Samsung Galaxy note 3 no service?

[Smhawkins]

I have just got the N3 on the 10th, i pre-ordered it from best buy. I have spent over 8 hours with best buy and Verizon trying to get my service to work everywhere. we have changed the phone and the sims card more than 3 times. No luck, Verizon is now investigating to see what the issue is. anyone else having this problem? i think i should just switch services since Verizon doesn't seem to care about their customers.

[budone]

I have to ask, why are all the CSR's acting so clueless. ...... and I do

know the answer. ......

On Jul 10, 2014 4:58 PM, "Verizon Wireless Customer Support" <

[svan1]

Hi Support Team:

Unfortunately my device has had some water damage, however, this was after I started experiencing the service issues. The service issues started pretty closely after the last software update, KitKat. I spilled some water on my counter and accidentally laid my phone it in, which did not affect the phone at all but unfortunately turned the "water damage" stickers pink. Again, this was recently and far after the service issues started. There are records of me calling into the call center reporting the issue as well as going to the local store to report the issue.

I will be happy to go get a new SIM card, but quite honestly I doubt this will solve the issue. It sounds like there are numerous other people who have gone through these identical steps to no avail. I wish you all would provide an option for customers given this seems to be a known issue. Seems like Verizon could be opening themselves to a greater liability here if this issue persists. But anyhow, I do appreciate the relative responsiveness as I know it is not the front line associates that are the problem. Thank you for your time!

[Ann154]

If you want to get a replacement for the malfunctioning phone, you will have to go through insurance and not warranty since the water damage stickers have been triggered.

[svan1]

At this point I have decided to cancel my service. I figure its $350 to cancel, however I get $10 off for every month of my contract I have completed, which should bring me down to about $250. I feel sick to my stomach at paying anything additional, but I won't continue to pay for a service ($100 a month), where I do not get the service I am paying for, doing so would make me even more sick to my stomach. And I am not upgrading my device and paying full price... that is just ridiculous. I cannot fathom how customers could be treated in this way. I would be doing anything I could to make sure my customer sentiment remains high. For a company like Verizon, how costly would it be just to offer a free upgrade to everyone reporting this issue? Seems like a relatively cost effective fix where you come out on the other end with a happy customer. Making your customers make multiple trips to a store to fix this issue is ridiculous. Anyhow, good luck to anyone else having this issue.

[vzw_customer_support]

Thank you very much for reaching out to us today svan1. I definitely understand how important a properly functioning device is. Unfortunately if the device does have water damage the warranty would be voided on the device. The next best recommendation would be to file an insurance claim since the device has been physically damaged. Do you have insurance on the device? Please keep us posted, thanks!

MatthewS_VZW
Follow us on Twitter @VZWSUPPORT

[brewer9]

My note 3 stopped receiving wifi at my house.  Very strange - it has worked fine for 3 months but has now stopped working.   My wife's galaxy s4 works perfectly well.  There is clearly some problem with the note 3 that is being covered up.

[cgates77]

I am having the same problem.  I have always had good service with my Note 3 in my home up until about 2 weeks ago.  Now every time I call or text I have to go outside, walk around and hope that they go through.  I also have called Verizon and was told that there were no problems in my area.  I have also factory reset my phone and that did not help either.  My husband and daughter both have I phones with Verizon and their service is good.  This is my second Note 3 since January.  The first one would not stay connected to WiFi and was replaced under warranty.  I am about ready to SCREAM!!!

[csjack2014]

Verizon,

Stop acting clueless. I reported this issue in a trouble ticket initially stating my signal issues occurred after the kit kat update. You tried to debunk this and stated that due to my dropped calls, you were pursuing a tower issue.

For three weeks,  I was told I would receive updates and never did. Supervisors escalate the ticket because it's what the customer wants to hear. Meanwhile you do absolutely nothing.

While on the phone, my ticket gets closed with the resolution of "spotty coverage area" I have had almost full signal at my location for almost 8 years until the software update in May.

After 7 calls and 8.5 hours between your hold time and getting bounced between agents,  I finally got the agent to admit there is internal document that shows Verizon and Samsung trying to address the issue.

Stop asking people with these similar issues to wipe their phones and requesting zip codes when you know the answer. Maybe if you spent half as much time fixing your software, not filling phones with garbage bloatware, and bashing the other networks, perhaps you would stop looking like fools and thieves.

There are options, and my other AT&T service puts you to shame on coverage.

[harleydavid]

I couldn't have said it better myself! To me it just makes it that much worse when these ridiculous support technicians are still telling folks to reset, wipe phones and change sim cards. The canned responses make we want to hurl!  I realize they are being told what to do after the fact but I'd be a bit more understanding if I was told Verizon and Samsung identified an issue and are working on fixing it.

Like I've said before I'm going to be shopping in a few months!

[NotaMobilePhone]

I agree completely. I am having all the same issues with the same ridiculous advice from technicians both at Verizon and Samsung.  How can we make Verizon and Samsung Listen and do something about the Note 3 reception issue?

[tgtl]

I have also been having the same issues with the horrendous reception on the GN3. I bought mine about 2 weeks after the release, and it started off pretty good, but after one of the updates is when it started getting bad. I also carry a GN2 for work and I can sit and compare the difference in signal strength and it is almost amusing how bad the GN3 is.

I too have contacted VZW about the issue and made a case, of course they came back and said I was in a marginal area so that was the cause. The fact that I have a GN2 and 2 GS4s all on VZW in my home and none of those have the issue is irrelevant. It loses connection indoors and outside, drops calls on a regular basis, but VZW refuses to acknowledge and attempt to fix the issue. The technician told me to call ### after each dropped call, hard to do when there is no service.

They are the largest carrier in the country, if they put their foot down with Samsung and told them to fix the issue if it is on their end, something would be done.

If the issue is not addressed shortly it has pretty much come down to getting a new phone, but it will not be from these crooks. They sell you and then are unwilling to back up the sales and service. I am tired of the poor service and high prices from someone who technically works for me. Apparently VZW and most consumers have forgotten how that relationship SHOULD work. If we all start switching maybe they will remember.

[ghostndragon]

I think it's Verizon, not samsung. It would appear that dropped calls and no service are common on the Verizon network. I'm having the same issue. ..2-3 bars of 4G service, but can't make a call because of no service, but my boyfriend's Note 3 on the AT&T network works just fine in the same place at the same time. I've done everything I've been told to do except factory reset the phone. I don't want to do that and deal with downloading all the apps and losing progress on games unless I'm assured that it will help. Based on others' experience, I'm not confident. I will be switching service when my contact expires unless this is addressed by Verizon. This is the best phone I've ever owned and it's next to useless on the Verizon network. That's not acceptable, especially since it's my home phone and I can't reliably use it at home with mobile service.

[vzw_customer_support]

ghostndragon,

Wow! I'm sorry to hear about the troubles you've been experiencing.  Overall Verizon Wireless has the most reilable network.  However, there can be areas of opportunity or device issues that cause dropped calls.  I would consider completing the factory reset to see if it will improve your service.  If it does not improve, then we can look into exchanging the sim card or the phone itself. 


You can use our Verizon Cloud to back up all of your information before the reset; http://vz.to/1rVG0ux

Here are the reset instructions ; http://vz.to/1mOhgS7

Let us know how it goes!


TrevorC_VZW

Follow us on Twitter @VZWSupport

[tgtl]

I have done a factory reset twice. Still no difference. Honestly, I am tired of hearing excuses and want something done to alleviate the situation. I carry 2 phones at all times, the GN2 and the GN3. The 3 constantly drops connections, today it even dropped GPS about every 10 minutes while driving. This is on a major interstate with no major obstacles.

THERE IS A PROBLEM WITH THESE PHONES JUST STEP UP AND FIX IT.

--- Original Message ---

[ghostndragon]

Verizon Cloud will not back up game progress. That being said, I've

contacted customer service via phone and was told that a phone reset would

not help, as the phone is working just fine (I called from somewhere other

than home). He has escalated the issue and Verizon will look into what

might be interfering with my signal at home. Resetting a phone isn't the

solution to all problems. Sometimes, in fact, the problem is Verizon.

On Tue, Aug 26, 2014 at 2:32 PM, Verizon Wireless Customer Support <

[tgtl]

I think the problem is generally verizon. I am going to visit another provider this weekend, may be time to change. I don't like working with companies that refuse to acknowledge an issue and address it. My customers would fire me if I provided that kind of service.

--- Original Message ---

[theguyinbox]

The problem is the radio build in the kitkat update. You can root your phone and revert back to a previous version of the radios, but that's a pita...if they're not even acknowledging the problem exists then that probably means that an update fix isn't even in the works.

[johnq30]

I am in the same boat. No one knows anything about the problem when you call and spend an hour doing resets. Multiple replacements of sim and phone and now they offered to end my contract early. I just want service I had with a phone they sold me. The radio explanation makes sense to me. 

[ghostndragon]

Following up on this...

It would appear that Verizon has the power to figure out and fix interference, but not the ability to get back to the customer as to the source of the interference as promised.  Further, Verizon managed to fix the lack of voice service temporarily.  Whatever caused my problems is back.  I am dropping calls worse than ever and missing some entirely.  I will be calling Verizon AGAIN.  It would seem that this is a very specific Verizon problem, as my boyfriend's phone, also a Note 3, on the AT&T system works just fine when mine doesn't.  I've tried every fix at my disposal.  I am so fed up with this.

[johnq30]

Ok, this worked for me. I hope it works for you. I got the n3 whenit first came out and had no troubles. In the spring of this year my phone signal became terrible and made the phone a little more than a tablet because i could not use my phone without missing every other word or just dropping calls. Customer service takes forever and got me nowhere. THey sent me new phones and sims and even a network extender and still terrible phone calls. I read on here about the update changing the antena capabilities and basically ruining the phone part of this device. This fit the problem i was having.So i unistalled ant You will find two apps labelled ant in your task manager menu. The menu pops upasking if you want to set it back to the original version. I answered yes. THe problem i ran into was that it would immediately redownload as soon as i turned on my network connection. What i had to do was shut down my internet connection, uninstall both ant programs or reset to factory version, then go in the all programs menu and disable ant. by disabling, i was able to turn on my internet connections and it stopped redownloading. Idid this fix last night and my service is restored. I shut down my extender and although before i make a call it still shows only 2 to three bars at best, but once i begin a call the bars jump up to 4 and five and the call quality is good. the signl is around -75 which is a lot beter than before i uninstalled the ant when the signal averaged about -108. This is great.

THe downsideof this is that i am no programmer and it is hard for me to believe that verizon couldnt figur this out and save us all a lot of grief. I have been paying for service i havent received and it was assimple as uninstalling and shutting down their update for the antenna.  I hope this helps you all