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Thunderbolt Firmware update/Reboot issue

I updated the phone a week ago when I found under my "phone software update", in hopes of an upgrade. Instead, my phone constantly restarts on it's own. I have searched this issue out over the net, and it seems that I am not the only one with this issue. As far back as a month ago, these reports started to leak out onto the net, with the update = phone issues. I called my local Verizon store asking for assistance, and if they will replace the phone with another Thunderbolt, since this is not an issue that was my fault. I have had this phone for two months, and I have had not issues with it, until this firmware update; so this is what I told the rep and she said that I can return it if it was within the 14 days of purchase. I was forwarded to the 800, Verizon number for Tech support. Instead, I got another CS rep. He was unaware of this restart issue with the Thunderbolt, which I was surprised to hear since these reports have been out there for about a month now. The guy was kind of vague on a solution, he basically said to do a factory reset, which I knew about that, I just wanted a little more info on a fix with this issue. He said since I was on my Thunderbolt, they couldn't do the reset; again, already was aware of this, I just had questions. I asked to speak to an actual Tech, because the CS rep said he could not answer my questions because he flat out did not know the answer and Techs may know more. He said he was not going to forward me to speak with a Tech because I was on my Thunderbolt. I stated that I just had a question, I did not want to do the factory reset at this time.

Long story short, I ended up getting completely frustrated because I knew more about this issue than anyone I spoke to, who works for Verizon. I asked to speak with someone who possibly would be my best chance at having my question answered, and was refused this option.

The way I see it, I paid over $200 for this phone, and I am paying around $200 per month for my plan. My phone does not work like it it supposed to, and it's because of some faulty software that was sent out by VZ, or HTC.

Who else has had this same situation? Hopefully not many, I have been a VZ supporter for a long time. I would hate for this to change now.

Comments

GreenRobot

Homie I fell you on this I to have been a long time VZW customer and the level of support on this issue is sickening. Unfortunately the problem is wide spread but for some reason the techs that know the issue is from the update can't explain why they are still pushing it to phones. My best recommendation is don't take a replacement and return it if you feel its not working for you. The replacement refurbished phones do the same thing and if you're not to late to return it you might consider that.

check out these topics:

http://community.vzw.com/t5/ThunderBolt-by-HTC/Do-not-let-tech-support-replace-your-Thunderbolt/td-p/539186

http://community.vzw.com/t5/ThunderBolt-by-HTC/HTC-Thunderbolt-shutting-itself-off/td-p/511932

http://community.vzw.com/t5/ThunderBolt-by-HTC/Latest-Update-quot-Mecha-quot-FAIL-Want-Data-Charge-Refund/td-p/539892

Basically there are a lot of posts about the many issues with the Thunderbolt right now. It's up to you to decide to stick it out or jump ship.

gina7289

Get another one and don't update if ur not in 14 day. Finally 2 replaced with update now I have a great one without.

SuperKNZ

This problem is driving me crazy. Before the update, my phone used to shut down randomly (not restart). So I rush to update and what do I get? it restarts 3-4 times a day. I tried their Factory reset and it was a waste of time and replacing the device seems to be a bigger waste. I pre-ordered the phone and now I'm stuck with this dud.

We should make this issue public so Verizon will do something about it. :smileymad:

thundrblt

I'm with you on that one. If you call in to the 800 number, or any VZ support, they don't care enough about your problem. THey give you some generic, scripted answer to your problem, and you end up running in circles with no fix, or solution.

The cellphone companies are getting away from keeping customers satisfied, and providing products that last, and do what they say they can do. They are taking advantage of us, because, people like myself, pay a lot of money for their products and service; you do not get care or concern for your satisfaction, as you pay for their stuff. Greed is consuming the cellphone market, and the bigger companies buying out the little guys, isn't helping. Instead of keeping prices at an affordable rate because they have such a huge share of the market, they (as in ATT & VZ), are creating somewhat of a monopoly.

Brad6432

Potential class action if there is no resolution?

I understand, updates can be tricky. But ignoring customers, and not having a back out solution is irresponsible.

There should always be a way to back out of an update.

Kai89

I have had this exact same problem! I got this phone in April...and a few weeks ago I did the STUPID software update and my phone will randomly shut off and turn back on all day long. I went to the verizon store..they said they have not even heard of such a thing..sent me a replacement...within the HOUR of having this replacement..my phone shuts off once again. I go back to verizon..the guy working there informs me it is the apps I have downloaded? Okay..that is the whole purpose of this phone..is to download apps..plus I think I had two apps downloaded at the time? Then he tells me I need a new battery..? (I dont think he knows what he is talking about) so I finally call customer service...they were very kind and understanding..but confused as to why my phone would do this..so I was transferred to tech support..the guy said they would send me ANOTHER replacement..I said no. So he transferred me to HTC directly..and the guy I talked to there gave me a warranty and repair #? it is 1-800-229-1235 (for anyone else who wants to call) He told me they have had some other customers with this same problem and are aware that the software update is causing these phones to shut off. The HTC company have been sending out new phones that do NOT have the update on them. I will be calling tomorrow when they are open. Hopefully I will finally get some answers.

colfrmb

Same problems here. I just sat here at my computer and watched as my phone rebooted all on its own and I wasn't on a call or anything. It really makes me mad when it reboots when I am on a call... Also having problems with the GPS taking forever and being severely inaccurate and I do not want to have to turn on wifi every time I need GPS. Stupid workarounds. Okay, my old DROID never took this long to work and it never rebooted on its own. Is it the 4G network or the phone?

A week ago I actually had time to pursue this with VW tech support but I didn't have access to another line so, of course, we couldn't work on it. "work on it" I know it will be a total surprise to whatever techie takes the call gets the story...

budone

I have not DL'd the update on the VZW site. reading these comments and comments from friends keep me from doing so. However instead of getting a new/ maybe refurbed phone from HTC, wouldn't a master reset delete that update from the phone??? Granted everything else is gone also, but if you are going to get another device, either way you will have to load the apps and all again.

I did just look at my phone, it came with that build and I am not having any issues.....knock on wood, plastic, steel, aluminum......

I jinxed myself, no sooner I say all the above, I look over and I see my phone light up thinking I have a call coming guess what, reboot......

AZSALUKI

once the update is on there, it stays. a hard reset will reset it to the same (updated) version that it had :smileysad: (i'm fairly certain? maybe someone can confirm?). some have had success returning it for a refurb and getting the old version....but it's a roll of the dice.

PJNC284

yeah, but if you're adventurous, it isn't too difficult to revert back the release firmware.

gina7289

Call HTC so we get a fix. Next update is in 10 days. To do with hotspot leaving or shouting off until u confirm u want it. Some know about reboot maybe saying its a known issue because it happened to them but not on the list or its on the list and people aren't wanting to confirm it. I am having connection issues with update. I had a phone without update next to the one with update. Guess which one worked. Yup the one without both same signal though. Same network number as well as signal 3g 3 bars. Got this from tech support.

budone

The hotspot change is not an software upgrade it is strictly a switched being flipped at VZW where (if they do not extend it again) you will now need to opt in and purchase the hotspot option. This has been known from the beginning it would not be free forever.

mb59

I've had my Thunderbolt for about three weeks. I do love the phone, but it just has too many problems. It started with a

substandard battery. The phone will not keep a charge for more than three hours, and if I'm talking it's quite a bit less than that.

So after a couple trips to my local Verizon store and complaining about the battery life (I actually overheard one associate saying

that I was "crying" about my battery) I bought a portable battery pack. I guess I was supposed to be so grateful that they allowed

me to buy this at half price. I am certain that Verizon knew they were putting out a crappy battery with this phone. Now after reading these posts, I realize that it wasn't my imagination or that I didn't plug my phone in wrong to charge. Several times I've left my phone to charge and come back to use it and it is turned off. When it does turn itself off, it seems like it takes five or six

times to even get it to turn back on. I'm not going to pay money and turn my phone in and get a refurbished phone with the

same problems. Those of us who spent good money on this phone know it definitely has some issues. What remains to be seen is how willing Verizon is to step up and take responsibility for an inferior product. For sure, everybody may not be having problems with their phone, but I would say a battery that won't keep a charge for more than three hours is a problem. (I have not installed any other apps on the phone either) Oh, btw. My husband was going to get the Thunderbolt and I warned him away from it. I'm telling everybody that asks about the phone that it is a great concept but Verizon/HTC hasn't worked out all the bugs yet and it isn't the phone I would spend money on. Seriously, did Verizon think they could just push this new phone on us and we the public would just think it was so great the bugs didn't matter???

stjones

After updating firmware the Thunderbolt reboots on its own and also no longer recognizes the bluetooth device I had been using (Iogear solar bluetooth). VZ is going to send me a replacement phone. I'm not going to update the firmware on it until I read on the forums that the new version works. BTW, the phone was almost useless immediately after the update completed - re-boots all the time, battery wouldn't charge, and the phone asked me to configure the email settings everytime I clicked on the mail icon. I called VZ at that point and they said that I needed to do a hard reset. Then at least the email configuration stuck. Oh well.

stjones

PS - The thunderbolt lost the email settings again. Hard to believe. I wish I had waited for the Droid X2.

thundrblt

Yeah, the Hard-Reboot does nothing to fix the issue. The VZ reps that we speak to when calling in, all say the same thing, "well we can try and do a hard reset of your phone".

I hope that this update, which is rumored to come out June 30th, will fix the problems with the auto reboot. I loved this phone before the firmware update........VZ, please make this right again for us Thunderbolt owners!!!!

sonicanatidae

Notice how June came/went with no updates for the T-Bolt?

Funny how the bill shows up, on-time, everytime..

Its stunning how they can rush out a crap update that causes problems, but

take months/years to bother to getting around to fixing the **bleep** problem

THEY caused..

Has anyone been offered any freebies for the trouble?

Has anyone been offered a refund for this piece of crap?

Has anyone been allowed to terminate the contract and re-up w/ a phone that actually works?

Of course not.. This is Verizon (Pronounced AT&T apparently).

Nice work VZW.. Spend MILLIONS gaining customers, then lock them

into contracts with punitive clauses for early termination, AND insure

that the most expensive phone in your store is broken and stays broken.

How Verizon View's its T-Bolt customers

Genius...

budone

Would you rather they rush out an update that fixes the reboots, but causes other issues, or wait til it is correct???

Personally I feel they should push out the original build to those who want it, until it is fixed.

sonicanatidae

Either would address it..

Also, Verizon is HUGE. They certainly have the resources to apply to this problem

and correct it in a timely manner... IF THEY CHOSE TO, which they obviously don't.

You know this, as well as I do.

budone

Remember, HTC TRIED to fix other issues which resulted in THIS issue. They are trying to ensure the same does not happen with the fix. It would be a publicity nightmare for them and customers to have a whole new set of issues to occur if they pushed out a new fix that caused more problems.

They are being much more causious this time. I see nothing wrong with that. The reboots at least for me are not all that often and never during a call.

As for data drops. I am used to cycling the phone though airplane mode for a minute a couple times a day until the issue is corrected.

JOLTMAN

My thunderbolt just upgraded the firmware last night and now I cant load up my text messages...I need my text to keep me in touch with my kids during the day. Is there a fix for this?

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