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upgraded lost photos & ringtone but contacts transferred

I upgraded my old Samsung Stratosphere to a new Galaxy S6 recently. The representative at a Verizon Store did the transfer. My 100+ photos and ringtone are gone, but my contacts transferred ok. What could have caused this? Is there any way to retrieve them? The rep has worked with her Verizon support, they say the photos are out there somewhere but as of yet no one has been able to get them to download onto my new phone.

Comments

Ann154

Personally I would never let a store rep do the transfer.

Do you still have the old phone?

JULWYO

I do still have the old phone. On the same day I transferred his old

phone to my old phone. He is using it now and has all his contacts and

photos, but not mine.

Ann154

Who is he?

JULWYO

Oops, was late when I replied....He is my husband. He took my old

phone, so we still have it and he is currently using it. I've searched

for my photos on the old phone but they aren't there either.

Verizon_Support

JULWYO,

We certainly hoped your upgrade experience would have been a better one indeed. As Ann154 mentioned it sounds like the store location may have performed a factory reset on the Stratosphere before activating it on your husbands line. With completing this step it would have removed any of the media saved to your device and would not be able to be retrieved. Did you happen to have a memory card inserted in the device by chance?

CandiceH_VZW
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JULWYO

I did come home with a memory card, I'm pretty sure I remember having it

in my phone. I did take it to the store, but I don't know if they were

able to access it. They said their tech people told them 400 pictures

were available for download. I was told by the store rep a work order

was initiated and a support tech would call me that night, but no one

called. I will take my memory card to Walgreen's and see what is on it.

I was told I had to purchase a new sim card for the new phone, but I was

not given the old sim card that was in my phone. I hope that doesn't

compromise my security somehow.

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