3G Mobile Hotspot disconnects- Is it just me?

[MhzMonster]

I got my Thunderbolt on launch day and for the first week or so, using the 3G Mobile Hotspot to surf the web on my Netbook when I'm away from home was fantastic! It worked flawlessly without any hiccups or drop outs. Then for the last two weeks it has been constant disconnect/reconnect any time I try and load a page. I can click on a link or refresh a page and watch the notification bar on my phone start to cycle "3G Mobile Hotspot active, 1 connected user" over and over until a page finally loads (or partially loads), or I just get disgusted and give up trying to use it. I'm not near a 4G area, but a solid 3G at work and home.

I have tried just about everything that users said worked for them (most also said the problem return shortly after), including setting the phone to CDMA auto (PRL), did the ##778 and changed my modem settings - Rev.A to Enabled, tried different WiFi encryptions and none at all, two different computers, two different locations (work and home), and even did a factory reset on the phone and tried it before I installed any apps. Ive read that other who have taken their phone to verizon, usually have the same issue with a different phone. I would guess that it's a verizon issue, but I'm surprised there's not a lot more discussions about this on the android and verizon's forums. At least for me, this was a strong point in getting this phone, it's frustrating not to be able to use the feature. Are any other verizon phones having this issue or is it just a Thunderbolt problem?

I guess I am hoping to get a reply with some solid info from verizon about a fix for this or even an acknowledgement of the issue, or possibly a 'My 3G Mobile Hotspot works fine for days, its your phone, get it replaced' or 'hey, just dial ##1337209'er and it will magically work forever' response. But serisouly, any info or suggestions would be greatly appreciated.

 

[Aeryn]

It's definitely not just you.

Among other links:

http://forum.androidcentral.com/htc...t-stay-connected-4g-disconnects-all-time.html
http://community.vzw.com/t5/Thunder...nnects-from-4g-and-Mobile-Hotspot/td-p/477628
http://m.engadget.com/default/artic...hotspot-problems/&category=classic&postPage=1
http://forum.xda-developers.com/showthread.php?t=1024229
http://community.vzw.com/t5/ThunderBolt-by-HTC/Mobile-Hotspot-Keeps-Cutting-Out-3G/td-p/485914

Unfortunately, there are no reports of users or vzw recherche successfully diagnosing and fixing the issue.

 

[FrankXS]

First, I personally believe you are experiencing the "known" data network dropout issue. That said, it looks like you have quite a dilemma on your hands. You've tried all of the customary fixes to no avail. I believe that this issue will, one day, finally, resolve itself. As VZW builds out its 4G network and HTC releases updated OSs.

However, it is possible that the severity of this issue in your case might be due to your device, specifically. So... you might want to try an exchange. I do not recommend that lightly, as I think that most of the time an exchange doesn't fix these issues. However, since none of the customary workarounds seem to have worked for you, why not.

-Frank

 

[MhzMonster]

Well, honestly I am very hesitant to exchange the phone since it is damn near perfect in all other aspects. The screen is straight as well as the earpiece, the colors are accurate, there are no loose or squeeking parts, the power button feels and works good, there is very little light leak around the soft buttons, and I got my carbon fiber phantom skin on absolutley perfect damn it! Heh... If it comes down to it I may take that chance but I'm hoping that they will have it sorted out before May 15th, as I would really hate to pay for a feature that is completely useless.

Sent from my Thunderbolt using Tapatalk

 

[acmorris]

Aeryn get a chance later give me a pm if you can want to ask something about this matter.

 

[MhzMonster]

Well, I have created a small video that clearly shows the problem that I explained above. I'm going to call VZW Customer Service and see what they have to say about the issue once they watch the video. Let me know if this is what some of you are experiencing as well, or if this is something completely different.

VZW Thunderbolt Mobile Hotspot Disconnect Issue (video)

 

[acmorris]

Hey MhzMonster I know mine does that with 4G and 3G, but does your data icon disappear beside the the phone signal bars. The best way describe it is when you lose signal does gps icon move the right and replace your data icon when the 3G/4G icon disappears. Also try playing a long Youtube video and record what happens to see if it is your phone losing the hotspot connection. This is how Aeryn and me know how our connection disappears and to watch our hotspot connection dropout!

 

[MhzMonster]

Hey MhzMonster I know mine does that with 4G and 3G, but does your data icon disappear beside the the phone signal bars. The best way describe it is when you lose signal does gps icon move the right and replace your data icon when the 3G/4G icon disappears. Also try playing a long Youtube video and record what happens to see if it is your phone losing the hotspot connection. This is how Aeryn and me know how our connection disappears and to watch our hotspot connection dropout!

Generally no, the 3G data icon does not disappear. However, it has happened occasionally. And there have been a few different scenarios when it has disappeared. Some times it will just come right back and (may) start working again, other times it has returned and only shows a steady up arrow and cannot browse online, and a few times it just will not come back even after trying the airplane mode/mobile data on off tricks, i either have to reboot and if that doesn't work, do a battery pull and cold boot it. Yeah, I know, this is so damn strange (and frustrating!)

 

[FrankXS]

Well, I have created a small video that clearly shows the problem that I explained above. I'm going to call VZW Customer Service and see what they have to say about the issue once they watch the video. Let me know if this is what some of you are experiencing as well, or if this is something completely different.

VZW Thunderbolt Mobile Hotspot Disconnect Issue (video)

Great job on the Video. Unfortunately, it leaves me clueless (story of my life ). Admittedly, you seem to have all the right icons and symbols and conditions, yet...

The only thing I could think of is a possible conflict between the Mobile Hotspot function and your phones internal email syncing and other programs syncing. I did start another thread on that because this one had taken the "no data to the phone" turn. But after this video that obviously is not the case. You might want to look at that thread. I wonder if those up/dn arrows are from the Mobile Hotspot data or from one of the phone's internal syncing functions.

Tough case...

-Frank

 

[MhzMonster]

I am trying to find a thread that I remember reading a few days ago that some one was having the exact same issue, they rooted the phone with a custom rom and it solved the mobile hotspot issue. If I find the thread again I will updated the post with it. I'm confident that I can root the phone, but not sure about the roms since it's so new. Anyone willing to try it out??

Just because I have not mentioned it before, I will say that the internet connection mode via USB works fine. This proves its not a 3G network connectivity issue, it's only with the mobile hotspot.

 

[acmorris]

Probably using wireless tether instead of the hotspot, but please post would be interested as well.

 

[Aeryn]

I've rooted mine and have experienced a stable connection with Wireless Tether for Root Users. It works well, same throughput but seems to have slightly higher latencies, maybe 10 to 20 me more.

Rooting of course didn't fix the problem with the vzw mobile hotspot. Since I've last tried it though, I've flashed the bamf 4.3b kernel. I'll try it again tonight straight as well as with background updating and auto sync disabled.

 

[FrankXS]

Just because I have not mentioned it before, I will say that the internet connection mode via USB works fine. This proves its not a 3G network connectivity issue, it's only with the mobile hotspot.

Have you tried changing any of the Advanced Mobile Hotstpot Settings? If not, I'd recommend...

Mobile Hotspot | Menu | Advanced | WiFi channel | (try setting a discrete channel).

Mobile Hotspot | Menu | Advanced | Power Mode | (try setting a Always on).

I have found consumer routers that for whatever reason had issues with one WiFi channel but not another. (grabbing at straws here...)

-Frank

 

[Aeryn]

Frank,

In my case I tried changing all the various possible settings. When I first discovered those menus on became very excited because the auto poweroff for the mobile hotspot was set at 10pm minutes, matching up with the average time it took for the problems to start in any given session. I thought switching it to Never may have been the solution to the problem.

But it wasn't...

 

[MhzMonster]

Have you tried changing any of the Advanced Mobile Hotstpot Settings? If not, I'd recommend...

Mobile Hotspot | Menu | Advanced | WiFi channel | (try setting a discrete channel).

Mobile Hotspot | Menu | Advanced | Power Mode | (try setting a Always on).

I have found consumer routers that for whatever reason had issues with one WiFi channel but not another. (grabbing at straws here...)

-Frank

Yep, I've also tried changing those settings and it didn't make a bit of difference in my case. Also have tried enabling Data roaming, Always on mobile data, and tried both Home only and Auto system select options.

 

[Dcpmark#AC]

Turning off wifi encryption and changing my DNS settings to Google DNS on my iPad did wonders for my data connection problems while using the Mobile Hotspot, although admittedly I only had occasional problems to begin with.

 

[MhzMonster]

Well, I have created a small video that clearly shows the problem that I explained above. I'm going to call VZW Customer Service and see what they have to say about the issue once they watch the video. Let me know if this is what some of you are experiencing as well, or if this is something completely different.

VZW Thunderbolt Mobile Hotspot Disconnect Issue (video)

Well, I discussed this issue with 3 different tiers of Verizon support. Each of them claim that this was the first they've heard of this issue, and pretty much walked me through the same steps over and over again (that I've already been through myself)... but I played along since I'm desperate for a resolution. Finally they dumped me over to HTC support which honestly was a joke. The agent really didn't know the device well enough to even ask relevant questions, let alone properly troubleshoot it. Finally, the HTC agent gave up and said "Well, it's a Verizon Network issue, call them back". At that point my day had been wasted and I had to leave for work.

After explaining the issue thoroughly, I offered each of the Verizon agents, and the HTC agent a look at my video that would clearly show the problem to help understand exactly what happens, unfortunately they were not interested in it at all

 

[acmorris]

MhzMonster call global support when you get a rep. tell them all this info you spoke about and directly refer to the post over at community.vzw.board about the 4G lte data drop out. Ask them to attach that post to an email and request them to open a trouble ticket. Tell them that Verizon Technical Repair Bureau is aware of the situation from other complaints. You should get a phone call from an engineer, but after that first call request tell them to run a trace on your data.

Hope this helps and see if you have some luck?!!!

 

[Aeryn]

Just going to add here that since I rooted my phone, I recently tested Frank's theory that background data syncs may be interrupting the phone's default wifi tether. Doesn't seem to be the case... however, testing the default hotspot again tonight confirmed a previous observation of mine.

When I use Wireless Tether for Root Users, things run fine. If I enable the mobile hotspot included with the phone and it craps out, then I switch to the rooted tether app, the latter is unstable... turning in lower transfer rights, higher ping times, and eventually cuts out (though not in the same fashion as the included app... the data symbol on the phone's status bar doesn't disappear) periodically. Rebooting the phone and then using root tether without trying default hotspot first results in smooth operation.

Just thought it was interesting that the default hotspot's poor operation can subsequently affect another hotspot app's performance.

 

[Aeryn]

...Each of them claim that this was the first they've heard of this issue... After explaining the issue thoroughly, I offered each of the Verizon agents, and the HTC agent a look at my video that would clearly show the problem to help understand exactly what happens, unfortunately they were not interested in it at all

This is the most frustrating part. Each person we all speak to believes each of us is the only one experiencing this problem. Yet whenever I offer to direct them to any of these threads to demonstrate the issue is fairly widespread, they're not interested. Ditto with the video, even though during the process they ask questions ("Do your bars disappear too?") that would easily be answered if they took 30 seconds to view it.