How do I stop the issues with my device?
jjmmhh
Contributor - Level 1

Is anyone else experiencing this? I'm on my 3rd G2, with 3 different sim cards, from two different Verizon locations, and they've all done this. I've been able to demonstrate it for Verizon store personnel and other people. The issue does not occur when I switch back to my old cell phone. Oh, on a store manager's suggestion, I've also tried going in to Settings --> Tethering & Networks --> Mobile Networks --> System Select --> Network mode --> and toggled through those options as well as checking the noise cancellation box.

I'm hoping others will comment if they're having a similar issue so maybe Verizon/LG will look in to it.

Thanks!

P.S. I'll be posting on a few other boards. Apologies in advance for the dupes!

1 Solution
Ann154
Community Leader
Community Leader

If you are still within the 14 day return policy period, I would suggest exchanging the phone for another device. It sounds like a hardware issue. You might want to process a warranty claim on it if you are past the 14 days.

PS please don't post duplicate messages on this community forum. They will only getddeleted since that is against the Terms of Service here on the community.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

View solution in original post

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138 Replies
Ann154
Community Leader
Community Leader

If you are still within the 14 day return policy period, I would suggest exchanging the phone for another device. It sounds like a hardware issue. You might want to process a warranty claim on it if you are past the 14 days.

PS please don't post duplicate messages on this community forum. They will only getddeleted since that is against the Terms of Service here on the community.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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jjmmhh
Contributor - Level 1

Hi, thanks for the quick reply!

If I had a reliable phone to fall back on I would have thrown in the towel on this one, already. Unfortunately, I don't, and Verizon's other offerings, with possibly the exception of the too-large Note 3, all pale in comparison to this phone. I got stuck with the HTC Thunderbolt disaster on my last upgrade and I'm not keen to get stuck with another phone that I don't like. Still weighing my options.

PS By "other boards" I meant elsewhere rather than the VZW Community 😃

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hvagoodday
Newbie

I just bought my phone 9/30/14 and am having the same issue.  Took it back and they gave me a new LG G2.  Still having the same issue.  Love the phone, but I'm going to have to switch to something else due to this problem.  Did you find a solution?  Does it have to do with the 4G network/tower issue others are having?  Any advice would be appreciated.

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vzw_customer_support
Customer Service Rep

hvagoodday, congratulations on your recent upgrade to a new LG G2 device. We're glad to hear that you love it. However, let's take a closer look at this audio issue that you're experiencing when placing/recieving calls. Does it happen everywhere you go? If so, then this would be an indication that it's a device issue.

Does this crackling noise only happen in a specific area? If so, then this would be an indication that this is possibly a network issue in your area. What's your zip code? I'll take a closer look into this for you.

LasinaH_VZW
Follow us on Twitter @VZWSupport

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jjmmhh
Contributor - Level 1

Not sure how I missed this but, as you can see, most of us have had several phones and the network has checked out.It's not an individual issue.

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hvagoodday
Newbie

I wanted to follow up on this thread.  I just contacted verizon (800-922-0204) and was essentially told that they had no known issues like this.  Apparently, me calling to ask about the issue did not warrant them to make it a known issue.  Sounds like because the G2 is so new, Verizon doesn't have any complaints on this particular issue and has no solution for it.  While searching online I found a few forums where this topic was being discussed but there were not any solutions or tips to correct this.  Most people just switched to a different brand of phone.  Seems a shame to me as I really like the LG G2, but not being able to carry on a conversation is a big deal when you are referring to a mobile phone.  I did try calling LG, but again, was basically told they haven't heard of anything like that.  LG was willing to issue a return authorization for me to send my phone to them and they would see if they could fix it.  Unfortunately there's only a 14 return period and there is no guarantee that LG could fix the issue (especially since they don't know there is an issue). 

Good luck!

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captbly
Newbie

I am on my second phone with same issues, was told last week to wait until more phones came in from different lot #s, and store manager called customer service, added me to a growing list with same issues. With the hope of LG rushing out an update, I called the store this morning to go swap my phone out, and was told Verizon will not replace anymore phones until LG ships them new ones with the problem corrected. If you are inside the 14 days, you only have the choice of picking a new phone, or keeping the G2, and waiting for update, or new ones shipped out. I asked if I kept my phone and waited for new phones would mine be replaced, and wasnt given an answer.

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jjmmhh
Contributor - Level 1

Thanks for that! I'm going to call around and see if I get the same story!

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jjmmhh
Contributor - Level 1

Thanks for your post and the follow up. Gotta love the Verizon stonewalling... sigh. Anyway, hopefully what "cpatbly" was told is the real deal and they weren't just stringing him along. 

captbly
Newbie

Following up with my earlier post, I have a call in to an executive support line to help with my phone and service i have been receiving, or lack of, which goes way beyond the G2 phone issues, which i am waiting on the return call. But to the phone issue, I called another store today, and asked about the issue of not replacing the G2 s anymore, and that store did a little research, and said they never heard that. And then had a tier 2 tech support help me try to resolve the phone issue, and he had not heard of not replacing a troubled phone either. Actually he is sending me a new one out, my third one before I give up, which is tough because really like the phone, but I cant deal with the noise anymore. But the tech did say, they are aware of 4 problems with the G2, they are just trying to get a certain number of people before LG does something, and hopefully soon.  I believe i was told the false info from my local store on swapping the phones because i irritated the manager after i busted them lying to me, and they just dont want to deal with me, which is part of my higher up call, hopefully everybody gets a fix soon.

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captbly
Newbie

I forgot to add that tech support also told me, if your name and number is added to the list of issues with customer support, they will replace your phone if you keep it, that is if its a hardware issue that LG has to fix beyond an update fixing the problem, he said someone would contact you, whether verizon or LG, when they find a fix, or about a new replacement.

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jjmmhh
Contributor - Level 1

Fabulous! Thanks so much for keeping us posted! I have an email in to the corporate support person that sent me the 3rd phone and really helped me out (and, in the process, retained me as a VZW customer) after every body else at VZW dropped the service ball; I wanted to let her know that I'm still having issues. I've not heard back yet but if I do I'll ask her to confirm this and report back.

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Rpfarrah
Enthusiast - Level 2

We're a business customer and I had the opportunity to ask our rep about this issue.  He told me today that they expect to push out a patch in early December.  Don't know if he was just shining me on, but I thought I'd at least pass on the information here.

jjmmhh
Contributor - Level 1

Thanks Rpfarrah!

I'd been told previously by tech support that there was an update expected in late November. Having someone else hear something similar is heartening 😃

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NewEnglandBound

I also just got my second one today because of this issue with the first one.  I put my sim in, went through the setup and the first thing I did was call an automated number (my cable company) to listen with the earpiece.  Not 5 words in from the automated message that I started to hear the crackling and popping.  What a bummer, like everyone else I love this phones specs, and after using knock on for 3 days with my first one I had to go back to my GS3 and tried to use knock on 3 or 4 times before realizing it wouldn't work...I guess I'm going to go in to the VZW store and get a note 2 or something else.  What a shame, I really liked this phone.  As for a solution I have not found anything about a fix but don't want to sit around and hope one comes out while my return window disappears.

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jjmmhh
Contributor - Level 1

Thanks! The more folks that chime in, the more likely they do something about this 😃

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NewEnglandBound

For my follow up, I called customer service today.  The first lady gave me LG's contact info and I called them.  They wanted me to send the phone in so they could 'fix' it or send me a 'certified like new' model that 'works'.  Uhh no, I just paid for a brand new phone, I don't want a freakin' used phone 5 days into buying a brand new one.  So I called VZW back and talked with Techie TJ and he said that since I got my 2nd new phone yesterday, Oct 7th, that restarts the 14 day return policy.  I asked him to repeat that to make sure it is what he said so I took down all his info for reference.  He said to wait until the end of next week and call in again to get a 3rd replacement, saying by then they may have a new batch of phones in to send.  Then he tried to get me to switch to a Note 3.  You know Verizon, spend more money please.  So I am going to call on the 17th or 18th and complain about the issue again like he said to do and get a 3rd phone sent to me. I feel the same way as captbly that after the 3rd one I will probably switch to something else.  Which will probably be that friggin Note 3...sigh

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jjmmhh
Contributor - Level 1

Thanks for your continuing updates, also! Be sure to check out cptbly's update; if you're like me and you REALLY don't want to give up on this phone, there may be hope for us, yet.

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NewEnglandBound

I had asked the Tech support guy about a list and he told me there was no list he was aware of.  I said multiple times during the conversation if I could get put on a list for when a new batch of phones came in or anything like that he continued to say that calling in a few weeks, before my 14 day return was up, would be my best bet at getting a working G2.  I hate to wait but my dad is getting a Note 3 either tomorrow or Friday and since he will require me to set it up I can see if it is a viable alternative to the G2.  I still hope we hear something soon that it is an issue and we will all get replacement phones with the issue resolved.

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jjmmhh
Contributor - Level 1

head >< desk.

Sounds like the left hand and the right hand are not communicating =(

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