Note 3 Poor Service

Good day, Tumminello! Dropped calls aren't expected to be a part of any Verizon Wireless customer's experience. You're asking some good questions about why this has been happening. I can say that I highly doubt this is a problem with your Note 3. The best way to confirm that is by using the device outside of your normal area to see if the situation is the same. If it is, then there my be a problem with the device.

Speaking of your area, what zip code are you in? Do you find that service becomes particularly challenging in specific spots (such as home or office)?

DionM_VZW

Follow us on Twitter www.twitter.com/vzwsupport

KPrevite

I posted yesterday that this is unacceptable. People have paid good money for this supposedly top of the line phone. I'm on my second Note 3 and it is doing the same thing. No signal, no service and I have have tested in all areas with others who are getting reception just fine. I'm in Downtown LA, this is unbelievable. It is obviously a huge problem with the device. What is your solution Verizon???

rwkhaus

I too have reported it to many different Verizon CS outlets. All were just going in one ear and out the other.

I bought my Note 3 on opening day and to this day its not usable in my office in Anaheim Ca. My S3 was fine. my 7.1 tablet on Verizon gets good reception.

My Note 3 Suck at reception...

Tumminello

My zip is 48116. My reception is terrible at work i go between 1bar and no signal. At home I got between 1 and 2 bars and occasionally get zero service. This is highly frustrating. I ported over from a competitor and paid good money for my handset and I'm already having issues.

Rwkhaus,

Lets get to the bottom of this issue with your Note 3 so you can love your phone, even at work! It's strange to hear that your S3 had no issues and your Note 3 is. Have you had the SIM card replaced?

SarahO_VZW

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Basicallyevolve

I also have Issues with Verizon's service as of late.

I have a Note 3 and my GF has a GS4 and we both have horrible service. It has gotten to the point that i can no longer make calls from specific locations in the building I work in which has become very problematic for me. I am now forced to go down the elevator and go out of the building to make phone calls as i cannot make them from my suite.

I also am in the LA area ( Glendale / Tujunga ) for work and home and i must say that I am very tired of this. Why should i pay a premium for cell phone service when my coworkers who have Tmobile have amazing service and no dropped calls like me. I have experienced so many dropped calls in the past month to the point that I am ready to throw my phone against a wall and move to Tmobile or AT&T. I am paying 100$ over what an AT&T or Tmobile customer would pay in a month and receiving crap for service and getting less data.

I think This will be my last Verizon Phone and that it is time to move to another carrier as I am not receiving anything extra for paying extra every month.

IT seems everyone in the LA Area is having issues as most of us reporting the issues live near each other.

Tumminello

No, I have the original SIM that came with the Note 3.

Tumminello

Yeah I cant do this anymore - I'm past the point of frustration. I can't even hold a conversation on the phone in the comfort of my own home without losing signal and dropping the call - after losing signal twice we just gave up and said forget it. I need to get a technician out here. What does it take for them to deem service unstable or unusable in my place of residence and is that enough for them to give me the ok to switch providers?

msims898

I am so glad I found this forum. When I first bought my note 3 the service/signal strength was great...within a few weeks I noticed I couldn't make calls or get online n certain areas. I asked tech support and I was told it may be a finger print on the Sim card so they changed it..worked great for a few more days then went back to dropping calls and intermittent signal. I visited tech support again and was told "oh yes that's a problem with the note 3"....really? Thats your answer..thanks for nothing...now in stuck with a phone I can barely use for another 18 months

Hi Basically11!

I can understand the desire to be able to maintain a reliable wireless connection. And I definitely don't want to see you leave us over this.

You mentioned experiencing this problem at work. Can you confirm the billing zip code so that I can check coverage in the area? You also mentioned the problem was mostly indoors. Has it always been this way or did this problem recently start? Please let me know so that I can further assist. Thanks!

AnthonyTa_VZW

Follow us on Twitter @VZWSupport

Tumminello,

Got it! Thanks for the details. You can definitely pick one up at no cost at one of our stores http://vz.to/1hTIGEg . Keep us posted on the phone's functions after SIM card is replaced.

AdaS_VZW

Follow us on Twitter at @VZWSupport

Basicallyevolve

My zip code at home is 91042 and my zip code at work is 91203. This problem of poor service has been this way for over a month. I have had more dropped calls in this time frame than I have ever had in the past 5 years.

I am unable to make phone calls from places I was able to make calls from in the past and have had more and more issues with my data as well. I have to walk out of buildings at my clients locations to make phone calls and sometimes may not get my 3g/ 4g or reception back for 1-2 minutes. My phone will have no data at all which is painful.

I have been in server rooms with my colleagues who have tmobile and Verizon and for some reason I am always the person with the poorest service. I compare to my friends note 3 on the tomobile network all the time and he laughs at how poor my service is. Even my other friend who has a note 3 o. The Verizon network seems to be doing better than me.

It is very frustrating now as I receive more and more voice mails without ever receiving calls. Having to walk out of a building to make calls now when I was able to make calls from the conference room before is very annoying. Again, I will walk out of my building and my phone will take up to 2 minutes to receive service again I try to make calls and receive the.. " no mobile network" error over and over again.

What gives? Obviously I am not the only lyrics one.

KPrevite

OK, so after speaking to Verizon, they shipped me a new SIM card. Remember, this is my second Note 3. The SIM did minimal good. It is now doing the same things as before and as before, seems to just get worse. There is something hardware related to the antenna of the Note 3 that is wrong. Again, this is the top of the line phone and there needs to be a fix or reimbursement.

I understand the importance of ensuring you have reliable service Basically11. Let's get you the service you deserve. I verified there are no reported issues in either areas. Have you had your phone serviced or replaced recently? Can you try resetting your network by removing and resinserting the sim card on your phone. To learn how to do this click, http://vz.to/OhhYMc Then test device. Please keep us updated.

Thank You,

MichelleL_VZW

VZW Support

Follow us on Twitter @VZWSUPPORT

morningforest

I am having the same problem drop calls, unable to get data in places I was before, and now my phone when just setting on desk just turns it self OFF .... and has become hot when just setting at idle . this phone was great for 5 mouths now everything is going bad.. one would think after $700.00 you would not have this problem .. and if you try to get replacement its refreb.

jp0030

I too have the Note 3 and have noticed terrible network coverage. However, this was noticed after the upgrade to kitkat 4.4.2. For some reason, I cannot get a signal beyond -110 to -114 dBm

Ever since the software upgrade, I've noticed numerous dropped calls, missed calls, and delayed text messages.

The worst issue by far is when attempting to make a phone call, and the phone displays 2 bars, I receive a the following message: "Mobile network not available." The only way to recover is to turn airplane mode on and then off, and then I will be able to make a call.

I Then receive the following:

Notification:

Network does not provide date and time information. Go to date and time settings to set manually.

I've tried a factory reset, but same mobile network issues.

Unfortunealty I cannot downgrade the OS from 4.4.2 to 4.3

kemjus

My Note 3 went from having service to dropping calls all the time too starting in mid march.

I have trouble with my note 3 too. My zip code is 44663. I have no problem at all. My summer house zip is 44675. I had iPhone before which I had no trouble at both locations. I switched to Note3 last Fall. This is the first week we stayed at my Summer place and realized I had very poor signals at this locations. I highly doubt there's anything wrong with SIM card since I have good signals at my other house. The rest of my families all have iPhones. Nobody has trouble at all. I'm so frustrated!

spxps

Similar issue here, occurring in Phoenix, LA, and SF bay area. Bought device when it first came out last October. Since most recent update in May, signal fluctuates between 1-2 bars of 3g to 1x or no signal at all. Frequent dropped calls, pended text messages, inaccurate GPS positioning, no network connection error messages. Went to local Verizon store today and swapped SIM card, but no improvement. No improvement in signal with factory reset or safe mode.

http://www.verizonwireless.com/aboutus/leadership/executive/profiles/john-bianchi.html

LilyOhio,

I don't want you frustrated. Let's look further into this! Have you tried powering the device off and removing/inserting the sim card while you are at the summer home location? If not, please do so and share. Thank you.

TominqueBo_VZW

Follow us on Twitter @VZWSupport

ghoststory

Verizon

You have a serious safety issue at hand right now for all of us Note 3 users who upgraded to KitKat.

Without the ability to actually reach your network, lives are at stake.

Someone better get this moving.

I'm going to email the VP of your Customer Service group and demand for serious action.

ghoststory

For those who want to write to Mr. Bianchi, as well, here is his profile page that has a link to email him:

Yes, I did. Nothing helped at all. Like I mentioned before, I had no problem at my other location. We have 3 iPhones in the family (4s, 5, 5s), none has trouble at the Summer house.

rollins1983

I have a note 3 as well and the service sucks. I get no service when other phones in my house have service. Has anybody got this issue resolved?

I don't think so.

Yes, I did. Nothing helped or changed at all.

rollins1983, it's important to us that you have service too! Wireless reception can be challenging indoors. However, have you powered your device off/on since having this issue in your residence?

LasinaH_VZW

Follow us on Twitter @VZWSupport

petaholic1

Same here in alabama. Been on the phone back and forth with CS. New SIM card did nothing. Calling CS back. Glad I found this forum.

pagemon

I also had great service when I first got my phone. This spring my phone's reception had dropped off to the point where I went to my local verizon store. They changed my Sim card and told me they knew there was an issue in my area the zip code is 61073. I'm thinking of switching services because I have a small business and I need to know that I will not lose customers because of dropped calls

gcq1w2e3

Mine just stopped getting service 4 days ago, I've gone to the store to see if they could get it fixed, hooked me up with a new sim and sent me on my way telling me to backup and factory reset my phone if the sim didn't work. Still no luck, called warranty today and I'm getting my new one by Thursday. Hopefully it works

Pabuwal

I have definitely seen poor signal issues since Kit Kat. I have poor 4G signal strength and constant switching between 4G, 3G and 1x everywhere. And when I do get 4G with 1-2 bars, its actually similar to 3G speeds.

And since there are 100s of us that have this problem, it's easy to conclude that its the update. However, as long as VZW continues to ask us to do these troubleshooting steps without admitting the problem and giving us an ETA for the fix, we are left with a phone service comparable to TMobile Edge.

harleydavid

Here! Here! I'm one of the thousands tired of listening to this "sorry" online technical support and to be quite frank I'm tired of the carrier. I can't stand being kept in the dark. My note 3 is basically a brick as well after that garbage update in May. I have looked at other carriers as well but it appears to be wide spread. I will take notice of release date fixes per carrier and make my decision on leaving Verizon when my contract is up in November.

Heck I'd even throw in a $100 for one of those hackers to undo kitkat and get me back to JellyBean.

CountriGal

How can i tell if I got the KitKat update? My phone is doing what is stated by the recent posters (as of mid-May) and I want it to go away and return to the previous settings so I can once again have signal in locations I've always had it prior to this latest update. Not sure if it's KitKat or another one.... trying to find out how to tell, and how to get whatever it is undone.

sanders07

Go to settings, then go down to about phone. Scroll down to android version. If it is 4.4.2 it is KitKat.

sanders07

More than likely Verizon will be last to release a fix to us. The issues I read about with other carriers were way back at the beginning of the year and I haven't seen anything recent with those with other carriers. I remember a condo that I had with a rep with the update came out and I asked him why is Verizon last to give out an update. He told me "we like to wait to see if new software is fully compatible before issuing it out." So if Verizon had done research they would have been seen these issues, especially with being the last. And when I contacted Samsung the rep said this is a Verizon issue and that either Verizon did something to the phones or did something to the update. I had tried what the Verizon rep told me and have Samsung push the update to my phone, but it wouldn't work either.

CountriGal

Thank you for the update. I do have the dreaded Kitkat update, and I would love to get rid of it. Come on Verizon.... get us a fix quickly. I've been a long time customer of Verizon but can honestly say that the in-store service I received when purchasing two of these phones last October and now this issue, is really making me wonder about staying a Verizon customer. Honestly, you pushed an update on me that has effectively made my phone useless 90% of my day. Not a happy customer!!!

NotaMobilePhone

I agree. This is a safety issue. I travel alone much of the time and My Note 3 Verizon rarely has service now along a major higher in Northern Michigan. Someone please fix this!

dlgoodsell

I loved this phone with the Verizon network up until a few months ago now I consistently have terrible signal. At work I use to have 4g signal almost through out the building now I have to be in the break room to get any signal. All my coworkers that have company iphones are on Verizon and they have no problem so it must be the note 3 working with the network. Up until the last few months I had never dropped a call with Verizon now it is all the time and I now of 3 spots that if I'm driving and talking I will drop a call. This is unacceptable Verizon it needs to be fixed now.

I'm having the same issues with my Note 3. I can't make phone calls when I am at home. I will get phantom voicemails because when people call me, I have no reception. If a phone call does go through it either drops or the call keeps cutting out. I was hoping Kit Kat was going to help, but the upgrade has made things worse. I still lose my data and phone connection everywhere. I also thought a factory reset would help but just wasted my time. I consistently have -110 or -118 dbm at home, which means no data connection.

What makes the matter worse is my wife has the same black note 3 on Verizon and she has no issues. She will have 4G and I have 3G. She will have 3G and I have nothing. She gets all her calls and I don't get most of mine. I also have reception issues at work.

I'm pretty sure this is an issue with the Verizon note 3's with build dates in 2013.

It's frustrating. And I want to call *611 and talk to a tech but I don't want to jump through hoops and the troubleshooting when I know it's a hardware issue and haven't had the time for a 2 hour call.

hyunjpark, Let's skip the call into technical support! Since you do have something to compare to, what signal does your wife have, when you are at home? Has your phone always been this way? Please follow up with us!

SandyS_VZW

Follow us on Twitter @VZWsupport

I've always had issues with reception where ever I go. But it seems to be getting worse and worse.

Signal side by side (Connected to 3G, rarely get 4G although the Verizon map shows it covered):

Wife's Note 3: -93 to -100dbm. 1 or 2 ASU

My Note 3: -108 to -117dbm. 1 ASU

I realized anytime my phone is above -105dbm I have no data connection.

Also my signal strength seems to bounce around a lot while my wife's phone holds more steady.

Thank you for you help,

James

Right after hitting the submit button I lost 3G and was connected to 1x and then no data (No 1x, 3G or 4G icon).

My wife's phone is still connected to 3G.

I had my SIM card replaced today at the Verizon store and I'm still having the same problem. Low our no signal : (.

Under your battery, do you have a build date of 2013?

My build date says 13.09. So September 2013.

It's definitely one of the earliest ones. So I think it's a hardware issue.

But it seems like Verizon Wireless Customer Support has decided to stop replying after I did what they wanted.

Can someone from Verizon Wireless Customer Support respond? What should I do next? I've done a factory reset, compared my signal with my wife's Note 3, and got a new SIM card. My reception is still bad and I keep dropping calls and data at home. This is definitely a hardware issue.

They don't want to hear from us. We paid our $300+ for the Note 3 less than a year ago and they'd rather tire is out with these bogus fixes until we all decide to let them off the hook by purchasing new phones. They need to take customer service lessons from Nordstroms. But, that would cost them money wouldn't it? Since we know they know there is a problem with these phones, they should acknowledge the problem and send us an OTA update immediately or give us full credit towards the purchase of the Note 4. But, that would cost them money as well. Profit over Good Costumer Service rules at VZW.

@sohappy1 I honestly doubt a OTA would fix our issues. It's a hardware issue but they just like to ignore the fact that a lot of the Note 3's have signal issues.

If you look at this forum for the Note 3, 6 out of 10 forum posts are about bad reception and signal. This should obviously send up red flags but they just reply with canned messages. Verizon Wireless Customer Support Look at any of the other forums (S5, G3, Note 2, etc..). No other community has so many posts about bad reception and signal issues.

My next step is the dreaded trek to the store. I hate going to the store as it takes years to get any done there.

VZW knows, they just don't care!

sohappy1,

I see from previous post that you have already replaced the SIM card and factory reset the device. So sorry that did not do the trick! Looks like we need to do some more advanced troubleshooting. From your home screen, press the menu button in the lower left under the screen and touch “Settings.” In the Settings menu select “More Settings” and then touch “Mobile networks.” Make sure there is a check mark for Mobile data. Under that is “Global Data Roaming Access” touch that and select “Allow access for all trips” for the purpose of troubleshooting. Next select “Network Mode” and ensure it is set to LTE/CDMA.

Next power the device off. Press and hold the Home button (located at the bottom) & Volume Up button (located on the left edge). With the Home and Volume buttons pressed, press and hold the Power button (located on the right edge) until Samsung logo appears then release all keys. In the recovery menu select wipe cache partition. (Utilize the volume buttons to highlight and the Power button to select.) Once completed, Select reboot system now. Once the device powers back on dial #832 to connect to the network. Let us know how the signal is.

BrianP_VZW

Follow Us on Twitter @VZWSupport

Nhyunjpark, Sorry for any delay in response. I see that replacing the SIM card did not resolve the issue. Try this, power the device off. Press and hold the Home button (located at the bottom) & Volume Up button (located on the left edge). With the Home and Volume buttons pressed, press and hold the Power button (located on the right edge) until Samsung logo appears then release all keys. In the recovery menu select wipe cache partition. (Utilize the volume buttons to highlight and the Power button to select.) Once completed, Select reboot system now. Once the device powers back on dial #832 to connect to the network. Let us know how the signal is.

BrianP_VZW

Follow Us on Twitter @VZWSupport

, that does not work!

NotaMobilePhone: Really like your username... It's worth a shot talking to BestBuy (it's a very odd suggestion, but kind of telling. Maybe they can put on a different OS, or change the firmware for the radio)... Was there a fee to do this? If this is going to cost you some money (and it is no matter what you do probably)... if it were me, I'd purchase a new or used phone off eBay with a clean ESN branded for VZW to use as a backup. While I used that, I would turn around and send in my phone to Samsung to have it serviced.

There is probably no "FREE" in your situation, but if you run a business with your phone and you rely on it, you simply must resolve your situation and minimize your losses, even if it's going to cost you. And for you, you should have a backup...

I would document everything I did, from the initial SIM card change, FDR, calls to VZW, Research. call to Samsung, purchase temp phone, cost to send to the OEM... Be documented.

Samsung has to do something for you if it is under Warranty. Is it under Warranty?

Did you purchase the device with a credit card that has a policy of extending warranty by a year? For example, AMEX does this. Your card may also. Possibly a way to get your device replaced with something that works.

NotaMobilePhone

I bought my phone at Costco on a Costco credit card with Costco Square Trade extended warranty in October 2013. It started acting up in May? I called Square Trade first and they told me if it's a mobile network/hardware issue that it was covered under the initial manufacturer warranty and I needed to talk to Verizon. I called Verizon. They had me try several things over the phone then gave up and told me to take it to one of their stores or send it in. I went to my local Verizon store. They did a factory reset. I lost some of my stuff and it did nothing to improve the dropped call issue. I went back to the Verizon store and said enough is enough and requested a new phone with a 2014 build date. They said because I bought the phone at Costco. And that it was still under manufacturer warranty so I should call Samsung and they would exchange my Note 3 for one with a 2014 build date. So I called Samsung and they said they NEVER replace phones. They only repair them if I send it in and it would take at least 2 weeks. I'm not confident they will fix it and don't want to go that long without the phone so that is when they suggested taking it to Best Buy Samsung Experience center and asking them to do a Re-flash. Sigh... I have an old Motorola razor I could use temporarily but the battery life is only about 3 hours between charges. That's why I bought the Note 3 to begin with! I just wondered if anyone had tried the Best Buy route with results or if I should send it to Samsung ? Or start all over at Costco? All I know for sure is Verizon is NO help at all. I really don't have time for any of this. I simply want what I am paying for...a mobile phone that actually works as a mobile phone... not a stationary phone that is simply a brick in my purse when I'm on the go!

http://www.squaretrade.com/smartphone-warranty

I believe, according to the Costco / Square Trade Extended Warranty, you are entitled to receive next-day replacements. Or there is servicing available at a local repair shop or Genius Bar (don't know what that is).

Read your warranty information thoroughly.

Also read Samsung's Warranty thoroughly. You can start here.

http://www.samsung.com/latin_en/consumer/mobile-phones/galaxy-note/galaxy-note/SM-N9000ZWMTPA

https://community.verizonwireless.com/inbox?objectType=2&objectID=1067079

see this:

Yesterday I went into the Verizon store. Told them I'm having issues with reception. Told them about dropped calls/data and within a few minutes she finished ordering another Note 3 for me. I used to dread going to the Verizon store because of long wait times and how everything took forever to take care of.

But they seem to have made the process more efficient. They use iPads to do the customer support.

My advice go to the store. No amount of posting here is going to help. They are just playing games with us.

Basic Script:

I'm having issues with my phone.

Getting dropped calls and data all the time.

Other people around me don't have any issues.

Tried factory reset and changing the SIM. Nothing helps.

What also might help is talking to the manager. When I walked in he was at the front of the store so I explained my issue to him and set me up with another CSR to input my exchange.

Hope this helps.

NotaMobilePhone

I tried all of this and talked to the manager at Verizon and she told me to call Samsung.... Samsung told me to go back to Verizon or go to Best Buy.... and around and around we go. I called SquareTrade again today, which is my insurance company for the phone who originally told me that it was an issue that should be covered under the manufacturers warranty and I should go through Verizon so it did not cost me the deductible. I gave up today... Uncle already... I paid the insurance company the deductible and they are sending me a refurbished Note3 today. I should receive it tomorrow. Hopefully this one will work.

>> Personal information removed to comply with the Verizon Wireless Terms of Service <<

Edited by: Verizon Moderator

genXeration

My girlfriend and I both have Note 3 devices (10/2013 builds). At first, they worked great. Inside of our home we consistently had download speeds of 20 Mbps; however, something happened last March to change this. Presently, we're lucky to get 0.3 Mbps. Call quality has diminished as well and we have both experience dropped calls within our home since March. Since I work from home 75% of the time, this is a huge concern. I just don't understand how I had 4G LTE service one morning and later that evening I could barely get 3G. I have noticed connection issues in many other areas also while using my Note 3. For example, a coworker that sits next to me has an iPhone with Verizon. We can stand side-by-side and my coworker gets 15 Mbps downloads while I am unable to get even 1 Mbps with my Note 3. There is definitely an issue with the Note 3. Verizon keeps telling me that my home is in a marginal coverage area. If so, why do other phones work without an issue in my home? Why did the service work great with my Note 3 until March? I really hope Verizon or Samsung will get to the bottom of this problem. It's frustrating to purchase a premium smart phone and experience these types of connection issues.

I think when they rolled out KK, they enabled the XLTE / Band4 capability of the device, and people are speculating this band does not penetrate buildings as well as the previous band that carried LTE traffic. Supposedly, it also consumes more energy to transmit bits, hence more battery use.

However, in these older Samsung devices, it seems their radios are not playing properly with the operating system.

Hence, people reporting (on another site), the only way they got near to the reception / performance they had before KK, was to get their phone replaced with a device with a newer build / refurb date. With respect to refurb date, it could be Samsung is putting a different low-level software load on these earlier build devices which you and your wife don't have to get the radio to work properly.

It's hard to know. People are just guessing since neither Verizon nor Samsung have been explicit about why some Note3 owners aren't having a problem, while many others are.

genXeration

Thanks for the information, stef7. I actually received a replacement Note 3 today due to the camera LED no longer working on my original. I notice the build date on my replacement phone is 04/2014. Unfortunately, I continue to experience the same connection problems with the replacement phone.

genXeration I'm sure this issue has to be frustrating to say the least. We want to make sure you and your girlfriend has the absolute best service. How long have you had these devices? Have you guys had any trouble shooting done? Have you reset your devices?

VanetrisC_VZW

Follow us on Twitter @VZWSupport

Johnsotl

I feel, although I doubt it will do any good, the need to add my voice to this discussion. I have a note 3, I bought it when they first came out. Initially the phone service seemed ok but soon declined to extremely poor. I went to my Verizon store to ask about it and was told to check the SIM card which we did. They said there was no reason to swap it out. I asked what I could do as the service was the worst phone service of any cell phone I have ever owned. They told me, "nothing, they just have poor service".

I Live in Nashville and get dropped calls in parts of town where I know there is good coverage. I've driven these roads for years talking in the same places without being dropped.

the bottom line is Verizon sold me a phone that is a great computer but has the worst phone service af any phone I have ever used and I've used cell phones since they first came out!

WHen my contract ends I will surely be looking at other phones and another provider.

@Johnsotl,

Having reliable service is definitely important. We appreciate your loyalty and definitely don't want to lose you.

Are you having the call issues while indoors? What's the zip code and 2 major cross street where you are experiencing these problems?

JohnB_VZW

Follow us on Twitter @VZWSupport

tomorrowsman

I am having this same issue on the Note II, the random "network does not provide date and time" error. Has anyone ever found a resolution?