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SGS7 - FIX the WI-FI problem VERIZON!!

Why aren't you putting a WORKING wi-fi fix out for the SGS7 ???? My husband and I just upgraded both of our phones to the Samsung Galaxy S7 plus signed a new 2 yr. agreement and we can't connect to google play to install new apps or to update existing apps without using our data usage plan!! This is unacceptable!! We never had this problem with our past Galaxy Phones! Complaints are pouring in to your forums and across the web about this problem! It doesn't matter if this is a Samsung defect or not! Verizon, you are promoting this phone with your ADVERTISING and BRANDING!! Besides taking a loss on sales for this phone you are bound to lose customers as well!!

If this problem is not addressed before the 14 day return period of our new SGS7's, my husband and I are returning these phones/cancelling our contract and leaving Verizon!

Comments

Verizon_Support

Hi there GuitarMuse.

I definitely understand how concerning this would be, not being able to download or access the PlayStore via Wifi. We certainly wouldn't want to see you go due to this. I want to dig a bit deeper into this with you. I'm going to send you a Private Message. Please respond there and we can continue.

LeonardL_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!

Ann154

There is a update out for the S7 to fix the wifi connection issues. Have you installed it? Samsung Galaxy S7 Software Update | Verizon Wireless

GuitarMuse

Yes! we’ve already applied that update to both of our SGS7’s the very evening we returned home after purchasing them!

This Software update (Software Version: MMB29M.G930VVRU2APB5) was applied to our phones at approximately 6:06 PM on March 26, 2016.

After this software update, we have still not been able to download or update apps from Google Play, using our phones Wi-Fi

GuitarMuse

Hi LeonardL_VZW,

Here is your private message that you emailed me followed by my reply which you never responded to! :

Hi there GuitarMuse.
I want to do everything possible to resolve this with you. I know that I'm big on downloading numerous apps, and it would be a problem for me too, if they couldn't be downloaded via Wifi. What exactly happens when you try to download content or access the PlayStore via Wifi? What do you see exactly?

I have seen a couple of instances of this happening, and a fix, recommended from Samsung so far, has been to actually clear the cache and data for the Play Store. Please try this by going to settings> applications> application manager> choose the Play Store> choose Storage> clear cache> clear data. After you do this, please test it out and let me know what you see and what happens exactly

MY REPLY:

I appreciate your help but no, . . that doesn’t work! I knew it wasn’t working as soon as I got on to google play and the images still took over 1 minute to load! But when only on 4GLTE data, the images on google play load as fast as the app loads. I’ve tried this before from seeing this on other forums. I did however try it again just now (to no avail). I’ve also tried turning Bluetooth on and off, restarting my phone, resetting my phone to factory defaults, shutting down and restarting my my PC as well as, recycling my “Motorola ARRIS SURFboard SB6121 docsis 3.0 modem and my D-Link DIR-825 Xtreme N Dual Band Gigabit Router” (both of which have never caused problems with our previous Verizon mobile phones, nor have they caused any problems concerning wi-fi and/or Lan connections to ANY and ALL devices we own!

Ann154

It might take them a day or two depending on their schedule to respond to Direct Messages.

Pbking316

I have the same problem with both my wifes s7 i got on the 26th and my s7 edge brand new just got the edge today. Both have been updated to the latest update and do not download apps from the play store!

Andy63

Has this been resolved? I can't connect to google play, gmail or YouTube on wiif with my new S7. I just switched from ATT and iPhone to verizon and andriod. I'm not impressEd and I think I made a huge mistake. My son has tmobile and an S6 and has no issues on my wifi. It's got to be a Verizon issue. Please resolve this. I'm draining my data while at home.

spdooley

Have you experienced the issue when logged into a different wifi connection (like at a coffee shop), or is it just on your home router?

Pbking316

It has not been resolved we have the same problem. I'm really [removal required by the Verizon Wireless Terms of Service] about the reported software update fix that didn't fix anything. I have state of the art wifi at home i have 5ghz and 2.4ghz wifi on comcast blast at over 100mbps and my new phones won't work on it. I'm definitely thinking about returning mine.

Pbking316

The only wifi mine works on is comcast xfinity hotspots which require a comcast login. Others have reported using a vpn will let you use your home wifi. Something is wrong with these phones because every other device i have works fine on my wifi.

Verizon_Support

We definitely want to ensure your device is up and running, Andy63! May I ask what software / baseband version you're currently running on the device? ( Settings > About Phone )
YosefTT_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!

spdooley

Not that this will bring you any comfort, but my research is proving this to be a Samsung issue, which means it is affecting all carriers, not just Verizon.

If you are having connectivity issues only at home, I can only think of 3 things you could check.

1. - If you have 2.4G and 5G wfi enabled, they can NOT have the same SSID. This will cause connectivity issues as the phone will have a hard time switching from band to band.

2. - If you have multiple access points in your home, make sure they are all using the same security protocol. (such as WPA2-PSK. otherwise as you switch from AP to AP it will be trying to give the wrong security encryption.

3. - Assign your phone a static IP in the router. You will need to know your phone's MAC address, and then assign it an IP, either pick the top of the assignable IP range, or limit your assignable range, and then give it a low IP that is outside the range.

If it is truly a phone software issue as it seems, the 3rd option is most likely, though not guaranteed to help. Your phone might not be requesting new DHCP lease, which throws it into conflict with another device that has obtained the IP address that was originally assigned to your phone.

Pbking316

I'm not andy63 but have the same issue with my s7 edge and my wifes s7.

baseband version G935VVRU2APB5 My wifes s7 is the same i think but its G930

ScandalousFrog

So same issue here on both my Galaxy S7 Edge as well as my fiances S6 Edge (also Verizon). Have the newest Wi-Fi stability update installed on both our phones. Internet seems to work with everything but Google Apps. Spent a long time on the phone today trying to get the issue fixed, although I have not tried with Verizon yet.

I spent the day trying to get this resolved first with Samsung via chat who had me go through a standard range of tests: reset modem/router, reset phone, clear caches, etc. When that did not fix the issue I was given a ticket and told to talk to their next level of customer support. After that, I called them and they asked me if I was having Wi-Fi issues beyond the Google apps. When I said no, they told me to contact Google.

I then called Google, who walked me through the same steps. They also had me try to fix the issue by disabling the Download Manager, clearing the cache, then disabled the Google play services, and removed my account, re-enabled, and readded the account... still no luck. Was told since they exhausted all their options, they would patch me back to Samsung. Waited roughly twenty minutes on hold, only to hear the transfer line pick up and immediately hang up... pretty awesome.

This is the last attempt I am going to make to hopefully get an answer on how to fix our phones. I suppose this is a problem with having a company make the operating system, a different company make the phone, and another company distribute it. At a loss. Hopefully Verizon can help at this point.

Verizon_Support

We want to ensure this gets resolved. Have you contacted Samsung to see if they can offer additional information?
KleoLL_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!

who-me

I found two fix's for this problem.

First was downloading and using a app called DNSet.

Second was turning off IPv6 on the WAN & LAN side of my firewall.

(Firewall is OPNsence running on a dedicated mini computer)

I have set the phone to only use the 5Ghz WiFi band.

I just got notified of a update for my S7

I will post a update after the phone updates.

who-me

Update:

Updated and turned IPv6 back on, DNSet not running.

For me the latest phone & google updates fixed my play store not downloading problem.

The google update was 'Android System WebView'.

ScandalousFrog

As of this morning, and the first attempt since trying Googles troubleshooting ideas (which I posted about earlier), I am now unable to download from the Play Store even OFF the Wi-Fi. Now I get some error that I did not get before about it not being able to retrieve information. Now I have to sort that out as well. At this rate, with the amount of companies I need to call to get this resolved and all their various techniques (which apparently may make things worse), I fear my phone will be a very expensive brick in no time. It's funny, at first I was only upset at Google, since it was only their apps that weren't working. Now I am starting to be angry with all three companies: Samsung for elevating me to a higher-tier of support who blew me off, Google who has made my phone WORSE with theirs, and Verizon for not helping thus far (will try calling their support today).

Andy63

I'm running Baseband Version: G930VVRU2APB5. I downloaded the DNSset app (with data) at the recommendation of another user, and it allows me to connect to Google Paly Store, Gmail and You Tube on my home wifi. I don't know if this will create issues in other areas and its obviously not the correct fix.

Pbking316

I'm using the app "dns changer" and everything works using that app

GuitarMuse

Hello Everyone!

I started this post a few days ago and I want to first, apologize to Verizon for coming on a bit too strong.

Ok everyone, listen up! I'm going to explain exactly what I did to solve the issue! No need to go over what I've already tried (you guys can scroll back to review all of my posts on this issue). My ISP is Comcast, my modem and router is:

“Motorola ARRIS SURFboard SB6121 docsis 3.0 modem and D-Link DIR-825 Xtreme N Dual Band Gigabit Router” .

After trying everything including the DNSet app and other DNS apps which you all know are only Work-Arounds and not fixes! I also installed the google update (Android System WebView) that app never fixed all the issues either. What I'm about to tell you, I saved as a last resort attempt! I couldn't remember the password i set up on my router more than 5 years ago so I had no choice but to hold a pin into the reset hole in the back for 5-10 seconds until the lights turned off and back on again, resetting the router to factory defaults. I already downloaded the firmware updates from D-Links support site for my router model and had them on my desktop, ready to install. I then proceeded to the URL: 192.168.0.1 logged into D-Link router setup page using the default name/Admin and P.W./admin. I then applied all of the firmware updates one by one until the most recent firmware was applied. I setup my internet/security/wireless connection using the built in wizard. I NEVER touched the IPV6 area of the setup. I then proceeded to save settings, closed the page, shut down my PC, unplugged my router then unplugged my modem and left the router and modem unplugged for about 1 minute. I them plugged the modem in first then the router (giving them time to fully restore and show connection, then I turned on my PC. I immediately checked my PC's browser and ran XFinity's Speed Test. Everything was Golden!!!

Here we go! I crossed my fingers and held my breath while I picked up my Galaxy S7 and turned the mobile data OFF, then turned Wi-Fi ON. I hit the Google Play app, . . . . . . . cue the choir, . . . . .HALLELUJAH!!!!! It worked!!

No more Wi-Fi connection problems PERIOD! Google Play app, YouTube app, Google Crome app, etc. . . . .

I hope this helps! I realize everyone uses different routers but I urge you to check your routers firmware version and update if needed!

Pbking316

I have the same modem on Comcast with a belkin dual band AC WiFi router with the most updated firmware. Every app is

Pbking316

Guess I can't edit that. Every app is updated and still no luck with WiFi unless I use a dns changer app. I'm betting if you come to my home or anyone with a router your phone doesn't like you'll have issues

Andy63

I tried resetting all but still no luck. I should have stayed with an iPhone and ATT as this S7 Galaxy and Verizon customer service is terrible as I see they've stopped responding to the forum. I guess you've got to be a technology expert to resolve this, which I'm not. Appears I bought a [removal required by the Verizon Wireless Terms of Service] phone and a bad service.

Tidbits

All S7's have some sort of WiFi problem. Check the other forums. Most of the time it stems from IPv6. Samsung needs to push an update to correct that issue, and it'll solve it for some people then probably figure out what's wrong.

Sadly Andy63 No carrier tech help will be able to solve all phone problems and can only do basic troubleshooting. Only the manufacturer can actually do more, but they'll readily pass the buck, and people buy into the fact the carrier has something to do with it because of it.

Burni1687

My little sister came to me after going to a Verizon store about her SS7 edge not working on the home network. It would update apps through a public access point say Dunkin donuts, mc'ds, etc. as well as playing music on youtube, pandora.

I myself have to deal with issues like this every day with customers devices.. So I got digging into the actual settings on which her phone locked on to through the wifi. After testing a few suggestions on here I started trouble shooting how I was trained to.

So far for past 3 hours she hasn't had any problems updating apps, playing music etc. The simple fix that worked for her phone was: settings, wifi, wifi connect (network name that you are currently using), edit connection, advanced options, change DHCP to STATIC, DNS 1 (to any public free DNS server, (google's DNS 1: 8.8.8.8) DNS 2 8.8.4.4

Personaly I didn't use google's DNS server because it can get over bloated so I went with another one and so far haven't had any issues.

Guido63

Same problem here but I also have a with Google maps on the WiFi

wheelswagz

Whenever I am not able to connect to Google Play on WiFi, I just close all recent apps, then go back into Google Play and it works fine on WiFi.

Guido63

I keep reading bloglasses about a,software fix. My software shows up to date but it still doesn't work. Verizon can you please help

Verizon_Support

Having no wifi connection is no fun Guido63. How long have you had trouble connecting to your home wifi? Were there any changes around that time to the phone or home wifi?

StevenM_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!

Revans1017

It is a issue with s7 and n wireless networks. If you have a old router on n network then the s7 has issues with play store, facebook and some other programs ond updating

Found this out from a Bestbuy rep. Bought a new netgear dual band router and installed it. Issue fixed. I had a conference call with verizon and samsung. They acted like they never heard of problem until i read some of the posts about issue on net to them. You think they would just tell youvyour router is out dated. But no.

Pbking316

Wrong. S7s don't run on my new AC WiFi or N 2.4ghz. It needs to run on ipv4 which is tech from the 80s. I believe my router is ipv6 always on my end. It has ipv6 to ipv4 tunneling which it says is only for use with isp's that don't support ipv6. S7 still won't work work with that on because it's still ipv6 on my end I believe. Any popular domain nowadays use ipv6 that's why Google youtube Pandora ect. Won't work.

Pbking316

The Google Public DNS IP addresses (IPv4) are as follows:

8.8.8.8

8.8.4.4

Which is what dns apps run.

Everyone using a dns app forces ipv4 and then the s7 will function. I'm no expert but something is wrong with these phones if they need to run on ipv4 which will be obsolete eventually. The only way mine works on my router is to use a dns changer app.

Tidbits

85% of the internet runs still on IPv4 last I remember. Eventually IPv6 will replace it sure, but honestly not any time soon. Yes the problem seems to be IPv6 and it affects All Galaxy S7/Edge devices in one form or another,

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