Devices_No Service_Super LTE - Android

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

First, check the customer's account to establish whether they have an iPhone or Android. This article is for “No Service” issues in Android only. 

Please don't confuse troubleshooting with activation. If a customer reaches out, please ask the right questions to be sure of the issue. In case they want to get sim cleaned -> do SIM Cleaning.
Please check if the line is porting before attempting any troubleshooting. Port-in of landline or VoIP phone number takes 5-7 business days. Check if it is landline or VoIP before taking any actions.

Case 0 (Trivial Case):

  1. Check http://downdetector.com/status/verizon to see if there is an outage at the customer's location. Sudden loss of service with no change in the customer's location or phone has in the past been linked to Verizon network outages
  2. Check if device is unlocked.
  3. Check device compatibility. Check if all the features are subscribed accordingly (for eg: CDMAless feature/RS/CN status code/plans provisioned).
    If device is not compatible, send a complimentary GSM LTE SIM.
  4. Check coverage.
  5. Check if customer followed this Guide.
  6. Once the guide above is followed, and there is still an issue with the service, please ask for the screenshots for the APNs added one by one, and make sure they're added accurately.
    Note: If customer is unable to add APN (APN greyed out/'Add' or 'Reset to default' button greyed out/APN cannot be edited), move to Case 1 (Advanced troubleshooting) > Option 2 below.
    Once done, continue troubleshooting from step 7.
  7. Confirm from the customer if the network type is set to "LTE Only"
If the phone does not change the Network mode to "LTE Only" after customer tried both of the suggestions in the Guide -> please advise customer to download a 3rd party application from Google play store called “Force LTE only"(picture below) (developer: Xsquare Studio). Once downloaded -> Open the App -> Tap on Method 1 or Method 2 (As per your device’s Android version) -> Tap on Set preferred network type -> “Change it to "LTE only” > restart and test.

Case 1 (Advanced troubleshooting)

Add button available but after entering the complete details, the APN does not save. 

RESOLUTION: Have them save the APN leaving the MCC and MNC values to default.
Note: Do ask them if any numbers are filled in the MCC & MNC field.

Reset network settings. Mostly for Carrier branded devices:

If customer is unable to complete APN configuration for any reason, then he/she may need to perform a reset network settings:

IF ONE OPTION DOES NOT WORK -> TRY ANOTHER OPTION
Option 1.
Sometimes it works even with Super LTE SIM
  1. To ensure you clear out any cache related issues please insert the white GSM LTE sim card into the phone (White GSM LTE sim card can be either active, or not - both options work)
  2. Go to Settings > Backup & reset / General Management > Reset > Reset network settings OR Settings > Connections / Network & Internet > tap on the three-dot icon at the top > Select Network settings reset > Reset setting
    Please note this will remove any saved Wi-Fi passwords too
  3. Once the reset network settings is complete, please turn off the phone and wait 60 seconds
  4. Reinsert the black Super LTE sim card and power it back on, this would allow the OTA to reconfigure the device after which it should start working right away
  5. After resetting network settings customer needs to follow this Guide again.
Option 2. Using a third party application called "AddAPN"
Another option: Try using a third party application called "ADDAPN" to configure the APN settings on the phone. Customers can download this app from their Play Store.

RESOLUTION: This 3rd party application enforces APN even if the APNs are restriction/not available. However, by using this application, you will have to add the APNs by following the steps below:
  1. Turn OFF Mobile data and Turn ON Wi-Fi
  2. Please ask customer to add the 3 APNs in the following manner (this is different from this Guide order!):
    info with fields for APNs can be found in the initial Guide
    VZW (CBS) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
    VZW (IMS) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
    VZW (FOTA) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
  3. Turn OFF Wi-Fi and Turn ON Mobile data
  4. Please ask customer to add this APN
    VZW (vzwinternet) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
  5. Turn ON Airplane mode for 10 seconds and then Turn it OFF and test the service. If the above steps were followed correctly, you should be able to see signal bars by now.
    Note: Please make sure the network mode is set to LTE only. 
Option 3. All fields are greyed out and no access to AddAPN app.
Trick to get access to AddAPN app: this process needs to be followed really fast and if done properly, the ADD button should become available after completing these steps. Do have customers follow the process at least 3 times if it fails the first time. 
  1. Make sure Wi-Fi is turned ON and Mobile data is turned OFF.
  2. Tap and hold the “AddAPN” app from the all apps menu, the phone should prompt for further action.
  3. Please tap on “Add to homescreen” and now the “AddAPN” app should be available on the main home screen.
  4. Take out the black Super LTE sim card.
  5. Once the phone prompts no sim or you see that the phone is now disconnected from the towers, please reinsert the sim card and quickly tap on the “AddAPN” shortcut from the home screen and if the APP is opened before the phone detects the sim card, the fields which were previously greyed out should now be available.
  6. Please have them add the 4 APNs in the following manner:
  7. Firstly ask customer to add the 3 APNs in the following manner (this is different from this Guide order!):
    info with fields for APNs can be find in the initial Guide
    VZW (CBS) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
    VZW (IMS) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
    VZW (FOTA) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
  8. Turn OFF Wi-Fi and Turn ON Mobile data
  9. Then please ask customer to add this APN
    VZW (vzwinternet) : Add the APN > Click the 3 dots > Hit save and close the app > Reopen the APP
  10. Turn ON Airplane mode for 10 seconds and then Turn it OFF and test the service.
Note: Once you save an APN, the app will take you to the home screen. The customer will have to complete the trick again (removing/inserting the sim card) every time till the last APN is added.
Option 4. All fields are greyed out and no access to AddAPN app - Phone Settings.
Trick to make the Add button available (Phone settings): this process needs to be followed really fast and if done properly, the ADD button should be available by this process. Do have customers follow the process at least 3 times if it fails the first time.
  1. Make sure Wi-Fi is turned ON and Mobile data is turned OFF.
  2. Go to Settings > Connections > Mobile networks > Access point names and then directly go to the home screen. 
  3. Have the customer take out the black Super LTE sim card.
  4. Once the phone gets disconnected from the towers, have them reinsert the sim card and quickly tap the “APP OVERVIEW” button (Apps running in the background) and open the previously opened APN page (Access point names).
  5. If they were able to get back on the Access point name page before the phone connects/detects a sim card, the “ADD” button should be available.
    Note: Once you save an APN, the app will take you to the home screen. The customer will have to complete the trick again (removing/inserting the sim card) every time till the last APN is added. 
  6. After resetting network settings customer needs to follow this Guide again.

Case 2 (Issue with Over The Air (OTA) Updates)

Check the LTE Status code under Line inquiry, to see if the phone has received the OTA

Phone activation on Super LTE is done via OTA (Over the Air Update). The LTE status code under Line Inquiry tells us the status of the OTA. The three LTE status codes are RS (OTA not received), CN (OTA received) and RF (OTA failed---this one's pretty rare)

1. If the OTA is received = CN and the connection still doesn’t work -> ask customers turn off the phone for 60 seconds or have them remove the sim card for 15 seconds and then reinsert and restart 

2. If the OTA is not received = RS, check the documentation on how to do an OTA update and guide the customer

3. If the OTA failed = RF, talk to a Team Lead

Case 3 (Try SIM card in another device)

  1. Check what SIM card is inserted in the customer's phone and that it is inserted properly in the phone.
  2. Have them remove the SIM, clean with soft cloth and make sure the SIM slot is clear of any debris.
  3. Before trying your SIM card in another device, step out of the house or go near a window to see if there is a difference in service and/or signal strength.
  4. If the problem persists, insert the SIM in any other Super LTE compatible unlocked device. In case of a dual sim phone, insert the sim in the other slot and check if it makes a difference. Or ask them to try using GSM LTE SIM on their device.
If the SIM works in the other phone, the issue is in the original device. However, if the problem persists in the other phone, the SIM needs to be replaced. If GSM LTE SIM works on customer's phone -> Super LTE SIM is faulty. Send a complimentary SIM to customer and we will perform SIM Swap.

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