Poor network connection

[Mmoloney]

I just upgraded to the same edge plus and I am very disappointed in the network reception. With my s5 i had 4g everywhere and my wireless connections were strong and stable. With the s 6 edge plus, there are places that I have no signal at all and streaming content is constantly buffering. A reboot helps sometimes, but it is still less than I had with the s5. If there isn't a solution I will take the phone back.

[vzw_customer_support]

Mmoloney I want you to love that amazing new phone. Lets look into this. Are you using the same SIM card that was in your previous phone? How long have you had the new phone? What is your network mode set as http://spr.ly/6582BH4Or ?
BryanS_VZW
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[Mmoloney]

I have had it 4 days. It is set for global.

[vzw_customer_support]

I appreciate your cooperation so far. Lets change that setting to see if there is any improvement. Can you turn off HD voice to see if there is any improvement?
BryanS_VZW
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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!!

[Mmoloney]

I don't think I have that.  I looked under advanced calling in the settings and it says to upgrade to HD voice and Video calling, so that tells me I am not using HD voice.

[Mmoloney]

I also went to the Verizon store and they swapped the SIM card, but that didn't help either.

[Mmoloney]

I have noticed that when I get a call, the network connection goes to 1x and then goes back up to 3g or 4g when I end the call.

[Snn5]

Mmoloney wrote:

I have noticed that when I get a call, the network connection goes to 1x and then goes back up to 3g or 4g when I end the call.

That's because, without AC enabled, you can only be on voice OR data, not both at the same time.  When you make a call, 1X is used, 4G when off a call.

[Mmoloney]

That seems like a step back. Without AC I can't look something up online when I am on the phone with someone? Now they are telling me that my network connection problems can be caused by AC?  If they don't get this resolved by the weekend, I am taking the phone back. I am still within my 14 day grace period.

[vzw_customer_support]

Mark, thank you for working with us to resolve this for you. How long has this been happening? What kind of phone do you have? Make and model? Did you put a brand new sim in the phone when you changed it? Let us dig deeper to find out what is happening.
CheriS_VZW
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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]

Not getting a stable connection after replacing the SIM is concerning, Mmoloney. Let's keep digging into this. Does anyone else have the same issue in your area? What zip code are you in?

LynnE_VZW
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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!!

[Mmoloney]

I don't know of anyone else that has the s6 edge+. I am in 32922. This has been happening since I got the phone 9 days ago. I had the galaxy s5. Yes, they put a new sim card in this phone when i got it, and they replaced it once to see if that would effect the reception. It did not.

[vzw_customer_support]

I appreciate this information, Mmoloney. This area is within coverage. I want to find out why you are experiencing a difference after upgrading. Are you experiencing connection issues in multiple locations within this area? Can you please go to Settings>Mobile Networks>Signal Strength. What displays here?

AndreaS_VZW
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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!!

[Mmoloney]

This happens all over the area.  Right now the signal strength is -118dBm 22asu, but that is right here, right now where I have 4g, but as soon as I leave here and drive home it will be different.

[Ann154]

The cellular network type should be set to LTE/CDMA mode and not Global mode.

[Mmoloney]

switching to LTE/CDMA didn't help.

[Snn5]

You might try AC enabled just to try, since it is an easy step to take.  If that doesn't improve your signal, and it may not given how it has been an issue for a lot of users, you might want to take back the phone and try something else.

[Mmoloney]

I am not using the same sim card.

[Mmoloney]

It is not the same sim card. I have had it 4 days and the mode is global.

On Aug 29, 2015 11:45 AM, "Verizon Wireless Customer Support" <

[Mmoloney]

I have decided to take the phone back. Nobody has a solution.  I went back after having the phone for 10 days and they said that the computer shows that the phone is still sitting in the warehouse, so they can't take it back until this gets fixed. That was 2 weeks ago and I am still waiting. This has got to be the worst upgrade I have ever done with Verizon.  I am not happy.