Phone dying with high battery

mel123

So ive recently got a new (second hand new) iPhone 6s and today is the third time i went to pick it up and use it and it just died on me. It was on circa 42% but when it died it told me that it needed to be charged (you know when you press a button and you can see the icon to charge it).
This also used to happen with my iPhone 4.
Ive gone online and read a few articles but got nothing concrete as to why this happens. Its very annoying especially when you need your phone. The minute I plug it back in the charge is back to what it died at, so it wasnt down to 1% when it died. It seems to be a common enough problem, but no solution or answer to it.
Anyone shed any light?

godtabh

This has been happening to my wifes work iPhone 6. Thing is she has her own iPhone 6 bought around the same time (before she knew she was getting a work phone. Typical!) and it doesnt have that issue.

Kimbot

Depending on the age and how much it was already used the battery might just need to be replaced.

Sad Professor

Faulty battery. I had the same problem with my 6s. I've heard so many reports of this from 6s users I reckon there's a bad batch of batteries out there.

If it's within warranty set up a send-in repair with Apple. And even if it's out of warranty, go through Apple.

Cianmcliam

I have this with an iPhone 6, happens more often after using the camera. Could be over 40% but will not turn on until it is plugged in. Has anyone replaced an iPhone 6 battery themselves?

Mimikyu

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Sad Professor

Captain Morgan wrote: »

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Send the phone in and get it replaced. It's almost certainly a battery problem, so a software update won't fix it. My battery life had grown noticeably worse in addition to the random shutdowns, which were also starting to happen at higher battery percentages. I've experienced similar issues with older iPhones when the battery is on its way out. But that's usually after 2 or 3 years when the battery is nearing the end of its life. These batteries are obviously faulty.

Mimikyu

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Sad Professor

Captain Morgan wrote: »

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You don't have to talk to support. You can go straight to setting up a send-in repair on the support site without having to talk to anyone. Explain the problem in the box and that it happens randomly but frequently enough to be a problem and that you did what support asked and it didn't work.

They told me to restore as well. I had restored via iTunes already and they said to restore via iCloud or something because that might make a difference. And there was an update yesterday that might fix it etc etc. I just said yeah whatever and set up a send-in repair a week later.

mel123

Sad Professor wrote: »

You don't have to talk to support. You can go straight to setting up a send-in repair on the support site without having to talk to anyone. Explain the problem in the box and that it happens randomly but frequently enough to be a problem and that you did what support asked and it didn't work.

They told me to restore as well. I had restored via iTunes already and they said to restore via iCloud or something because that might make a difference. And there was an update yesterday that might fix it etc etc. I just said yeah whatever and set up a send-in repair a week later.

Was your phone in warranty? Mine is out of warranty.

Sad Professor

mel123 wrote: »

Was your phone in warranty? Mine is out of warranty.

Yeah, mine was in warranty.

If the phone was purchased from Apple ask for a repair under consumer law. If not you'll have to bring it back to where it was originally purchased - most Irish retailers will play dumb about consumer rights so you might have to write a letter to the company's legal department citing the Sale of Goods Act, etc, and threatening the small claims court if they don't reply. Alternatively you can avail of Apple's battery replacement service for 90 euro.

WillyWonka

Cianmcliam wrote: »

I have this with an iPhone 6, happens more often after using the camera. Could be over 40% but will not turn on until it is plugged in. Has anyone replaced an iPhone 6 battery themselves?

Yes. This.
Exact same problem with my 6. I've upgraded since so the I'd like to fix the issue before giving the phone to someone else.

What happens if out of warranty (as most 6 phones will be). Does the EU warranty apply?

whiterebel

WillyWonka wrote: »

Yes. This.
Exact same problem with my 6. I've upgraded since so the I'd like to fix the issue before giving the phone to someone else.

What happens if out of warranty (as most 6 phones will be). Does the EU warranty apply?

There is no "EU warranty" in Ireland. You claim under the Sale of Goods and supply of Services Act 1980. It offers more protection than the EU Directive, so we didn't implement the full thing here. You claim against the seller of the product.

mirrorwall14

So I have a 6S. Apple have run a diagnostic on it and confirmed it isn't my battery. However I bought from Three so I cannot demand a replacement from apple and I am just outside the year they offer. I have the transcript confirming its not a hardware issue and that they do not have a solution to the problem right now.

If i bring that to Three what are the odds on getting a replacement?

Sad Professor

mirrorwall14 wrote: »

So I have a 6S. Apple have run a diagnostic on it and confirmed it isn't my battery. However I bought from Three so I cannot demand a replacement from apple and I am just outside the year they offer. I have the transcript confirming its not a hardware issue and that they do not have a solution to the problem right now.

If i bring that to Three what are the odds on getting a replacement?

Apple support told me the same thing. Diagnostics won't always detect a failing battery. I sent it in anyway and they replaced it.

Go to Three, tell them it's faulty and you want it repaired/replaced under consumer law. Cite the Sale of Goods Act. As I said above, though, you might need to write a letter to their legal department threatening them with the small claims court.

mirrorwall14

Sad Professor wrote: »

Apple support told me the same thing. Diagnostics won't always detect a failing battery. I sent it in anyway and they replaced it.

Go to Three, tell them it's faulty and you want it repaired/replaced under consumer law. Cite the Sale of Goods Act. As I said above, though, you might need to write a letter to their legal department threatening them with the small claims court.

I purchased it online through three, do I go to an actual store? I'm raging, I wish I had just bought from Apple. I've had a phone replaced for my Dad before under the sale of goods act

Davexirl

I have my 6s over a year and I am having the same issue with the phone turning off randomly when it's below 30%, also I noticed battery life is shocking, compared to what I used to get. I restored it and set it up as a new iPhone to see if that helped, it didn't. Looks like I need to get on to apple tomorrow so.

Sad Professor

Apple have just launched a replacement program for this issue. It affects the batteries of iPhone 6s manufacturered between September and October 2015. You have to contact them to check if yours is eligible.

https://www.apple.com/ie/support/iphone6s-unexpectedshutdown/

Hopefully Apple Support will stop giving people hassle over this now and just replace the phone, but what reports I've read aren't encouraging. Best bet is probably to skip support and just send it in like I did, or if you are out warranty go through CompuB.

Mimikyu

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Sad Professor

Yeah I'd say it's way more widespread than they are letting on. I wonder if they'll pull a Samsung and cap battery life in an update?

mel123

Sad Professor wrote: »

Apple have just launched a replacement program for this issue. It affects the batteries of iPhone 6s manufacturered between September and October 2015. You have to contact them to check if yours is eligible.

https://www.apple.com/ie/support/iphone6s-unexpectedshutdown/

Hopefully Apple Support will stop giving people hassle over this now and just replace the phone, but what reports I've read aren't encouraging. Best bet is probably to skip support and just send it in like I did, or if you are out warranty go through CompuB.

Thanks a million Sad Professor. Just been online chat with Apple and showed them the link and they are taking my phone back to replace the battery or replace the phone. So glad now i came on to ask advice.

Mimikyu

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mel123

Captain Morgan wrote: »

Does anyone know if Apple still offer Express Replacement for a fee if you don't have Apple Care +?

I remember a while ago I had to return an iPhone due to a lose Lightning connection and I was offered to pay for an Express Replacement.

They didn't mention this at all on the phone to me this morning when organising repair but their online chat is very good maybe pop on and ask them

mirrorwall14

I have to go to blanchardstown to start the process

Sad Professor

Captain Morgan wrote: »

Does anyone know if Apple still offer Express Replacement for a fee if you don't have Apple Care +?

I remember a while ago I had to return an iPhone due to a lose Lightning connection and I was offered to pay for an Express Replacement.

No. AppleCare+ customers only.

mel123

mirrorwall14 wrote: »

I have to go to blanchardstown to start the process

Did they not give you the option to get it collected and returned to your door? Mine is getting collected from work, the driver will bring me a box etc to put it in as well, happy days

Davexirl

Just seen this posted over in macrumors, don't know if it's verified.

'Eligible iPhone 6s have these characters in the 4th and 5th position of the serial number:
Q4, Q5, Q6, Q7, Q8, Q9, QC, QD, QF, QG, QH'

My seriel number does have QH in the 4th and 5th part.

I see it says your screen can't have any cracks before they'll repair it. I have one crack running down my screen so guess I'm fecked. I'll still pop into Compub tomorrow and see what they say.

Sad Professor

Davexirl wrote: »

Just seen this posted over in macrumors, don't know if it's verified.

'Eligible iPhone 6s have these characters in the 4th and 5th position of the serial number:
Q4, Q5, Q6, Q7, Q8, Q9, QC, QD, QF, QG, QH'

My seriel number does have QH in the 4th and 5th part.

I see it says your screen can't have any cracks before they'll repair it. I have one crack running down my screen so guess I'm fecked. I'll still pop into Compub tomorrow and see what they say.

You'll have to pay them to replace the screen first.

Mimikyu

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IamMetaldave

Just saw this.. Worth checking out.
https://www.irishexaminer.com/examviral/technology-and-gaming/apple-to-replace-iphone-6s-batteries-that-unexpectedly-shut-down-431626.html

mirrorwall14

mel123 wrote: »

Did they not give you the option to get it collected and returned to your door? Mine is getting collected from work, the driver will bring me a box etc to put it in as well, happy days

No they didn't but I just got back onto them and they're doing it this way now. Still a long time to be phoneless but could be worse

Sad Professor

Captain Morgan wrote: »

Damn. They definitely offered this in the past for non AppleCare+ customers as I was offered it but I've never bought AppleCare+.

Yeah I would have availed of it as well. Hard to do without your phone for a week.

whiterebel

Captain Morgan wrote: »

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They used to, but got rid of it early this year, or late last year.

Paully D

I first started noticing this happening about 6 weeks ago. I let it go for about 2 weeks before it got too frequent to ignore and put through a repair request. Got the recovery box sent out and the phone sent away. Apple emailed me about 2 days later and said they were unable to process my repair request and sent me back the phone with a letter saying they had run a diagnostic test which showed no fault. At this stage I was just glad to get the phone back so have put up with it while trying to find a convenient time to get back on to them so I can send it back again.

However, I read the article regarding the repair program today so got in touch with them again. The guy on support was nice and tried his best. He knew about the repair program but it was still a bit of a task to communicate that I am sending the phone back with the understanding that I want the battery replaced under this repair program. He said he couldn't say until the technicians look at it but has flagged it as "system wide issue of unexpected restarts" on the system so fingers crossed.

My phone would fit into the dates cited by Apple but my serial numbers aren't the same as the ones posted a few posts up (there is a Q but the second letter/number is different than any posted).

Hopefully they will sort it out this time as I don't have a capable replacement phone and even for simple things like work emails it is almost unmanageable having no proper phone these days. When you're paying almost a grand for a phone it's just not good enough I'm afraid.

Effects

My phone was manufactured in September 2015 and I'm having the shut down problem.
Apple did a mobile diagnostic and told me my phone isn't covered under the battery replacement program.
They are offering a hardware solution as I'm within 12 month period.

Paully D

Effects wrote: »

My phone was manufactured in September 2015 and I'm having the shut down problem.
Apple did a mobile diagnostic and told me my phone isn't covered under the battery replacement program.
They are offering a hardware solution as I'm within 12 month period.

What does this consist of?

Sad Professor

Paully D wrote: »

What does this consist of?

It just means they believe it has a hardware fault and are replacing it under warranty, but don't think it has the battery issue, even though it clearly does.

The implication from these various reports of Apple saying "oh the diagnostic says your battery is fine" (which I also experienced) is that Apple aren't going to make it easy to get phones replaced under this program out of warranty. Unless they eventually admit that their diagnostic isn't accurate. But they probably know this which is why they are telling people to go to an Apple Store or AASP.

Paully D

Sad Professor wrote: »

It just means they believe it has a hardware fault and are replacing it under warranty, but don't think it has the battery issue, even though it clearly does.

The implication from these various reports of Apple saying "oh the diagnostic says your battery is fine" (which I also experienced) is that Apple aren't going to make it easy to get phones replaced under this program out of warranty. Unless they eventually admit that their diagnostic isn't accurate. But they probably know this which is why they are telling people to go to an Apple Store or AASP.

Thanks for the breakdown, Sad Professor.

I see a few people on the Mac Forums forum saying that the replacement battery still hasn't solved their issue, while others say it has.

Mimikyu

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Paully D

Captain Morgan wrote: »

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Did you call them or live chat them mate? How did you manage to get hold of the Senior Advisor?

I've sent mine away on Friday but fully expect it to be sent back after a diagnostic test shows it's fine, so just getting my ducks in a row.

It seems it will be at least another week anyway due to the lack of batteries. :pac:

Effects

I'm going to drop mine in at the end of next week. Waiting to sort a replacement.
Happened again yesterday. Shut down at 20%. First attempt to switch on I got the connect charger symbol. Second attempt and it came on with 40% battery.

I've also had the battery getting down to 1% and the phone working for over 2 hours on 1%.

amber2

I am having this issue, phone shutting down with 80% battery left but only happens when I use the runkeeper app, which I recently updated & seems to be happening since then.

Mimikyu

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Revolver_66

Could also be an issue with 10.1.1 for some phones...threads on reddit about it and links to articles (can't post links)

Effects

I'm still on 10.0.2 myself and having the issue.

mel123

Just for anyone who hasnt sent their phone back yet (like me because they never came to collect it), was on to Apple this morning and they confirmed there is still a shortage with batterys and they should have enough coming in on December 5th, so if you dont want to be without your phone for too long, wait until after December 5th to send it back

Effects

OSI wrote: »

Apple have advised I can bring the handset to one of their "Service Providers" aka CompuB/iConnect for same day replacement. Has anyone used either of these before? Not sure I trust a store based employee to do a decent job, but can't afford to be without the phone for a week.

You won't get a same day replacement from them. They are backed up.
I spoke with the Grafton St. store and they said the queue was slightly shorter in their Dundrum store.

Mimikyu

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mad muffin

It's started to happen in my wife's three year old 5s. One minute it could be at 60% then dead. Plug it in and it comes back at 60%.

I'm just going to take it to fix my i in tullamore. They replace 5s batteries for €35.

Effects

I dropped mine into CompuB and they said 7 to 10 days. But it could be more. They said I'm not eligible for the battery replacement scheme, even though I'm having all the symptoms. I'm just inside the 12 month warranty so it's sent back under that process.

Deep Thought

Mine is also impacted

Do they give you a replacement ?