Tuesday, March 06, 2018

My nightmare upgrading with Verizon

Unfortunately in December I upgraded to the Moto Z2 with Verizon.  It has a well known issue with wifi disconnecting.  Google shows a staggering 53,000 pages related to this issue.

I have contacted VZ many times about this and even had a replacement phone sent.  The issue still persist.  Just like everyone else with this issue nothing seems to fix it.  Mid February I tweeted to both VZ and Motorola about this.  Motorola replied and said they know about the issue and are working to fix it.  But everytime I speak with VZ they say "it's not a known issue, we've never heard of this, we don't know what's going on".

What's going on is VZ wants me to keep paying on this phone and doesn't want to eat the cost by taking the phone back and giving me a different model.  I have 2 wifi routers and 3 Androids.  Out of the Androids the Moto Z2 is by far the nicest and most expensive - it is also the only one which can't stay on EITHER wifi network.

The issue is intermittent and sporadic.  Some days it doesn't happen at all, some days it will disconnect 10+ times.  I've seen it disconnect / reconnect several times in less than 5min.  Also noted sometimes when it says it's on wifi it's actually not.  I can see the wifi icon but an app will start throwing errors because there is no data connection.  Please note : this only happens on the Moto Z2. Other devices on the same wifi continue to work normally.

I have given VZ many chances to "do the right thing" and swap out this phone but they refuse.  They want to play the blame game and pretend the problem is NOT the phone so they don't have to eat the cost of a bad phone.
//]]>