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cyberent's profile

Tutor

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6 Messages

Sat, Jan 7, 2017 9:08 PM

Apple Iphone 7+ Bluetooth Stuttering Issues still after almost 4 months

It has now been 113 days since I opened my first case with AT&T and Apple about the bluetooth stuttering. After a lot of testing on all Iphone 7's the  Iphone 7+ AT&T Model A1784 is defective. There are tens of thousands, if not millions of users with this issue and it effects many bluetooth devices. The largest Apple Discussion forum on this post can be found here: https://discussions.apple.com/message/31092438?ac_cid=tw123456#31092438 . The issues is most often noticed in vehicles because it seems to be some kind of interference between the cellular service and bluetooth. Thus when you are using LTE for cellular data, and the signal is strong (more than 3 bars or higher), the audio will "stutter". Thus the stuttering will only occur, or occur more frequently, when you are close to a cell tower. If you read through the posts on that thread you will see the amount of frustration that issue is causing and how Apple is refusing to acknowledge the issue. I personally have a case open with Apple for 113 days, I've had my phone replaced twice, I've had my iphone restored back to factory 3 times, I've spent 2 hours with AT&T business support, 3 1/2 hours with Apple support on 3 different calls, 4 hours replacing and restoring the 2 new Iphone 7+'s that have been given to me at the Genius bar, and another 2 hours at Lexus, who just like Ford, Nissan, Toyota, Mazda, BMW and several other car manufactures all still do not list the iphone 7 as being compatible with any of their vehicles almost 4 months after the first Iphone 7+ was shipped. Additionally Apple's developers had myself and many others install a bluetooth error signing app on our phones of which I've uploaded 40GB of error logs over the last 3 months and still there is no fix. The conclusion is that that the A1784 has major hardware issue with the Iphone 7 A1784 and Apple really needs to step up and admit there is a hardware issue and replace these phones. I'm extremely frustrated with both Apple & AT&T's for not addressing this issue and allowing this defective device to be recalled and replaced for a different model. I'm unable to make calls on my 2016 Lexus using handsfree calling because during the call the phone keeps cutting in and out. The only work around is shutting off LTE service on the phone.  This is not a solution this a hack. I pay extra for LTE service and I should be able to use my LTE without disabling it. Since the release of the Apple AirBuds the same issue is being reported by product reviewers and users all over the internet. It's my feeling that the since the issue most frequently occurs when the phone is in close to a cell tower, that it was not until the Airbuds were released that many users, outside of those using bluetooth in their vehicle, have connected and used a bluetooh device when  they were not connected for data through LTE service.

My calls to AT&T support have proven to me that AT&T is aware (as they told me they were) and has been aware of this issue since the first phones were shipped but here we are almost 4 months later and there is no solution. AT&T needs to put pressure on Apple and publically announce that there is an issue so that we can force Apple to replace these deffective phones with new models.

 

Here is video of the issue happening:

https://youtu.be/kGHFDRVA958


Here is is the current testing analysis:

 

iPhones tested:

iPhone 6s - No problems
iPhone 6s Plus - No problems
iPhone 7 Plus (AT&T, A1784) - Stuttering
iPhone 7 Plus (AT&T, A1784) - Stuttering
iPhone 7 Plus (AT&T, A1784) - Stuttering
iPhone 7 Plus (T-Mobile, A1784) - Stuttering
iPhone 7 Plus (Sprint, A1661) - No problems
iPhone 7 (Verizon, A1660) - No problems
iPhone 7 Plus (Verizon, A1661) - No problems
iPhone 7 Plus (Verizon, A1661) - No problems

 

Here are more forums:

https://www.reddit.com/r/iphone/comments/5lm6i3/iphone_7_bluetooth_audio_drop_problem_my

https://www.reddit.com/r/apple/comments/5k88p9/airpods_audio_skipping/

https://discussions.apple.com/message/31092438?ac_cid=tw123456#31092438

ATTHelp

Community Support

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172.8K Messages

5 y ago

Hello @cyberent!

 

Thank you very much for your thorough research and information regarding this Bluetooth connectivity issue! I have experience with this problem myself, and understand how frustrating this can be.

 

With this being a new phone and a relatively new car, the technologies do not appear to be compatible just yet. Normally, in situations such as these, the manufacturer works diligently to issue an update which will correct the problem.

 

Please let us know if you have any further questions!

 

Jordan, AT&T Community Specialist

Tutor

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10 Messages

5 y ago

Go to the following forum. I have a 2011 Ford Explorer and a 2013 Ford Edge, and experience the same problem. This is widespread. AT&T must do something to get Apple to acknowledge and replace. https://discussions.apple.com/message/31275074?start=620&tstart=0
ATTHelp

Community Support

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172.8K Messages

5 y ago

Hey @Juanlo!

 

I am sorry to hear you have been having the same issues with your Ford vehicles and the iPhone 7.  We are definitely researching the issue on our end, and any additional information helps get this figured out.

 

Thank you so much for reaching out!

 

Jordan, AT&T Community Specialist

Tutor

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10 Messages

5 y ago

Thank you for your note. I'm experiencing intermittent bluetooth connection when making or receiving calls in my car. The calls go from bluetooth to the phone and then return to bluetooth. It is very hard to hold a conversation while driving. I have held chats and calls with your representatives, but the only alternative I was given is an exchange for the same model, which did not solve the issue, as the replacement A1487 has the same problems. I was referred to Apple and they have an open case. No sollution yet on sight. I feel like the burden of proof is on the customer, yet I have been a loyal paying customer for many years.
ATTHelp

Community Support

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172.8K Messages

5 y ago

Hello @Juanlo!

 

Thank you for reaching back out to us! I would love to assist with this Bluetooth issue.

 

I would recommend trying to delete your phone’s profile from the car, and then try re-syncing again. This will help to refresh the connection between the two devices. You can also try disabling the LTE services in this device when you wish to use the Bluetooth with your vehicle. Performing this troubleshooting step may resolve the issue for you. Please let us know if this does not work!

 

I hope this information helps!

 

Jordan, AT&T Community Specialist

Tutor

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6 Messages

5 y ago

The issue is the iPhone 7+ AT&T phone model (A1784). Subscribe and read this Apple forum Iphone7 Bluetooth Issue and you will see that that users who replaced their phones with the unlocked version (A1661) which has the better made Quailcomm modem are no longer experiencing the Bluetooth & stuttering issues.


Tutor

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10 Messages

5 y ago

Jordan,

Thank you for your prompt reaponse. I have tried all that several times. I did a complete reset to Factory Specs and then downloaded my photos and other data feom the cloud. You replaced the unit and again I tried several resets, pairing deleting the iphone from the car, disconnecting the car battery, turned-off auto download for contacts, etc. Went to my friends at the Ford Dealer to confirm that I have the latest firmware on both my car and my wife's car. The only fix for now is call forwarding to my office iphone 6S with Sprint, but on weekends I'm stuck with jo bluetooth or then have to carry both phones. Not cool!

Thank you for your help! I hear the other unlocked model (I think it is the A1661) dies jot have this type of problems. Is that correct?

Tutor

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10 Messages

5 y ago

Sorry I meant No bluetooth on personal phone on weekends and I heard A1661 does not have this sort of problems. Can you confirm?

Tutor

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10 Messages

5 y ago

To Cyberent: Yes I read the posting. tnx. To AT&T: Can we try this alternative as a replacement?

Tutor

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6 Messages

5 y ago

I personally have spent 10 hours at least troubleshooting this issue with AT&T business support as well as 4 calls to Apple support. Just like the hundreds of reports on this issue all over the internet (probably 10's of millions of users that don't even know they have a problem yet because they haven't used the bluetooth and traveled while connected to LTE service), all of the basichave been tried including, completely wiping the phone back to default using iTunes (3 times now) - Apple support had me install a special bluetooth error logging application which I have upload them 30 GB of data over the last 4 months, - of course we have tried clearing all bluetooth devices from car and re-repairing at least 6 times. I have spoken to Lexus senior technical support and they still advise that the iPhone 7 and 7+ is not officially compatible with any iPhone 7 device. The only hack that works for everyone with this problem on cars and with AirPods is to disable LTE service. This is not an acceptable solution unless AT&T is going to to cut my monthly rate for not being able to deliver the LTE service for a device they are selling. I'm unable to conduct business using my AT&T service while in my vehicle using hands free calling which is a disruption to my business, and a huge safety issue. There is a also a law that is being referenced over and over called the Magnuson Moss Warranty Act, which requires manufacturers to follow a specific set of guidelines alongside their offered warranty. It specifically states that a defective product must be remedied "within a reasonable time and without charge". Four months is more than reasonable amount of time, and as a result, Apple and/or AT&T must offer a refund or replacement, else they are in breach of warranty. The device is defective. Apple knows, AT&T knows it and AT&T needs to do something to pressure Apple to do something. This is unacceptable.




ATTHelp

Community Support

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172.8K Messages

5 y ago

Hello again @Juanlo!

 

Thank you so much for reaching back out us! I am glad you have been so thorough with your troubleshooting.

 

As for the unlocked phone, it may not have the Bluetooth issue. An unlocked phone may not be compatible with all AT&T services however, as some features need the network lock for functionality.

 

I hope this information helps, and have a great rest of your day!

 

Jordan, AT&T Community Specialist

Tutor

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10 Messages

5 y ago

Jordan,

Thank you!

Do you know if a fix is on the works? It is said that there is an open matter at Apple to deal with this issue.

Regards,

Contributor

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1 Message

5 y ago

I'm having exact the same bluetooth issue with my 2011 Infiniti (Iphone 7+ A1784). I'm with AT&T Next plan. As cyberent@ pointed out, this is affecting tons of AT&T users. If you do care, you shouldn't have Apple's ignorance affect your own image. You will lose trust, and users.

 

What you need to do is -

 

a. Announce to the public this is a known issue. Face it and make it clear.

b. Stop selling A1784 until Apple fixes the issue. Stop bleeding.

c. Work with Apple to come up with a replacement/refund plan to the existing A1784 holders. Earn trust.

 

Do not wait till this one day explodes in public media. You'll lose trust, business and your customers.

 

Take proactive steps to make it right.

Tutor

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4 Messages

5 y ago

my experience is identical to Cyberent's with multiple wipes/restores/phone replacements and time lost with techs. Not to mention the damage it is doing my business by not being able to communicate while in the car. This is a safety issue - fix it now Apple. ATT insist on it!

People playing with their sporadically working phones while trying to simply answer a call is a major safety issue! I have a 128gb 7 plus, this is not a cheap phone, I have been a business customer since cingular and have 10 plus IOS cellular devices. Apple should be ashamed of themselves. Own up to the problem, issue a plan to solve and stop worrying about profits, instead worry about customer satisfaction and safety!

Tutor

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10 Messages

5 y ago

Jordan,

On the Apple Forum there are users reporting that the 10.3 beta 1 fixes the Bluetooth connectivity issue. Do you have any reports that confirm this.

Regards,
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