AppleCare just called me randomly, saying they basically scour Internet forums for trouble. so I guess they finally saw this thread. they want me to data log with the telephony profile as well.
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Carrier iPhone 7 Plus "No Service" (VZW)
- Thread starter mikes63737
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Here's my saga on this issue:
So yes, replacing the whole phone does nothing. SIM does nothing. This is an issue with Verizon's towers working specifically with the new iPhone, which leads me to believe it's got something to do with the new level of LTE that Apple's new phone supports. FIX IT!!!
- Preordered Matte Black Verizon iPhone 7 128GB
- Received said iPhone, sold old one.
- Started having GPS issues where it would randomly put me 20 miles away from my location, specifically when using CarPlay
- Started having LTE signal drop issues.
- Disabled VoLTE, still had GPS issues.
- Turned off HD Voice at Verizon and turned it back on, reset network settings etc.
- Chatted with Verizon and Apple.
- 9-27: Got a new iPhone 7 at Genius Bar due to the GPS issues being more serious than anybody else's
- New phone corrected random GPS issues until LTE started cutting out (VoLTE was turned on with this new phone).
- Swapped SIM with Verizon - still same issue.
- Turned off VoLTE and it seems to work OK, but I want my voice and data for business calls.
So yes, replacing the whole phone does nothing. SIM does nothing. This is an issue with Verizon's towers working specifically with the new iPhone, which leads me to believe it's got something to do with the new level of LTE that Apple's new phone supports. FIX IT!!!
FYI - here's my Verizon chat with support. They confirmed in writing they're seeing this issue. Sounds like if it's affecting more than just Verizon, maybe it's specific to the CDMA handsets? Who knows.
Stuart : Thank you for contacting the Verizon Wireless Chat Team regarding your device. How can we help you today?
You : Hi! Having issues with VoLTE on iPhone 7
Stuart : I'll be happy to assist with the VOLTE on the phone.
Stuart : May I have your name please?
You : Andrew xxxxxxxxx
You : Preordered Matte Black Verizon iPhone 7 128GB
Received said iPhone, sold old one.
Started having GPS issues where it would randomly put me 20 miles away from my location, specifically when using CarPlay
Started having LTE signal drop issues.
Disabled VoLTE, still had GPS issues.
Turned off HD Voice at Verizon and turned it back on, reset network settings etc.
Chatted with Verizon and Apple.
9-27: Got a new iPhone 7 at Genius Bar due to the GPS issues being more serious than anybody else's
New phone corrected random GPS issues until LTE started cutting out (VoLTE was turned on with this new phone).
Swapped SIM with Verizon - still same issue.
Turned off VoLTE and it seems to work OK, but I want my voice and data for business calls.
You : Thats everything I've gone through on this issue
Stuart : It's a pleasure to chat with you, Andrew. I'm taking a look here now.
You : Here's 36 pages of people with the same issue on MacRumors. There's hundreds of pages on Apple Support Forums and Reddit: https://forums.macrumors.com/threads/iphone-7-plus-no-service-vzw.1997680/page-36
You : I'm just sending a message to make sure this issue is documented from myself as well. This needs to be addressed and fixed between apple and verizon because it's widespread
Stuart : We certainly want to help here with this issue, I'm taking a look now to see what we're showing being reported.
You : Ok thanks
You : Here's another link https://www.macrumors.com/2016/09/29/verizon-iphone-7-connectivity-problems/
Stuart : So we are seeing some reports on this on our side here, so I'm going to get your phone added to that list.
You : Ok great. I'm already on a replacement iPhone 7 from Apple Genius Bar, so that certainly didn't fix it
Stuart : Right, it helps for us to know which IMEIs are affected so we can help establish a pattern, especially if its something in the hardware itself. I appreciate you bringing this to our attention.
You : I have a new IMEI from the replacement phone, not sure if you can see it
You : xxxxxxxxxxxxx
Stuart : Yup, I've got both IMEIs here. I would just keep an eye out and if anything updates on it, we'll reach out here. What's the best email address to reach out at?
You : the one on my account
Stuart : Okay great. Is there anything else I can help with today or any other questions we can address?
You : Nope, thanks again
Stuart : I hope you have a splendid rest of your day, and thanks for being a valued customer and the best part of Verizon Wireless!
Stuart : Thank you for contacting the Verizon Wireless Chat Team regarding your device. How can we help you today?
You : Hi! Having issues with VoLTE on iPhone 7
Stuart : I'll be happy to assist with the VOLTE on the phone.
Stuart : May I have your name please?
You : Andrew xxxxxxxxx
You : Preordered Matte Black Verizon iPhone 7 128GB
Received said iPhone, sold old one.
Started having GPS issues where it would randomly put me 20 miles away from my location, specifically when using CarPlay
Started having LTE signal drop issues.
Disabled VoLTE, still had GPS issues.
Turned off HD Voice at Verizon and turned it back on, reset network settings etc.
Chatted with Verizon and Apple.
9-27: Got a new iPhone 7 at Genius Bar due to the GPS issues being more serious than anybody else's
New phone corrected random GPS issues until LTE started cutting out (VoLTE was turned on with this new phone).
Swapped SIM with Verizon - still same issue.
Turned off VoLTE and it seems to work OK, but I want my voice and data for business calls.
You : Thats everything I've gone through on this issue
Stuart : It's a pleasure to chat with you, Andrew. I'm taking a look here now.
You : Here's 36 pages of people with the same issue on MacRumors. There's hundreds of pages on Apple Support Forums and Reddit: https://forums.macrumors.com/threads/iphone-7-plus-no-service-vzw.1997680/page-36
You : I'm just sending a message to make sure this issue is documented from myself as well. This needs to be addressed and fixed between apple and verizon because it's widespread
Stuart : We certainly want to help here with this issue, I'm taking a look now to see what we're showing being reported.
You : Ok thanks
You : Here's another link https://www.macrumors.com/2016/09/29/verizon-iphone-7-connectivity-problems/
Stuart : So we are seeing some reports on this on our side here, so I'm going to get your phone added to that list.
You : Ok great. I'm already on a replacement iPhone 7 from Apple Genius Bar, so that certainly didn't fix it
Stuart : Right, it helps for us to know which IMEIs are affected so we can help establish a pattern, especially if its something in the hardware itself. I appreciate you bringing this to our attention.
You : I have a new IMEI from the replacement phone, not sure if you can see it
You : xxxxxxxxxxxxx
Stuart : Yup, I've got both IMEIs here. I would just keep an eye out and if anything updates on it, we'll reach out here. What's the best email address to reach out at?
You : the one on my account
Stuart : Okay great. Is there anything else I can help with today or any other questions we can address?
You : Nope, thanks again
Stuart : I hope you have a splendid rest of your day, and thanks for being a valued customer and the best part of Verizon Wireless!
Apples email to me gave a case number, but I don't know if it's a generic case number that anyone can call in and refer to or if it's specifically for my device/account.
I am experiencing the same issues here within the Albuquerque, NM area on T-Mobile's network. My 6S was great, where my iPhone 7 is experiencing all of your same issues you all are seeing.
Here my timeline, and an update from yesterdays Genius bar visit.
9/16 - Bought new iPhone 7 for wife from Verizon. Traded in her iPhone 6. iPhone 7 was activated for my wife line.
That night, I erased my iPhone 6S, and the iPhone 7 via Settings. Swapped SIMs, so then I was using the iPhone 7, she had the 6S. Restored iPhone from backup.
For this first week, loss of service observed 7-10x a day on my iPhone 7. Service was getting stuck in 3G for spans of 5 minutes on the iPhone 7, mostly when traveling around town, but also when leaving from home/office.
9/23 - Updated to iOS 10.02
Issue persisted.
9/24 (AM) - HD Voice fix proposed… my 1st phone was only set for LTE Data, after the “fix” I enabled LTE Voice & Data.
Issue persisted.
9/24 (PM) - Obtained replacement phone from Apple Care. GUI Reset phone, updated to 10.02, then applied iCloud restore.
Issue persisted.
9/26 - Opened ticket with Verizon and Apple. Apple tier 2 wanted to schedule a Genius bar meeting for 9/29.
9/27 - Verizon tier 2 called back and said Verizon and Apple were working together on issue, ticket will remain open and will hear back when resolved.
Still observed issue, getting stuck in 3G for several minutes driving near home. At one point, I had LTE with 2 bars, but when I opened two apps they both reported “Please check your internet connection” and lost my previously entered login information.
9/28 - 9/29 - Drive to/from work has improved, saw loss of service to 3G only twice, compared to release week it was 7-10x a day. Also twice, I saw my phone have complete loss of service and stuck in 3G for a few minutes right after leaving my office or home. Both locations received solid LTE.
9/29 PM - Genius bar meeting
I went to my Genius Bar appointment, spoke with two of their techs. They both told me they (personally) are up to speed with what's in news and the forums, they mentioned macrumors specifically. However, their general message was “were in the same boat”, and waiting for an update, either iOS or Carrier. One tech suggested the 10.02 update included fixes for this specific issue.
The tech asked how I restored and if I used DFU, I told him no. Both were restored from GUI Settings. He said something about the firmware and some identifier (like an IP) would be reset if resetting via DFU mode plugged into iTunes. He explained that the identifier and something in the firmware could get mixed up with the old identifier of the phone, or routed in a way that could cause connection or collision issues. He explained that replacing the phone again could make it even worse, but he was not trying to steer me away from a replacement phone. I’m not doing the tech justice on how we described all of this. But he explained it similar to an IP address, so thats probably why I’m referring to routing/collisions… This made some sense only because I swapped around SIM so many times, but I doubt everyone here has done the same thing, otherwise we would see this same issue every year.
Knowing it was a long shot, I decided to go with another replacement phone. Activated in store, and no loss of LTE on way home from Apple… however my 1st replacement phone did the same thing. Got home and DFU’d and restored to factory. Did not apply iCloud restore.
9/30 - 3G Issue observed once when dropping kids at school, LTE reconnected in less than minute. No loss of service or 3G issue on drive to work. Will update after drive home. **Update, phone went to No Service for 2 minutes, granted it was in an area with poor service where I don't get good reception inside a store but I was outside the entire time. Also LTE was 4 bars at kiddos school where it went 3G this morning.
9/16 - Bought new iPhone 7 for wife from Verizon. Traded in her iPhone 6. iPhone 7 was activated for my wife line.
That night, I erased my iPhone 6S, and the iPhone 7 via Settings. Swapped SIMs, so then I was using the iPhone 7, she had the 6S. Restored iPhone from backup.
For this first week, loss of service observed 7-10x a day on my iPhone 7. Service was getting stuck in 3G for spans of 5 minutes on the iPhone 7, mostly when traveling around town, but also when leaving from home/office.
9/23 - Updated to iOS 10.02
Issue persisted.
9/24 (AM) - HD Voice fix proposed… my 1st phone was only set for LTE Data, after the “fix” I enabled LTE Voice & Data.
Issue persisted.
9/24 (PM) - Obtained replacement phone from Apple Care. GUI Reset phone, updated to 10.02, then applied iCloud restore.
Issue persisted.
9/26 - Opened ticket with Verizon and Apple. Apple tier 2 wanted to schedule a Genius bar meeting for 9/29.
9/27 - Verizon tier 2 called back and said Verizon and Apple were working together on issue, ticket will remain open and will hear back when resolved.
Still observed issue, getting stuck in 3G for several minutes driving near home. At one point, I had LTE with 2 bars, but when I opened two apps they both reported “Please check your internet connection” and lost my previously entered login information.
9/28 - 9/29 - Drive to/from work has improved, saw loss of service to 3G only twice, compared to release week it was 7-10x a day. Also twice, I saw my phone have complete loss of service and stuck in 3G for a few minutes right after leaving my office or home. Both locations received solid LTE.
9/29 PM - Genius bar meeting
I went to my Genius Bar appointment, spoke with two of their techs. They both told me they (personally) are up to speed with what's in news and the forums, they mentioned macrumors specifically. However, their general message was “were in the same boat”, and waiting for an update, either iOS or Carrier. One tech suggested the 10.02 update included fixes for this specific issue.
The tech asked how I restored and if I used DFU, I told him no. Both were restored from GUI Settings. He said something about the firmware and some identifier (like an IP) would be reset if resetting via DFU mode plugged into iTunes. He explained that the identifier and something in the firmware could get mixed up with the old identifier of the phone, or routed in a way that could cause connection or collision issues. He explained that replacing the phone again could make it even worse, but he was not trying to steer me away from a replacement phone. I’m not doing the tech justice on how we described all of this. But he explained it similar to an IP address, so thats probably why I’m referring to routing/collisions… This made some sense only because I swapped around SIM so many times, but I doubt everyone here has done the same thing, otherwise we would see this same issue every year.
Knowing it was a long shot, I decided to go with another replacement phone. Activated in store, and no loss of LTE on way home from Apple… however my 1st replacement phone did the same thing. Got home and DFU’d and restored to factory. Did not apply iCloud restore.
9/30 - 3G Issue observed once when dropping kids at school, LTE reconnected in less than minute. No loss of service or 3G issue on drive to work. Will update after drive home. **Update, phone went to No Service for 2 minutes, granted it was in an area with poor service where I don't get good reception inside a store but I was outside the entire time. Also LTE was 4 bars at kiddos school where it went 3G this morning.
Last edited:
Not sure but they just set my "activation profile" from "multi mode use" to "USA Unlocked (Verizon)"
I then had to restore my phone, again.
Now I have full service including 1X and 3G but my LTE service is back to as crappy as it was before. Besides the terrible activation issue and the lack of 3G and 1X the LTE actually worked better with the wrong "activation profile"
Awesome. I've replaced my phone and carrying a new iPhone 7+. The 7 is sitting on office desk for the moment. It's in time out. 
[doublepost=1475281046][/doublepost]I'm glad we are getting some press for the issue.
Bugs aplenty: iPhone 7 connectivity issues mount as sales continue to swell - Digital Trends
https://apple.news/AFc6xUYx_Rpmy1lZ4_wrH9Q
[doublepost=1475281046][/doublepost]I'm glad we are getting some press for the issue.
Bugs aplenty: iPhone 7 connectivity issues mount as sales continue to swell - Digital Trends
https://apple.news/AFc6xUYx_Rpmy1lZ4_wrH9Q
Awesome. I've replaced my phone and carrying a new iPhone 7+. The 7 is sitting on office desk for the moment. It's in time out.
[doublepost=1475281046][/doublepost]I'm glad we are getting some press for the issue.
Bugs aplenty: iPhone 7 connectivity issues mount as sales continue to swell - Digital Trends
https://apple.news/AFc6xUYx_Rpmy1lZ4_wrH9Q
How'd you mange to get a more expensive phone?
finished logging and gonna send it to apple. I'm unable to get it to drop to no service or 3G, but I do notice my LTE signal is always "low" I can never hit full 5 dots LTE, even when next to a tower. only 3-4 dots max. hopefully theres a reception issue at hand that intertwines with the dropping.
the other day, along the same route home, while running google maps, I was nearly full LTE signal most of my trip, as it should be. today, couldn't see full signal once. its so random.
the other day, along the same route home, while running google maps, I was nearly full LTE signal most of my trip, as it should be. today, couldn't see full signal once. its so random.
you can log all you want, but my guess is you need a personal case number in order to send them back to someone with a report. contact apple support and tell them you want to log a Telephony Profile to troubleshoot the cellular connectivity issues you're having.
Yeah, I installed the profile yesterday when I landed back home in Colorado (I was in Canada all week for meetings where I never experienced any issues while roaming on the Rogers network). And of course, I haven't been able to recreate the problem while using the profile to log my activity. Frustrating. Maybe having the logging enabled somehow prevents the problem from occurring (software can be weird that way)!
Maybe time of day contributes to the issue; tower saturation. When did you land back in CO? Also, where in CO are you doing the test?
