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Talked To Apple Tech Support

6235 Views 22 Replies Latest reply: Apr 16, 2010 12:46 PM by Merged Content 1 RSS
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LocalGuy217 Calculating status...
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Apr 9, 2010 10:58 AM
Talked to an Apple Tech about my Wifi issues and got a case number. Here is what was said:

1. They hear these issues a lot

2. First suggestion was to turn off WiFi, and power down and reboot, then try again. I had already done this more than once, it didn’t help.

3. We talked about router brands, but that didn’t seem a big factor. Based on his comments it sounds like they see more problems with secure networks than with open ones, but that’s just my reading between the lines. My issue is with open networks that are not close at hand (in distance).

4. Next suggestion was to try a few other open network locations. I had done this and McDonalds and a local credit union worked ok. However at my friends house, which is linksys based, it either fails to see the network or connects for only a few seconds at a time.

5. Test the same problem locations with my iPhone to see whether it can connect or not at places where the iPad cannot but the laptop can.

6. Try a system restore to see if that helps. He claimed that 30% to 40% of the units they get back for Wifi issues work correctly after a system restore. No clue as to how valid these numbers are, but that is what he said.

7. Call back if none of these worked and they would see about either a replacement or some other options.

I’m doing the restore now. It will be Sunday before I can test again at my friends house which is where the WiFi issue first surfaced. I’ll repost then on what happens.


Message was edited by: LocalGuy217
Mini Mac, iPhone 3GS 32 GB, iPad 4GB, XP (3), W7, Vista, NT4 (2), iPod (3), Windows XP Pro, Software developer for Windows and iPhone/iPad/Droid
  • FrankPalmer Calculating status...
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    Apr 9, 2010 11:04 AM (in response to LocalGuy217)
    Did a full restore this morning, did not work for me.
  • Krispo Calculating status...
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    Apr 9, 2010 1:34 PM (in response to LocalGuy217)
    Did a full restore and haven't seen a dip in the antenna yet. Who knows maybe it helped.
    macbook and imac, Mac OS X (10.5.4)
  • Teknology Calculating status...
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    Apr 12, 2010 1:00 AM (in response to FrankPalmer)
    Did a restore.

    I then decided to set up a genius bar appointment to see if they could help.

    After various discussions about how my iPhone Nor iMac in the same location are NOT losing connectivity they decided to replace the unit.

    I brought it home and the same thing is happening with this device.

    I have had similar occurrences on both secure and unsecured networks.
    15 inchMBP, 27inch iMac, iPad, iPhone 3GS, iPhone OS 3.1.3
  • John Scott1 Level 2 Level 2 (300 points)
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    Apr 12, 2010 5:05 AM (in response to Teknology)
    I think because not everyone is having a issue that this is ether a assembly issue with the iPad or a hardware defective issue. I cannot say for sure but why these issues are not caught before release is probably due to the fact that I suspect Apple loyalists usually test these products on Apple networks.
    Such as Airport Extremes and such. I just wonder how many third party routers actually the iPad gets tested on. Certainly in the past I have had issue with my iPod Touch and some routers. I suspect that their is incompatibility with some third party router chipsets. This could be a firmware issue or it could be hardware. One reason I believe this is that the same iPad can connect just fine on some networks and not connect on others.
    Mac Mini 2009, Mac OS X (10.6.3)
  • Teknology Level 1 Level 1 (0 points)
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    Apr 12, 2010 11:05 AM (in response to John Scott1)
    I actually was previously on a D-Link router that was a few years old with the newest firmware.

    I then replaced the router with a new Airport and the issue is still persisting.

    This makes me believe that it is not a router issue.
    15 inchMBP, 27inch iMac, iPad, iPhone 3GS, iPhone OS 3.1.3
  • nike+runner Level 1 Level 1 (65 points)
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    Apr 12, 2010 11:45 AM (in response to Teknology)
    What kind of access point are you using?
    MacBook Pro, Mac OS X (10.6.3), iPhone 3Gs, iPad, 10.4.8 G5 Tower
  • jsciullo Calculating status...
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    Apr 12, 2010 12:14 PM (in response to LocalGuy217)
    Im sorry to hear so many having issues. Mine works fine. FWIW I have a Cisco (Linksys WRT610N V1) router and connect via wireless "N". What you might want to try is to temparily remove security from your router and reboot the router. See if you can conect and stay connected. Also, is anyone tracking if they are having any issues with a specific router or mfg?

    iMac 24 w/3.06 gHz, Mac OS X (10.6.2), iTouch 2nd Gen / iPhone 3GS
  • jpeffall Calculating status...
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    Apr 12, 2010 1:01 PM (in response to LocalGuy217)
    I got so frustrated with the iPAD I returned it figuring that if it was a hardware issue the fix would be a long time coming. I was in an Apple store today and asked "When do you think Apple will solve the wifi problem with the iPAD? Their answer "What problem?" So instead of thinking of repurchasing in a couple weeks once the problem is fixed I've concluded that Apple is in serious's not OUR problem it's the router. Who ever heard of spending $700 or so on a new piece of electronics and go to technical blogs to solve its problem. Since my router is new and state of the art and I have no problems with anything else (including my iTouch) how can I possibly believe Apple? Inconsistent connection, no conncetion after being asleep, forgets the security codes but won't accept it when correctly entered, I have decided to put off rebuying the iPAD indefinitely!!!!!
    Dell Inspiron 531, Windows Vista
  • fiosron Level 1 Level 1 (25 points)
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    Apr 12, 2010 1:57 PM (in response to FrankPalmer)
    Did NOT work for me either..
    I've tried everything I can, and I hate to give it back, but if it's going to be a non-stop problem, I don't want to keep an 800 plus dollar toy that doesn't work correctly. (including all the little apurtenants thereto, such as a dock, case, extra charger, and more.. for those who will question the price paid)
    macbook pro 15in, Mac OS X (10.6.2), 2.66 Core 2 Duo , 4 gig 1067 DDR3
  • UncleMarsellus Calculating status...
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    Apr 12, 2010 2:15 PM (in response to jpeffall)
    I'm one of the lucky ones with an iPad that works fine. I could understand the standard Genius response in a store because surely more are going out with no problems than with. Problems always seem bigger here on the boards than they may be statistically in the population at large.

    However, for those of you that do have the problem, the response from Apple shouldn't surprise you either. Historically, they always either downplay or deny problems with products until they're fixed (and that isn't unusual in the industry). Just in the last 2 or 3 years, there have been problems with graphics in iMacs, issues with MacBooks, iPhones and so on. It's just a matter of being patient enough to sit through the company rhetoric and wait for the fix.
    24" Aluminum iMac, Mac OS X (10.6.3)
  • denniscar Calculating status...
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    Apr 12, 2010 5:59 PM (in response to LocalGuy217)
    I've had a little of everything... I just went out and purchased an Airport Extreme over the weekend to replace the Linksys router in my house and now I'm having weak signal issues on the second floor of the house. I'm also having connection and dropped signal issues when I use a Sprint MiFi to connect at the office.

    I agree that this will probably be a wait and see game for a week or two.

    But even with the hassles, I still love my iPad!
    Mac OS X (10.5.8)
  • jshetley Level 1 Level 1 (10 points)
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    Apr 12, 2010 7:01 PM (in response to denniscar)
    I feel so bad for the people that are having troubles, but it is hard to believe it is all these routers. In the last week I have connected to open and secured networks all over town and have never had a problem with any of them. I don't think I was just lucky to get all the right routers with the latest firmware on them! Surely it seems logical to conclude that my iPad is working as intended and these other iPads with connection issues have a problem. Hopefully getting a replacement unit will fix your problem if you are having one. There are some units that are working without wifi problems - probably lots of them.
    imac 27" i5, Mac OS X (10.6.2), IPad
  • ccMacUser99 Level 1 Level 1 (0 points)
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    Apr 12, 2010 7:19 PM (in response to denniscar)
    Hi all: i have wifi connection problems with my new iPad 32GB.

    To start, it connects fine, works for 10-15 minutes then if it goes to sleep, then wakes, it forgets the network, and/ or the WEP key. i have a new Verizon wireless router and FIOS network. i am sitting two feet away from the router antenna. I have a macbook, iphone, ipod touch and all of these Apple devices work on the wifi network- never any problems for over a year with these Apple devices. My question is, what is different about the iPad? Is it a hardware or software issue?

    Verizon has locked down the router; i can't change the router settings. Anyway, I want to bring the iPad out to location N (Starbucks, wherever)- who knows if these places have configured their routers to be compatible with the iPad wifi problem?

    I tried a reset of the iPad, and tried Forget Network, and reestablish connection, but no luck. i even erased the iPad and rebuilt, with the result being the same wifi connectivity problem.

    I spoke with Apple Support and no one seems to know what the problem is. I went to my local Apple store and got a replacement iPad- but the replacement iPad has the same wifi connection problems.

    My second question is, should I return the iPad and wait until these devices are fixed? Or if I keep it, then time is running out on the warranty... and if the wifi connectivity problem turns out to be a hardware issue, I don't know if Apple would fix it out of warranty...

    Very Concerned.

    It took $600 to be an Early Adopter, and now all my gloating about my new iPad seems foolish.
    Macbook Pro, mac everything
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