Droid Turbo Does Not Receive Phone Calls

[GregStough]

Allison, I have owned Droid phones since the very first one came out a number of years ago. I have never had any problems with any of the Droids until now. I have enjoyed how all of my Droids have worked, which is why I've always replaced one Droid with another. But this problem, has me questioning the value of Droid phones. And an internet search will show that there are many other Droid owners out there with the same, or similar, problems I am experiencing, and all of them have the same complaint...nothing that Verizon suggests works.

Setting up voice mail, as you have suggested, would have nothing to do with my phones ability to display that someone called me. If you read my original post, and a number of previous replies, you'll learn that people sometimes call me and I have zero indication on my phone that they have called. When the problem occurs any voice mails that the call leaves for me disappear and I never see them or can retrieve them. I have no clue they even left me a message unless I eventually talk to the caller and they ask why I never returned their call or voice mail. Why didn't I? Duh, because my phone doesn't show me that their calls and voice mails even exist. I have had my voice mail set up for nearly a year and except for recently I have never noticed a problem. The problem I have is intermittent, sometimes my phone works, and other times it leaves me high and dry.

This problem has existed with Droid phones for a number of years. A quick search of the internet shows this reported issue back in 2011. See the link below. I have had Droid phones before then and are not aware of any problems until recently. Of course perhaps there were problems and I just didn't realize it. If my phone started acting funky I'd shut I'd shut it down and it would work fine after the restart. Unfortunately, with the current problem I've restarted my phone and within about 30 minutes my phone didn't work again. I don't know if it didn't reset the problem, or, if the problem just started again, after the restart.

All calls go to voicemail... no change in my setti... - Lenovo Community

So, I'm still looking for a solution, but it sounds to me that there is a systemic software issue with Droid phones and Motorola hasn't figured out how to fix the bug. Complaints about this problem are all over the internet.... Sad...very sad...

[T_east]

Both my husband and myself are having the same problem. I just left the Verizon store after receiving virtually no assistance with the problem. The rep turned the phones off, turned them back on, ran the My Verizon diagnostic which showed no problems and told us to come back if we have the problem again. I explained that turning phone off/on only fixes the problem for a little while, minutes,  hours who knows! I even showed her this thread. She took the phone started reading the post, said let me try one more thing, closed the browser and said "well they want us to run the diagnostic, I ran it, if the problem returns come back" Verizon this is UNACCEPTABLE!!!!!!!

[GregStough]

Yes, I'm sorry to hear that you are having the same problem. Based on many other complaints on this issue all over the internet it sounds like the problem is with Motorola's software. Verizon sells the product, but has no control over the actual software. I suspect that all of the VZW's responses are from basic level service tech's, which is fine, but this is not a basic problem. This is a lot more complex then helping a technically challenged user figure out how to set up their voice mail and how to turn off call forwarding. This is not an issue that most service reps will be asked to correct, and certainly not something that's going to be in their on-line service rep how-to guide. They really need to escalate these issues to the "technical" specialists and program engineers. I've not found any references to Verizon or Motorola escalating this issue at all. They just politely help with the basic knowledge they have and it stops there. I called Motorola and they were of no help either. I explained what was going on, and what I had done  already and they didn't really have anything else to offer. Based on the little real help I received from Motorola, I got the impression that they knew of of problem but don't have a solution so they just want to pacify the consumer as best as they can. ....sad...

I have a lot of troubleshooting experience so I've been trying to gather as much information about my phone's condition when it stops working. About a week or so ago I changed a setting on my phone and I have not had the problem since. It could be coincidental, or it could be a breakthrough in this issue. Unfortunately I'll not really know for another few weeks. My plan is to try this for about a month or so to see if the problem occurs again. If the problem does not occur again I'll change the setting back and see if the issue comes back again. If the problem does not come back after I change the setting then I've not really found anything notable. But if my phone continues to work correctly with my current (changed) setting, but begins to fail again when I change the setting back again, then, I may have found something of significance. If it does fail with the old setting, I'll switch the setting again to what I am using now, to see if the problem goes away. Unfortunately this will take weeks to test completely. 😞

Okay, if you would like to try to change the setting on your phone to match mine I would be interested to hear if your problem goes away too. If the problem goes away for you too, then I believe we are on to something. This is what I did. I noticed that this Droid works very differently than all my other droids...and I don't like it. With this phone I could not use my data connection while I was on my phone, which is very stupid and I hate it. A while ago, I was looking at my phone's settings and ran across the "Advanced Calling" feature. I'm not entirely familiar with what it does, but basically it turns on and off the HD Voice and Video Call feature of the phone. I found my Advanced Calling feature turned "OFF". So I turned it on about a month or two ago. I'm not positive of the exact time-line, but I became aware of this problem while the "HD Voice and Video Calling" feature was turned on. I'm not sure, but I after I thought about if for a while I realized thought that my problem MAY have first started after I turned this feature on. Turning it on allowed me to use both the phone and data connection at the same time, which is how my old droids always worked. But for not I've turned it off and since I've done so I have had no problems what-so-ever. To find this setting I navigate as follows [Settings screen] then go to [Advance Calling] then [Advance Calling] again, then turn off the on-off switch. On my phone doing so unselects the HD Voice and Video Calling options.

So, this problem was occurring several times a week for a couple of weeks. Since I've turned off the Advance Calling feature my phone is working correctly, and I've had no problems at all. I'll leave the settings like this for a few more weeks to see if I have any additional problems. If not, I'll turn the Advance Calling feature back on and see what happens then. Afterwards, if the problem occurs again, it may indicate that the Advance Calling feature is somehow directly connected to this unexcusable  problem.

If any of you have this feature on your phone, and it's currently turned on, try turning it off to see if your problem goes away. If if does please post your results here so I have some additional feedback. Thanks!. And Good Luck!

[vzw_customer_support]

T.east, we always want you to have service. We are happy to help in any way that we can. Are both those phones the same make and model? When at the store location, did we replace the SIM cards?
StevenG_VZW
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[wyealbert]

I am having the same issue with my Droid Turbo (I have 2 of them and they both exhibit this problem).  Some calls come through, others don't.  It's a random problem.  I live in 32163 and have a good 4G LTE signal here.  My phone area code is 410, so I suspect that may be related to this problem since I am no longer in my phone's area code.  This is very frustrating since I am missing a lot of calls and only know who called when I see a voice mail icon.  Also, sometimes the voice mail will not be delivered for several days!  What's up with that??? 

[vzw_customer_support]

Thank you for bringing this to our attention, wyealbert. It is important to us that we gather all the details we can on this particular issue and I am happy to assist.

Did you happen to download any new apps around the time this began? Does the phone have the most recent software update? Please provide a few additional details and we will be ready to continue helping.

SteveR_VZW
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[wyealbert]

Since this has been happening on both of our phones for many months now, I doubt that it is app-related since we have installed different apps at different times.  We are both running Android 5.1 which I assume is the latest available since we have not received any later updates from Verizon.

[GL001]

I am having problems very similar to what Greg is experiencing.  My Droid Turbo is a little more than a year old and the problems just started a couple of weeks ago.  Restarting also helps for a variable period of time.  The additional problem I am experiencing is that sometimes when the phone does ring and I answer it, I can hear the caller but they can't hear me.  I also seem to be able to get texts. All of the other problems are identical.

Some background to help Verizon:

The phone was purchased in January of 2015.

It is the 64gb version of the original Droid Turbo

The phone has never been dropped or gotten wet

My zip code is 12027

I have the problem even when all of the bars are full

I am running Android version 5.1 and the phone is up to date

I have had the advanced calling and video capability activated for about the last six months with the only problem being less clear communications.  Two weeks ago I reset my phone to factory settings (what a pain getting things back to the way they were).  That did not change the symptoms.  I have deleted recent apps without any relief. I did have the same thoughts as Greg and turned off the advanced calling features last night but it is too soon to tell if that will make a difference.

I would really appreciate some help from Verizon or Motorola since this phone isn't paid off yet.

[CharterRobinson]

I am having this problem as well with my Droid Turbo! It has been going on since January and I just found out about it early last week. I had no idea I was missing calls and people were leaving me voicemails until my grandmother told me she had been trying to get me and my voicemail was full. Turns out, I had missed several important voice mails. One of which was a Job Offer! I am furious and when I went to my local Verizon store, they gave me a new SIM card and told me to come back if I had further problems. Guess what!? Problem is still going on! I even tried a factory reset to see if it would help.

[vzw_customer_support]

We greatly appreciate the details that you provide and all that you've done thus far. Do you receive similiar results while the device is Safe Mode? http://vz.to/1ENHmNr

YosefT_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!!