Q: Connects to WiFi but does not use it?

I've never seen an issue like this before. WiFi works, but its giving preference to LTE. It shouldn't do that. Have you tried using a different WiFi network?

I see that you have TTY enabled on the phone. I don't think that has anything to do with it, and I've tried enabling TTY on my phone, and it doesn't reproduce your issue. The setting for TTY is in Settings/Phone.

I think you need to contact Apple's Enterprise Services support.

edmuseer wrote:

 

When I turn off cellular data, the fan icon shows up in the top left as well as the cellular provider.

Wait a minute - you said when you turn the cellular data off - the fan icon shows up??!!

Can any of your users browse the internet or stream music (presuming it is allowed) in that state?

An interesting discussing. I'm sure other are more knowledgable then myself but are iPhones more sensitive to interference from other frequencies like bluetooth or other nearby routers? You said you were in an office environment so I'm just throwing this out there for thought. Would changing channels on the router make any difference? Lawrence?

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edmuseer wrote:

 

But the cellular provider and signal indicator are still present in the top left too.

That is normal. Turning off cellular data only affects data. It does not affect voice and text services. The phone will still get and make calls, and can send and receive SMS (but not MMS). So it is relevant to show the carrier and signal strength.

If you want to try with all cellular services off put the phone in Airplane mode. You can then reënable WiFi and have a phone that will do WiFi only.

It's worth trying pogster's idea. Also, seeing if WiFi signal strength matters - try getting right next to an access point.

Something else that just occurred to me - do the phones have MS Exchange accounts on them? If so did you install an enterprise security policy on the phones, or enable VPN? Some of the settings may force the phone to use LTE over WiFi for security reasons. You can check by going to Settings/General an scrolling to the bottom. If there's a security policy installed it will appear as a Profile below the Reset selection.

Here's information on Enterprise support. http://www.apple.com/support/enterprise/

I don't know if they can provide help without a contract, but it's worth asking. Also, are you using this: https://itunes.apple.com/us/app/apple-configurator/id434433123?mt=12

I'd like to summarize what we know so far. Please add or correct anything I've missed:

• The phones are being assigned a valid IP address
• It's a central router supplying DHCP services with remote access points
• If cellular data is turned off on the phone WiFi works
• If Cellular data is on then the WiFi "fan" is not displayed, instead the cellular data (e.g. LTE) is displayed
• The problem occurs only in the office environment, and does not occur with other WiFi networks
• The problem does not occur with Android phones

Things that have not been addressed yet:

• Is a valid DNS being assigned? Can you try manually adding a public DNS to what's there (such as 8.8.8.8, Google's public)
• Is the subnet mask correct?
• Is the router address correct?
• Have you tried tapping Renew Lease?
• Even though the "fan" is not displayed is the phone using WiFi data?

I've posted a request for help in a private forum for regular contributors. Let's see if any associates have an insight.

Lawrence

If any component of the router information viz. subnet mask or gateway were somehow to be incorrect - the EU would not be able to access the internet would they?

edmuseer wrote:

 

If Pogster is correct, then why do I not have any trouble with Android phones or Laptops?

I don't know. The suggestion was to give it a try.