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RobbStumpf Author

Level 1

18 points

Bluetooth Streaming Audio Problems

Hardware:

- iPhone 7 Plus

- iOS version: 10

My wife was lucky enough to get her 7 Plus on launch, unlike thousands of others (myself included). But when she is trying to stream music in her car (2011 Toyota Venza), it seems to be problematic. Audio will randomly cut out (directions, music, SIRI, etc) and the radio will change from listing the song name to "Streaming Audio" for a while.

This was also confirmed to happen on a 2006 Volkswagen Jetta and a 2013 Ford Focus. Also tested iPhone 6S Plus on iOS 9.3.5 and an iPhone 6S Plus on iOS 10 - both have zero issues on any vehicle. It appears to be localized to the 7 Plus.

Some of the original Air Pod testers reported this to be a problem, yet it doesn't appear to have been address. Kind of a funny move to make, considering it's a core usability concern of the new iPhones without a 3.5mm jack. Now, don't get me wrong, I'm all for updating standards, but compromising the functionality of the device by shipping it with this bug is a real killer.

Seems like we've got some issues with streaming audio via Bluetooth. The BT versioning from the 6S to the 7 is the same (v4.2), it's unlikely that there is any incompatibility between the tested hardware. There have also been a few reports on Reddit about this now. Anyone else having problems?

iPhone 7 Plus, iOS 10

Posted on Sep 17, 2016 1:59 PM

Top-ranking reply

RobbStumpf Author

Level 1

18 points

Posted on Jan 5, 2017 9:20 AM

I provided this to the techs weeks ago, but it seems like there was no headway. So here are the results of my trials for everyone to read:

I work in an environment where I have access to soundproof rooms. The walls are steel with padding and are about 6" thick (solid). These are "dead spots" for wireless in my building, which I surveyed and had to plan around because of the walls. I also work with deploying a lot of iOS devices, so most of my colleagues have an iPhone.

Testing environment:

I tested the area with an OptiView XG using AirMagnet Spectrum XT software. This device and software is used to measure the amount of Radio Frequency (RF) radiation in a given area to troubleshoot issues with wireless, and to help design wireless networks for large corporations. This helped me to ensure that there were no stray 2.4GHz interferers while testing, meaning that the only devices emitting 2.4GHz band RF were the "Devices" listed below (Beats Pill, Plantronics Backbeats, Braven BRV-1) and the phones.

Additionally, I tested the cars listed below in several environments with and without interferers nearby. These were less controlled, however mirrored the exact same results.

Stuttering/Skipping:

To show an example of the skipping sound that I am referring to, please take a look at this video: https://www.youtube.com/watch?v=kGHFDRVA958

Bluetooth devices tested:

Cars: 2013 Ford Focus, 2011 Toyota Venza, 2007 BMW 335i, 2006 VW Jetta
Devices: Beats Pill, Plantronics Backbeats, Braven BRV-1

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
There were two other GSM iPhone 7 Pluses that I trialed, but I don't have the model numbers in front of me to list to provide exact details. Both had issues.

As you can see, the issues are localized to the GSM models using the new Intel modems. This further solidifies the belief that there is an existing hardware issue and not a problem with software, interference, or other manufacturer's devices. I'm not sure what else I can do to troubleshoot with the Apple reps, but after spending upwards of $5000 with Apple in 2016, I can't help but to feel neglected.

View in context

41 replies

mhasan

Level 1

4 points

Oct 27, 2016 3:41 PM in response to Shawn819

I am seeing exactly the same issue with my iPhone 7 plus inside my car (a Lexus with a Pioneer NX8000 receiver for apple carPlay). Audio streaming works for about 10-15 minutes and then suddenly all quiet but the time-line continues to progress (car thinks audio still playing).

This is a major bug that Apple needs to address.

briq4

Level 1

4 points

Oct 28, 2016 8:38 AM in response to Shawn819

So I went though Apple support on the phone, they sent me to the genius bar. I had discovered on my own that putting the phone into airplane mode and only using bluetooth the connection was stable (iPhone 7 plus iOS 10.1) streams flawlessly. So the genius said well let's turn LTE onto just used for Data and see what that does, it made it even worse than when it was on voice and data. I turned LTE OFF and low and behold, perfect bluetooth connection. Apple telling you to contact Lexus on something that is obviously an issue between the bluetooth and the LTE radios is just them dropping the ball on this one. I know it ***** to be on 4G but to have bluetooth working in my 2010 Acura TSX I'm OK with it. Hope this helps.

RobbStumpf Author

Level 1

18 points

Nov 1, 2016 5:45 AM in response to RobbStumpf

42 days since my case has been opened with Apple and I haven't had any sort of contact or resolution after providing the engineers with logs of the device. I've been an iPhone and Mac user for over six years, and the lack of communication from Apple is becoming enough to make me want to move back to Android and Windows.

Becoming increasingly frustrated that I can't even get so much as the time of day. 😠

briq4

Level 1

4 points

Nov 1, 2016 6:42 AM in response to RobbStumpf

Exactly the same for me. I had one email reply then absolutely nothing. My guess is it's a hardware issue. And that's an expensive fix. Kinda of annoying to pay this much for a phone and not have it work properly and get terrible support.

RobbStumpf Author

Level 1

18 points

Nov 1, 2016 8:52 PM in response to RobbStumpf

All,

While waiting for Apple to respond, I found that disabling LTE resolves the issue. It still a huge issue and this is NOT a permanent fix, rather a temporary workaround. Still waiting an official response.

RobbStumpf Author

Level 1

18 points

Nov 2, 2016 5:36 AM in response to RobbStumpf

EDIT: disregard, back to being broken again this morning :(

briq4

Level 1

4 points

Nov 2, 2016 7:23 AM in response to RobbStumpf

Mine is still working as long as I make sure that LTE is off completely. Seems silly to have a phone this expensive that has LTE capabilities but have to have it off in order for bluetooth to work. Also still no response whatsoever from Apple Support.

Shawn819

Level 1

13 points

Nov 3, 2016 7:54 PM in response to briq4

I can also confirm that shutting LTE off fixes this. The skipping doesn't occur and starts again once it's turned back on.

Anyone exchanged their phone at Apple for a new one to see if it's specific to a few bad phones or something worse?

Shawn819

Level 1

13 points

Nov 3, 2016 7:56 PM in response to Shawn819

Also, for what it's worth, I'm using a matte black 256GB 7 Plus currently on 10.1.1.

MCXV__

Level 1

14 points

Nov 3, 2016 9:46 PM in response to RobbStumpf

I'm running the 10.2 beta on my iPhone 7 plus and still experiencing this issue. It seems like with every update big or small that comes around it just gets worst. Apple seriously needs to fix this issue instead of giving us new emojis.

RobbStumpf Author

Level 1

18 points

Nov 21, 2016 6:39 AM in response to RobbStumpf

Update: case has been open for two months now with no resolution.

Every time I talk with Apple, even the reps that I've dealt with before, it's the same runaround again. I explain the issue and that I've troubleshot it multiple times using the same steps, and then they review the case notes to find that it's true. It's always "I'll have to check with the engineers" and a promise to call me back, which never is followed through on.

Shawn819

Level 1

13 points

Nov 21, 2016 7:36 AM in response to RobbStumpf

Apple diagnostics showed no issues. They gave me a new phone at the Apple Store and the same issue persists.

briq4

Level 1

4 points

Nov 21, 2016 7:49 AM in response to RobbStumpf

My experience was a little different. After telling a genius at the Genius Bar that I had no Bluetooth problems when I was in airplane mode with just Bluetooth turned on, he suggested something to do with data. So into settings I went and turned off my LTE data. When my phone is running on 4G I have absolutely zero issues with Bluetooth connection. As soon as I turn LTE back on Bluetooth disconnects every 10 seconds.

I received a call from advance support, and they had me install a profile on my phone, which I then went out to the car while on the phone with AppleCare outreach, and when my phone would disconnect we pressed a combination of power volume up and volume down and apparently it's saved crash data of what exactly the phone was doing when the Bluetooth disconnect happened. I then uploaded a 1 GB file to them which hopefully one of the engineers will be able to figure Out what the heck is going on.

I too received a replacement phone which does exactly the same thing as my phone does. I also have a friend with an iPhone 7 Plus and his phone does exactly the same thing with dropping Bluetooth. I have not get tested it with someone with a regular iPhone 7 to see if there's any difference but I highly doubt there would be any difference. It's very frustrating to pay almost $1000 for a phone that I can't use LTE on because it makes Bluetooth not work.

The only bright sign is that the tech said it can't be an issue with the car when its phone setting changes that cause the issue. He also said that the Bluetooth radio and the cellular radio have nothing to do with each other. I think it's the same controller board and that's the issue. But what do I know. :-)

RobbStumpf Author

Level 1

18 points

Nov 21, 2016 7:52 AM in response to briq4

I also went through the same process with the engineers - but still no light on anything.

Two months of choosing between running on slow 4G or listening to music with minimal interruption. Ugh.

briq4

Level 1

4 points

Nov 30, 2016 10:02 AM in response to RobbStumpf

I'm curious, do you have an Apple Watch? I was just pondering something, I notice I have issues with the Apple Watch connection when the audio Bluetooth is dropping. So I turned off my Apple Watch. Turned LTE Back on and guess what. No streaming issues in the last 20 minutes of listening. That's a record for me.

Bluetooth Streaming Audio Problems