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12/06 - LG G2 Software Update - ZV8

Master

Re: 12/06 - LG G2 Software Update - ZV8







zonk39,

Thank you for the extensive detail and I apologize for such frustrations with the recent update.  Software updates are designed by the manufacturer and operating system developers to help provide our customers a better experience with their device with less issues and I'm sorry if this did the complete opposite.  These updates are tested prior to release but unexpected complications can occur and generally this only affects a small number of users.  You are correct, our agents are limited in certain capabilities which include reversing an update but we will always do our best to help.  I would recommend visiting your local repair center to ensure a solution is provided with this recent issue.  Please do let us know how the Airave works out; we want to make sure all these issues are solved immediately.

Sprint Social Care Team
David




Journeyman

Re: 12/06 - LG G2 Software Update - ZV8

David,

While i appreciate your apologies unfortunately it does nothing for the problem. I visited 2 separate sprint service centers and they could provide no solutions. The worse part of this is that i am out of my 13 day window to return the phone and i just renewed a 2 year contract and sprint has me in between a rock and a hard place. Now what? Will Sprint put their best foot forward and do the right thing and provide me with a new phone that is supposed to work? Judging from the response that Sprint has demonstrated in getting this issue fixed resolved, i am not holding my breath. 

Highlighted
Journeyman

Re: 12/06 - LG G2 Software Update - ZV8

I am not holding my breath either. They have your money and your contract signed. End of story...on to new business to make the investors happy. I hope that they "put their best foot forward" and at least make the new contracts that we signed....worth signing. Please make our phones worth the money we paid/pay you for Sprint.

Re: 12/06 - LG G2 Software Update - ZV8

I just got my G2 recently. On the first day when I activated, the notification for this update popped up. I hesitated, but decided to get it anyway. I have a zero bar signal strength. I updated the PRL and profile, and it went up to one bar. It seemed better before the update. I remember getting 3 bars when I first activated and for some time after. Fortunately, it hasn´t stopped me from making calls. I had that problem with my LTEVO, so I called Sprint and a representative gave me some steps to follow and it fixed the problem. With the G2, I do get LTE almost all of the time. I even get it in my house where I couldn´t before with the LTEVO. Have you checked in Sprint Zone under My Device in the dashboard? Voice Network is "Failed" on mine still.

Journeyman

Re: 12/06 - LG G2 Software Update - ZV8

DO NOT GET THE SYSTEM UPDATE!!!

I had the SAME PROBLEMS! I had the LG G2 early December, I got 4g LTE signals, everything was working fine. The system update was available but I oped not to update. Suddenly my phone turned off last week, black screen, wouldn't come back on. They ordered me a new LG G2 and the eff-tard at the sprint store installed the system update. Now the EXACT same type of phone I had for a month in the EXACT same places I used to take it NEVER gets 4g LTE! I only have 3G. On top of that the I lose service repeatedly for no reason.

This NEVER was a problem before the system update.

DO NOT GET THE SYSTEM UPDATE!!!!

Journeyman

Re: 12/06 - LG G2 Software Update - ZV8

Hi Everyone! I've been having similar issues as you all. I got my G2 the day after thanksgiving. I also have an LG Bluetooth headset LGHBS700 that I have used since I got my G2 without any issues until about a week ago. The following are my phone issues I started to experience about a week ago:

1st issue:  when receiving or placing calls, the Roaming triangle indicator will light up after a few seconds of the call coming in or dialing/ringing. I called Sprint and Tech Support walked me through making sure Roaming is not on Auto Mode. The Roaming Triangle only turns on when the call is placed or received and not while the phone is on idle.

2nd issue:  when receiving a call, the top status bar background will turn Blue. Does anyone know why this happens??? It didn't do this before. Also, when a call comes in and I slide the Green button to answer, the phone stops ringing, the Green Send and Red End buttons disappear and then I cannot answer the phone, the phone will just keep ringing. If I try to answer through my Bluetooth headset, it will do the exact same thing. I have unpaired the phone and headset and waited for phone calls to come in to see if it was my headset making the issues but the same symptoms occurred. What ends up happening is that I have to let the phone ring until it rings 4-5 times and then I have to call the person back.

3rd issue:  4G LTE connectivity is very low compared to the LG Optimus G. I am talking about being in the exact same location in the 91387 zip code area as well as other areas where the Optimus G got strong 4g LTE signal.

Finally.....why can't I use the internet and be on the phone when I am on a 4G LTE area??? I thought the whole purpose of 4G LTE was to be able to use be on a phone call and surf the net if needed???

Journeyman

Re: 12/06 - LG G2 Software Update - ZV8


TNicoleW88 wrote:



DO NOT GET THE SYSTEM UPDATE!!!



I had the SAME PROBLEMS! I had the LG G2 early December, I got 4g LTE signals, everything was working fine. The system update was available but I oped not to update. Suddenly my phone turned off last week, black screen, wouldn't come back on. They ordered me a new LG G2 and the eff-tard at the sprint store installed the system update. Now the EXACT same type of phone I had for a month in the EXACT same places I used to take it NEVER gets 4g LTE! I only have 3G. On top of that the I lose service repeatedly for no reason.



This NEVER was a problem before the system update.



DO NOT GET THE SYSTEM UPDATE!!!!



I agree....my phone is being acting up since about last week, probably around the time this update came around!!!!

Master

Re: 12/06 - LG G2 Software Update - ZV8







TNicoleW88,



Thanks for your post. Often times if a device such as a replacement is activating for the first time it is automatically going to download any system update available and I apologize if the agent in the store did not advise of this. Were they able to do any troubleshooting after the fact to try to fix this? I also have the G2 and the update hasn't caused these issues for me so I'd like to help out as best I can. Please let me know what the store agents said. Thanks!



Dan

Sprint Social Care Team




Master

Re: 12/06 - LG G2 Software Update - ZV8







juanmaz,



Thanks for posting. Mind sharing with us the exact service issues you're facing? We definitely want to look into these concerns further and implement a fix.



Thank You,



DePaul W.

Sprint Social Care Team 




Journeyman

Re: 12/06 - LG G2 Software Update - ZV8

Dear DePaul:

Thank you for taking the time to address my phone's issues. As I explained on my post, the following are the issues that keep ocurring:

1. when a call comes in, the top status indicator bar's background turns a light blue color. It never did this before and and it started turning blue when I started having the rest of the issues.

2. when the call comes in, the triangle roaming indicator comes on. While the phone is sitting "idling" the roaming indicator is not on, but the minute the call comes in, it turns on and a warning message comes in that says "data connectivity lost due to being outside network"

3. when the call comes in and the status indicator turns blue, sometimes I can answer the call when I press the green or send button; sometimes when I press the green button, the call is not answered, the green and red (send and end) buttons disappear, phone will keep ringing and I am unable to answer. It is like the screen freezes so the only choice is to let the phone ring until voicemail picks up, which then I have to call the person back. This happens about 9 out of 10 times I receive a call.

4. When I make a call, the only thing that happens is that after the call connects and it is ringing, the roaming triangle indicator turns on. The top status indicator does not turn blue as it does when a call comes in.

5. When I called Sprint, the tech support guy had me change the roaming setting from automatic to home. The roaming turns on anywhere regardless of my location. The tech support checked my location at the time I called and he determined I was within the network service area.

My concerns are: that I get charged for roaming calls when I am not roaming, that I have to call people back when I they call me due to the fact that my phone won't answer the call.

If you can help me in any way would be greatly appreciated and thank you again for your time.

Juan Zermeno

Master

Re: 12/06 - LG G2 Software Update - ZV8







Thanks for reaching out.



The LTE connectivity issues wil be fixed with a software release, no ETA yet on when it will be released. Have you tried to do a power cycle to the device. Also dial ##72786# the device will reset and then automatically reconnect to the network.  If this does not help. I would suggest taking the device to a service and repair location.



Thank you,

*Paida




Journeyman

Re: 12/06 - LG G2 Software Update - ZV8

Good morning Paida:

Thank you for your response and for trying to resolve my phone's issues. I will try the reset you mentioned and go from there. Thank you again!

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