Help Help! Verizon Thunderbolt nonfunctioning! No customer service!

[homedec]

I hope Verizon reads these forums, because thanks to their incompetence, I have no way to reach them other than getting in my car and driving to the Verizon store.

My Thunderbolt is officially useless. I can't call out at all. It bootcycles over and over and over. It flat out does not work since the software update of death some weeks ago. It plays Angry Birds and YouTube just fine, and I can shop Amazon on it, but it does not actually work as a PHONE!

Back when it was working at least a little bit, I called Verizon to find out what to do. They assured me a software update would be out 6/30 which would fix all. Well, we all know now that they lied.

I've tried their Twitter help, and they just say "someday...my software update will come" No indication of days, weeks, months, or years. Just "someday".

Today was the last straw. I tried their support (and I use that term very loosely) page today, and tried to use email support. Guess what you get if you select "phone" and "phone not working" as topics for help:

Email is disabled, and you get this message:

If your phone is not working, you will need to speak to someone at Customer Service.

Please call us at 1-800-922-0204.


Are they effing kidding? What part of "my phone does not work" do they not get? This *is* my phone! My only phone! Which is unusable. For which they are charging me! Are they nuts? *Why* disable email for just this one issue and tell me to *call* them? Is it a sick joke?

I've been a customer now for six weeks, and already I hate HTC and Verizon. If I do end up driving to the store, it will be to return this phone, perhaps at high velocity. (Just kidding)

Verizon, where is the software update? There is currently absolutely no way to get any help on this problem at your web site. Do something!

 

[superstretch]

So your cell phone is the only phone you could possibly use?

Grab some quarters, find a pay phone, and give them a call. Or better yet, go to the local Best Buy, BJs, mall, or one of any thousands of places you could go to talk to some one. If your TB is that bad, stop complaining/trolling on a forum, and get it replaced.

 

[RobertHaw]

I wonder as to the sincerity of your post, sorry.
Seems to me if the phone is working for you, you could take it to the Verizon store for help and or replacement. But instead, you chose to rant on a forum hoping someone from Verizon is going to read it and do something for you? Curious.

 

[Dark Jedi]

You know no one that has a phone you can use? Maybe a work phone? Go to the Verizon store and they can call verizon for you and get you that replacement.

 

[Yeahha]

If you really don't want to listen to everyone else on the forums then root your phone and flash a different radio and new rom see if that helps. If that doesn't revert back to stop and go to VZW.

 

[Mastrik]

If you use lte onoff make sure it is set to cdma + lte evdo (or whatever it is) I'll find mine changes for some reason to evdo or cdma only and screws with the phone.

 

[redenfield]

I am on replacement phone #6 due to random reboots and non-responsive screens. I have been a huge HTC fan over the years but I think the Thunderbolt as turned me off for good. The hardware as always is solid but the constant software bugs has made the device unbearable. The only other device I have gone through this many issues with was the original Droid and it's freezing issues.
Today Verizon agreed to ship me a Droid Charge as I asked to have the line cancelled. I was ready to throw in the towel and go back to AT&T but they assured me the Charge would not have nearly as many issues. We'll see!

 

[Tide311]

Replacement due to random reboots? Lol. That's sad. 6 replacements. Lol. That's just pathetic.

 

[ekyle]

This phone makes me lose faith in Android. It's a great OS, but its OSS so carriers can eff it up (random reboots). I almost went to the iPhone. Almost. Only my unparalleled hatred for iTunes held me back. I still might, but for now Gingerth3ory is holding up well. I unplugged at 6AM this morning and it just hit 30% at 11:15 or so. Used it consistently throughout the day too. Two calls, texting, web, emails, FB, Twitter G+, Lady.FM, etc.

I'm hoping I'll be able to keep improving this phone. Thanks to all the devs for their hard work

 

[chris2k5]

A friend who has the TB experiences issue after issue with the TB. I am happy I traded it back in within a week. Within a week, the battery life was awful and the OS was very unstable.

Hardware isn't as premium as I would have liked as well. The screen is so prone to scratches. It is like they used low quality glass. The power/lock button recesses within a few days and the whole phone feels very plastic. I wish HTC went with the aluminum unibody design like the Desire HD.

 

[jreed2560]

I honestly don't know what to say. I've had two thunderbolts. Neither rebooted, neither scratched easy, battery life was great on both. I've said this before, but it seems some people are way to quick to pull the trigger and demand replacement phones. 6 replacements? The phone hasn't even been out six months. I've worked for Verizon almost two years now. 1.5 yrs as a technician. I've seen the way people handle their phones come in about ever single tiny issue in hopes that if they complain enough they will be allowed to switch to the new hotness they wished they had waited for. Some people just aren't happy unless they are complaining. I've had a lot of different phones over the years and have NEVER had a serious issue repeatedly with the same device. Now I'm not discounting people with serious problems. But read the forums guys. You can fix moat any issue whether its reboots, signal issues, battery life, whatever. It's because of people who feel entitled to the perfect phone right out of the box and send it back if its not that we have to wait five days for a replacement now. Instead of having it overnighted like it should be.

 

[ekyle]

I honestly don't know what to say. I've had two thunderbolts. Neither rebooted, neither scratched easy, battery life was great on both. I've said this before, but it seems some people are way to quick to pull the trigger and demand replacement phones. 6 replacements? The phone hasn't even been out six months. I've worked for Verizon almost two years now. 1.5 yrs as a technician. I've seen the way people handle their phones come in about ever single tiny issue in hopes that if they complain enough they will be allowed to switch to the new hotness they wished they had waited for. Some people just aren't happy unless they are complaining. I've had a lot of different phones over the years and have NEVER had a serious issue repeatedly with the same device. Now I'm not discounting people with serious problems. But read the forums guys. You can fix moat any issue whether its reboots, signal issues, battery life, whatever. It's because of people who feel entitled to the perfect phone right out of the box and send it back if its not that we have to wait five days for a replacement now. Instead of having it overnighted like it should be.

I agree with you to a point. People do complain just to complain and to try to get the newest phone when they can't. However, (I hate to do this) a phone should just function when you take it out of the box. Period. $250+ should buy you a hassle. I don't mind rooting and flashing ROMs and such, but I shouldn't have to. An iPhone works just fine out of the box; good battery life, doesn't reboot incessantly, and you don't need to play with ROMs that people make in their homes to get it to work as it should anyway. iPhone users don't need to deal with all the crap that Verizon loads onto the phones or wait months on months for software updates. You could set a watch to those things.

The only thing keeping me from ditching the TB and buying an iPhone off of Craigslist is my investment in Android. Also, I like keeping my tech similar and I really don't want to replace my Xoom with an iPad. That and my hatred of iTunes is unparalleled (except by maybe this guy).

My point is that it can be done. If carriers would leave the phones the hell alone and hardware manufacturers actually gave a f*** about their QC process Android would grow faster than it already is. So far, I think Motorola and Samsung are the only two doing it right.

/rant
/hijack

 

[SeekerOfTheWay]

Phone calls not working? Try:
Menu
Settings
Wireless and network
Mobile networks
System select
Automatic

It's a strange issue you have but i have seen phone settings changed to home only not make falls out. Just something to try.

Good luck.

 

[Jrocker23]

I have to say that I have never had a problem and have helped people out with their tbolts as well and as others have stated, just a few minutes and most problems can be solved.

I do agree that the phone should work as a phone but you have to remember that you are not buying just a phone anymore. There are a ton of things in smart phones now a days. The more you put in, the more an issue can arise...

As for the OP, I know ur fustrated but there were a bunch of options available to get in touch with verizon. I personally like to see people in person so I can show my issues and get hands on help. Is it really that bad that you had to go to an actual store?

 

[jwestyp]

I have spent quite a bit of time over the last few months, since I first got my hands on the first LTE phone, reviewing forums and talking to tech support and replacing my device. After one week of having my phone, I had an update. That update caused regular random reboots, anywhere from 10 to 30 per day that I knew of. I had my phone replaced almost two weeks to the day of getting it. I went to my local store at lunch and by the time I left work, my "new" device had rebooted at least 35 times. That was a stock device, with no apps or google account enabled. I only used my exchange server so I could get my work email and contacts. I went back after work and had it replaced a second time.

I went about 3 days before the reboots got super annoying, and factory reset my device. Several weeks later and several hundred reboots later, I had the device replaced again.

The last replacement came last week after the phone was rebooting over 15 times a day, and culminated in a reboot while calling the police.

The again "new" device is now rebooting once or twice per hour. This is unacceptable. I know people that have had zero problems with reboots, and I know people who's device is off more than it is on. There is no "one" configuration that is better than others, but I do notice that reboots are more frequent when in a 4G area or close to a 4G area. My house is in a fully 3G area and reboots are only 1 reboot every hour or two.

I factory reset the device and still no good. I am holding out for the phantom firmware update that is supposed to release every couple of days. Hopefully the update that is expected this week to remove "free" tethering will have the update.

My problems are:
Constant Reboots
Constant Freeze in SMS (Stock sms app)
WiFi hotspot tethering that only works for a few minutes and then constantly drops
3G not staying 3G and going to 1x
4G not connecting and no data network available
Long periods of no data network even with a 3G or 4G icon
Phone not dialing when hitting the call button

I don't see this as acceptable with the price tag. Yes, a phone now-a-days includes much more than just a "phone" and will have increased problems.

Data network is a standard on new phones and should not be as big a problem as it is. The phone is also a standard on a "phone" and should work. That aside, any third party apps having problems is just a problem.

I guess the biggest problem with this phone is everything. It is so bad that the MyVerizon app written by the carrier won't work on this phone because of a "data intensive" app failure.

Let's get a real fix for normal people. I am somewhat tech savvy, so I accept some problems, but for people who just bought the next cool phone for a large sum of money there should be some serious resolution. Verizon and HTC are losing dedicated long-term customers.

 

[ekyle]

I have spent quite a bit of time over the last few months, since I first got my hands on the first LTE phone, reviewing forums and talking to tech support and replacing my device. After one week of having my phone, I had an update. That update caused regular random reboots, anywhere from 10 to 30 per day that I knew of. I had my phone replaced almost two weeks to the day of getting it. I went to my local store at lunch and by the time I left work, my "new" device had rebooted at least 35 times. That was a stock device, with no apps or google account enabled. I only used my exchange server so I could get my work email and contacts. I went back after work and had it replaced a second time.

I went about 3 days before the reboots got super annoying, and factory reset my device. Several weeks later and several hundred reboots later, I had the device replaced again.

The last replacement came last week after the phone was rebooting over 15 times a day, and culminated in a reboot while calling the police.

The again "new" device is now rebooting once or twice per hour. This is unacceptable. I know people that have had zero problems with reboots, and I know people who's device is off more than it is on. There is no "one" configuration that is better than others, but I do notice that reboots are more frequent when in a 4G area or close to a 4G area. My house is in a fully 3G area and reboots are only 1 reboot every hour or two.

I factory reset the device and still no good. I am holding out for the phantom firmware update that is supposed to release every couple of days. Hopefully the update that is expected this week to remove "free" tethering will have the update.

My problems are:
Constant Reboots
Constant Freeze in SMS (Stock sms app)
WiFi hotspot tethering that only works for a few minutes and then constantly drops
3G not staying 3G and going to 1x
4G not connecting and no data network available
Long periods of no data network even with a 3G or 4G icon
Phone not dialing when hitting the call button

I don't see this as acceptable with the price tag. Yes, a phone now-a-days includes much more than just a "phone" and will have increased problems.

Data network is a standard on new phones and should not be as big a problem as it is. The phone is also a standard on a "phone" and should work. That aside, any third party apps having problems is just a problem.

I guess the biggest problem with this phone is everything. It is so bad that the MyVerizon app written by the carrier won't work on this phone because of a "data intensive" app failure.

Let's get a real fix for normal people. I am somewhat tech savvy, so I accept some problems, but for people who just bought the next cool phone for a large sum of money there should be some serious resolution. Verizon and HTC are losing dedicated long-term customers.

+1 on all of those. I agree that this phone is not meant for an average consumer. If the Droid 3 comes out tomorrow I'm ordering it full retail and selling the bolt. It's just not worth the hassle. 4G is an infant technology, I'll wait a few years so that the battery will last more than a couple of hours.

You shouldn't need to hack a phone just to get it to work properly. I honestly only root to get rid of bloat and take screenshots. I prefer the stock software, when the phone doesn't reboot ever hour. Haha, speak of the - there goes mine again.

 

[Yeahha]

I have spent quite a bit of time over the last few months, since I first got my hands on the first LTE phone, reviewing forums and talking to tech support and replacing my device. After one week of having my phone, I had an update. That update caused regular random reboots, anywhere from 10 to 30 per day that I knew of. I had my phone replaced almost two weeks to the day of getting it. I went to my local store at lunch and by the time I left work, my "new" device had rebooted at least 35 times. That was a stock device, with no apps or google account enabled. I only used my exchange server so I could get my work email and contacts. I went back after work and had it replaced a second time.

I went about 3 days before the reboots got super annoying, and factory reset my device. Several weeks later and several hundred reboots later, I had the device replaced again.

The last replacement came last week after the phone was rebooting over 15 times a day, and culminated in a reboot while calling the police.

The again "new" device is now rebooting once or twice per hour. This is unacceptable. I know people that have had zero problems with reboots, and I know people who's device is off more than it is on. There is no "one" configuration that is better than others, but I do notice that reboots are more frequent when in a 4G area or close to a 4G area. My house is in a fully 3G area and reboots are only 1 reboot every hour or two.

I factory reset the device and still no good. I am holding out for the phantom firmware update that is supposed to release every couple of days. Hopefully the update that is expected this week to remove "free" tethering will have the update.

My problems are:
Constant Reboots
Constant Freeze in SMS (Stock sms app)
WiFi hotspot tethering that only works for a few minutes and then constantly drops
3G not staying 3G and going to 1x
4G not connecting and no data network available
Long periods of no data network even with a 3G or 4G icon
Phone not dialing when hitting the call button

I don't see this as acceptable with the price tag. Yes, a phone now-a-days includes much more than just a "phone" and will have increased problems.

Data network is a standard on new phones and should not be as big a problem as it is. The phone is also a standard on a "phone" and should work. That aside, any third party apps having problems is just a problem.

I guess the biggest problem with this phone is everything. It is so bad that the MyVerizon app written by the carrier won't work on this phone because of a "data intensive" app failure.

Let's get a real fix for normal people. I am somewhat tech savvy, so I accept some problems, but for people who just bought the next cool phone for a large sum of money there should be some serious resolution. Verizon and HTC are losing dedicated long-term customers.

If you were having that many problems with the phone right after you purchased it, even after a replacement why did you not choose to exchange it? If it was a week after you purchased it that MR1 rolled out you could have exchanged it for a charge and VZW may have even waived the restocking fee due to your issues? I don't understand why people will sit back and just deal with stuff that they don't like until they reach their limit instead of using resources available to them to to get satisifaction...like getting a different device due to constant issues with the current one.

Android isn't apple you can choose which device fits your needs best, you are not locked into using this 1 specific device, and then you can even change the OS within the device via root.

 

[jwestyp]

If you were having that many problems with the phone right after you purchased it, even after a replacement why did you not choose to exchange it? If it was a week after you purchased it that MR1 rolled out you could have exchanged it for a charge and VZW may have even waived the restocking fee due to your issues? I don't understand why people will sit back and just deal with stuff that they don't like until they reach their limit instead of using resources available to them to to get satisifaction...like getting a different device due to constant issues with the current one.

Android isn't apple you can choose which device fits your needs best, you are not locked into using this 1 specific device, and then you can even change the OS within the device via root.

Well, the fact being that I have had an HTC phone for some time now, and don't care for the Enterprise features on the Samsung Charge, I will have to wait until a device like the Bionic comes out. They have offered me a Samsung Charge, but with the promise of a new software release in the next few weeks that should fix the problem, waiting is ok.

I have been a beta tester on quite a few hardware and software projects, knowing full well the infancy status of each. I believe that as new technology rolls out, there will be new problems.

We will see how the new software release with Gingerbread works. If I continue to have the same problems, then a change of phone is already authorized from Verizon.

On the other hand, I purchase my devices from Best Buy because of the incredible warranty I can get. I could take my phone out and run it over three times and spit on it, and get it replaced. They have replaced two so far and Verizon has replaced two so far. The biggest problem is that the phones ship with the latest MR packages pre-installed.

I will keep the hassle of a new phone every couple of weeks to be able to manage my enterprise environment and have 4G at the same time. Thank you for your suggestions. You may not understand the choice of staying with what is essentially a "Beta" technology, so don't get upset with someone for doing it. My complaint is the lack of communication and failure of promised release dates. It is not the device. The thunderbolt remains one of the best phones on the market, even with its shortcomings.

Unlimited data tethering ends this weekend, which should bring a new software update to remove it from the phones....we will see. *Fingers Crossed*

 

[Filinator13]

I am on replacement phone #6 due to random reboots and non-responsive screens. I have been a huge HTC fan over the years but I think the Thunderbolt as turned me off for good. The hardware as always is solid but the constant software bugs has made the device unbearable. The only other device I have gone through this many issues with was the original Droid and it's freezing issues.
Today Verizon agreed to ship me a Droid Charge as I asked to have the line cancelled. I was ready to throw in the towel and go back to AT&T but they assured me the Charge would not have nearly as many issues. We'll see!

I'm on my 5th and need a 6th. But I'm currently on a FP that needs to be separated (my ex and I split). So I'm thinking of just cancelling. Not sure what else to do at this point. I don't want another crappy replacement phone.

 

[jwestyp]

Since I am on my phone getting and not a normal computer, I just wanted to give a brief update on the software update from last night. It has been over 9 hours without a single reboot. The phone has yet to freeze as well. Granted it's not gingerbread yet, it is a vaat improvement to what it was before.

I think HTC did a decent job on this one.

 

[seVer]

if you know it's a software issue, then what is the point of swapping out since the replacement phones will come with the problem software?

and have you never downloaded an app from the market that was pure crap until it was updated ? (words with friends, anyone?!?!) swapping the phone to another of the same with the same software is akin to deleting a problem app and redownloading the same version over and over hoping that it'll work.

also, Verizon isn't the one developing the software. yes, they work with the manufacturer and have to sign-off on the release, but they are a wireless carrier- not an app or program developer.

oh, an OP - if you're having a problem with your phone, what do you expect to be done while you're using it? so, no, they're not "effing kidding". I'm sure you have neighbors. why not say hi and ask to borrow their phone? I did the last time I had an issue...

 

[Yeahha]

Since I am on my phone getting and not a normal computer, I just wanted to give a brief update on the software update from last night. It has been over 9 hours without a single reboot. The phone has yet to freeze as well. Granted it's not gingerbread yet, it is a vaat improvement to what it was before.

I think HTC did a decent job on this one.

Glad it is working for you. You must be breathing a sigh of relief now. Hope it keeps working well

 

[Tide311]

if you know it's a software issue, then what is the point of swapping out since the replacement phones will come with the problem software?

and have you never downloaded an app from the market that was pure crap until it was updated ? (words with friends, anyone?!?!) swapping the phone to another of the same with the same software is akin to deleting a problem app and redownloading the same version over and over hoping that it'll work.

also, Verizon isn't the one developing the software. yes, they work with the manufacturer and have to sign-off on the release, but they are a wireless carrier- not an app or program developer.

oh, an OP - if you're having a problem with your phone, what do you expect to be done while you're using it? so, no, they're not "effing kidding". I'm sure you have neighbors. why not say hi and ask to borrow their phone? I did the last time I had an issue...

Exactly. People need to realize where the blame lies. With HTC. Replacing a phone over a software issue isnt gonna fix said problems. In the long run, just calling in, shipping, etc puts more cost on Verizon's bottom line. Won't make the carrier more cost effective in the future with these types of misguided assaults.

 

[Dark Jedi]

Exactly. People need to realize where the blame lies. With HTC. Replacing a phone over a software issue isnt gonna fix said problems. In the long run, just calling in, shipping, etc puts more cost on Verizon's bottom line. Won't make the carrier more cost effective in the future with these types of misguided assaults.

I would believe that except for the fact that verizon puts the final ok on an update and put what they want on it. After all we get the updates from Verizon and not htc. So how you know the screw up with the update wasnt from Verizon's side. So can't blame HTC when Verizon puts their little fingers on the update.

 

[Tide311]

I would believe that except for the fact that verizon puts the final ok on an update and put what they want on it. After all we get the updates from Verizon and not htc. So how you know the screw up with the update wasnt from Verizon's side. So can't blame HTC when Verizon puts their little fingers on the update.

Well again, its taken 2 months since the first leaked Rom to fix the reboots, and obviously HTC doesn't have good software engineers. Verizon is more than ok to take on a phone with less than stellar software. Still falls on HTC to continue to not get it. They manufacture the phone.