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I'm having major problems with my Nexus 4 where I can't connect to any 5Ghz network. I have disabled security on the network and it still won't connect. The phone is still under warranty, but Google aren't being very helpful in resolving the issue.
They originally told me they would RMA it at the beginning of September and as I never had any info back I contacted them again, only to find out they hadn't done anything in regards to my original call and again promised me I would receive update within 24-48 hours. Again nothing from Google.
I've shown them screenshots of a Nexus 4 against a HTC One X which connects to the 5Ghz network without issues, but the N4 won't - if you try connecting it just says saved. The 2.4Ghz is working fine, it's only the 5Ghz the device won't connect to.
I have performed numerous factory resets and still the same problem. One bit of advice I got from Google was they could send me a link to downgrade the firmware to 4.2 but it would void my warranty, so I refused and that's when they said they'll RMA it and I'll have a new phone within 3-5 days, then have 14 days to return the faulty phone otherwise they will charge me for the replacement.
Has anyone had any dealings with Google in getting products repaired or replaced?
Does anyone know how to raise a complaint regarding this?
Just stick with 2.4ghz, I've never successfully connected to any 5ghz networks. I'm not sure what fixes it but 4.3 didn't fix it for me, not sure if 5ghz works for others or not.
Sent from my Nexus 4 using xda app-developers app
my buddy had his nexus replaced due to random reboots/crashes after they had him wipe etc... didn't really have any issues.
my n4 (stock) has always successfully connected to my 5ghz network. have you tried switching your 5ghz channel on the router/ap? i know europe used to have a few channels we didnt have in the US on the 2.4ghz spectrum... could be a similar issue with 5ghz? just guessing. im using 5ghz channel 36 (5.180ghz) and channel width 20mhz or 40mhz.
in UK we have 36, 40, 44, 48 for indoor use - I think the phone is faulty and explained the issues to Google.
1) When factory reset device the Nexus 4 won't autmatically download applications or updates. I have to reboot the phone numerous times for them to come down.
2) When switching from Wifi to 3G and vice-versa I lose settings for some reason. So I have to reselect default for apps. For website I have to re-authenicate who I am. I even have had to reapply my Google settings for my account.
3) I've tried 5 different routers and get the same issue with the Nexus 4
4) Didn't have these wifi issues on earlier firmware
5) Even though it can see the 5Ghz network it won't connect (even when set to open) I also get this randomly on 2.4Ghz
6) Sent them images of the Nexus 4 and HTC One X side-by-side showing the problem
I shouldn't have to keep resetting the device and re-installing apps and reconfiguring authenticators, etc, etc
Yes I could root the phone, but I got the Nexus 4 so I did not have to root it and don't intend to for the time being. Google also acknowledged there is a problem with 4.3 and wifi and if I wasn't willing to downgrade to 4.2 and void warranty they would RMA the phone. Ideally I would love to get hold of a recording of that initial call that backs everything up. But all I got was a survey of which I stated I was waiting for the RMA and then no further contact till I rang them again.
What is also annoying is that if you contact them to ask what is happening because you have heard anything back, they state your ticket will be delayed by another further 24-48 hours and even if they say will contact you back within a period of time and don't it's not their problem and you just have to wait. And as I customer I don't want to hear their excuses that staff may be on holiday, off-sick, not done their job or they are busy, that's their problem not mine.
And they also said that the Nexus 4 uses different bandwidth to other devices so may not work with routers which other devices will work with. So just because other devices can connect to your 2.4Ghz or 5Ghz network the Nexus 4 won't as it may not be compatible. So in other words if you want a device that is compatible with your router before buying a Nexus 4 check that it will work before wasting your money.
So how long should a customer have to wait after logging a fault with their device to get it rectified.
you may want to call and ask to speak with a manager? i talked to my friend today and the rma was setup during the same troubleshooting call... he received the phone ~4 days later.
Well good luck getting yourself heard by Google. There's plenty of issue's with 4.3 and none seem to get attention from Google AT ALL. See my post regarding GSM issue which is also tracked by Google and seems to be completely ignored. At first it felt great having the latest and greatest from Google and not having to wait for vendors like Samsung or HTC to release their version of the OS, if at all. Now I'm not so sure what's worse, quick release but no support AT ALL from Google or slow releases from Samsung or HTC but at least get something that has been tested and have a vendor you can call...
I've been with Android since the G1 was released in the UK and have had various models of phones and rooted them to get rid of all the bloat they install. When the N4 was released I thought brilliant, good price, good phone and should get good support.
The person I spoke to earlier today was not very helpful at all, but I finally received an email this afternoon asking for my IMEI number which I had already provided 3 times to them. So I'll have to probably wait for another 48 hours at least before I get any further information from them. When I queried about making a complaint I got nowhere with them and there is nowhere on their website to raise a complaint about the service received from them.
Until Google sort this out and let me know what is fully happening I have money in my account I can't touch as I don't know how much they are going to put a claim to (ie the original £280 or the new £200) and how long I'm going to have to wait to get it back once they finally RMA and I send my faulty unit back.
@outz not sure if it's done any different in the UK. I expected the RMA number at same time as call as you do with any other company when raising an issue with faulty product with them. It seems that Google wants UK customers to wait for the same information. My fault has been logged just short of two weeks and still no RMA number as of yet.
I know a lot of people slate Apple but you do get better support from them.
update: 16/09/13 - Received another email from another person at Google advising they are taking other the issue and want to know if can start warranty replacement claim to TRY and get replacement phone.
update: 21/09/13 - Received my replacement phone today and it's working perfectly - it's running 4.2.2 and connects to 5Ghz wifi without any issues - also battery is vastly improved after 19 hours it was still at 84%
Hi, today I received my new LG G2 and i have problem with apps updates. Google play is not offering me updates, also App Center is not offering me updates too. I tried everything, phone is running KitKat, tried factory reset twice, tried Upgrade Recovery (via LG Mobile Support Tool) and nothing works. Phone is still not offering updates. Without updates i cant use apps like weather. Im connected via Wi-Fi, internet is working fine, everything is allowed. Please help me, I love user interface and I really dont wanna send him back to store...
I brought it in to US CELLULAR to get it turned on and the agent could not get it to work. He spent over a hour with tech support on the phone trying but with no luck! Essential's web site clearly states it will work on ALL major networks. I also went to ( Will my phone work) web site and it said it would work. Am I missing something and is there anyone that can help? I would love not to have to return this to BestBuy.
Do you have any updates on this issue? I’d like to get the essential phone, but us cellular is the only carrier that works in my area...
Thanks!
US Cellular being a CDMA carrier, all they have to do is add the MEID to their database. Is that what they're having an issue with?
original poster still hasnt updated. I'd really like to have this phone, but unfortunately i have to stay with US Cellular in my area
My apologies I thought I had. I returned it to Best Buy. Agent at USCELLULAR said they did not have the correct codes\ frequency or something for this phone yet but USCELLULAR would receive them sometime in the future. I too would've love to had this phone! I had to settle with a LG V30+ which is not bad I must say.
success! and failure
I had successfully used the essential ph1 on u.s. cellular for a month. By telling the associate it was a Google Nexus 6p they entered that sap ID (the code on each phone in the UScell database mentioned above) and everything worked perfectly. Yesterday I spent an hour on the phone with uscell tech support after my phone had quit working on their network. They have updated their database again something in that update is not allowing the ph1 to be recognized as a nexus6p anymore. I will need to find another work around or go to a different carrier unless uscell gets with the times soon
Which is yours' IMEI started with, 3 or 9?
I have the same issue. Mine worked on US Cellular perfectly until a few days after April 5 update.
Mine starts with a 3
robawb said:
I had successfully used the essential ph1 on u.s. cellular for a month. By telling the associate it was a Google Nexus 6p they entered that sap ID (the code on each phone in the UScell database mentioned above) and everything worked perfectly. Yesterday I spent an hour on the phone with uscell tech support after my phone had quit working on their network. They have updated their database again something in that update is not allowing the ph1 to be recognized as a nexus6p anymore. I will need to find another work around or go to a different carrier unless uscell gets with the times soon
Click to expand...
Click to collapse
Did you figure anything out?
Hello.
I bought my PH-1 last week on Amazon, last week. I'm in France (carrier Free Mobile) and I experience the issue with LTE signal. It is OK usually. Outside i have a good signal, when I arrive at home it's switching on Wifi automaticly. But when I'm leaving home LTE is not booting up automaticly. I waited for almost 5 minutes and no data. I solved by turnning on/off the plane mode but it is a annoying to do 2-3 times per day(almost each time when I'm leaving home). Do somebody had the same issue ? I don't know what to do. Would essential patch this or maybe the best would be to return the phone.
Thanks in advance
koko.fr said:
Hello.
I bought my PH-1 last week on Amazon, last week. I'm in France (carrier Free Mobile) and I experience the issue with LTE signal. It is OK usually. Outside i have a good signal, when I arrive at home it's switching on Wifi automaticly. But when I'm leaving home LTE is not booting up automaticly. I waited for almost 5 minutes and no data. I solved by turnning on/off the plane mode but it is a annoying to do 2-3 times per day(almost each time when I'm leaving home). Do somebody had the same issue ? I don't know what to do. Would essential patch this or maybe the best would be to return the phone.
Thanks in advance
Click to expand...
Click to collapse
My phone is on T-Mobile carrier and when I am outside phone is using LTE or another available technology. When I come hope, phone connects to my WiFi. After I leave the my home, phone connects to cell tower without problems. You may need to check APN settings for your carrier in Mobile network settings.
koko.fr said:
Hello.
I bought my PH-1 last week on Amazon, last week. I'm in France (carrier Free Mobile) and I experience the issue with LTE signal. It is OK usually. Outside i have a good signal, when I arrive at home it's switching on Wifi automaticly. But when I'm leaving home LTE is not booting up automaticly. I waited for almost 5 minutes and no data. I solved by turnning on/off the plane mode but it is a annoying to do 2-3 times per day(almost each time when I'm leaving home). Do somebody had the same issue ? I don't know what to do. Would essential patch this or maybe the best would be to return the phone.
Thanks in advance
Click to expand...
Click to collapse
Hi koko.fr,
Like you, i bought my PH-1 on Amazon and i use it with Free Mobile Carrier, the APN settings are automatically updated. I used one day the 7.1.1 Android version and my feeling is not good with this (lag, camera, latency with touchscreen) but not the same issue that you. I upgrade the Oreo 8.0 Beta 3 and I'm very happy, the phone is very responsive. This upgrade is very easy, all steps are indicated on Essential web site.
What Android version are you ?
Have a nice day
Steeve
Steenux said:
Hi koko.fr,
Like you, i bought my PH-1 on Amazon and i use it with Free Mobile Carrier, the APN settings are automatically updated. I used one day the 7.1.1 Android version and my feeling is not good with this (lag, camera, latency with touchscreen) but not the same issue that you. I upgrade the Oreo 8.0 Beta 3 and I'm very happy, the phone is very responsive. This upgrade is very easy, all steps are indicated on Essential web site.
What Android version are you ?
Have a nice day
Steeve
Click to expand...
Click to collapse
I use default Android 7.1.1 (I have also some issues like camera lag, but phone is very fast for other apps), I checked my APN settings and manually updated but I still have the same issue... I'm disappointed about Essential updates (no date for 8.1 ), I don't want to use beta to not lose my warranty.
So I think I will return the phone tomorrow and maybe come back for PH-2
Did beta Oreo improve camera experience ?
koko.fr said:
I use default Android 7.1.1 (I have also some issues like camera lag, but phone is very fast for other apps), I checked my APN settings and manually updated but I still have the same issue... I'm disappointed about Essential updates (no date for 8.1 ), I don't want to use beta to not lose my warranty.
So I think I will return the phone tomorrow and maybe come back for PH-2
Did beta Oreo improve camera experience ?
Click to expand...
Click to collapse
My APN settings are updated automatically when I put FREE SIM card and I'm not an issue with this, I'm glad that you are this issue This is my first Android phone and I'm very happy with this. I don't think that you lose your warranty if you sideload the Essential oreo beta, 8.0 beta 3 or 8.1. This is an official beta of oreo. You are read that if we upgrade our phone with an official Essential beta, we lose warranty? Unfortunately, i think we have not warranty because we do not live in US or Canada. We can just ask Amazon to return the phone and ask refund but we lose the extra cost and import charges.
For your issue, you can test a factory reset?
I would like to post an URL to go to Essential support but i can't, not any old on this site
I hope you will be able to resolve your issue
Not sure if you tried, development section- option to aggressively switch from wifi to data. I never tried it but remember seeing it.
How come my nvidia is not updating to 7.2?
Checked update and still shows that I am up to day with 7.1 firmware.
Am I the only one?
I live in eastern USA
Thx
Not sure. I received my update yesterday. I live in Chicago.
Got mine yesterday UK but no Alexa integration here yet
Do you think guys that might be because I uninstalled nvidia launcher and use as default HALauncher?
I'm still able go to nvidia settings, however I get message that I am up to date.