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How do I stop a loss of cellular service on my commute to work?
vsgrd
Member

My husband and I are both experiencing loss of cellular service on our commute to work. We  live in Idaho, and work in Jackson, Wy and travel over a large pass. This did not start happening until about 8 months ago. before that there was no problem.

several months ago, we noticed my husbands phone (Samsung Galaxy 5) was loosing its connection to the cell service, and not regaining it, going to searching for service and killing the battery.

We took his phone to the local Verizon store, the changed the sims. no improvement. they did a factor reset, no change. the got him a different phone, if anything the problem is worse. His phone looses signal every day going and coming from work.

I am working in Jackson now, and I have the problem also about half the time. it is a random occurrence for me, but is getting worse.

He currently has a work order open on this issue, but the last text we got from the help person was in Arabic., not much help to us, they also could not find Jackson WY on a map.

This is highly annoying as he needs his phone for work to talk with his boss.

If we toggle airplane mode, the phones will come back on, but the point is we did not have to do this before. we have 1 year left on our contract, so our phones are out of warranty, We pay well over $100 a month for service that is unreliable at best.

Some answers please.

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Re: loss of cellular service on commute to work, searching for service issues.
Ann154
Expert
Expert

A Verizon Wireless phone should not be set to Global. It works best on the LTE/CDMA mode as it would look for the towers broadcasting CDMA & LTE frequencies first . Change it and see if it helps.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: loss of cellular service on commute to work, searching for service issues.
Ann154
Expert
Expert

What is the network mode setting on your phones? LTE/CDMA mode or Global? Do you have the Advanced Calling feature enabled on your lines and phones? If so, try turning it off on the phones to see if there is a an improvement.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: loss of cellular service on commute to work, searching for service issues.
vzw_customer_support
Customer Support

We are appreciative of all that's been completed thus far, vsgrd. Having that report submitted  is certainly the right prescription towards getting answers. It appears that we've veered off course with that Arabic text. How long has it been since the work order was submitted?
DavidH_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!!

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Re: loss of cellular service on commute to work, searching for service issues.
vsgrd
Member

both phones are  on global,advanced calling is off

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Re: loss of cellular service on commute to work, searching for service issues.
vsgrd
Member

the ticket was opened Saturday

I have switched m phone to LTE/CDMA will see what it does today

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Re: loss of cellular service on commute to work, searching for service issues.
Ann154
Expert
Expert

A Verizon Wireless phone should not be set to Global. It works best on the LTE/CDMA mode as it would look for the towers broadcasting CDMA & LTE frequencies first . Change it and see if it helps.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

Re: loss of cellular service on commute to work, searching for service issues.
DigitalRules
Sr. Member

Yes, Ann is right. I have seen better LTE reception at times when the phone is set to LTE/CDMA.

I would suggest trying Advanced LTE Calling & see if it helps. Most coverage maps show a bit more thorough coverage when using the feature, but YMMV. I have only noticed issues with Advanced Calling when indoors (people can't hear me), but has worked flawlessly when outside.

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Re: loss of cellular service on commute to work, searching for service issues.
vsgrd
Member

Our local Bullfrog/Verizon sore told us to be on Global. Go figure. I put my phone on LTE/CDMA this morning, and half way over the pass it asked me if I wanted to switch back to global.

I left my husband's phone on LTE this morning and he seems to be doing good with it, but he is at home today.

I will keep mine on LTE for now and see if it gets lost going home.

Thanks everyone for your help so far and we will keep  working on it till we figure it out or shoot the phones.

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Re: loss of cellular service on commute to work, searching for service issues.
Ann154
Expert
Expert

You are driving through a pass which usually means a mountainous area. Completely covering such a area is challenging on a good day. From the coverage map, it appears the signal isn't everywhere. Whether or not another carrier covers more, I don't know.

Screenshot_20160325-160925.png

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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