New Env3 keeps turning itself off

My three month old Env3 randomly turns itself off sometime two to five times a day. Somedays it does not turn itself off. It is truly random to me.

Any advice on this? Should I visit the Verizonwireless store to get this issue fixed? There seems to be others experiencing the same problem with this or other phones. What is the best way to fix this without cost?

Accepted answers

clarkbravo

I am not sure if people can download the software update from the Internet. I'm guessing that it is not publically downloadable software.

I took my phone to the Verizon store and the rep took it to the back office and installed the software update for me. The process took about one hour. This is a free service, so no fees involved. The rep did warn me that there was a very rare chance that all my contact info could get lost during the installation. He reiterated that the chance of that happening was very small.

Anyways, after the software update was installed, my enV3 doesn't turn off randomly anymore! Thank you, Verizon! I'm very happy with my enV3!

All comments

Rocko73

Yes, take it into a Verizon store. They will replace it. Env3 has many bugs, this is one of them.

clarkbravo

Thank you. I will do that.

clarkbravo

Went to the Verizon store today. The rep said there was a new software availablefor my enV3. The upgrade took about one hour. Hopefully the software upgrade should do the trick and my phone won't randomly turn itself off.

BSPimpy

Where do you download the updates from?

clarkbravo

I am not sure if people can download the software update from the Internet. I'm guessing that it is not publically downloadable software.

Anyways, after the software update was installed, my enV3 doesn't turn off randomly anymore! Thank you, Verizon! I'm very happy with my enV3!

mcmallett

I would not consider returning the phone for a new one as the "problem solved". I have already done this and the new phone does the same thing. Just about ready to take it back again for another exchange. Obviously a problem for many that upgrading the software or exchanging the phone is not an adequate fix.

clarkbravo

You are right. I marked the wrong response. Software upgrade was the solution. Changing the phone shouldn't fix the problem as you are only getting the same phone with the same software with the bug. Mismark corrected.

Opey

I had this problem with my enV2. After missing an important call due to the phone being off, I happened(!) to I notice that if I smacked my closed phone against my palm, that this would cause it to turn off!

So I took the battery out and gently cleaned the gold-plated contacts on both the battery and on the phone with a soft white pencil eraser (the ones usually found on mechanical pencils are the right type. Be sure to blow out any eraser "crumbs" afterward). After reinserting the battery, the phone would no-longer turn off when bumped around. Much better now!

jimINGR

Another Post suggests that the problem is the battery and its connection to the phone. If you press on the battery on the back of the phone just right you can get the phone to turn off. It's pretty repeatable, so one user commented that they've folded some paper up and placed it between the battery and the phone to take up any slack and help prevent the battery from moving/flexing and losing contact to the phone.

That being the case, software and exchanging both aren't likely to help unless the software update reverses some logic that was shutting down due to a momentary power issue.

A capacitor could help solve this problem. There LG, that was free and didn't cost you anything!

cbeam2

I have had the phone replaced, the battery replaced, and the firmware upgrade on my replacement phone. It still turns itself off.

I just got off the phone with customer service (if you can call it that), the lady basically insulted me over and over. She went thru every call and issue on their records with what can best be described as a "doubting tone" in her voice. In the end she said the only thing they could do is to have me go to the Verizon store and see if they can reproduce the issue.

I attempted to explain that they would have to carry it around for the day or maybe two days to have it do it to them. She said they would have to see the problem first hand to do anything. I am leaning towards this being an issue with the battery contacts or fit of the battery myself. Either way it should be their problem, not mine!!!

I think I will have to voice my displeasure when my contract is up.

Chuck

SgPoyzer

I too have undergone the firmware upgrade and less than a week later I still have the phone shutting itself off intermittently. I will again return to the Verizon store to hand it over to them for repair or replacement. Interestingly enough my granddaughters boyfriend is now on his 3rd EnV3 after being subject to what seems to be a common defect in this model of phone.

I have to wonder at what point Verizon will reimburse me for my time time and gasoline used in attempts to solve their equipment shortcomings. Very disappoint as I gave up an (ATT) iPhone (which functioned perfectly, but was excessively costly) to come back to Verizon. :mansad:

clarkbravo

It sounds like a software upgrade doesn't always fix the problem for some people (my phone still works fine). In my opinion, I would seriously complain and make your displeasure known regarding the enV3 to a Verizon rep. If they don't listen to you, ask for the manager. If the rep or manager is being difficult with you, I'd say you legitimately threaten to switch to another company when the contract is due and tell them that you will make your unfortunate experience known to others to avoid doing business with Verizon (if they know how business works, they should listen to you by now...nothing is worse for a company than a customer taking other customers or potential customers away from doing business with a company).

Hopefully, they will listen to that and replace the phone with an error-free phone or at least give you a month service free.

The best way to damage a company is not only taking your money somewhere else, but turning off existing and potential customers with your true and negative experience.

striated

Another Story. We have four of the Env3s. One has been fine. One replaced once and is fine. One that has been replaced three times. One that has been replaced four times.

Tonight the last two are going to be swapped for different phones. The third one started constantly power cycling (was just replaced on 1-1-10 for the same reason). The fourth just shuts down. I finally called customer service and they ok'd a swap for two of the phones. The CS said the authorization was placed on our account and I shouldn't have any problems. We'll see.

nrogers100

I have had the same issues and attempted solutions. Everytime I bring it in, it is a software update solution. Guess what... it does not work. Then they replace the phone.

I am on my 3rd ENV3 and ready to move on. Just got the third one last week and it shut down 2 times yesterday.

I see other solutions out there like putting paper behind the batter. We should not have to do that!

All is good when it is under warranty, but when the warranty goes out I bet we are all out of luck. Reps in stores are nice, but do more to support the product by acting as though they do not hear about issues like this than recommending a reliable product.

mcmallett

I'm on my 3rd phone. The latest software upgrade made the problem worse. Instead of shutting down every few weeks, it now turns off multiple times a day. Verizon seems to be unwilling to acknowledge the problem. I have made 6 trips to the Verizon store and 3 phone calls to customer service related to this problem. This last time at the store, the manager still offered me only an exchange for the same model. Saying if it happened again, they could look at other options. He said that's all he could do. What's the point of the manager? They never tell me what the other options are except to upgrade and pay more money. My final call to customer service finally got me a different model phone. After hearing my story, I guess the rep knew that I had had enough run around.

BroMoney

For those of you who say Verizon is authorizing different phones....are you getting completly different NEW phones at no charge? What was the final solution being offered? i'm only being offered "new 2-year contract and new phone at upgrade price"?

Thanks

graeme

cbeam2

No way I would do that. They are just roping you into 2 more years.

cdtheis

I had an EnV2 that did the same thing, and now my EnV Touch is also doing it. AND I went to a Verizon store and got the software upgrade. Guess what? Didn't fix the problem. I believe it's a battery/case problem. I think the battery loses connection and the phone resets. Bad case design or something.

noyzsource

If I push anywhere near the contacts on my env3 battery and the phone will shut down. Every time. 100% repeatable.

My solution to this issue as suggested by a coworker was to build up sticky notes inside until it stopped happening.

6 sticky notes between the battery and the phone.

This tells me that something in the spring loaded contacts is either shorting to something else or losing connection when compressed.

Thanks for all your help!

BroMoney

Guys, this phone be considered a lemon and Verizon and/or LG should offer us a refund and allow us to get a NEW phone. They wont however.

I'm on my SECOND replacement ENV3 (3rd phone) and it has the same problem. I can easily replicate the problem by applyin pressure to the bottom edge of the phone.

NO SOFTWARE FIX WILL HELP!

Just grab your ENV3 and put pressure on the bottom edge of the phone, you'll see.

ALSO, not only will it shut off by applyin pressure or light taps, it can also turn itself off by itself. (mine did it 3x last night while fully charged and not touched). Again that is my 2nd replacement unit (guaranteed like-new right verizon?) and it has the latest software updates.

**bleep** phone and Verizon / LG doesn't care.

The_Dude_Abides

You're absolutely right. I tried applying pressure lightly to the back of the battery case, toward the release switch and it turned the phone off every time. I mean, it was LIGHT LIGHT pressure sometimes too.

No software can fix that, it's just shoddy manufactguring.

I can't upgrade until NEXT APRIL either. I'm screwed. Maybe I can dig up one of my old cellphones to use until then. I'm not going to pay 400 bucks retail for some crappy verizon clamshell phone.

Thank Verizon, you screwed me AGAIN! Just like with the Samsun GLyde debacle!

acraftylady2

Ok I thought someone on another post said that LG had fixed that issue with the battery and people were getting corrected phones when they brought them in for the problem? I mean not just certified like new phones but brand new phones where they had corrected the battery contact issue? I have had my ENV3 since December and I got really lucky as I have not one single issue with my phone and neither do a few of my friends that have the phone, no shut down issues or nothing so I have to wonder where our phones were made compared to all these other ones that are defective. Mary

jkurt40

This phone is garbage along with Verizon's service. We have had our env3's replaced about 8-9 times in the past year for shutting down on their own or getting white screens, the reception stinks, at home lucky to get 1 bar, 30 miles away in the big city 1 bar also. Called Verizon and they had me do a *** send for 48 hours everytime we dropped a call then call back and talk to a tech, all this after 2 trouble tickets filed. 1 by phone and 1 from in store management.. Tech says can not find any tickets filed and that I would have to walk around to get a better signal, even if it meant going outside in the rain to make calls, he would not make a ticket out either, just kept insisting I would have to walk and find a better signal. Next time I contacted Verizon , amazingly they could not find where I talked with a tech. He had me do the *228 program, Has this ever helped anyone?. Verizon was good I've had them for 7 years and never ever have I had this kind of reception or attitude from one of their employees like I've had in the past year of service. Letting my contract expire and moving on.

MistahTallyman

Given this phone has problems, I've found something that's worked for me whenever it starts acting up. Essentially you bend the battery contacts to increase the preload against the battery:

- Remove the battery

- Take a needle or thin hook and gently pry the gold contacts from the battery up just enough to remove the end from the phone.

- Press the battery contacts back down with your finger making sure they still pass through the slot on the back of the phone.

- Replace the battery

Assuming you're gentle and don't overbend the contacts, the battery contacts should continue to function properly. After bending them they seem more likely to stay in contact with the battery despite jostling the phone.

Hope this helps!!!

olie1997

Great tip! Seems to be working with 3 sticky notes so far with my env3! If needed down the road, I'll be sure to add more. Thanks so much!

tbcgregory

My girlfriend and I are on a family plan, and she has this phone. Here's what we just went through.

It started doing the turn-off thing. They told her she needed updates, so she got those, nothing. Then they said she needed more updates. Still nothing. After 3 visits to the store, they decided to send her a refurb phone. They were nice enough to offer 2 day shipping, but not nice enough to pay for it. And also not thoughtful enough to realize they wouldn't ship it until the next day (a Thursday) putting the "2nd day" on a Saturday, which FedEx doesn't ship on. Plus, it was the 4th, so we didn't get the phone for SIX DAYS.

Got it, did the backup assistance, was about to set up the new phone, when we realized we couldn't get her pictures to transfer without buying an SD card, which we weren't about to spend any more on this phone. So we took both phones up to the nearest Verizon store (and I don't care WHO's name is on the building lease, if it says "Verizon" and they carry nothing but Verizon products, it's a Verizon store. I wish they'd stop pushing blame to people who "only represent" them), the nearest store being the one at 5858 Greenville Ave, Dallas TX 75206.

The first guy that helped us was a little rude at first, but warmed up when he realized how much of an ordeal we'd been through. He even started to activate her new phone but HE COULD NOT GET SERVICE IN THE STORE. THE VERIZON STORE. So, we went across the street to get some dinner and activate the phone. We called them in the parking lot, and her phone started shutting off even worse than old one! She could touch the back and it would power off. So without eating, and 30 min. until close, we went back to the store.

I told the guy "we HAVE to walk out of here with a working phone for us to be happy." Because I used to be with Sprint, where if your phone was faulty, they bent over BACKWARDS to make sure you had a phone that worked. And after 3 weeks of being jerked around, I was done losing time and gas money on this. He said all we could do was buy a new phone, or wait for "another bad phone to be shipped to us" (his words). I was astonished. I was talking with my hands, out of disbelief that they wouldn't rectify THEIR problem! We were the only ones in the store, minus the 2 employees.

The other guy walked over (Josh), with an obvious agenda. He asked the guy if he needed help, and the guy said "I got it". But Josh was on a mission. He said to me "It seems like you're trying to make us sound stupid." Again... I was floored. I looked at him with wonder and said "Huh? Stupid? I have no iDEA what you're talking about! I just want a phone that works!" and he started MOCKING me, waving his arms around, saying "I can do that to! I can spin the wheels! I can do this all day long!!". My girlfriend and I were SHOCKED that he was talking to me like this, because in no way was it called for! I'd be the first to admit if I was being an **bleep** in the store, but I was far from it. The other guy looked embarassed and even a little scared, which I can understand because Josh was absolutely threatening! My girlfriend and I literally thought his next words were gonna be "Let's step outside!!"

The other guy told Josh to cool it, but he didn't. He got madder and madder, despite everything. I looked at her and said "we're leaving", and left.

We were in a rage. We flew across the city to another Verizon store, before they closed (they had FIVE MINUTES to close). We walk into the one on 5631 Lyndon B. Johnson Fwy, Dallas TX, 75240, where the lady that was managing the store got us a battery being shipped Next Day Air, and switched the phone back to the older one (that doesn't shut off so bad). And she calmed us down. She did that in THREE minutes.

If this phone doesn't continue to work, I don't see how Verizon is saving ANY money shipping and refurbishing phones, over replacing them with new phones that actually work. I'm on the verge of reporting this whole thing to the BBB. And I won't stop sending letters and calling to complain until something is done about the Greenville Ave. Verizon store.

acraftylady2

tbcgregory wrote:
My girlfriend and I are on a family plan, and she has this phone. Here's what we just went through.

It started doing the turn-off thing. They told her she needed updates, so she got those, nothing. Then they said she needed more updates. Still nothing. After 3 visits to the store, they decided to send her a refurb phone. They were nice enough to offer 2 day shipping, but not nice enough to pay for it. And also not thoughtful enough to realize they wouldn't ship it until the next day (a Thursday) putting the "2nd day" on a Saturday, which FedEx doesn't ship on. Plus, it was the 4th, so we didn't get the phone for SIX DAYS.

Got it, did the backup assistance, was about to set up the new phone, when we realized we couldn't get her pictures to transfer without buying an SD card, which we weren't about to spend any more on this phone. So we took both phones up to the nearest Verizon store (and I don't care WHO's name is on the building lease, if it says "Verizon" and they carry nothing but Verizon products, it's a Verizon store. I wish they'd stop pushing blame to people who "only represent" them), the nearest store being the one at 5858 Greenville Ave, Dallas TX 75206.

The first guy that helped us was a little rude at first, but warmed up when he realized how much of an ordeal we'd been through. He even started to activate her new phone but HE COULD NOT GET SERVICE IN THE STORE. THE VERIZON STORE. So, we went across the street to get some dinner and activate the phone. We called them in the parking lot, and her phone started shutting off even worse than old one! She could touch the back and it would power off. So without eating, and 30 min. until close, we went back to the store.

I told the guy "we HAVE to walk out of here with a working phone for us to be happy." Because I used to be with Sprint, where if your phone was faulty, they bent over BACKWARDS to make sure you had a phone that worked. And after 3 weeks of being jerked around, I was done losing time and gas money on this. He said all we could do was buy a new phone, or wait for "another bad phone to be shipped to us" (his words). I was astonished. I was talking with my hands, out of disbelief that they wouldn't rectify THEIR problem! We were the only ones in the store, minus the 2 employees.

The other guy walked over (Josh), with an obvious agenda. He asked the guy if he needed help, and the guy said "I got it". But Josh was on a mission. He said to me "It seems like you're trying to make us sound stupid." Again... I was floored. I looked at him with wonder and said "Huh? Stupid? I have no iDEA what you're talking about! I just want a phone that works!" and he started MOCKING me, waving his arms around, saying "I can do that to! I can spin the wheels! I can do this all day long!!". My girlfriend and I were SHOCKED that he was talking to me like this, because in no way was it called for! I'd be the first to admit if I was being an **bleep** in the store, but I was far from it. The other guy looked embarassed and even a little scared, which I can understand because Josh was absolutely threatening! My girlfriend and I literally thought his next words were gonna be "Let's step outside!!"

The other guy told Josh to cool it, but he didn't. He got madder and madder, despite everything. I looked at her and said "we're leaving", and left.

We were in a rage. We flew across the city to another Verizon store, before they closed (they had FIVE MINUTES to close). We walk into the one on 5631 Lyndon B. Johnson Fwy, Dallas TX, 75240, where the lady that was managing the store got us a battery being shipped Next Day Air, and switched the phone back to the older one (that doesn't shut off so bad). And she calmed us down. She did that in THREE minutes.

If this phone doesn't continue to work, I don't see how Verizon is saving ANY money shipping and refurbishing phones, over replacing them with new phones that actually work. I'm on the verge of reporting this whole thing to the BBB. And I won't stop sending letters and calling to complain until something is done about the Greenville Ave. Verizon store.

Was her phone under the 1yr manufacturer's warranty? When my sons ENV2 inside screen went black he was in the 1yr warranty and we didn't have to pay for the 2 day shipping, the store just ordered it and it came to the house with the certified like new phone they gave him. What version of the software are they on? Last I got was version 7 in Dec 2010. Mary

unknown

tbcgregory,

I definitely apologize for the way you were treated at this store. We don't want our customers to be treated this way at either our corporate stores or authorized dealers. I can submit feedback on the representative, I would just need their name if you have that information. This is not a Verizon Wireless corporate store so I don't have access to each of the store representatives names.

With certified like new replacements, our current shipping policy is to send out the phone thru US Postal Service, which is 3-5 day shipping. If you have total equipment coverage insurance or extended warranty, then the phone is sent overnight shipping at no charge. For faster shipping options, charges do apply.

We have recognized that the issue causing the LG EnV3 to power off was due to a battery that didn't fit correctly. We started shipping replacement phones with brand new, redesigned batteries around May 2010. This has resolved the majority of these issues, and as you can see, there are not many posts to this topic within the last year. I had an enV3 myself and received one replacement for this issue last year and it never powered off again. For any users still having this issue, we handle on a case-by-case basis, as with any other phone. We do not offer brand new phones because the new battery resolves this issue.

plsl

I have a Env3 which keeps turning off. I took it to local authorized store. They called the Verizon Customer service. The customer service told they were not aware of any problem with Env3 and they can not do anything unless the phone is under waranty (which it is not).

What is the procedure for geting the new battery?

Thanks!

vanessas_vzw

Good morning plsl.

I understand how frustrating it can be not having a reliable device, and then not being able to have easily resolved would make it that much worse. You said you went into an Authorized Verizon Wireless store, did you go into a Communications Store at all? (Communications Store is a direct Verizon Wireless store.) Do you know what the software version is for your enV 3? The very first software version had issues with random power cycling; however, there have been software releases to fix it. The original software version was VX920V02- the latest version is VX920V07. If you do not have the latest version, you can take your device into a local Communications Store to have it flashed. To view the software version, please follow the steps below, on your wireless device.

Software Version:

From the main screen, press Menu
Scroll to Settings & Tools
Scroll to Phone Info, press OK
Scroll to SW/ HW Version, press OK

Please select the following link for a nearby store: Store Locator

If you need to purchase accessories, such as a battery, please contact the manufacturer, LG at 800-793-8896 or online, LG Website

Thank you,