I also own a Thunderbolt and my service too has become horrible since the upgrade. I have dropped calls when I can make calls. The phone take up to 15 seconds before it calls. 
After ICS upgrade , when I select a contact to call , and then press cell or home , the response time is very slow.
I have pressed the call button more than once thinking it did not take. Then when it does take I end up calling the person
more than once because it has buffered the calls . What can be causing this ?
If you have an answer Please email me at: Personal email address removed to comply with VZW ToS< Thanks
Message was edited by: Verizon Moderator
Hello mqswalker,
I'm extremely sorry to learn that your device is causing you issues after a recent software update. When it comes to software updates, these are meant to make the device function better and not worse. Let's get right to work and get this resolved for you. From personal experience it sounds like your device may have not taken the update correctly. to resolve this issue, we recommend completing a hard reset on the device to clear out any final bugs. To complete a hard reset, please follow the steps below.
Applications
Settings
Backup & Restore
Factory Data Reset
Please keep us posted after completing this process if you are still having issues, thanks!
MatthewS_VZW
VZW Support
Follow us on Twitter @VZWSUPPORT
Mine and my wifes thunderbolts have become horrible since the upgrade was pushed. Apps are slow, or don't even load some times. Trying to make a phone call is sluggish and at times it will try to call twice at the same time for some reason.
however, i overlooked all of this because i liked the look of ICS. then last week after being pushed two updates in a row, it now will just turn off at random times. i can't even go to a webpage anymore because it will immediately crash. better yet, when i try to reboot the phone, it will get to the point where it recognizes the verizon network, and then just shut off again. this happened to me 8 times in a row the other day. it will also say that the battery is in the red, even though it had a full charge before the crash.
i have found that if i plug my phone in and then boot it up, it will boot up correctly. that is the only way i have been able to get it to actually boot up since all of this started happening. it will still show the battery is about to die, and then about 15 minutes later it will show it is at 100% again.
i tried to do the chat with a reprensentative today and the guy was asking for my account password before he could look into my issue. what kind of company asks for a password. that is the dumbest thing i have seen. so now, i have a phone that "sometimes" works, and online chat that reminds me of a scamming site.
when my wife called to talk to someone they told her that it was htc's fault and that it would cost us $60 each to switch to new phones. how is that customer service? besides, verizon's network sent the update. there is no way that they can try to say it wasn't their fault. that isn't how the real world works.
i have reposted this from another thread, but since there seems to be someone from VZW reading this, perhaps some info can be found...
Hi AcN_Rupert,
I truly feel your discontent! My daughter also has a Thunderbolt device and she had experienced similar issues after the software upgrade. I'd like to share that my daughter's phone post software issues were resolved by doing a factory reset http://bit.ly/NdQpOF please try it and keep us posted. I see that you contacted our chat team for assistance and they asked for your account password; this done so they can access the account and verify proper account provisioning as well as device software information to better troubleshoot all issues.
AntonioC_VZWSupport
Follow us on Twitter at www.twitter.com/VZWSupport
I performed the factory reset. I even did it a second time, just in case. The phone is moving much quicker, but the crashing is even worse now. I'm lucky if I can use an app for more than 5 minutes without it shutting off. Just yesterday it started happening while on phone calls. With us not having a seperate home phone, this is a big issue.
My wife tried calling Verizon customer service and was told it would be $60 for us to upgrade our phones. This was after Verizon blamed HTC and had her call them, and HTC blamed Verizon and had her call Verizon back. There was also an offer of us mailing them our phones so that they could do a factory reset and send it back. When she asked for loaner phones during this down time she was informed that isn't an option.
Our phones aren't up for upgrades until July, so it looks like we have to suck it up till then or shell out full price. This seems ridiculous, since we didn't ask for this upgrade, and we weren't given an option to opt-out.
One of these 2 companies needs to step up and fix the issue that was caused by them, instead of passing the buck and screwing over the consumer.
My phone also started having the same issues. I thought it was a bad battery, but apparently not. I had the same quick discharge issues, multiple calls made issues, slow response time issues, etc.
I just did a factory reset, and nothing has changed. It's still acting up in all the same ways.
There really should be a case study done about the HTC TB. It is hands-down one of the worst smart phones ever produced--from the buggy software to the lack of updates/patches (or the grossly delayed patches that made the phone worse). It has completely turned me off to HTC, and almost pushed me away from Verizon. If I hadn't recently upgraded my wife's line and had a year left in our contract, I'd have been gone to AT&T.
Still using my Tbolt after two years of ownership.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
I envy you. I, on the other hand, can't wait to get rid of the TB.
Hey there chris_k,
I am sorry to hear about the multiple issues that you have been having with the Thunderbolt device. I bought that phone when it first came out and absolutely loved it, but I understand that you are not receiving the same experience.
I appreciate you providing me with the steps you have already taken. If there was a defect in the software, a factory reset certainly would have gotten rid of it. Since you have already tried that, our next step would be to replace the device. Do you have insurance on the device? Is there any physical or water damage?
I truly would be saddened to see you leave, especially over something I am confident we can fix and I would ask that you give us that chance.
NickB_VZW
VZWSupport
Follow us on Twitter @VZWSupport.
Thanks for the reply, Nick. At this point, what's to fix? The phone never worked as advertised; ICS just traded new bugs for the old ones. Our other line was renewed not too long ago, so we're going to stick with VZW for now. Just don't you dare delay my S4.
Our experience with VZW customer support over the last 8+ years has generally been very good. But the Thunderbolt has been such an enormous black mark. If I had ever installed any weird apps (it's also completely free of any damage), I wouldn't be so livid. However, this falls squarely on HTC and Verizon. Within a month of getting my phone, I contacted customer support because the phone was misdirecting text messages and freezing daily. Despite the fact that these were KNOWN ISSUES (I found out later), VZW took my new phone and sent me a refurbished phone with the exact same issues. Fast forward, and now I have a phone with less mobility and more bugs than the cordless phone in my kitchen.
But no, I don't have insurance on the phone. I'm just going to wait for my next phone to arrive, and in the mean time, try to stay near a USB port.
>> Comments edited. Discussions concerning rooting, jailbreaking, hacking, etc., are strictly prohibited on this forum. <<
Message was edited by: Verizon Moderator
I still find it odd that so many people have had issues with this and yet Verizon and HTC have completely wiped their hands of it and just pushed it off on the customer to find a solution. Even better, that solution is to pay full price for a new phone. How is this customer service?
Every since all these updates, everything is so SLOW on my phone...making calls, using any apps, etc. I noticed on my running apps prior to the updates I was using ~150MB...with the updates and using the same apps it now runs at 350MB. Why do you insist on trying to fix things that aren't broken. Whomever is at fault needs to fix this! I did not choose for these updates, I was forced by Verizon so I think this is ridiculous that I now have a phone that is not working properly. I pay how much a month for this horrible phone and my contract doesn't end until December! Are you kidding me??? I am forced to pay for a phone service that you messed up. Everything about Verizon is horrible...especially the customer service!! As the post above, they want you to pay for an upgrade even though it is not the customer's fault. They don't just want a new phone just for fun...it is not functioning due to an upgrade on Verizon's network.
I also own a Thunderbolt and my service too has become horrible since the upgrade. I have dropped calls when I can make calls. The phone take up to 15 seconds before it calls.
I got some additional troubleshooting guidance from HTC, but nothing has worked.
I'm getting the feeling that all we are getting is 1st-level support (i.e., factory reset, clear cache, reboot, pull the battery), and then being forgotten about once that doesn't work.
I am glad to find out I am not the only one having those issues with the Thunderbolt after the forced upgrade from Verizon. I have called customer service several times, and all they do is tell me updates sometimes make phones behave in such way.
I thought updates were meant to fix issues with the phone, and not create additional ones. In the case of my TB, it was working flawlessly until the update. Now it is just a piece of crap!
After seeing so many TB users having the same issues after the update, I can't help thinking this might have been Verizon forcing us to get a new phone. The TB has been on the market for a little bit now, and I would think they want us to drop it and get a new device, so they can get more money.
It is really shameful that people are forced to stop using a phone that had been so efficient for so long due to an update. At least that has been my experience with my TB.
I would really like to keep the phone, so I am getting ready to do a factory reset to see if the issues go away. If they don't, then it would be time to consider switching services with another cellphone provider.
barbarian25,
Trust me, no conspiracy with pushing updates to force upgrades. Truth is updated software is supposed to remedy issues, not create them. So, we want to do all we can to fix this situation. Now, I'm glad to learn you're going to attempt a hard reset to help http://vz.to/rlYXKN . This would be a step I would recommend. And if I may suggest one more thing, please test before loading back on your applications. Let us know how it goes.
Evan_VZW
Please follow us on twitter @VZWSupport
I did the factory reset, and the phone in deed got back to its normal functioning. Though it is good to get my old phone back, it is a pain to go through the process of getting rid of old the applications and info you store in your phone whenever a hard reset is done.
About the idea of pushing updates to force customers to upgrade; I a sorry, but I could not help thinking otherwise, after realizing how many other TB users were having the same issue after the forced update. It is good to know that is not the case though!
I really love my TB, and plan on still using for a long time, if it continues to perform without issues.
I understand the frustration as I have spent a few late nights restoring data. It is really great to hear that the device is working well now. Please feel free to reach out if you need any additional assistance.
Thank you,
Yale_VZW
Please follow us on twitter @VZWSupport
Even after all the work of a factory reset my TB still has issues.
Today it took 2 minutes to react to my pressing the call icon.
How many times do I have to go through the process of doing a Factory Reset and reinstalling my apps because you forced ICS onto my phone? I never had an issue while on GB. I have nothing but issues on ICS.
I'm very dissatisfied.
Start a new topic or ask questions in the open forum.
