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Verizon closes ticket instead of resolving the issue
brad2020
Member

I have opened 4 tickets over the last 4+ weeks to resolve an intermittent hotspot problem. Every tech support person is unable to figure it out and they escalate a ticket to engineering. Engineering does little to nothing, does not find root cause, and closes the ticket. Is there any way to contact anyone at Verizon that can understand a problem and take ownership of it the issue?

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Re: Verizon closes ticket instead of resolving the issue
Salisbury
Sr. Member

   Brad, there are three things involved here. Verizon signal, iPhone, and the laptop. I'd rule out a problem with Verizon their signal is getting there, the Android is picking it up. The iPhone has been exchanged twice so the probability there is slim. If it were me I'd at least look into the laptop.

  iTunes software is essential with the iPhone. On Jan.19, 2016 Apple released iOS 9.2.1 it was discovered that there were a few problems with it. So Apple re issued iOS 9.2.1 just this past week with some improvements. The only way you can install this new release is through iTunes with the iPhone plugged into the computer. Also it is well worth running the iPhone Diagnostics with iTunes. So it would be a good idea to install the latest version of iTunes from the Apple website, only.

  Device Manager > Portable Devices - does the iPhone show up in there?

  Device Manager > Universal Serial Bus controllers - have you tried updating the driver for - USB Mass Storage Device.

  In Computer Management > Services - have you looked into - Apple Mobile Device Service?

  Firewall settings can be complicated have you tried disabling the Firewall? It could be kicking the connection out.

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Re: Verizon closes ticket instead of resolving the issue
Salisbury
Sr. Member

   Brad2020, wireless Wi-Fi is one of the most difficult things to resolve, interference can come from anywhere.

Even the US Military and Nasa have had problems where they weren't sure why. I have a friend that is a pilot and has had trouble with GPS navigation, could be lightening & static electricity in the atmosphere. At home people have found Christmas lights were actually the cause. So I wouldn't hold Verizon very accountable.

  Your best bet would be posting in a community forum where many people view a problem issue. With many people looking at it there's a better chance to get some good ideas, and perhaps someone had the same issue and resolved it. It could be as simple as a setting or something far more difficult.

  But if you do post be specific in the exact nature of the problem. This could be an interesting topic to try and resolve.

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Re: Verizon closes ticket instead of resolving the issue
brad2020
Member

Thank you for the reply.

It’s not the general public’s job to resolve technical issues that are failing within the Verizon network. That is verizon’s job. I have been troubleshooting this with Apple support and have ruled out all settings issues, configuration, and hardware. Additionally, 3 different Verizon techs and 1 verizon network engineer have admitted the problem is internal to their network, but they were unable to identify root cause. They then transfer the ticket and the next group simply closes it, losing all the historical information. The other tickets were escalated, maybe reviewed, and simply closed. No follow up. No proper troubleshooting. Just close it.

So my question is not asking how to solve a technical issue on my phone, which can’t be answered here, but to find out if there is any verizon group or customer rep that can actually take ownership and drive the problem to resolution at Verizon. I suspect not, but am stuck with this bizarre networking issue internal to Verizon and have 22 months and 3 weeks left on my contract.

Re: Verizon closes ticket instead of resolving the issue
Tidbits
Sr. Leader

Exactly what probably are you having? IPhone or iPad? You using their hotspot or a mifi hotspot?

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Re: Verizon closes ticket instead of resolving the issue
mama23dogs

Brad2020

IF you aren't looking for suggestions, why post here?

THis is forum is for customers to help each other.  A clear description might ring a bell with another customer who resolved the same problem.

we also might have a suggestion no one else tried.  The first one that comes to mind, is if the problem is your account, try the SIM card in another phone.  If another phone can use its hotspot, then it's the phone.

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Re: Verizon closes ticket instead of resolving the issue
brad2020
Member

I was hoping someone would know of a group or technologist at verizon that takes ownership of problem cases. Some support groups have such things and since this group has people that have probably got lots of experience with verizon, I was hoping someone would let me know who that contact person is.

Here is what is happening:

I have 2 laptops, windows 8.1 and macbook pro. Both of these can join any wireless 802.11xx network without issue. Both were able to run on my android's hotspot over the last few years without any issues. Both are set for dynamic assignment of IP addressing, DNS, gateway, net mask.

iPhone 6 - from day 1, the iPhone has intermittently failed to run as a hotspot. Either computer will connect and 2 out of 3 times roughly, the connection to the internet will not work. At that point, I can connect either or both to other wireless networks without changing anything. At that point, the iPhone can go browse a web site on its own. The iPhone has bluetooth off, wireless ON but never had it connected to anything.

The failure is seen as if you were connected via ethernet and pulled the cable out. If you do so, and ping www.google.com, the terminal session will say that it is not reachable. If you load a web page, it will timeout and turn grey and so dans lookup failed. Usually when it fails, it fails for the day and does not succeed that day. The next day it may or may not succeed. Rebooting any / all devices does not change the outcome of either success or failure hotspot sessions.

Apple support has replaced the phone twice, and they can’t find anything wrong with any of the phones so they have decided Verizon routing is the problem.

Verizon has "rebuilt my line" whatever that entails, and reset account, and so forth, anything new that tech support can think of to try.

I drive all over the state for work. The problem both fails and succeeds in different parts of the state. It is not related to signal strength, 2 bars may work, 5 bars may fail.

At different times I have changed the name of the hotspot connection, and then managed to get connected to internet via hotspot. When it failed again, I changed password, network settings, etc. Again, this is 4 1/2 weeks of intermittent failures, and I use it for my job, so when at a remote site with no internet I am royally screwed, so have tried many different variations.

The phones have been built as new, been restored via iTunes, and been replaced brand new twice. iOS 9.2.1(13D2) Carrier is listed as Verizon 23.2.

Last night I had a network engineer at Verizon that called me while the hotspot was not routing to the internet. He had a sniffer. He could see the failed packets but could not look inside them, that is another group. He transferred the ticket to them, and they simply closed it instead of looking into it.  I have had other techs at verizon looking at the connection and seeing an issue but not knowing what it was.

I don't have an alternate phone to test the sim card with, but I also have another new sim card en route from verizon.

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Re: Verizon closes ticket instead of resolving the issue
Tidbits
Sr. Leader

Walk into a Verizon store and ask to swap your sim in with a demo device to test tethering as you are having trouble to see if it is in fact a Verizon issue.

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Re: Verizon closes ticket instead of resolving the issue
brad2020
Member

It is intermittent...when I tried that it at the store it worked that time. I am going to be in an office tomorrow and will try to swap phones with a coworker for a few hours and see if it succeeds and stays able to route or if it may fail after a while.

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Re: Verizon closes ticket instead of resolving the issue
Tidbits
Sr. Leader

When you got your replacement phones were you using a backup? Have you tried without using a backup?

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Re: Verizon closes ticket instead of resolving the issue
Salisbury
Sr. Member

   Brad, so you're basically trying to use the iPhone as a tethering hot spot for the Windows laptop. I noticed in your post where you mention. The failure is seen as if you were connected via Ethernet and the cable pulled out. Can we take a look into the Windows computer to see if the Windows computer is configured to accept the signal?

  Go into the Device Manager to Network Adapters. You should have two, one for Ethernet and another for Wireless Module. The wireless will show as manufacturers name 802.11 Dualband Wireless Network Module, or something like that.

  Right click on it and go to Properties, what is showing in Device status? From the top menu click on Driver, in the lower left column, is it showing as Enabled? If it's Disabled of course it would have to be Enabled. But if it is already Enabled. Check the Driver Date: and Driver Version: and check if there's an updated driver version.

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