Thunderbolt not receiving calls

[nickanderson57104]

Hello

Here is the situation. My wife has the HTC Thunderbolt and when she has the phone is in sleep (pressing the power key once) and the someone calls her, the phone does not ring. It does not show that she has a missed call either. However, when she uses the phone normally, she gets the call just fine. We have been to Verizon and they tried a few different things but nothing seems to be working. We tested it this morning and it was in standby and it was working, but realized that it was plugged in. When I tried to call her this afternoon, when the phone was off the charger and was in sleep, the phone did not ring and she did not get a missed call notification.

Does anyone have any ideas of what could be causing this issue? We have gotten a new SIM card, also tried to turn off the 4GLTE but that did not work either.

[Ann154]

I have to admit that does sound like a puzzle. I don't think I have ever had a similar situation with my Thunderbolt or Nexus. I hope you can find a solution.

[vzw_customer_support]

Nick, thanks for sharing your wife's situation and I would like to help find a resolution. This definitely shouldn't be occuring. Does your wife have any battery saver apps installed? Some of these apps turn off the data connection or possibly even the network while the screen is off. Make sure to uninstall these if she does. Please boot her phone into safe mode http://bit.ly/Nt3m5U to see if this is still occuring. If occuring in safe mode, a factory reset http://bit.ly/rlYXKN would be the next step. This will wipe all information on the phone that is not saved on the SD card.

Let me know if you need further assistance.

MarquiaF_VZW
Follow us on Twitter @VZWSupport