Help Why is Verizon swapping out phones with random reboots?

[jmz768]

Something just isn't right about all of this. I think everybody agrees that the random reboots are a result of the recent update and is something that will be fixed by another update. If that's true, why is Verizon swapping out phones for people?

I called Verizon yesterday complaining about the reboots and was told to factory reset my phone as it had been working for other people. I was also told to call back if the reboots continued and that my phone would be replaced. Of course they continued so I called today and have a replacement on its way.

I guess I'm hoping that the phone I get hasn't had the update applied. If it has, what's the point of Verizon sending it? How is it even possible that their tech support doesn't know the cause of the random reboots?

 

[Dark Jedi]

Something just isn't right about all of this. I think everybody agrees that the random reboots are a result of the recent update and is something that will be fixed by another update. If that's true, why is Verizon swapping out phones for people?

I called Verizon yesterday complaining about the reboots and was told to factory reset my phone as it had been working for other people. I was also told to call back if the reboots continued and that my phone would be replaced. Of course they continued so I called today and have a replacement on its way.

I guess I'm hoping that the phone I get hasn't had the update applied. If it has, what's the point of Verizon sending it? How is it even possible that their tech support doesn't know the cause of the random reboots?

THey are sending out replacement phones because thats what they have to do. If they didnt people would complain they do nothing.

When your car stops running. Do you know whats wrong with the car as soon as it dies? So just like this reboot issue they need time to figure out whats wrong.

 

[jmz768]

THey are sending out replacement phones because thats what they have to do. If they didnt people would complain they do nothing.

When your car stops running. Do you know whats wrong with the car as soon as it dies? So just like this reboot issue they need time to figure out whats wrong.

Unless they're complete morons, they know that the problems were caused by the updated radio. They're not obligated to send out new phones for something that can be fixed with an update.

 

[Dark Jedi]

Unless they're complete morons, they know that the problems were caused by the updated radio. They're not obligated to send out new phones for something that can be fixed with an update.

Remember the first line of tech support dont know jack. They read off what the computer tells them to say. The update fix will come but HTC has many phones and cant just put all their resources in to one phone.


So because my first bolt after the update would reboot constantly for like 20min. They are not obligated to send me another phone?

 

[jmz768]

Remember the first line of tech support dont know jack. They read off what the computer tells them to say. The update fix will come but HTC has many phones and cant just put all their resources in to one phone.


So because my first bolt after the update would reboot constantly for like 20min. They are not obligated to send me another phone?

Constant reboots like your problem and the occasional, random reboot are two different things. Also, tech support builds an information database as complaints come in that the support people refer to when helping out callers. Obviously they've seen a huge upswing in calls since the update. Maybe I'm just giving them too much credit.

 

[Dark Jedi]

Constant reboots like your problem and the occasional, random reboot are two different things. Also, tech support builds an information database as complaints come in that the support people refer to when helping out callers. Obviously they've seen a huge upswing in calls since the update. Maybe I'm just giving them too much credit.

in the end its customer satisfaction. People feels better to get another phone than to be told we know the problem and waiting on the fix. Plus its like gambling they hope the new phone will be glitch free.

 

[Silent Thunder]

Something just isn't right about all of this. I think everybody agrees that the random reboots are a result of the recent update and is something that will be fixed by another update. If that's true, why is Verizon swapping out phones for people?

I called Verizon yesterday complaining about the reboots and was told to factory reset my phone as it had been working for other people. I was also told to call back if the reboots continued and that my phone would be replaced. Of course they continued so I called today and have a replacement on its way.

I guess I'm hoping that the phone I get hasn't had the update applied. If it has, what's the point of Verizon sending it? How is it even possible that their tech support doesn't know the cause of the random reboots?

I have to disagree, I have not had one reboot since the OTA. You need to do a master reset and reload the OTA and find the software causing the reboots. If the phone is still rebooting after a master reset the handset is defective and hence Verizon's reason for sending out lovely refurbs for your telephony enjoyment!

 

[dm33]

I have to disagree, I have not had one reboot since the OTA. You need to do a master reset and reload the OTA and find the software causing the reboots. If the phone is still rebooting after a master reset the handset is defective and hence Verizon's reason for sending out lovely refurbs for your telephony enjoyment!

There should be no software you can install (if not rooted) which would cause a "reboot". Reboot is a nice way of saying the operating system crashed. That should not happen. Most likely caused by some lower level firmware such as the radio etc.

Just because you haven't seen a reboot doesn't mean they don't occur. These radios are very complex with lots of scenarios, frequencies, protocols in use. Unless you've tried every coverage scenario possible, you don't know if an crash can occur. Its clearly very hard to test and why Verizon and HTC haven't been able to fix it yet.

 

[CharlzO]

There should be no software you can install (if not rooted) which would cause a "reboot". Reboot is a nice way of saying the operating system crashed. That should not happen. Most likely caused by some lower level firmware such as the radio etc.

While I do agree with part of it, saying that software can't cause OS issues is a little bit of a stretch. That's kind of like saying that a Windows PC should be rock stable, no matter what software you ever install on it. SHOULD it cause problems? no. But can it happen? Certainly. It's best to try to eliminate all possible causes, before jumping in the "it must be the phone, give me a new one" circle.

 

[Funderbolt]

I have to disagree, I have not had one reboot since the OTA. You need to do a master reset and reload the OTA and find the software causing the reboots. If the phone is still rebooting after a master reset the handset is defective and hence Verizon's reason for sending out lovely refurbs for your telephony enjoyment!

What's the difference between a master reset and a factory reset?

 

[jmz768]

I have to disagree, I have not had one reboot since the OTA. You need to do a master reset and reload the OTA and find the software causing the reboots. If the phone is still rebooting after a master reset the handset is defective and hence Verizon's reason for sending out lovely refurbs for your telephony enjoyment!

So you've kept an eye on your phone 24/7 since the update?

 

[dequardo]

The more replacements Verizon gives out for this UPDATE CAUSED issue the quicker an OTA fix will come out.

 

[robrecht]

I think there's a fairly complicated interaction between individual phone radios and local towers in the network. Enter a blip in the system, and the phone may reboot trying to restore the connection. Or if the data connection is lost and the phone doesn't reboot on its own, you may have to manually reboot the phone to restore the connection. I suspect the firmware probably tries to reach a happy medium for most phones and towers. Clearly the OTA update caused problems for some of us that weren't having problems previously, but I also suspect it also cleared up problems for others, as it was designed to do. Did it cause more problems for some phones than it fixed for others? I don't think Verizon will know the answer to that until it has enough data to see trends develop over time. Replacing a certain number of phones may help address some of the variables. 4G LTE is still in its infancy as a new technology. I doubt there's one perfect firmware that eliminates all problems for all phones and towers.

 

[Ibrick]

There is already another radio update for the Gingerbread leak that just came out.

All should be well fairly soon..

The new radio HAS to be used with 2.3.4 and will not work with 2.2.1, I think the OTA was just a stopgap until 2.3.4 was ready.

It seems HTC leaks updates to devs and use everyone who flashes it as beta testers.

VZW swapping phones is just easier for them.. Hell they're probably just recycling the same phones over and over to different people.

 

[futbolrules09]

Are they sending a new one or a refurbished one?

 

[js05sierrahd]

Could EVERYONE who is having random reboots after the latest Firmware Update please call Verizon and complain!!! I've called twice since the update was released complaining and both times i was told they have never heard of this issue.

There solutions so far were:
(1) to pull battery and sim card... no luck
(2) boot in safe mode to eliminate the possibility of 3rd party software causing the issue... nope, no fix there
(3) ok we will send you a replacement (p.s. this may be a factory refurbished phone, don't worry it's just as good as the one you bought for $250-300...
F' that, i'll stick with mine and hope Verizon does the right thing and fix there update) Best part is the rep told me when i told her no thanks, sorry but it already has been processed, just refuse the new one when it ships... What do i pay Verizon for??? I should post the reps email so you all can let her know it's not just me, but i'm sure there is something not kosher with doing that!

 

[jmz768]

My understanding is that they are sending "certified like new" phones and not refurbished phones. Certified like new are phones that were returned within the 14 day period. I'm going to look it over very closely when it arrives today and if it looks good and hasn't had the update applied, I'll keep it. If not, I'll send it back and keep my current phone.

 

[TheSultan]

Last week when I got the Tbolt--I had the whole 4g, then 1x, then no service, then 3g then 4g thing happening. I took it back and they said "we can replace it, and I will, but i assure you the problem will still happen."

Imagine if someone said "my phone is rebooting over and over for no reason" and they said "ah, that sucks, not much we can do--see ya later". They're swapping out phones cause there's no other option for them.

 

[toyssan1]

I called, the rep said that I had to call back from another phone and to a factory wipe/reset and see if the problem exists. I also said my speaker is all jacked up and buzzed when people talked. The question was then asked..."does it do when both sending and recieving calls?" Well DUH, of course it does, it is the SPEAKER, not the signal. So now I have to call back from another phone.

Should I just call back anyway and get a different person or will I have to go through the whole process again. Maybe I just just not say anything about the reboot, and just say that my speaker buzzes.

 

[jmz768]

Well I received my replacement and the good news is, it doesn't have the recent update on it. The bad news is that the light leakage is horrible. My Bolt has a little light leakage which doesn't bother me but OMG this one is horrible. I used to think that people were being too picky about the light leakage but there's no way I can blame anybody for not wanting a phone that looks like this. Back to Verizon you go.

 

[HookEmHorns*UT*]

You know the reboot issues are strange. I have not experienced this on any of the three TB's i have had so far. This has to be specifically related to a program/programs that are not cooperating with each other or the radio and update are not compatible. I doubt that the radio is not compatible but that's a stretch to look at.

I have had to swap mine out 2 times now. One was a recessed power button and the other was not mounting the SD card. The newest one i have got has been flawless. Both replacements have been brand new swapped out in the store. Of course i have only had it for 1 month and 1 week now.

I sure hope they have something to resolve you guys issues soon!

 

[hpresley80]

My thunderbolt has been rebooting like crazy but only at my home. I sit here at work and it doesnt have a problem. Does that mean that there is an issue with the tower close to my house? The stupid thing rebooted 20 times this morning and now Im at work about 10 miles away and it has yet to reboot. So frustrating!!!!!

 

[mh68]

Could EVERYONE who is having random reboots after the latest Firmware Update please call Verizon and complain!!! I've called twice since the update was released complaining and both times i was told they have never heard of this issue.

There solutions so far were:
(1) to pull battery and sim card... no luck
(2) boot in safe mode to eliminate the possibility of 3rd party software causing the issue... nope, no fix there
(3) ok we will send you a replacement (p.s. this may be a factory refurbished phone, don't worry it's just as good as the one you bought for $250-300...
F' that, i'll stick with mine and hope Verizon does the right thing and fix there update) Best part is the rep told me when i told her no thanks, sorry but it already has been processed, just refuse the new one when it ships... What do i pay Verizon for??? I should post the reps email so you all can let her know it's not just me, but i'm sure there is something not kosher with doing that!

I agree. I went thru the same thing with my Incredible. I went thru 10 factory "certified like new" replacements in 7 months and they ALL rebooted over and over. Verizon finally agreed to "do me a favor" and give me an early upgrade so I could pay for another phone and I got the TB. I love this phone but I'm not going to go thru the refurb mess again so hopefully they'll get a fix soon.
My speaker buzzes too but I got the replacement warranty for mine where I pay $40 to get a brand new one, not a refurb, for anything that happens to it. So, instead of the refurb crap, I'll just run over mine and get a brand new one, it's worth the $40!!

Mike

 

[JEcht]

THey know about the random reboot issue. They just dont want you to know its a big problem and just pass it off as its just your phone and send you a replacement phone. That way you think its just a random fluke you had.

Wake up people they are well aware of the situation.

 

[ska.t73]

My thunderbolt has been rebooting like crazy but only at my home. I sit here at work and it doesnt have a problem. Does that mean that there is an issue with the tower close to my house? The stupid thing rebooted 20 times this morning and now Im at work about 10 miles away and it has yet to reboot. So frustrating!!!!!

That is exactly what the problem is. The issue is in the software that some of the towers are using to communicate with the radio in the phones. That is why some people are seeing this and others aren't.

My understanding is that VZW thought they had fixed the issue and that the fix was the reason for the delay of the OTA update. Looks like it wasn't fixed. Not sure why they are sending out new phones for this, but my guess is it is to keep people happy.