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No SIM / service after latest software update

My Pixel 7 has been working great for the last year and month, until this morning after a software update.

After this update, the phone no longer receives any kind of cell phone service signal, whether it be 5G, LTE, 3G, etc.

It says "no SIM / no service" in the upper left corner of the screen, but I just got out of the Verizon store where they replaced the SIM, and still it says "no SIM / no service." They said that it was probably the antenna that wasn't working well, but it was working just fine before that software update.

Connecting to wi-fi hubs still works, but I can't receive nor send calls.

The Assurion store across the street told me that there wasn't anything they could do, unless I left it with them, pay the diagnostic fee, etc.

Since it's about 6 weeks out of warranty, I'm now stuck paying for a phone that no longer works as intended,

As a Verizon customer of 14+ years, this is most disappointing. I've never had to buy device protection, since Verizon has always provided me with devices that were built rock solidly, and that I always gently care for my devices.

Comments

Verizon_Support

user110877, we're so sorry to hear about the issue you're experiencing with your Pixel 7 after installing a software update. Based on what we've seen, this does seem to be a known issue. Verizon continues to work closely with Google, and we do have some recommendations that can help aid Google in identifying a solution. Please refer to this thread and see the accepted solution here: https://community.verizon.com/t5/Google/Pixel-7-doesn-t-receive-calls-or-texts-after-Android-14-March/m-p/1746287#M7781

~Izzy

user110877

Thank you for the response.

I have already done that, and nothing changes. My phone is still not receiving any cell phone signal.

Verizon_Support

We're always happy to lend a hand, user110877. Please tell us, besides resetting your network settings, and submitting feedback to Google, what other troubleshooting steps have you completed so far?

~Izzy

user110877

I've taken it to the Verizon store. They swapped out the SIM card, and from the Settings menu, the phone can see the SIM card just fine.

They said that the phone itself was receiving no cell phone signal, and it wasn't due to the SIM, the SIM tray, etc.

According to that link you sent, it seems that the firmware for the radio antenna is defective, and has been doing this to many other Pixel phones as well from the March and April "updates."

I don't know why such an update were released, since the phone was working perfectly fine before this "updated" firmware basically crippled my phone.

I really don't want to buy a brand new phone, seeing how I still have almost two years of payments left on this one, and my only other choice would be to switch to a different cell phone provider.

Google says that it would cost about $429 to "repair" this issue through an Assurant affiliate, that wasn't anyone's fault (but their own).

Scott5337

Hello, sorry to hear about the issue. What update did you receive today? Was it an Android OS update? I have a Pixel 7P on Verizon also and there have not been any new updates released recently. The last update was released around April 18th. The April 18th update was Build Number APAP1A.240405.002.B1. What is your current build number? (Settings > About Phone).

If you just now received the B1 build then it should not have caused what you are describing. The issue with the March update was that many Pixel 7, 8 and Fold phones were not receiving calls and texts. The issue had nothing to do with not recognizing a SIM. A restart fixed the problem for a day or 2 and then we stopped receiving calls and texts again. Restart, problem fixed, etc., etc. The B1 update from around April 18th fixed the problem.

Have you tried a factory reset and setup the phone as new again? Do not restore from a backup.

user110877

It currently says AP1A.240405.002.B1.

I'll try a factory reset to see if that fixes the issue.;

user110877

The phone itself sees the SIM card, and comes up with the correct identity.

The Verizon store also confirmed that the SIM itself was fine, since swapping it out with a new one didn't change anything.

Scott5337

Did they at least go into your account settings from their tablet or computer and verify that your phone was still provisioned correctly on the network?

user110877

Yes. The lady at the Verizon store (a very nice person, and a credit to the company) did that.

user110877

Just finished the factory reset, but that didn't help anything.

Scott5337

@user110877
wrote:
Just finished the factory reset, but that didn't help anything.

Sorry to hear that. The only other thing I can think to recommend is go back to a Verizon store and ask them to help setup an eSim. Maybe your phone will work with an eSim vs a traditional SIM? It's worth a try (and should be free).

user110877

Thanks. You've given me more help suggestions than what I could get through Verizon's official reps on this forum.

Yeah, they tried installing an eSIM at the store, and that didn't change anything either.

Right now, I'm mulling over trying Android 15 Beta...

Scott5337

@user110877
wrote:
Thanks. You've given me more help suggestions than what I could get through Verizon's official reps on this forum.

Yeah, they tried installing an eSIM at the store, and that didn't change anything either.

Right now, I'm mulling over trying Android 15 Beta...

At this point it can't hurt. I usually join the Android beta around Beta 2 which should be out soon. Usually by the time Beta 2 is released it's stable enough for every day use. Just make sure you read and understand how to exit and when you can exit.

That April B1 update corrected faulty firmware in the radio on our phones. It sounds like your firmware is corrupted somehow. Which would explain why a factory reset did not help.

SynthpopAddict

Can @user110877
get a replacement phone (if they have the insurance), if the firmware is corrupted? That's really too bad that software updates can randomly brick a phone.

Scott5337

@SynthpopAddict
wrote:
Can @user110877
get a replacement phone (if they have the insurance), if the firmware is corrupted? That's really too bad that software updates can randomly brick a phone.

Maybe, it's hard to say. You would have to prove, with certainty, that the software update definitively caused the condition. Who's to say the motherboard didn't go bad coincidentally while the phone was restarting after the update? It's hard to know 100% for sure that a software update is the cause of what could be hardware failure.

user110877

It would be a monumental task to prove to Verizon or Google, that a software update caused the issue. I can't rule out the possibility that some other component may have failed, but some intermittent failures should have popped up along the way.

Trying to get it repaired is going to cost just as much as the buyout of the device, and even then, there's no guarantee that something like this wouldn't pop up again.

In the end, I'm simply going to bite the bullet get a credit for a trade-in, and get a new phone from Verizon, since there are some promos going on right now.

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