I had the same problem. I was assured at the beginning of December that I would receive it by Christmas. I called on 12/26 and they entered a ticket with their Engineering department to address the issue (it was explained to me that my phone was probably omitted from a list of those that were to receive the upgrade. I was supposed to hear back in 5 days with a resolution. I heard nothing and phone was still stuck on original version.
Last Sunday, I went into a local Verizon store and explained the situation and that I had waited long enough without resolution. An order was put in to swap out my phone. I received a "like-new, certified" phone this week that had Gingerbread on it. Problem is now resolved, except the new one is still on 2.11.605.5 and doesn't want to upgrade to the latest version.
jamesmor, I understand your concern with not receiving the update to your device. The update provides a large amount of benefits for your phone and we would like all customers to have the update. If you’re continuing to have issues with downloading it, please send me a direct message with your name and phone number. I will forward your issues to the appropriate team to have your line researched so that you may receive your software update.
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I just bought my Thunderbolt a couple of days ago. When I called Verizon this morning, I was directed to call HTC, as Verizon doesn't control software updates. When I called HTC technical support (866 963-0953), they told me they had had issues with the software upgrade, and where no longer doing automatic upgrades. If I wanted Gingerbread I was going to have to call their warranty department (800 229-1235), as that department is now handling all Gingerbread upgrades. I find this a little disconcerting, but I'm going to try to call them tomorrow, as the warranty department is not open on the weekends.
I also found the fact that Verizon doesn't know this to be a bit disconcerting, as well, but I don't know when HTC changed their policy.
Hmmm...had a similar experience. HTC told me that I could send in the
phone to them, they would upgrade it and send it back to me...over a period
of 2 weeks.
I ended up printing out some postings showing when the upgrade was made
available and took my phone to a Verizon store. After showing them the
version that I was on, having them review the troubleshooting that their
techs had done with me over the phone and them personally seeing that my
phone would not update, they agreed to replace it.
I am now following you, so you should be able to send me a direct message by hovering over my avatar and clicking direct message. Let me know if you are still having issues with the update. We will troubleshoot and get you up and running!
Verizon Wireless Support
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