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HTC One M7: Not receiving calls!!!
nlocke
Newbie

I recently purchased a HTC One from Amazon 4/5/2014 and it was delivered on 4/6/2014 and activated the same day. I no longer wanted my Iphone 4 and was due for an upgrade so i figured HTC One M7 would be the best fit for me. I have been with Verizon for 8+ years, never had a problem with previous phones and service was great. So, the very next day 4/7/2014, i was informed that my incoming calls were not coming through. I can make calls, send and receive texts, get on the internet and everything else, but can not receive incoming calls. Of course, customer service instructed me to a soft and hard reset multiple times and everything thing possible to correct the problem and it still was not fixed. The first rep put in a ticket to the network admin and stated that someone would follow up with me in a few hours or days. I figured that something may be wrong with phone itself that is preventing the calls from coming through. So i called Verizon back that afternoon and spoke tech support, advised what i think the problem may be and stated i was willing to send the phone back to Amazon (only paid a penny) and come in the store and spend $200 just to see if this issue could be fixed. I figured paying next to nothing for a phone would be the reason i was having problems. I was told by that tech support rep that a ticket would be filed again and the previous submitted that same day did not have much information about my issue, so he would submit another ticket with detailed info. He stated that if the problem is not fixed by 4/10/2014, he would send me another phone  (as a courtesy for being patient with Verizon) overnight since it very well could be phone itself (and he was well aware the phone was not purchased from Verizon) and he would contact me asap by 11 a.m. on 4/10/2014. So i said okay, fine. Today is 4/10/2014, no call, so i decided to call back to check the status because i still can not receive incoming calls. I spoke to another rep who told me i had STILL wait until the ticket came back. Previously, I was told 3 business days and now i am being told that i have sit and twiddle my thumbs until something comes back and it can take up to 2 weeks. She also stated that previous rep i spoke to did not document that he would send me another phone nor did he document an alternate number to contact me if he could not reach me on the phone that is unable to receive calls. WOW!!! Being a loyal customer, I simply told the rep the previous information I given and that a phone would be send out Thurs 4/10 and delivered the very next day 4/11. The rep became frustrated, put me on hold and stated that she was willing to send the phone (even though the ticket has not came back) but I would need to pay for overnight shipping......WOW!!! Being told one thing and now something else... I said you know what, fine!!! I am willing to exhaust every option I have with Verizon because if my problem is not resolved, I AM DONE!!!!

Has anyone experienced the same problem with the HTC One not receiving calls???

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Re: HTC One M7: Not receiving calls!!!
vzw_customer_support
Customer Support

I'm sorry to hear that you are getting such a run around, nlocke! We don't want you to give up on us. I want to work with you to make sure that we get everything back on track as it should be. I would love to review the tickets, review the account to make sure that everything is headed down the right path. In order for me to review the account in full details we would need to direct message each other. I did put in a request to follow you. If you could please accept that request and then request to follow me back. Once we are following each other you will be able to go to my profile on here and send me a Direct Message: http://vz.to/1fbIKzK I'm very eager to work with you on this issue. Hope to hear from you soon.

KevinR_VZW

Please follow us on Twitter @VZWSupport 

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Re: HTC One M7: Not receiving calls!!!
chloekittycat
Enthusiast

Joining the club.  Today my same phone with you guys stopped getting incoming calls.  I can make calls and everything else works but no calls inbound, no notifications or anything.  I'm disabled and my Husband thought something happened to me because he got the " number disconnected, changed etc" msg when he tried!!  I spent a long time with (for once) a nice troubleshooter via chat tonight and she couldn't fix it, suggested a hard reset, which I did and it's the same.  She submitted a troubleticket and hope this gets rectified soon, I've had it with Verizon.  If it weren't for the damn cancellation fees, we'd  been gone long ago... and now this.  Not a happy camper. I want out of this contract!!!  @KevinR_VZW

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