LG

I love the my Fathom, but it's got a couple annoying problems from since day one:
1) When the screen shuts down, the phone will sometimes forget the WPA or WEP keys associated with whatever network it's currently connected. The frequency of this happening has increased to the point where I can certainly say that once that screen goes off, it now always forgets the WPA or WEP key associated with the current network. Fortunately, I save the keys in a Notes document so I can copy and paste, but it is still annoying. This has existed from day one when I was running Software Version VS750V4 and still persists now running VS750V5.

2) It will constantly alert me that there are Wireless SSIDs around and ask if I want to connect. If I do a "Menu / Don't show this message again" or if I go to Wireless Manager, then WiFi settings and choose Advanced, "Turn on available network notification" is magically ticked. I untick it and then a few minutes later, I still get alerted with the little bubble about other Wireless SSIDs around. This has existed from day one when I was running Software Version VS750V4 and still persists now running VS750V5.

3) As of this week, Applications (ie Bing) now seem to have a difficult time using GPS to find me unless I disable my WiFi and then turn off the phone and turn it back on-- then they can find my location via the Verizon Data Plan fine. Otherwise, they just hang trying to find my location. This has started about a week after updating to software version VS750V5 from the LG Update Tool.

I have attempted to factory reset about half-a-dozen times now via Settings/System/Memory/Clear Storage/Factory Default [CLEAR] to no avail and these problems still keep coming back.

Has anyone else experienced problems like these?

I've had my Fathom for 36 days-- past the point of store return for an exchange. The documentation with the phone says I have a 12 month warranty period. What recourse is available to me?

I apologize for the issues that you are seeing with the Fathom, I will report these to Development.

1: Do you, by chance, have anything else installed on the phone that might be turning on the Network Notifications? My Fathom doesn't do that
2: Something sounds like it's not working correctly.. In all of the time I have used my Fathom it hasn't once forgotten a Network Password, and I power on off and let it sleep all the time.

You've had the Fathom for 36 Days? Have you called Verizon support to see if there is a "Grace Period" for returning the phone, if that is what you wan to do? Yes, there is a one year warranty on the Fathom, which you can work with Verizon Support to get it repaired/replaced. Or you can go through LG (800) 793-8896 .... The LG route might be a little slower, but it would be worth calling both Verizon and LG to see if these are known issues they can help you with.... I haven't seen these issues before...

Can any one else Jump in?

1 - do not have anything else installed on the phone. I've also tried the phone with several factory resets and not syncing to my computer and I still get the same result of the device periodically forgetting the WPA or WEP keys for an associated network.
2 - I purchased the device at Best Buy and they only allow returns for 30 days. I have sent a request to LGE and they have provided me with an Return/Repair Authorization number. I sent the phone in via USPS and it is showing as being delivered, so now I'm trying to find out when they can repair it and send it back.

Posted by vprasad on 26 Aug 2010 09:32 AM:

1 - do not have anything else installed on the phone. I've also tried the phone with several factory resets and not syncing to my computer and I still get the same result of the device periodically forgetting the WPA or WEP keys for an associated network.

2 - I purchased the device at Best Buy and they only allow returns for 30 days. I have sent a request to LGE and they have provided me with an Return/Repair Authorization number. I sent the phone in via USPS and it is showing as being delivered, so now I'm trying to find out when they can repair it and send it back.

Customer Service turns repairs around in 5-7 Business days... I know they have been very quick with Phones I have had repaired...

Good Luck

August 24 at 10:19 Mailed out USPS Next Day air
August 25 at 10:52 USPS tracking showing package received by LG
No further communication received from LG email rep who generated the Return Auth, not even confirmation of receipt even after I sent messages asking for confirmation.
August 27 LG Enters it in their system as being received
Every time I call for status, am told it is "In repairs"
Sep 2 Phone Shipped back to me via FedEx Home Delivery
Sep 8 Phone received by me

I look at the Sales Order Number slip for my RA and the Repair Information has ABSOLUTLEY NOTHING to do with the reasons I've provided in starting this thread and providing to the LG email rep who had generated the Return Auth.

The slip says "Symptom/Cause 1. No/Low outgoing Voice" and "Repair/Replacement Ear Jack".

I take the chance that perhaps-- just perhaps, they actually fixed the WiFi problem that the LG email rep had generated the RA for-- no such luck-- within minutes of providing my SSID and connecting to the network and using the WiFi, I get a message that the Network connection could not be established and am prompted for the WPA key for the same Network I was just connected to.

The speakerphone audio quality is now pretty bad and the touchscreen is not quite as responsive as before I'd sent it in for the WiFi repair.

To say I'm disappointed is putting it mildly.  I will not be sending the phone back to LG again-- going phoneless for another 2 weeks is not an efficient use of time.  And I'm pretty sure that this is not only my first but also my last LG purchase.

Posted by vprasad on 09 Sep 2010 06:06 AM:

August 24 at 10:19 Mailed out USPS Next Day air
August 25 at 10:52 USPS tracking showing package received by LG
No further communication received from LG email rep who generated the Return Auth, not even confirmation of receipt even after I sent messages asking for confirmation.
August 27 LG Enters it in their system as being received
Every time I call for status, am told it is "In repairs"
Sep 2 Phone Shipped back to me via FedEx Home Delivery
Sep 8 Phone received by me

I look at the Sales Order Number slip for my RA and the Repair Information has ABSOLUTLEY NOTHING to do with the reasons I've provided in starting this thread and providing to the LG email rep who had generated the Return Auth.

The slip says "Symptom/Cause 1. No/Low outgoing Voice" and "Repair/Replacement Ear Jack".

I take the chance that perhaps-- just perhaps, they actually fixed the WiFi problem that the LG email rep had generated the RA for-- no such luck-- within minutes of providing my SSID and connecting to the network and using the WiFi, I get a message that the Network connection could not be established and am prompted for the WPA key for the same Network I was just connected to.

The speakerphone audio quality is now pretty bad and the touchscreen is not quite as responsive as before I'd sent it in for the WiFi repair.

To say I'm disappointed is putting it mildly.  I will not be sending the phone back to LG again-- going phoneless for another 2 weeks is not an efficient use of time.  And I'm pretty sure that this is not only my first but also my last LG purchase.

I'm sorry support didn't address the wiFi issue you are seeing.  The notes need to be a little more detailed.  It would help us to know whether thery actually looked at the reported WiFi issue and whether they found a problem or not. 

On the Fathom that I have here I can stay attached to my access point without problems.  If I loose power on the phone, it will reattach when I reboot without needing my password.  Same for just cycling power, when it comes back up it reattaches to o ur secure network.  Do you think there could be a setting on your Access point that requires the password each time it connects?

I can try and track the repair on this end I know the day and time it was recieved, I can see if there are any additional notes that might shed some light on what was looked at.  Let me see if I can find it.

Posted by LG Product Pro on 09 Sep 2010 19:43 PM:

I'm sorry support didn't address the wiFi issue you are seeing.  The notes need to be a little more detailed.  It would help us to know whether thery actually looked at the reported WiFi issue and whether they found a problem or not. 

On the Fathom that I have here I can stay attached to my access point without problems.  If I loose power on the phone, it will reattach when I reboot without needing my password.  Same for just cycling power, when it comes back up it reattaches to o ur secure network.  Do you think there could be a setting on your Access point that requires the password each time it connects?

I can try and track the repair on this end I know the day and time it was recieved, I can see if there are any additional notes that might shed some light on what was looked at.  Let me see if I can find it.

Update:
Sep 8 Also noticed I wasn't able to get data connections on the phone anymore-- this is the very same phone that I had sent to LG and they had sent me back-- what could have broken while they attempted to fix it?
Sep 9 Thinking it was some type of config issue, I did a factory reset to no avail.  I took the phone to a Verizon Wireless store where the tech wasn't even able to get data going on it and said they'd overnight me a replacement so I wouldn't have to go without a phone and that I should bring the phones back when received.  That it was a Thursday evening meant it would ship out on Friday for receipt on Monday 9/13.
Sep 13 Received replacement phone which was a Certified Like-New Replacement.  I took it into Verizon where they swapped the SIM, battery and stylus from old phone to replacement and activated the replacement.  Wifi seems to be working ok so far on the replacement, but time will tell.  Brought it home and tried to update the software on the replacement to v5 to get the threaded SMS, but it is not working.

In attempting to update to v5, I get to where my replacement phone is now showing:
"Downloading... Do not unplug!"
And in the Cyon Phone Update window on the desktop I see the following at the Analysis phase:
"Model not supporting S/W Update
Help
Select the Contact button to contact for LG Mobile Phone Software Update online."

Clicking on Contact takes me to:
http://www.lg.com/us/mobile-phones/mobile-support/mobile-lg-mobile-phone-support.jsp
 

Regarding your previous post,

A. I know there was no problem with my AP as

1) other phones and WiFi devices work fine on it and have for a few years

2) the defective Fathom would periodically forget the WEP or WPA keys for other networks

B. If you want to pursue investigating the original defective phone with Customer Service,

1) my original inquiry on Aug 22 states the following:

"WPA or WEP keys for current networks forgotten once screen goes off.  Sometimes phone can reassociate if powered off and then on.  Constantlyh alerted for available SSIDs even available network notification is disabled.  Applications such as Bing can't locate me by GPS unless I turn off wifi and soft boot the phone.  Tried factory reset many times and unable to resolve these problems which have been going on from day one.  Upgraded to vs750v5 now and problems still persist."

2) The Customer Service rep generated the RA (I can post the RA# here or email it if an email address is provided) on Aug 23 and ceased any communication after, including request for confirmation of receipt of the phone.

3) With respect to the vagueness of the repair details provided by LG, as I previously mentioned, the only repair detail printed on the Repair Information page only states the following:

"Symptom/Cause 1. No/Low outgoing Voice" and "Repair/Replacement Ear Jack".

Posted by vprasad on 14 Sep 2010 01:20 AM:

 

Update:
Sep 8 Also noticed I wasn't able to get data connections on the phone anymore-- this is the very same phone that I had sent to LG and they had sent me back-- what could have broken while they attempted to fix it?
Sep 9 Thinking it was some type of config issue, I did a factory reset to no avail.  I took the phone to a Verizon Wireless store where the tech wasn't even able to get data going on it and said they'd overnight me a replacement so I wouldn't have to go without a phone and that I should bring the phones back when received.  That it was a Thursday evening meant it would ship out on Friday for receipt on Monday 9/13.
Sep 13 Received replacement phone which was a Certified Like-New Replacement.  I took it into Verizon where they swapped the SIM, battery and stylus from old phone to replacement and activated the replacement.  Wifi seems to be working ok so far on the replacement, but time will tell.  Brought it home and tried to update the software on the replacement to v5 to get the threaded SMS, but it is not working.

In attempting to update to v5, I get to where my replacement phone is now showing:
"Downloading... Do not unplug!"
And in the Cyon Phone Update window on the desktop I see the following at the Analysis phase:
"Model not supporting S/W Update
Help
Select the Contact button to contact for LG Mobile Phone Software Update online."

Clicking on Contact takes me to:
http://www.lg.com/us/mobile-phones/mobile-support/mobile-lg-mobile-phone-support.jsp
 

Regarding your previous post,

A. I know there was no problem with my AP as

1) other phones and WiFi devices work fine on it and have for a few years

2) the defective Fathom would periodically forget the WEP or WPA keys for other networks

B. If you want to pursue investigating the original defective phone with Customer Service,

1) my original inquiry on Aug 22 states the following:

"WPA or WEP keys for current networks forgotten once screen goes off.  Sometimes phone can reassociate if powered off and then on.  Constantlyh alerted for available SSIDs even available network notification is disabled.  Applications such as Bing can't locate me by GPS unless I turn off wifi and soft boot the phone.  Tried factory reset many times and unable to resolve these problems which have been going on from day one.  Upgraded to vs750v5 now and problems still persist."

2) The Customer Service rep generated the RA (I can post the RA# here or email it if an email address is provided) on Aug 23 and ceased any communication after, including request for confirmation of receipt of the phone.

3) With respect to the vagueness of the repair details provided by LG, as I previously mentioned, the only repair detail printed on the Repair Information page only states the following:

"Symptom/Cause 1. No/Low outgoing Voice" and "Repair/Replacement Ear Jack".

Yes, if you will Email me at webmaster@lgforum.com...  Give me your Return Authorization number and I should be able to get it tracked down.

* According to the notes, your Fathom was updated to Ver5 at the Repair facility, that's why the Update utility won't update it.  The Update utility is a Work in progress and I have seen it report this error when a device is already at the current level.

So your complaints are:

1. Vauge Notes from support and Failure to respond to your inquiries...  Would like to know what was actually repaired on the phone concerning WiFi...
2. Threaded SMS is Not working with the Ver 5 Update?
3. LG Update utility reporting the Wrong Error message when you tried to update to your current Firmware ver.
4. SSID Alerts when Network notification tuned off
5. GPS not working with BING with WiFi on..  Need to reboot.

What am I missing?

Let me know ASAP and I'll get on this.

My intial post above from Aug 21 before I mailed anything out to LG, "This has existed from day one when I was running Software Version VS750V4 and still persists now running VS750V5," means that yes, I was able to update the original defective phone to V5 before sending it out to LG-- so if the repair notes talk about updating to V5, then they must be updating to some even later version of V5 that apparently worsens speakerphone, touchscreen, and breaks provider's data connection-- because those worked fine before I had sent it to LG.

At this point, it's probably not worth pursuing with customer service, as
1. Verizon Wireless sent me a replacement which refuses to update from V4 to V5 (see yesterday's post or http://www.lgforum.com/forum/boards/carriers/verizon/topics/lg-update-tool-no-verizon?page=2 for more details)
2. I've returned the defective unit back to Verizon Wireless today

Posted by vprasad on 14 Sep 2010 17:54 PM:

My intial post above from Aug 21 before I mailed anything out to LG, "This has existed from day one when I was running Software Version VS750V4 and still persists now running VS750V5," means that yes, I was able to update the original defective phone to V5 before sending it out to LG-- so if the repair notes talk about updating to V5, then they must be updating to some even later version of V5 that apparently worsens speakerphone, touchscreen, and breaks provider's data connection-- because those worked fine before I had sent it to LG.

At this point, it's probably not worth pursuing with customer service, as
1. Verizon Wireless sent me a replacement which refuses to update from V4 to V5 (see yesterday's post or http://www.lgforum.com/forum/boards/carriers/verizon/topics/lg-update-tool-no-verizon?page=2 for more details)
2. I've returned the defective unit back to Verizon Wireless today

I'll pass your comments about the V5 issues on to Development

Has anyone found a solution to the "keeps forgetting WiFi associations" issue?  My phone is brand new, running VZ5, and has the same issue. It keeps forgetting that it can connect to my home WAP and keeps asking for the passcode.  It is definately getting tedious.

I also have the "I told you not to notify me again but you keep doing it" problem.

thanks,

Posted by ChiefEngr on 24 Nov 2010 04:29 AM:

Has anyone found a solution to the "keeps forgetting WiFi associations" issue?  My phone is brand new, running VZ5, and has the same issue. It keeps forgetting that it can connect to my home WAP and keeps asking for the passcode.  It is definately getting tedious.

I also have the "I told you not to notify me again but you keep doing it" problem.

thanks,

Ditto. Exact same problem.