Help DROID Incredible random restart/reboot problem

[sic4672]

just called the corporate store here and spoke to the asm. he said he had the problem and it was caused by an app. he couldn't remember the name it,

A: Where are you geographically?

B: My DI rebooted 10 minutes out of the box, hadn't even made it through the set up! So it can't be a app issue......

new bern/havelock (east nc). he said no one else had called about the issue. hopefully I got ball rolling there.

 

[rockstar323]

You need to call and get transferred to tech support and ask them to open a trouble ticket. Ask for the trouble ticket number and post it here so others who are having the issue can reference that ticket.

 

[majorcovert]

Mine has been fine at work in west Greensboro, NC with almost no signal, but is rebooting constantly at my home in Mebane, NC. I'm going to go ahead and replace mine. As long as it is just on my hip it doesn't have any issues, but the moment I do something with the phone it has issues.

 

[DPDAndroid]

It has to be the area.......how did you get your phone? Fed Ex or walk in to a store?

 

[sic4672]

It has to be the area.......how did you get your phone? Fed Ex or walk in to a store?

FedEx, preordered the 19th, got it on the 28th

 

[DPDAndroid]

Mine was pre-ordered as well. Anyone walk into a store in the Triad Region buy the phone and having the same issues?

If it is a "hardware" issue with a batch of phones I would think the ones in the store came from a different warehouse and should not be having the problem!

 

[jamor]

I got mine in Best Buy in Wisconsin and it has never rebooted and has great battery life.

 

[tranceFusion]

I got mine delivered (online preorder).. I'm in PA and the damn thing keeps rebooting. Oh yeah and the battery life sucks. And my signal bars move continuously, like a slot machine. (no this isn't a joke post)

 

[sic4672]

I'm with tech support now, I'll post a ticket number when I get it.

 

[sic4672]

people that preordered, did you phone come from TN? mine did, and I think this is the distribution center for this area. maybe they got a bad batch.

 

[DavidinGA]

I'm in GA and this is day #1 and I have had mine reboot at least 10 times...

 

[cbob]

I just talked to the Greensboro Lawndale store. They guy confirmed for me that this is a network issue affecting the Triad area of NC, and they are hoping to have it fixed by the end of the day today. He said it has nothing to do with the phone.

 

[DPDAndroid]

I just talked to the Greensboro Lawndale store. They guy confirmed for me that this is a network issue affecting the Triad area of NC, and they are hoping to have it fixed by the end of the day today. He said it has nothing to do with the phone.

Why is it that this is NOT known by VZW Technical Support..........WTF?

 

[jamor]

I got mine delivered (online preorder).. I'm in PA and the damn thing keeps rebooting. Oh yeah and the battery life sucks. And my signal bars move continuously, like a slot machine. (no this isn't a joke post)

From the sounds of it, someone took a lot of care into building mine -- I must be special cos it is so far flawless

 

[rockstar323]

Why is it that this is NOT known by VZW Technical Support..........WTF?

There are calling centers all over the country. just because one center knows about it doesn't mean all of them do. That's why a trouble ticket needs to be opened and the ticket number posted so when you call, no matter which calling center gets the call, they can reference the open ticket. If you do this the issue will get resolved quicker.

 

[DPDAndroid]

CBOB.................nice work. I confirmed this with VZW in the Greensboro area. It has to do with the "Network Switch" between towers and it is isolated (mostly) to Greensboro, Burlington, and Winston-Salem. The issue is being "frantically" worked on by IT personnel and "should" be resolved with in 24 hours the most.

We will see!

 

[cbob]

Ha, I bet we talked to the same guy.

 

[majorcovert]

Sounds like they are probably going to be pushing a new SPL file to Everyone from Winston Salem to Burlington, NC. I'm going to be in Raleigh tomorrow so I'll probably reprogram my phone while I'm out there just so I don't have to deal with the reboots. The North Carolina Tech I was talking to said that it is very isolated. He said neither Charlotte or the Research Triangle is effected. So if doesn't get fixed today you can either travel to Charlotte or Raleigh and update your roaming to one of those 2 places.

Or you could always head to the beach. It looks like it is going to be a nice weekend.

 

[sic4672]

So here's my story:

Just got off the phone with Stephanie in tech support. She has passed the issue up the chain as a known device issue. She spoke to a rep at a local store and they will let me trade out my incredible for a new one. They also gave me 250 extra mins and 10% off my second line for the next 6 months. Unfortunately I don't have a ticket number but I can pass along the tech's e-mail if that would be helpful.

 

[majorcovert]

It would be nice if they gave us something for this major inconvenience

 

[DanPonjican]

I haven't had a reboot since updating my phone via *228 > 2 last night. Maybe it is fixed?

 

[InTheCreek]

Everyone I've talked to said it's a "network" issue.

The problem I have with that is this:
Regardless of how good/bad the signal quality is, the phone should NOT reboot.

I've never heard of a phone that shuts down just because of poor signal.

I don't understand how it could be network related, but regardless - I'm hoping this thing gets fixed TODAY!

(Greensboro/Winston area myself)

 

[DPDAndroid]

VZW Tech support (who I made aware of the issue, he actually called the Greensboro Rep) said they are no longer allowed to sell DI's in the Triad Region due to this issue and they will not issue replacement phones at this time. He did assure me it will be fixed ASAP!

Also, I would recommend a *228 option 2 from outside the region (From Durham east). I have a feeling when these phones were activated in that region they didn't get the right software. Could be completely wrong though!

 

[sic4672]

to the OP, I have seen a few threads come up about this issue, can we make this an official thread for this problem and direct everyone here?

 

[sic4672]

Please follow the link in my sig so we can keep this discussion in one place. Thank you.