Problems with HTC Thunderbolt
stano269
Newbie

Hi,

I've recently started having problems with receiving text messages. It works great for a while, but then it randomly stops receiving messages. I can send them just fine. I can reboot the phone and get all the messages, but this is not an efficient solution for this problem. Also, there's no way to tell if this is going on until somebody says "didn't you get my text?"

Also, my 4G doesn't work. I figured I was just in 4G dead zones all the time, and I wasn't really too worried about it, because 3G works fine. So, I didn't really think about it until today, when one of my employees came in to work with his new 4G Razr.  Sure enough, he had 4G signal, while my Thunderbolt did not. Either my phone's radio isn't working correctly (if at all) or Verizon cut my 4G since I was grandfathered in to the unlimited data plan. I hope this isn't the case. And before I get all the replies telling me to try the *#*#4636#*#* thing, I've tried this and all I get is 1x in LTE Mode, and only 3G in Auto.

It's sort of a toss up between these being phone or network problems, but I'm inclined to believe that it is my phone. And I'm not even going to go into all the other problems I've had in the past with this phone, and I haven't even had it for a year.

Sincerely,

Disgruntled Customer

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16 Replies
danod2
Enthusiast - Level 3

I feel your pain, its the phone. U have been around and around with VZW service, no help. They sent me a refurbished phone and does the same as old.... Good luck

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budone
Legend

4G is not cut off due to unlimited plan.

To me, it sounds like a bad 4G radio if another 4G device next to yours gets a 4G signal. What city are you in???

Also no need for the *#*# and all that to change settings. MENU>SETTINGS>WIRELESS & NETWORKS>MOBILE NETWORKS>NETWORK MODE

Or just download, LTE ON/OFF.

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stano269
Newbie

This was in Shrewsbury, MA, which neighbors Worcester, MA.

I did consider a bad 4G radio, which would fall under "phone problem". I assume the only way to fix this would be to get a new phone.

Thanks for the shortcut to the Network Mode, but the Testing menu actually has more specific options for network modes rather than just on/off.

Maybe this info can help someone diagnose my problem:

CDMA auto (PRL): -90 dBm 3G

CDMA only: -92 dBm 1X

EvDo only: -120 dBm 3G

CDMA + LTE/EvDo auto: -120 dBm 3G

LTE mode: -84 dBm 1X (does this mean that the LTE radio is working, just not connecting to the tower?)

Is it possible that there's some setting/option checked off somewhere that would make this happen?

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budone
Legend

The on/off app and the MENU/SETTINGS takes you to the same screen that the other does to choose which service you want.

Looking at what you posted all looks good.

What app are you using to get your signal strengths

Do you know if eHRPD is enabled?

Try placing the TB in Safe Mode to see what happens.

Safe Mode - Thunderbolt™ by HTC

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stano269
Newbie

I'm not sure how you're seeing the same screen with that shortcut. The only options I have under "Network Mode" are LTE/CDMA and CDMA only. Maybe because I use Go Launcher?

Only having 1X in LTE Mode looks good? I thought this was 4G...

Signal strengths came from the *#*#4636#*#* Testing menu.

I'm in rev. A

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budone
Legend

stano269 wrote:

I'm not sure how you're seeing the same screen with that shortcut. The only options I have under "Network Mode" are LTE/CDMA and CDMA only. Maybe because I use Go Launcher?

Only having 1X in LTE Mode looks good? I thought this was 4G...

Signal strengths came from the *#*#4636#*#* Testing menu.

I'm in rev. A

You are correct on the toggle in Network Mode.

I do not see any option to see signal strengths in test mode. I have:

  • Phone Info
  • Battery Info
  • Usage Statistics
  • WiFi Info

Try switching from Rev A to eHRPD and see if that helps.

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stano269
Newbie

The signal strengths are under Phone Info.

Switched to eHRPD and I'm still getting 1X in LTE Mode.

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budone
Legend

GOT IT. You checked the service strength for each setting.

Do you get 4G anywhere else????  I don't have 4G service here to see what it should state.

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stano269
Newbie

I do not. I have used 4G in Boston in the past, but that was probably about 8 months ago. I also do not receive 4G in Worcester.

I'm stupid..the signal strength must be for voice, not data, because I still have signal strength with no data connection.

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stano269
Newbie

Actually, I forgot to commit modifications.

LTE Mode: no signal.

CDMA + LTE/EvDo auto: 1X -85

EvDo only: no signal

CDMA only: no signal

CDMA auto (PRL): no signal

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AZSALUKI
Legend

that looks like a bad radio. i would back up everything you want and ask them for a refurb/replacement.

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AnthonyTa_VZW
Verizon Employee

Hi stano269,

I see you've gone through a number of steps, trying to resolve the 4G issue on your HTC Thunderbolt.  I would like to assist.

First, I'd like to thank all the other Community members for reaching out & providing great feedback!

There, very well, may be something on the device preventing the 4G connection; so I suggest you power the device up in "Safe Mode".  This will allow the device to power on without running any non-essential applications, and help determine if the problem is Operating System or application related.  Once the Thunderbolt is powered on, ensure Data is Enabled, Data Roaming is Enabled and ensure Network Mode is set to LTE/CDMA.  Hopefully, this will enable a 4G signal on your device.  If you're still unable to obtain a 4G signal (where other 4G devices are receiving a 4G signal), and your device has no physical/liquid damages and within the one year manufacturer warranty, we can look at replacing with a Certified Like-New replacement.

Please let us know how this works out for you.

Thanks,

AnthonyTa_VZW

VZW Support

Follow us on Twitter @VZWSupport

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stano269
Newbie

Hi Anthony,

I've tried doing the safe mode thing before, but for some reason my phone doesn't want to do it. Per the instructions you provided, I  1. Turn the phone off, 2. Turn it on and wait for the HTC logo screen, 3. When this screen appears, hold the "down volume" key for about 30 seconds. Basically, my phone just loads in about 5 seconds and it's like I'm not even pressing the volume key. I've tried holding the power button and volume key at the same time, but it doesn't turn on unless I let go of the power button and then it just loads normally. Also, it says to wait for the "second HTC loading screen", but I only have one, unless they're talking about if you restart the phone, not power off.

As far as the other stuff goes, data is enabled (3G works just fine), roaming was not enabled, but there has been no change since it was enabled, and network mode is CDMA + LTE/EvDo auto. I am also in Rev. A, since my 3G doesn't work in eHRPD. Maybe you can fill me in on what my modem settings should be in the ##778# screen?

Phone is damage-free and has been well taken care of with a soft case and hard case at all times as well as a screen protector.

Thank you for your time and input.

-Stan

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budone
Legend

Wait for the 2nd HTC screen. The Quietly Brilliant screen. Then hold the down volume button until the unlock screen shows up

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stano269
Newbie

Thanks for semi clearing that up, budone.  Those instructions provided by Verizon are wrong. When you power down, then power back up, there is only the "Quietly Brilliant" screen. However, when you RESTART the phone, on bootup, you will get the plain "htc" screen then the "Quietly Brilliant" screen. Consequently, I was trying to power down per the instructions, but it won't go into safe mode like this. Maybe this isn't the case, and my phone is really screwed up lol.

Anyway, finally got the phone into safe mode, but 4G still doesn't work. Guess I'm going to have to look into this CLNR. Would that be through Verizon or HTC? And what does "like new" mean? Used and refurbished? Not really too excited about a used phone after taking such good care of this one.

Again, thank you guys for your time.

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stargazer72460
Specialist - Level 1

stano269, you must have "Fast Boot" enabled.  Go to Settings and then press Power, if Fast Boot is checked then your phone boots up quickly.  If you uncheck it, then the instructions that the Verizon rep gave you to go into Safe Mode should be correct.

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