Help Droid Turbo not ringing when someone calls....help!

Kevin-B · Apr 29, 2016

My partner and I have identical Turbos (how cute!) and have been having this problem Reading the thread, it's clear that there are at least two different difficulties people are having.

The phone does not make an audible ring, and the call goes directly to voicemail. There is a "missed call" notification and the call can be retrieved from voice mail. That might be a volume or interruption setting. That's not the problem we have had.
The call does not only fail to ring, the phone behaves as if no call came in at all. There is no "missed call," examining "recents" in the dialer app shows nothing at all, and there is no voice mail. This is the problem we have had, as have several in this thread.

Adjusting the "sound and notifications" setting will do nothing to remedy this. This bug was completely repeatable. Every single time I called my partner, the call was completely ignored. That made it easy to figure out when we got it fixed.

I did a lot of searching on the internet for this problem. The bug seems to be a known issue affecting some. Those complaining on the Verizon message boards and independent Droid boards are not finding a specific resolution, but they suggest these potential cures. I've listed them in my estimated order of likely success:

Clear the system cache. Find the specific instructions for your version of the Turbo at http://androidforums.com/threads/droid-turbo-reference-and-tips.879102/#post-6797620 and follow them carefully: it can be tricky.
Under Settings > Wireless & Network group > More > Cellular Networks > Preferred Network Type: change from "Global" to LTE/CDMA. (During international travel, you may need to change back to "Global")
Change Settings > Advanced Calling "off" and then "on", or try leaving it in the opposite setting from where you found it. Remember to turn off Video Calling, which will eat your data plan alive. Unfortunately, turning this off and leaving it that way will make call audio less clear in many cases.
Power the phone off and remove/reinsert the SIM card, which is located inside the volume rocker switch.
Settings > System Updates > Check for system updates.
If you use Call Forwarding on your main number, dial *73 to cancel it. This will disconnect Google Voice transcriptions from your main number, if you use that feature.
Turn off Motorola Actions, which is an app. I'm not sure which actions are supposed to be involved or how to turn them off. Unfortunately, this can mess up the "OK Google Now" feature among others.

We each tried steps 1-5 in various orders, testing after each one. Turns out that step 1 seemed to have the best results. That process takes about 20 minutes to complete, but is worth doing periodically anyhow.

It's been 10 days and so far the fix has held. Fingers crossed that this is a reliable cure.

robeward · May 3, 2016

well i guess i better get started going through the list. i have owned my turbo for probably more than a year and it just the other day started not giving any indication of an incoming call.

dialing #73 does fix it immediately but it doesn't last.

I only discovered the HD calling a few months ago so i turned it on so i could surf the web while talking. the timeline doesn't seem to fit as to why i just a couple days ago started having this problem but that is the only significant setting that i have ever changed on the phone.

thanks for collecting the info in one spot. i also have recently developed some serious battery drain issues. with limited use my phone is dead at the end of the day. not sure if this is a common issue/bug or if there is some hardware problem. but that would fall under a different thread

Kevin-B · May 5, 2016

Hope you have good luck with this. The fact that turning off forwarding temporarily works for you is an interesting indicator of ... something. ?

I too have had recent battery drain problems. I didn't think they were related to this problem, but based on your message perhaps they are.

robeward · May 5, 2016

Well I can report since clearing the cache on Tuesday I haven't had any.missed calls that I know of (but then again how would I know?) and my phone is behaving much better including battery drain.

Not sure how clearing cache does that but it definitely worth doing even if you don't have problems with your phone.

Oh and I like most don't think the turbo was really much of an upgrade over the previous droid (which I had) other than slighlty bigger screen and more RAM.

madamemarceau · May 9, 2016

This has been an ongoing issue with me for years. It got so bad at one point, VZW forced me to change my phone number because they thought it was corrupted. 3 weeks ago, I began having this problem for the first time on the Turbo. Most of the things I have seen on this thread have nothing to do with the calls not actually coming through to the phone.

In the last 3 weeks, I have: replaced my sim card, done a hard reset, exchanged my handset, opened and closed a network ticket, ran a software repair utility since it happened to the replacement phone the day i got it and activated it, and then watched my husband call me from the next chair and still the phone didn't ring. My issue is that it was random. Indoor or outside, local or traveling, mobile or landline. there was no pattern or anything. The last thing they did was completely disable the advanced calling feature (according to VZW, this is a known moto issue without a fix as of yet). Now I'll get missed call notifications, but the phone will or will not ring according to its whim.

Over the last 3 weeks, I have spoken to 15 VZW tier 2 reps and had 2 network tickets open, spent almost 24 hours of my life speaking to verizon. Now, i have a phone that cannot use the GPS while on a phone call.

madamemarceau · May 9, 2016

Darron Woodward said:
You are not alone. I have this problem and Verizon has no idea on how to fix it. I have over 8 hours on the phone and have gone through multiple phones. I miss 20-30 calls per day.

I am so relieved I am not the only one going through this.

robeward · May 9, 2016

madamemarceau said:
...Most of the things I have seen on this thread have nothing to do with the calls not actually coming through to the phone...

i am confused by this statement. this thread is basically only about this issue. what i had sounds like what you are experiencing. you can watch someone make a call to your phone and your phone will do absolutely nothing. they can then immediately send you a text and it comes through with no problem.

the #73 would work for me but didn't last. one time i actually called #73, the person called me back, the issue popped up mid phone call, the call dropped, the person tried twice to call me back, i called #73 again, then they could call me. crazy stuff.

my phone seems to be back to 100% since the cache clear. follow the instructions provided or just do a search online for them. it is pretty easy to do. the first time i did it my phone actually locked up during the clear. i rebooted and did it again and it worked fine. it can take several minutes for it to clear.

elleirdad · May 9, 2016

Does anyone know if this problem also exists on the Moto X Pure?

I have had this problem on the Droid Turbo. (I also have another problem. The phone mutes on answer when I physically pick up the phone about 50% of the time.) I am thinking it may be the Verizon implementation. I wonder if a Moto X Pure from Motorola would solve the problem for me.

speede541 · May 9, 2016

Launch day Droid Turbo owner here, now experiencing the same problem.

My original device worked fine, never experienced the issue through March 2016. I took advantage of Verizon's screen replacement warranty and received a new (maybe refurbed? -- don't know, looked new) handset. This issue has been driving me nuts.

Caller calls me, but the phone never "sees" the call, although usually I get a voicemail notification immediately.

Been up and down the support chain, including tier 2 and network (forgot their acronym), and all make it sound like this is an odd problem they've never heard of before. I'm pissed to come across this thread and see it's an ongoing known issue they're just trying to wait out.

What kills me it data connectivity is fine, and I have no problem making calls. Resolution attempts have been *73, new SIM, wipe & reset, turning off advanced calling, and a bunch of setting changes on Verizon's end that I don't know about.

At what point am I able to twist their arm into providing me a different model? Has anybody done a like-for-like exchange and received a working device?

doogald · May 9, 2016

elleirdad said:
(I also have another problem. The phone mutes on answer when I physically pick up the phone about 50% of the time.) I am thinking it may be the Verizon implementation

I'm thinking it might be advanced calling. That happened to me with ac on (two different phone models). I turned it off and it's been working fine ever since.

doogald · May 10, 2016

Hey - how many people with this problem switched the preferred network from Global to "LTE/CDMA"? Does it ring through if you switch back to Global?

See http://forums.androidcentral.com/mo...ing-switched-global-now-does.html#post5170595

RedHorse · May 13, 2016

Same problem for me. I had this happen probably five times over the past year (always when I was desperately waiting for a phone call that "never came" (the voice mail indicator on my phone eventually did show up, but not immediately).

I wiped the cache partition last week (to help with a battery drain problem and it actually did) and today while waiting for an important phone call my vet, it did it again. A half hour after the call was made, the icon showed up on my phone. I called Verizon and they told me there was a system update that had just been put out to address this. I checked and sure enough, there was an update that my phone had not notified me about. I'm keeping my fingers crossed that this fixes the problem. What good is cell phone if it won't let you know when calls are coming in....

robeward · May 14, 2016

Redhorse can you tell us what version software you have or what update you did?

Sad to report the issue came back up. My battery seemed to be drai ing extra fast yesterday. I charged it on the way to the beach. Had 50% charge when I went to bed. Woke up to a phone with 9% left of charge and I had perfectly good signal. So o grabbed the wife's phone and tried to call mine with no luck. Dialed the *73 again and like magic it works now. This issue seems to be tied to extra battery drain.

robeward · May 14, 2016

Just checked.

23.21.49 was waiting to be installed. Hopefully this update addresses the issue. Is there a place to read about what fixes were in the install?

RedHorse · May 16, 2016

Yes, the update was 23.21.49 (it came out three days ago). It has some security patches and "improved network as well as call performance" (i.e., hopefully now the phone will actually ring!).

speede541 · May 16, 2016

Pleased to report the Friday the 13th patch seems to have addressed the issue.

I installed the update that morning, switched back on Advanced Calling, changed back to "Global" network (I had switched over to LTE/CDMA for the prior week).

Battery usage back to something approximating normal, and I haven't been able to duplicate the missed call problem (or to be more correct, lack of a missed call notification).

For what it's worth, I spoke with Verizon days before this patch and asked for some sort of credit as consideration towards the purchase of a different device, since clearly the Turbo has a known defect. They flat refused, basically calling my bluff to cancel my service. Frankly, with my data usage level, Verizon's UDP is the best deal going for me.

I'm happy this update worked for me, but can't believe this has been a problem for some Turbo customers since launch. Ridiculous!

Thom · May 17, 2016

It is now four days since 23.21.49 was released.

Did it correct this problem?

... Thom

RedHorse · May 17, 2016

So far, so good for me. But, as I mentioned, I didn't notice the problem more than a half dozen times over the past year. Of course, that could be because I hardly ever "wait" for a call. I've had several people call me to check that everything is ok and can't reproduce the problem.

madamemarceau · May 18, 2016

i had some issues on Tuesday, which I marked with the #832 that I was requested to by my network support tech.

madamemarceau · May 18, 2016

robeward said:
i am confused by this statement. this thread is basically only about this issue. what i had sounds like what you are experiencing. you can watch someone make a call to your phone and your phone will do absolutely nothing. they can then immediately send you a text and it comes through with no problem.

the #73 would work for me but didn't last. one time i actually called #73, the person called me back, the issue popped up mid phone call, the call dropped, the person tried twice to call me back, i called #73 again, then they could call me. crazy stuff.

my phone seems to be back to 100% since the cache clear. follow the instructions provided or just do a search online for them. it is pretty easy to do. the first time i did it my phone actually locked up during the clear. i rebooted and did it again and it worked fine. it can take several minutes for it to clear.

To explain simply, this is an issue i have been having for years. Before Android even. VZW thought there was a problem with the phone number itself. which means that the call fowarding fix or the advanced calling fix or anything else mentioned on this thread would not have and has not helped me. I have taken all of these steps with no resolution. Before posting, I read every single post to see if I missed something in my ongoing saga.

What is worrying me right now is that I am waiting for some very important calls and have no confidence that I will actually receive these calls, despite the patch and despite all of the other steps I have taken.

doogald · May 18, 2016

madamemarceau said:
To explain simply, this is an issue i have been having for years. Before Android even. VZW thought there was a problem with the phone number itself.

What a nightmare. Have you or Verizon thought about just changing your phone number? That's a pain itself, but hopefully would solve your problem?

Thom · May 18, 2016

... perhaps with Verizon's help change it as an experiment with the intention of changing it back if the problem is not solved?

... Thom

madamemarceau · May 18, 2016

doogald said:
What a nightmare. Have you or Verizon thought about just changing your phone number? That's a pain itself, but hopefully would solve your problem?

they changed it 3 years ago....my original number was 13 years old at the time.

RedHorse · Jun 10, 2016

Well, I missed two calls this week... that I know of (these were the people that left messages). The phone was in my hand
when both calls went to voice mail... there was no vibration, no nothing. (I was looking at photos one time and a map the other). This. Is. Unacceptable.

Thom · Jun 10, 2016

Welcome to Android Forums.

You are aware I assume that your phone has 7 volume controls and they can be changed manually or by an app ... right?

One of them is Ringer.

My ASSUMPTION is that either you changed it to 0 without knowing it or you ran an app that did. It would remain at 0 until someone or something changed it.

FWIW ... I think the volume controls are the most complicated and misunderstood aspect of un-root-ed Android devices.

... Thom

Help Droid Turbo not ringing when someone calls....help!

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