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the last system update has made the phone unusable - need to remove/roll back
Jimmyhunter
Member

apparantly the phone updated to S3RQ32.20-42-10, now nothing works, cant make or receive calls, none of the apps work ( complete lockup requiring a reboot )   Verizon customer support is apparantly closed,  running out of options -

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Re: the last system update has made the phone unusable - need to remove/roll back
Jimmyhunter
Member

Just finished with Verizon tech support - claims they cannot revert the OS - which is incorrect, it CAN be reversed, they just don't care to - We're going to contact Motorola support, but ultimately the burden falls on Verizon.  going to look at other cell providers, cant function this way. 

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Re: the last system update has made the phone unusable - need to remove/roll back
Jimmyhunter
Member

Motorola refuses to address the issue, guess I am going to have to get a new phone - ( this one is only 4 months old ! )   Thanks to Motorola and Verizon for standing behind their products ! 

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Re: the last system update has made the phone unusable - need to remove/roll back
Jimmyhunter
Member
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Re: the last system update has made the phone unusable - need to remove/roll back
acraftylady2
Sr. Member

Wow glad I don't buy Motorola since it seems like they don't stand behind their phones.  LG update bricked a phone once and LG had me send it back and they fixed it.   Cost me nothing to do this as they gave me a prepaid mailer.   They admitted it was there update that did it.

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Re: the last system update has made the phone unusable - need to remove/roll back
vzw_customer_support
Customer Support

Having issues with your device after you do an update is not cool. The updates are created by the OEM of the devices. Reaching out to them is the best way to get the issue resolved.  *Rhonda

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Re: the last system update has made the phone unusable - need to remove/roll back
Jimmyhunter
Member

I spent several hours with Motorola tech support, they said they cannot fix it, ( need to wait until android 13 comes to the Moto G ) and they won't roll it back to 11, so they referred me back to Verizon.   I have worked in IT for over 25 years - I have never had a vendor prevent us from rolling back a bad update.  Not CIsco, Fortigate, Microsoft, HP, none -     I have a phone that is only 4 months old, and I can't use it, and Verizon won't take it back. 

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Re: the last system update has made the phone unusable - need to remove/roll back
acraftylady2
Sr. Member

How old is the phone, still in warranty?  Even if the update is rolled back how do you prevent it from updating again?  Would other providers have  rolled back the update and it's just Verizon that won't?

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Re: the last system update has made the phone unusable - need to remove/roll back
vzw_customer_support
Customer Support

Software updates are meant to improve things, not make them more difficult, Jimmyhunter. Many companies are involved with a software update, but it is the manufacturer who releases the update once it is approved. We service the phones. We do not have the ability to "roll back" an update, though I do understand what you are saying. In my experience here (over 10 years) I have not seen a manufacturer roll back an update. Did Motorola mention when they might expect Android 13 to be available?

-George

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Re: the last system update has made the phone unusable - need to remove/roll back
vzw_customer_support
Customer Support

You can turn off automatic updates.

*Harley

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