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No service since iOS 9.2 update
waeleldasher
Member

Hi,

I just updated to iOS 9.2 and all was well until a prompt window popped up asking me to reset network settings because of the update. Since then I have no service. I compared my Carrier info to my wife's iPhone 6s Plus (Setting>General>About>Carrier) mine says Verizon 23.1 but hers says 23.0.1. Her phone works fine, but mine doesn't since updating to 23.1

Not sure what to do at this point.

I followed the usual steps:

1. Switch airplane mode on and off = it searches, gives me Verizon for a few seconds then No Service

2. Hold home button and power = it searches, gives me Verizon for a few seconds then No Service

3. Reset Network Settings = same as above

4. Change region (Settings>General>Language & Region)= I changed the region to another, iPhone restarted with No Service, then I changed it back to United States, iPhone restarted and iPhone gives me a screen to connect to iTunes for updates. It did that for 30 minutes while connected to iTunes and a window says "Contacting the iPhone software update server". After 30 minutes the iPhone restarted, with No Service, and my computer still has the same iTunes window saying "Contacting the iPhone software update server".

Last time I couldn't get the iPhone to connect to Verizon cell service, at the Verizon store, they changed the region and changed it back and it solved the problem.

Not sure what to do at this point and I don't want to erase the phone again. I did that last month when I had the same problem and it didn't make a difference. The problem got solved only when I switched regions and switched back.

Ur help is appreciated

Regards

Wael

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Correct Answers
Re: No service since iOS 9.2 update
Powdergiant
Member

So, following up from my post a week ago. After the Carrier Service update to 23.2 on iOS 9.2, LTE seemed to be working correctly. It quickly returned to the normal state of 1x. After rebooting my phone it'll then again reconnect to LTE temporarily, but that only lasts a bit. Putting it in airplane mode and then back doesn't do anything. Resetting network to default didn't work.

This is beyond frustrating, paying for a service that's not usable and broken due to something that's not caused by me. I would understand if I had dropped the phone and it busted, but this is Manufacturer and Service Provider not doing their due diligence with QA and breaking their product. It's been weeks now since I've been able to use my phone and I'm at the stage of actually taking a hammer to it, dropping Apple and Verizon altogether.

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Re: No service since iOS 9.2 update
vzw_customer_support
Customer Support

We want your phone to starting working as it should waeleidasher. Thanks for trying all those  trouble-shooting steps. Have you tried a SIM card replacement at the store?



KinquanaH_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: No service since iOS 9.2 update
waeleldasher
Member

Hi,

Chatted with tech support online earlier and they suggested replacing the SIM card, so I did that a little while ago but still it didn't resolve the problem. It keeps searching network every so often, but no luck. Is there any way to reinstall Verizon 23.0.1? Not sure that would solve it but it did work with that version earlier.

Wael

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Re: No service since iOS 9.2 update
bd94s10
Sr. Member

There isn't a way to go back in terms of carrier settings. The only thing I can think of is to backup your device and then restore to default factory. Setup the device as new and before you restore from backup see if it works. If it doesn't and your within the 1-yr warranty schedule an appt with Apple via the Apple Store app or online: Genius Bar - Apple Store - Apple

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Re: No service since iOS 9.2 update
TucsonDon
Member

I have experienced the same exact scenario, to include the upgrade to Carrier Verizon 23.1  

I'm of the opinion that the Carrier Settings upgrade was the culprit, as others I work with have upgraded their identical iPhones to iOS 9.2, and are not experiencing this problem - they haven't done the Carrier upgrade. I notice that "No Service" happens when I switch to Airplane Mode. When I try to reconnect, the phone searches, and fails, displaying the "No Service" message. My work-around was to go into Settings/Cellular/, and enable LTE. The network is quickly discovered. I then switch off LTE and it falls back to 3G. Voice service is restored. I've also noticed that turning on Voice Roaming (I leave it off normally as I live 60 miles from Mexico) will cause the phone to connect. I'm just not sure what network I'm getting, so I don't use that.

Pretty sure the carrier settings upgrade caused this issue. Good luck to us all!

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Re: No service since iOS 9.2 update
helloheather
Member

I'm having this issue as well but only at work.  My building has a 3G cell booster, but I have to go outside to make phone calls, send a text, connect to email, or other apps requiring data.  I did not have the problem before the 9.2 update.

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Re: No service since iOS 9.2 update
helloheather
Member

a co-worker who has the 6plus operating on the 9.2 is also having the same issue.  Other verizon users in the buolding have no problem but they are using older phones 4s, 5s, etc.

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Re: No service since iOS 9.2 update
vzw_customer_support
Customer Support

With the network extender this is designed to boost the inside coverage, we would like to learn more, Helloheather. What type of device are you using specifically (make/model)? When did you first notice this issue? Can you provide us with the zip code that you are located in while at work?


ChrisM_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: No service since iOS 9.2 update
waeleldasher
Member

Just an update for everyone.

I continued troubleshooting with Verizon tech support and then had to get Apple tech support. It seems the update affected the CDMA part of my phone. Since Verizon uses CDMA for the voice and LTE for data, the phone is unable to register the device with the network, now that it has a new SIM and was erased clean.

So today, the LTE part if working fine on the phone but no bars for the CDMA part. I can surf the net, get iMessage and FaceTime, go on Maps, but no calling.

I have an appointment this afternoon with Apple Genius Bar to see what the recourse is. They might replace the phone since it's just 6 months old.

I'll keep you posted.

Wael

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Re: No service since iOS 9.2 update
waeleldasher
Member

I have an update after my appointment at the genius bar at Apple.

The short version is the problem is still not resolved. Apple has done the same things I did and was advised by Verizon, all the usual steps.

1. Hard restart, no service

2. Reset Networks, no service

3. Erase phone, no service

4. Set up as new phone, no service

5. Remove my SIM and install it in Employee's iPhone 5s, worked fine Verizon LTE

6. Replace the phone...yes replace it with new iPhone 6; no service

7. Replace SIM, no service

8. Place SIM in employee's iPhone 5s, Verizon LTE and registered the new SIM

9. Place SIM back in new iPhone 6, No Service

10. Place Apple employee's Verizon SIM in new iPhone 6, No Service.

It's just bizarre. In addition to the above, we did all that while talking to Verizon tech support. At first I thought it was my phone was the problem, so it would make sense that when Apple replaces the phone, it should be fine. But the problem is the same with the new iPhone 6.

Even though I just replaced the SIM 2 days ago, Verizon tech thought we should try another new SIM, but that didn't solve it either.

Apple escalated the issue to their engineering and hope to hear from them in the next 24-48 hours. Has this happened before with Unlocked no SIM iPhone 6?

The phone is compatible with Verizon Wireless when we ran the IMEI number on their site. Now, if I take my SIM and plug it into my wife's iPhone 6s Plus (also unlocked, No SIM iPhone), my SIM works. There has to be an issue on Verizon's network with unlocked iPhone 6.

Not sure how I can get help at this point other than to wait for Apple to call me back. I hope in the meantime, Verizon looks into Carrier update 23.1 to see what's the problem because since that downloaded, my problems began.

Regards

Wael

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