LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update

edwardp Mar 11, 2017 4:33 PM

Member Since: Dec 30, 2011

The latest software update to the LG K7, K33010k, has resulted in significantly reduced WiFi speeds when Bluetooth is turned on. I am attaching screenshots of the Speedtest app, showing speed results while Bluetooth is turned on and also when it is turned off. I am also attaching a screenshot showing the latest software update information.

My ISP is Comcast and I have 100Mbps service.

As I mentioned in another thread, the issues with this latest update need to be addressed by T-Mobile and LG.

Here's the proof:

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Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update

tmo_chris Mar 18, 2017 9:02 AM (in response to edwardp)

Member Since: Nov 19, 2011
Well then..... the proof sure is in the pudding here. Pun intended, that is just bananas! I can honestly say in the 12 years I have worked for T-Mobile I have never seen Bluetooth mess with a Wi-Fi connection like this. I am going to reach out to our LG contact to see if we can get some insight as to what is happening here. Do you know if your router is transmitting on a 2.4 GHz or 5.0 GHz frequency? I only ask because it sounds like this could be some sort of interference as Bluetooth operates between 2.402 GHz and 2.480 GHz. I know some routers offer channel band selection options (usually between 1 - 11) so if you are using a 2.4 GHz router, it might be worth adjusting the channel band to something on either side of the spectrum like 1 or 11 as it will alter the frequency ever so slightly and may keep the Bluetooth and Wi-Fi from fighting. Also, not sure if you were microwaving some delicious burritos during these tests but if so, we may want to switch to a toaster oven for the next tests haha.
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- Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
  
  edwardp Mar 18, 2017 10:42 AM (in response to tmo_chris)
  
  Member Since: Dec 30, 2011
  
  The router is using the 2.4Ghz band and it's the Asus/T-Mobile Personal CellSpot router.
  
  Every Android phone I've used over the years, did not support 5Ghz, the LG K7 does not. As I have nothing using 5GHz, I turned that feature off.
  
  I have repeated the same speed tests with the router being on channels 1, 6 and 11 (it previously was using channel 4 when I first discovered the problem), with the exact same results as above - considerably decreased speeds when Bluetooth and WiFi are both on. I also changed the channel bandwidth setting in the router (20, 40, 20/40) and repeated the same speed tests, again with the same results.
  
  So the channel being used and channel bandwidth, has no effect on the problem.
  
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  - Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
    
    tmo_chris Mar 18, 2017 10:45 AM (in response to edwardp)
    
    Member Since: Nov 19, 2011
    
    So we are sure it wasn't the microwaving burritos? Thanks so much for trying that! I'll get back with you as soon as I hear back from my LG contact.
    
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    - Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
      
      edwardp Mar 18, 2017 10:49 AM (in response to tmo_chris)
      
      Member Since: Dec 30, 2011
      
      Thank you.
      
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Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update

edwardp May 10, 2017 4:55 PM (in response to edwardp)

Member Since: Dec 30, 2011
No response from your LG contact and the answer is marked correct? Give me a break!

The latest update to the phone did not fix this problem, nor did it fix the issue with Bluetooth not pairing each time.

I strongly recommend the staff NOT mark an answer as 'correct' until you hear back from the customer. We pay for this service and in case isn't obvious, the customers also pay your salaries.
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- Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
  
  tmo_chris May 11, 2017 7:55 AM (in response to edwardp)
  
  Member Since: Nov 19, 2011
  
  I am still with you. I am very sorry that this is taking longer than expected I just reached out to my contact again to see if we have any updates on this. You have been super patient in all of this and I greatly appreciate it.
  
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Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update

tmo_chris May 11, 2017 9:27 AM (in response to edwardp)

Member Since: Nov 19, 2011
So I got a reply back from our LG content owner and he worked directly with LG on this issue. At this time, this is not an issue that they are seeing with the latest update and there is no quick fix for this from their side or T-Mobile side.

If you are still having this issue and it is occurring on multiple Wi-Fi networks, then the issue is with the device itself. If you have already tried resetting the phone to the factory defaults and are still having this issue, then the problem is with the hardware and we will need to look into your replacement options which you can do with our technical care team whenever you have some spare time.
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- Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
  
  edwardp May 11, 2017 4:26 PM (in response to tmo_chris)
  
  Member Since: Dec 30, 2011
  
  I just called T-Mobile Technical Support, they have submitted an order for a replacement phone and said it would be the same model, the warranty expires December 2017. Initially, I was told that they would be e-mailing me a prepaid return label to ship back the current phone, but in the e-mail that was actually received, it said return instructions would be included with the replacement phone, so it sounds like they're shipping the replacement phone first.
  
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- Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
  
  edwardp May 11, 2017 4:53 PM (in response to tmo_chris)
  
  Member Since: Dec 30, 2011
  
  I've since received another e-mail from T-Mobile, with the UPS prepaid label.
  
  I now have two different sets of return instructions. Should I wait until the replacement phone arrives first, before sending the defective phone back, or do I send it back now?
  
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  - Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
    
    tmo_chris May 12, 2017 7:48 AM (in response to edwardp)
    
    Member Since: Nov 19, 2011
    
    Hmmm, this is a bit odd. Do you have a prepaid or postpaid account with us?
    
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    - Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
      
      edwardp May 12, 2017 7:51 AM (in response to tmo_chris)
      
      Member Since: Dec 30, 2011
      
      It's a prepaid account.
      
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      - Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
        
        tmo_chris May 12, 2017 8:16 AM (in response to edwardp)
        
        Member Since: Nov 19, 2011
        
        Ahh okay, in that case, you will be doing a post exchange where you sent us the phone first and then we send you out a replacement. You can use the label we sent you to send the device back to us and we will send out the new phone as soon as we receive the faulty one.
        
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        Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
        
        edwardp May 27, 2017 7:26 AM (in response to tmo_chris)
        
        Member Since: Dec 30, 2011
        
        The replacement phone arrived on Thursday. The first thing I tested was Bluetooth. I paired both a generic earpiece and a set of LG Tone headphones. Both Bluetooth devices have (so far) paired with the phone successfully, each time.
        
        Today, I tested the WiFi speeds with Bluetooth off and on. Using testmy.net in the web browser (Chrome), the test results displayed similar fast download speeds with Bluetooth off and on, the download speeds were 45 to 48Mbps. It was not in the single digits like the previous phone when Bluetooth was on.
        
        So it appears, that there were indeed issues, most likely the radios, with the original K7.
        
        Thank you for the assistance.
        
        Ed
        
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        Re: LG K7 WiFi speeds drop 90% when Bluetooth is turned on - after latest software update
        
        tmo_chris May 27, 2017 8:28 AM (in response to edwardp)
        
        Member Since: Nov 19, 2011
        
        I am so glad to hear this edwardp! Thanks for the update.
        
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