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Thread: 4G / Wifi Problem a known issue? (Verizon)

  1. Junior Droid
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    #1

    Question 4G / Wifi Problem a known issue? (Verizon)

    Hi Everyone!

    New here, so if this has been covered 1000 times already, please point me the right direction.

    Just got 9 Maxx's for our company and all seem to have the same issue. We're on Verizon. We have a 4G repeater in our building. We have N Wifi with a high-end Sonicwall Access Point / Router. (happens at home too on trendnet router)

    The problem is, if I enable Wifi on any Maxx, the phone seems to lose data connection. You can't send/receive email. We have email set up on Exchange and Gmail accounts. If you disable Wifi and the 4G kicks in (blue meter) it sends / receives fine.

    Called Verizon Support (insert laughs here)
    They said the solution is to disable the Wifi. Only enable it if I'm sure I want to use it. (2 different people plus local store) Sure, this works for them as they get more data usage, but seriously?

    Is this a known issue that maybe ICS will fix?

    We previously had Galaxy Nexuses and they had no problem with both Wifi and 4G simultaneuosly co-existing. It was ICS though.

    Help?

    Thankks.
    -RobH (RH434)
  2. Droid
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    Have you tried calling Moto? The New DROID RAZR by MOTOROLA - for Owners (there is email/chat/call support on the right).
  3. Junior Droid
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    #3
    Quote Originally Posted by RH434
    Hi Everyone!

    New here, so if this has been covered 1000 times already, please point me the right direction.

    Just got 9 Maxx's for our company and all seem to have the same issue. We're on Verizon. We have a 4G repeater in our building. We have N Wifi with a high-end Sonicwall Access Point / Router. (happens at home too on trendnet router)

    The problem is, if I enable Wifi on any Maxx, the phone seems to lose data connection. You can't send/receive email. We have email set up on Exchange and Gmail accounts. If you disable Wifi and the 4G kicks in (blue meter) it sends / receives fine.

    Called Verizon Support (insert laughs here)
    They said the solution is to disable the Wifi. Only enable it if I'm sure I want to use it. (2 different people plus local store) Sure, this works for them as they get more data usage, but seriously?

    Is this a known issue that maybe ICS will fix?

    We previously had Galaxy Nexuses and they had no problem with both Wifi and 4G simultaneuosly co-existing. It was ICS though.

    Help?

    Thankks.
    -RobH (RH434)
    I use an exchange server and when at home using wifi I have no issues sending/receiving mail thru wifi. If wifi is connected, the 4G network is not used. Why would you think the 4G should work when connected to wifi?
  4. Master Droid
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    #4
    When WiFi is active *AND* connected 4G is disabled.
    If they were both active, which one should the phone use???????
  5. Moderator
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    #5
    It's definitely not a known problem specific to the MAXX.

    To me, it sounds like there's something at the WiFi network level that's not allowing the phones to connect to the Google servers (the difference between blue and grey - both means you're online, but grey means you're not connected to the Google servers and blue means you are connected). I've had this happen several times when I'm using the WiFi at various businesses. They have certain sites and types of connections blocked, resulting in the phone being able to properly connect to the Google servers. This inability to connect will have an impact on several different functions of the phone, including exchange email. This isn't a problem when on 4G/3G because Verizon doesn't restrict traffic in the same way that many businesses and private WiFi networks do in order to maintain security and/or productivity.

    And as others have said, when connected to a WiFi network, 4G/3G will automatically be disabled. Running both at the same time is redundant and only serves to deplete the battery. Exchange email will sync over WiFi just like over 4G/3G, so that's why it seems like there's a problem at the network level.
    Last edited by bsweetness; 06-04-2012 at 04:53 PM.
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    #6
    Also, look at your ISP's rules regarding send and receive of email through their servers, when accessing an outside POP3 or IMAP account. Since port attacks have become a big problem, ISPs have shut down the standard ports for email (110 & 25), will only allow access through less-targeted ports (143, 465, 587, 993, 995, etc.)

    Also, since spam is a huge problem, some ISPs (Verizon for instance), and will only allow email to pass through their own email SMTP and POP3/IMAP servers, so they can monitor email for spam. You may have to do what I had to do, set up a pass-through email account on the ISP, set that ISP server as the POP3/IMAP and SMTP server for your outside email server, and then set it to spoof your email account names on outgoing email.

    This way, the recipient of your emails will see them as coming from your Corporate Email SMTP server, NOT your ISP's SMTP server, and your real corporate Email addresses will appear, rather than one with the ISP's domain name.

    It's a common problem, going to be more common, and will need to be dealt with eventually anyway.

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  7. Junior Droid
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    Quote Originally Posted by tech_head View Post
    When WiFi is active *AND* connected 4G is disabled.
    If they were both active, which one should the phone use???????
    This is a good question. I didn't know how the phone prioritizes, but it makes sense to disable one over the other. I would imagine that you would want Wifi to take priority over your 4G and 3G connection.

    With our last phones, It must have done it in the background and didn't have a feature to change the color like the Maxx. I never questioned it, it just worked. It is interesting that they worked seamlessly, however we're seeing this condition with the Maxx. (The Galaxy is a nice device, just a terrible phone, which is why we switched.)

    Verizon had me enable the Global Data Roaming Access under the Data Manager, and warned about roaming out of country data charges. This made no difference by the way.
  8. Junior Droid
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    Quote Originally Posted by FoxKat View Post
    Also, look at your ISP's rules regarding send and receive of email through their servers, when accessing an outside POP3 or IMAP account. Since port attacks have become a big problem, ISPs have shut down the standard ports for email (110 & 25), will only allow access through less-targeted ports (143, 465, 587, 993, 995, etc.)

    Also, since spam is a huge problem, some ISPs (Verizon for instance), and will only allow email to pass through their own email SMTP and POP3/IMAP servers, so they can monitor email for spam. You may have to do what I had to do, set up a pass-through email account on the ISP, set that ISP server as the POP3/IMAP and SMTP server for your outside email server, and then set it to spoof your email account names on outgoing email.

    This way, the recipient of your emails will see them as coming from your Corporate Email SMTP server, NOT your ISP's SMTP server, and your real corporate Email addresses will appear, rather than one with the ISP's domain name.

    It's a common problem, going to be more common, and will need to be dealt with eventually anyway.
    Thanks for the detailed reply. I'm going to have to study this more tomorrow.

    We have been having some problems with our network mail, and the ISP's email spam filters. We have a unique situation and it's complicated due to having a "managed" ISP solution by our land line phone supplier. Suffice it to say I'll have to work with our supplier to see if this might be a related issue.
  9. Junior Droid
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    Quote Originally Posted by bsweetness View Post
    It's definitely not a known problem specific to the MAXX.

    To me, it sounds like there's something at the WiFi network level that's not allowing the phones to connect to the Google servers (the difference between blue and grey - both means you're online, but grey means you're not connected to the Google servers and blue means you are connected). I've had this happen several times when I'm using the WiFi at various businesses. They have certain sites and types of connections blocked, resulting in the phone being able to properly connect to the Google servers. This inability to connect will have an impact on several different functions of the phone, including exchange email. This isn't a problem when on 4G/3G because Verizon doesn't restrict traffic in the same way that many businesses and private WiFi networks do in order to maintain security and/or productivity.

    And as others have said, when connected to a WiFi network, 4G/3G will automatically be disabled. Running both at the same time is redundant and only serves to deplete the battery. Exchange email will sync over WiFi just like over 4G/3G, so that's why it seems like there's a problem at the network level.
    Hmmm... This makes sense. I'll have to study this more tomorrow as well.

    Thanks for the insight. I'll have to read up on the blue vs. grey connection to the Google servers. It seems to me that when I enable the Wifi even at home and it goes blue, I can't send exchange mail or pop3. If I disable Wifi, and then in the case of my home, the 3G goes blue and I can send. Same symptoms at work and home, totally different ISP's and network systems.

    Scratching head on this one right now....
  10. Junior Droid
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    Quote Originally Posted by thebeeobee View Post
    Have you tried calling Moto? The New DROID RAZR by MOTOROLA - for Owners (there is email/chat/call support on the right).
    I didn't know that. Thanks for the tip.
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