that you are having some trouble with your new phone is concerning but we are here to help get your phone stable and connected to the network. You mentioned that you notice the issue happening when switching from Wi-Fi back to the mobile network, have you tried staying connected to the mobile network completely without using Wi-Fi at all?

CandiceH_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!!

[Rod456]

I just bought a brand new Zenphone V last Sunday and it has the exact same issue. When going from a Wi-Fi connection back to a non Wi-Fi location to a 4G LTE available location the phone will not switch to LTE without powering off the phone and restarting. I love the phone but not sure I can live with this until Asus/Verizon fixes this with a firmware upgrade. This cannot be a hardware problem.

[CASAVERANO]

Yes, I got two of them, one for my husband, and one for my aunt.  At first

I thought it was operator error.  My aunt was not real familiar with smart

phones, and my husband never really paid much attention to the operation,

as long as he could call & text he was fine.  He complained a lot at first

of getting dropped calls in a 4G area, then it wouldn't transfer from wifi

calling to network, then I finallly tried it, called Verizon tech support

and spent hours on the phone with them.  Just this last weekend I was with

my aunt--and she couldn't get any voicemail, (after I had set it up a

couple of months ago.) So I looked at her phone, and couldn't even get into

settings to fix the problem.  I tried to reset the phone, (nothing.)  I

have been a customer of Verizon for the last 8 years, and have gone through

several Verizon phones, LG, Motorola, HTC, etc. and have never had a

problem with any of  these phones.  This ASUS Zenfone is a complete

disaster, and Verizon won't admit it.  So I feel that Verizon has broken

their contract with me, not the other way around.  I am not going to pay

for a phone that doesn't work PERIOD.  There is definitely something wrong

with this phone, either hardware and or software, yet they're still selling

it and pushing it on their website.  In conclusion, I am going to send my

aunt's Asus Zenphone back to Verizon, and I am switching over to a new

service provider.  If Verizon would have agreed to drop the balance owed on

these 2 pieces of plastic Asus Zenphones, and sent us back 2 working phones I

would have never even considered moving over to a new service proviider.

But they refused to do that.  Now they've lost my business.

​Content modified as required by Verizon Wireless Terms of Service​

[vzw_customer_support]

It definitely important that you have a reliable device that isn’t a chore to keep connected, Rod456. I see that this issue has been lifted up to the developer and they are currently investigating this issue. I appreciate your patience while the developers complete their investigation.

Joseph_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!!

[Rod456]

I exchanged my Zenphone V for a Moto G6 within the 14 day return period. Lost what I paid for the screen protector and $35 return fee, which IMHO Verizon should refund me for a phone that does not work.

But, what I did find that was consistent, when I went into a building that had zero LTE coverage and switched to WiFi inside the building, when walking back outside where the phone was connected to LTE prior to going into the building, it would not reconnect back up to LTE without Restarting the phone. This was very consistent and happened in the exact same spot. Verizon exchanged the SIM card but this did not fix the problem either. So, I just traded for the Moto G6.

I don’t need an expensive phone as my personal phone since I have a company provided iPhone for business, I keep this phone for may personal data. 

I think if Asus and Verizon would dig into this they would find a bug in the phone firmware, I doubt it is a hardware issue.

Verizon, setup up and admit you have a problem and take care of your customers. I would hope you would even refund what I lost o

[sprmankalel]

Is this a Verizon branded phone? Meaning, has Verizon tested it and authorized it for use with their network?

If not, you may not get very far. Verizon certainly won't provide support for it.

[JESCLE81]

This phone is a Verizon Exclusive phone. Seems to me that it should work on their network. I could be wrong about that though.

[sprmankalel]

If you bought it from Verizon then it should work on the network.

Have you contacted them about the issue?

[JESCLE81]

I cannot speak for the original poster of this thread however I did buy it directly from Verizon last Saturday the 25th of November. I went back to the store on Monday the 27th of November and they replaced the SIM card thinking the first was bad. That didn't work so I went back On Tuesday the 28th and they gave me an entirely new phone. It still happened on the 29th so we did a factory reset so we could make sure none of the apps were causing the issue. It is still happening today in fact I have had to restart the phone 3 times in the last hour in order to get service back. If you have any other ideas I would greatly appreciate them!

Thank you!

[sprmankalel]

Is there a network timeout feature that if the phone is inactive it will disconnect?

All of this leads me to believe that there is a setting that does that or there is a software issue and not a hardware issue. The fail rate of these devices is about 1% and it is unlikely that you would receive 2 devices out of the box that are defective. It sounds more likely a software issue.

[JESCLE81]

There is some data saving and battery saving settings but they are all set to allow things to run while it is sleeping. I had a long chat with a Verizon tech and after adjusting some settings, resetting the network (he did on his end) and a second factory reset the problem was still not resolved...they are sending me yet a third phone. I do not believe this will fix the issue but you never know!! I will update you tomorrow once I have my new phone in hand.

Thanks again for all the help

[BRAVIT78]

As JESCLE81, mentioned, it is a Verizon Exclusive phone, so one would think it would work on Verizon's network and "Yes", I did buy it at a Verizon store (not an authorized re-seller).  I did bring the phone back to the Verizon store, and Verizon also tried a different SIM card; it did not fix the problem.  I have not asked Verizon about a replacement phone yet.

sprmankalel, I am also thinking that it might be a software issue.  From my observation, it almost seems like the radio for the mobile network just shuts off; or it goes into a "power saving" mode that it cannot wake up from.  I have also checked all power-related settings, to see if there was any "power saving" features, that were turning off either the mobile radio.  I have also done two factory resets on my phone, making sure to not install any apps afterwords; the mobile network still drops off within the time frame I originally specified.  At this point, my only guess might be that it is something software related.

[sprmankalel]

It sounds definitely software related.

[vzw_customer_support]

BRAVIT78, we always want your device working perfectly. Based upon the troubleshooting steps you have already completed, we would recommend exchanging the device at the original store that it was purchased at due to this defect. This will also allow you to be able to exchange it with a brand new phone instead of a certified like new replacement after the worry free guarantee exchange period expires. It will also ensure the issue is resolved 100 percent (unless there is an external cause outside of the device which can be dealt with as well). How does that sound?

SeanC_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!!

[Rdmeeks3]

I've had the same problem with my Asus Zenphone. The phone keeps dropping the Verizon network usually once per day. I tried a new SIM card and got the same results. The store where I bought it ordered me another phone, but it's a refurb. How can I get a new phone rather than a refurb? I've had the phone less than 2 months.

[PHAROS4EVER]

I have had the same cell service issues on this phone since launch and have replaced it at the Verizon store twice and replaced the sim card twice as well. The phones are not defective....there has been the same problem with your google pixel phones on your cell service as well and I'm wondering if you guys need to give this phone a software update to fix the issue. Just like you did with your pixel phones. I have contacted Asus about this problem, but they told me it is an exclusive phone and no one but you the provider (Verizon) can fix the issue on the phone. I told the representatives at the store of the issue over and over again and they keep telling me we are aware of the issue and a patch is being initiated to fix it, and here we are close to 5 to 6 months since launch and yet you guys haven't provided a single firmware update for this device yet....what is going on???

[BRAVIT78]

SeanC_VZW Yeah, it seems like I will be going back to the Verizon store to get the phone replaced.  Hopefully the replacement phone will fix the problem.

CandiceH_VZW for me, even if I have been only connected to Verizon's mobile network all day (without connecting to Wi-Fi), the mobile network will still drop out and not come back up, until I restart the phone.

JESCLE81 -  Did your third replacement phone finally fix your problem?

[apexi055]

I had a similar problem with my google pixel a few months ago. I replaced the sim card, and the phone did an OTA update on the same day, and things have seemed fine since. I also noticed the phone did a PRL update at that time too.

You can try enabling developer options, and keeping the mobile network active when you're on wifi. I think it shuts off by default on a lot of android phones when you connect to wifi. I forget exactly how to enable developer mode, but google should have the answer. Here's a screenshot from my google pixel. It doesn't sound like that will fix the problem, but it's worth a try.

[JESCLE81]

BRAVIT78 Hello! So I have had my third phone on for over 48 hours and had absolutely no issues what so ever! There have been no drops requiring me to reset the phone at all. The battery is lasting way longer as well so I am thinking it was constantly searching or something was killing the battery before. I have now successfully re-downloaded all of my apps and still have not had any issues. Here are a few things I noticed...not sure if any of it has anything to do with any of it but here it goes..First of all on both of the first two phones the SIM card did not sit well in the tray. We had lots of trouble getting it to stay in the tray long enough to get it inside the phone. On this third phone it popped into the tray and I slid it in without having to hold on to it or to fight it in any way. Also this third one is Certified Like New as opposed to "New" so maybe something is different there? So I am of the opinion that you return your phone and hopefully you will get a good one on your second try!!!!

All the best...Please keep me updated on how it goes for you!

candiceh_vzw​ Thank you for your response! And to answer your question...yes I had tried turning off the Wi-Fi After that post. However, still no luck. But as I stated This third phone has now been on for over 48 hours gone on and off the WiFi and still no issues! Thank you for your help!