Droid Turbo Does Not Receive Phone Calls

I've been having this problem intermittently for several months not and are now realizing that this is more than just a 1 time occurrence. Someone calls my phone but my phone never rings, so they leave a voice message. But, I don't get the voice message either. My phone volume and everything else is fine, but the phone does not ring. From work I called myself and watched my phone...nothing at all. After numerous rings I was directed to voice mail. The only way to correct this problem is to turn the phone off, and then turn it back on. After I do that the phone rings and I'm then notified that I have voice mails too. (from everyone that tried calling while my Turbo wasn't working correctly. That works for a while, but then several days to perhaps a couple of weeks go by and I have the exact same problem. This is a serious issue because I have no clue that my phone isn't receiving until someone contacts me some other way to let me know that they've been trying to call me. This is apparently a problem for many people and the internet is full of dissatisfied and confused customers. Is there anything that can be done to correct this issue, or have the Droid Turbos simply turned into junk? Ideas anyone? Not being able to receive emergency phone calls is a serious problem.....

Accepted answers

clayrandall

I too have had this problem. What I have learned is the DROID Turbos radio configuration doesn't support voice and data simultaneously without Advanced Calling. The problem is (if I remember correctly) the LTE and CDMA radio both use the same antenna, but only one can use it at a time. Normal voice calls use the CDMA radio and Data uses the LTE radio. When you activate advanced calling, what it does is allow you to make a voice call over the LTE data frequencies, thus allowing you to still use data because the LTE radio is activated.

The problem with not receiving calls seems to have something to do with a conflict between the LTE and CDMA radios. This is why turning off advanced calling seems to work. With Advanced Calling off, the phone is only using CDMA.

Equally if you go to Cellular network settings and switch ***for Troubleshooting only*** the preferred network type to LTE/GSM/UTMS, it will work as long as you have LTE. Because Verizon uses LTE and CDMA and they don’t use GSM or UTMS, changing this setting will make it so the phone will only use LTE. Now that the apparent conflict between LTE and CDMA is removed the phone works great if you have a good LTE signal. If you however don’t have a LTE signal it will not work at all, that is why you should never leave your phone on this setting.

It is when you have Advanced Calling on and the phone in Global or LTE/CDMA that it seems to have a problem. The Version 23.21.49 system update is listed as providing “Call performance improvements”. I installed it last night, put my phone back on LTE/CDMA and turned Advanced Calling on. So far it seems to be working correctly and in am not missing any calls. Keeping my fingers crossed, but not holding my breath…

All comments

Verizon_Support

GregStough,

This is absolutely alarming. The main purpose of the phone is receive phone calls. I can imagine the frustration. We are here and going to get this resolved. You have done some great troubleshooting steps already. Let's keep going. Do you notice you have the issues with not receiving phone calls while inside a building? Does it seem it is the same contact you are having issues with? What software version are you currently running? Please go to Settings/About Phone/Android Version.

RobinD_VZW
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Verizon_Support

Look no further help has arrived GregStough. Having reliable service is definitely important and we want to help make sure you receive all your calls.

Are you having this issue with all the calls that come in? Are you able to make calls okay? When this happens do you get the missed call notification on the phone?

Lets make sure that your Call Forwarding is disable. Dial *73 send from your phone. Wait for a confirmation beep or message. End the call and retest. Keep us posted.

JohnB_VZW
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GregStough

Robin,

This is an intermittent problem. I have experienced this problem while in my office at work, at home, and while out driving. I have never experienced any problems in any of these locations until recently. These problems are occurring at locations that I always have service and have always been able to receive phone calls. One of the last times my phone didn't work I was at work. I tried to call myself and after a number of rings I was sent to voice mail. My phone never showed that I had called. I have had people leave numerous voice mail messages but after my phone does start working again I show no voice mail messages from these people. So these voice mail messages are now displaying on my phone, and I have no way to retrieve the messages they have left for me. I have also ask several people to text me if I don't answer my phone to let me know that they are trying to reach me. Apparently I am not able to receive texts when this problem occurs. They sent text messages to me after they could not reach me by phone, but I never received any of those text messages.

What I thought would correct the problem was restarting my phone. I've done when I experienced this problem over the last few weeks and that seemed to fix it for a while. However earlier this week I was expecting an important phone call so I restarted my phone early in the morning. Less than one hour later this person tried to call me but my phone never rang, and never showed me that a voice mail was left. Other times my phone works fine for days, sometimes several weeks, with no issue at all. This problem originally occurred only once every couple of weeks, but for the last week or so I a loosing people calling me every couple of days. It's very frustrating. I'm now having to call myself with another phone throughout the day to see if my phone is actually working. I'm very disappointed and dissatisfied, for there have been lots of other people with the same problem with their Droid phones going back 1 to 2 years...

My phone is Android Version 5.1

GregStough

JohnB,

I am not having problems with all calls. I am only having with some calls, some of the time. But there is no pattern. I don't know for sure that I've experienced any problems calling out. It seems that I had tried to call someone back after they texted me to let me know they are trying to reach me, and that my phone rang, but they did not receive the call. I'm not certain about that though, I may be mistaken. I'll try to test that the next time my phone is not working again. No, I do not receive any notification that anyone has called....No missed call notification, no ring, no voice mail when they leave a message and no text message when they text me to tell my they are trying to reach me. From the callers end it seems like their messages are all going to me...from my end I have no clue that they've tried to contact me at all.

There does seem to be some differences in what happens when the problem occurs. Early on, when this problem first started I do remember getting a text message from someone that tried to call me. That's how I learned there was an issue. But just this week texts have been sent to me when they can't reach me, but I never receive the texts. So most recently nothing is working, neither phone, voice mail, or text. So I'm totally unreachable until i realize there is a problem and then turn off and then back on again. And hopefully I have a second phone around that I can call myself to see if my phone is actually working correctly, for at least a while.

Call forwarding? I never use it. Never have. Several weeks ago I went through the turning off call forwarding steps, but it didn't make a difference. If my calls are being forwarded why would callers always (I presume) reach my voice mail. And if they reach my voice mail and leave a message why will I never see that a voicemail message has been left, and never be able to retrieve any voicemail that was left when my phone was not working? This is not a call forwarding issue, the symptoms would be quite different.

Verizon_Support

GregStough, I appreciate the detailed information and this is very helpful. Our goal is for you to have a working phone and we are not giving up until we get this resolved. Is anyone else in these locations experiencing the same issue?Any recent changes to the device recently (software, apps, etc)?

GersonG_VZW
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GregStough

I'm not aware of anyone else having problem in the same areas at home on the road or at work. If it were a signal problem, due to my location, I may miss the call but I would be able to retrieve voice mails, and I would have an indication that I missed a call when I once again had a good signal. These problem are occurring in multiple locations where I have never had any problems receiving calls before, and have had good service for many years.

I have not installed any any new apps on my phone for quite a few weeks. The only changes to the software are automatic updates that occur as needed.

CharterRobinson

I am having this problem as well with my Droid Turbo! It has been going on since January and I just found out about it early last week. I had no idea I was missing calls and people were leaving me voicemails until my grandmother told me she had been trying to get me and my voicemail was full. Turns out, I had missed several important voice mails. One of which was a Job Offer! I am furious and when I went to my local Verizon store, they gave me a new SIM card and told me to come back if I had further problems. Guess what!? Problem is still going on! I even tried a factory reset to see if it would help.

Verizon_Support

I'm so sorry to hear your having this problem CharterRobinson. I know cell phones have become like life lines. I would be upset too if that happened to me. Let's look into this together. What zip are you in? When did this start? How many bars of signal are you seeing in your home?

JoeL_VZW
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wyealbert

It seems like this a widespread problems since owners of other model phones are having the same problem. It appears to be a Verizon problem, so it's time for them to step up and fix it! Verizon actually comprises a bunch of smaller cell phone companies that were acquired and then made "compatible" with the Verizon network. What could possibly go wrong????

DrGooMind

I have also been having this same, frustrating problem with my Droid Turbo: All incoming calls go to voicemail, with no ringer or vibration alert occurring to let me know I have an incoming call in progress. After experimenting with various settings, I just discovered that the problems disappears and the phone returns to normal, proper operation when I disable the Advanced Calling/HD Voice feature. Just to confirm this was the problem, I re-enabled that feature, and the problem reappeared. So now, I have the Advanced Calling/HD Voice feature disabled. I would suggest that Verizon investigate if this is a network issue of theirs, a software compatibility issue with certain devices or operating system versions, or some other issue they can address or at least help customers resolve.

Good luck with your troubleshooting--And ditch the Advance Calling/HD Voice!

wyealbert

I thought the latest update might solve the problem of the phone not ringing, but yesterday it did it again--call went to voice mail without the phone ever ringing. Will Verizon ever figure this out?????