Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.
cancel
Showing results for 
Search instead for 
Did you mean: 
Stuck with frozen phone
KRILAR53
Member

I got my contract with Verizon about 13 months ago.  Yesterday, while using my phone, it switched to the start up screen and was frozen.  I tried restarting in Safe mode and as a last resort tried factory reset.  It won't even factory reset, it freezes when you select Yes.  I took it to the Verizon store who said my only options were to pay $150 deductible to try and file an insurance claim or to pay $300 to buy out the first contract.  Any ideas for what I could try since Safe reboot and Factory Reset don't work?

Labels (1)
Tags (1)
0 Likes
Re: Stuck with frozen phone
Ann154
Expert
Expert

What is your phone model?  You can also consider purchasing a slightly used phone from a third party retailer like Swappa.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

0 Likes
Re: Stuck with frozen phone
rcschnoor
Sr. Leader
Sr. Leader

You could also reactivate an old phone you still have on your line or borrow an old unused phone from a friend/relative to use on your line.

I always keep my old phone(s) for just this situation.

0 Likes
Re: Stuck with frozen phone
kathy65793
Sr. Member

have you tried taking the battery out for a few minutes?

0 Likes
Re: Stuck with frozen phone
vzw_customer_support
Customer Support

rcschnoor, thanks for helping us support our customers. That's a great suggestion. For your convenience, you can activate a different phone on your wireless number online at My Verizon: http://vz.to/1FGCRFC

LasinaH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

0 Likes
Re: Stuck with frozen phone
pherson
Leader

If you have insurance it's possible you have the extended warranty, and you don't have to pay for a replacement. Call Verizon directly. I thought of this when you said deductible.

0 Likes
Re: Stuck with frozen phone
Acrillix
Sr. Member

Always go in this order when troubleshooting freezing phones -

1. Safe Mode

2. Factory Data Reset

3. Alternate Factory Data Reset

4. Certified Like New Replacement (Warranty)

5. Insurance

6. Buy out Contract (DPP Buyout)

7. Retail

8. 3rd Party

0 Likes