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Phone keeps dropping calls

Hi Everyone,

My Droid Razr Maxx HD keeps dropping calls (at least once a day) even when I have full 4G service. I initiate the call with no issues, and after a minute or two the call will drop, the singal indicator will show no signal and then after about 20 seconds the signal will pick back up to full service.

Some facts:

I have done a factory reset - no luck

I have replaced the sim card - no luck

I have replaced the phone and I am still having issues with the new phone which doesn't make sense to me.

VZW sent technicians to my area (which I told them shouldn't matter as I drop calls everywhere, NYC, NJ LI...) and they said it must be a phone issue.

Not sure what else to do. You can understand my hesitation about getting a new droid razr maxx hd from Verizon as I have already tried that route but to no avail (however that's the only option they said I have).

anyone have any suggestions (besides switching carriers, which might be my next route)?

Thanks!

Comments

B33

Have you tried using the phone in Safe Mode you may an App interfering, Place the phone in Safe Mode and try and make a Call if the issue either subsides or Stops then it's time to start removing the apps you have on the phone..

Give this a try and let us know:.. b33

YPYPYP

Hi B33 - thanks for the response.

I am not sure what safe mode is for android or how to use it, but I have performed a factory reset and before reinstalling all my apps, I used it for a day or two to test it (with only pre installed apps) and it still dropped calls. this leads me to believe that its not an app issue,.

Any other ideas?

B33

This is how you Run your Razr in Safe Mode:..

http://support.verizonwireless.com/clc/devices/knowledge_base.html?id=50079

Safe Mode temporarily disables all apps that have been installed via Google Play. Performing this troubleshooting step is necessary to determine whether a 3rd party app is the cause of an Operating System / App issue. Safe Mode should always be performed prior to a hard (factory) reset.

Enable Safe Mode
Disable Safe Mode

Enable Safe Mode

Power the device off.
Press and hold the Power button (located on the right edge) then select Power off.
Power the device on.
Press and momentarily hold the Power button.
When the Motorola screen appears, simultaneously press and hold Volume Up/Down keys.
Continue to hold the Volume Up/Down keys until Safe mode appears in the lower left.
While in Safe Mode, remove the most recently installed apps.
Power cycle the device then attempt to use the device.
If the device works properly, install apps one at a time to identify the app causing the problem.

Top Disable Safe Mode

Power the device off.
Press and hold the Power button then select Power off.
Power the device on.
Press the Power button.

B33

yeedle13 i wasn't for sure if you had the Regular Razr or the HD model This is how you Run in Safe Mode for the HD models of the Razr and Razr Maxx

http://support.verizonwireless.com/clc/devices/knowledge_base.html?id=66528

Safe Mode temporarily disables all applications that have been installed via Google Play. Performing this troubleshooting step is necessary to determine whether a 3rd party application is the cause of an Operating System / Application issue. Safe Mode should always be performed prior to a hard (factory) reset.

With Safe Mode enabled, test device and app functionality. If the previous issue fails to occur, the cause has been isolated to a 3rd party application and all recently installed / updated applications should be uninstalled. With Safe Mode disabled, reinstall then test each application, one at a time, to identify which is causing the problem.

Enable Safe Mode
Disable Safe Mode

Enable Safe Mode

Preferred method
Alternate method

Preferred method

Press and hold the Power button.
Select and hold Power off.
From the Reboot to safe mode screen, select OK.
Allow several minutes for the device to power off and restart into Safe Mode.
Upon reboot, Safe Mode appears in the lower left.

Top Alternate method

Ensure the device is powered off.
1. Press and hold the Power button.
2. Select Power off.
3. Select OK.
Press and hold the Power button until the Motorola logo appears then release.
With the Motorola logo onscreen, press and hold the Volume down key.
Continue to hold the Volume down key until Safe Mode appears in the lower left of the screen then release.
This may take up to a minute or more.

Top Disable Safe Mode

Press and hold the Power button.
Select Power off.
Select OK.
Allow several seconds for the device to power off.
Press and hold the Power button until the Motorola logo appears then release.

Verizon_Support

yeedle13, I'm sure this situation is frustrating. You have done many of the steps that we would have you perform from a troubleshooting perspective. By doing the hard reset and waiting to install the apps again is another great way to complete troubleshooting.

We need to determine why these calls are dropping once and for all so you can stay with us.

I need you to update the PRL by powering off/on. Once that has been done, please check the signal strength via Settings>About Phone>Status>Tap on Network type and strength to provide me with the Network values for 1x & 4G.

Has a resoultion ticket been submitted for this problem?

Tamara H.

Follow us on Twitter @VZWSupport

YPYPYP

Thanks for the help with the safe mode - didn't know android had that.

Anyway unfortunately I dropped a call today while being in safe mode - with full signal. I was on a call for about 15 minutes and then out of nowhere it dropped. After about 20 seconds it picked back up to full 4G signal and I placed the called again.

Any other ideas?

YPYPYP

The signal strength says the following:

1x = -51dbm

4G = -65dbm

I am sitting in a conference room all day in NYC (6th floor) and I just dropped a call (which led me back to this board to see if anyone has posted any other solutions). As you can see my signal is pretty good and I have literally not moved all day so not sure why my call would drop. I had perfect 4G service, I was on the call for 15 minutes and then it dropped. After about 20 seconds the signal picked back up and I was able to call the person back.

Yes I am very frustrated as I have tried every method that was asked of me during the almost 10 times that I have called customer support (so I would hope they have a ticket for me).

I would really like this phone to work as I love the battery life (the reason I got it when newer phones were available), but I am at a breaking point. I have never had a problem with Verizon in the past but you can understand, based on my experience with this phone and customer support dealing with it, that another carrier is looking better every dropped call.

Thanks

TXLawyer

Having the same exact issues. Issues seem to have started after the recent update a few weeks back. My wife and I both have the Motorola Droid Razr HD and we both are having these issues. I have taken the above diagnostic measures and problems are persisting.

Any help would be greatly appreciated.

Thanks!

ebackens

I am in the same boat, same exact issue...same exact troubleshooting including replacement phone. must be an issue with the last update. Please either provide a solution or a replacement phone that does not drop calls

Verizon_Support

ebackens,

And you can bet we want to get you out of that boat. Have these issues only been going on since the last update? What's your zip code? We want to isolate the issue as best we can.

EvanO_VZW

Follow us on twitter @VZWSupport

SLY1859

This is happening to me also, it's been happening for weeks, is it the phone or network? Totally annoying and unexceptionable. Can't hold a conversation for more than 2 minutes no matter where I am

Verizon_Support

I'm sorry you're having this issue too SLY1859. Let's get this fixed so your calls aren't dropped. When did this start for you? Which phone do you have? Where are you located? (zip code) Does it happen mostly indoors, outdoors, or both?

Thank you,

VanessaS_VZW

Follow us on Twitter @VZWSupport

SLY1859

Started a few week to a month ago, I have the Droid Razr M, my zip code is

01801 and it happens everywhere. I can't manage a call anymore.

My phone is also constantly going to backup, no matter what I'm doing the

screen keeps switching to backup. This is really getting bad.

Verizon_Support

Thanks for confirming SLY1859. The coverage looks strong in that zip. What type of locations are these, when you refer to everywhere? Inside your home, work or school? Have you tested the device outside your home zip? How about other users in your zip with different model devices?

JonathanK_VZW

VZW Support

Follow Us on Twitter@VZWSupport

Hilfiger714

I have this same problem been on the phone many of times and have tried all these trouble shooting techniques. None work. I have a droid razor maxx hd 3rd phone in 3 weeks. Please help me or I'm going to AT&T ASAP!!!! Was on the phone with verizon today! So tired of spend a hour on the phone!

Timms

Same problem with my Droid Razr Maxx in zips 77059, 77058, and 77573. I had great signal and data connectivity (4G) inside and outside office/home/car etc. Since last November timeframe nothing but weak signals almost everywhere. Can't get 4G anywhere around my office building (inside or out) and can barely get 3G most everywhere else. I have had to set the phone to CMDA auto (PRL) just to keep it from constantly searching for a 4G signal and wasting my battery down to nothing in less that half a day. And, YES, I have done all of the trouble shooting listed above (clear cache, power cycle phone, reset sim for towers, etc., etc. etc., blah blah blah). Days spent talking with Verizon CS results in "We don't know...maybe its your phone or you are in a "weak" area." without any acknowledgement that things changed from good to bad around the beginning of last November which I believe corresponds to an update my phone received.

Good news is I just updated my work phone to a Galaxy 4 on AT&T and it gets a perfect, 5 bar, 4G signal both at my office and at home. Since my contract with Verizon is up, and they don't seem to care to fix the problem or admit to any issues on their end, I think its time to switch carriers.

Verizon_Support

Hello Timms

Thank you for all the troubleshooting you've done! We appreciate it and want to get this addressed. Please accept my follow request and follow me back. Then send me a private message. I'd like to review your account.

Sincerely,

JoeL_VZW

Follow us on Twitter @VZWSupport

Timms

How do I "follow" you Joe?

tikibar1

and

Timms

Joe, I sent a following request.

JESS1101

I am having this exact same issue but worse. Not only do I drop calls/lose data connection the phone then shuts off and restarts itself. Then the battery will be drained and I need to immediately plug it in. I'm talking 10-15 times a day! It started shortly after a software update.

I have the Samsung Galaxy Note 2 and live in IL. This will happen in IL and in IN over the span of 300 miles. No matter where I go, inside, outside, highway, etc. It still dies.

We did trouble shooting for weeks which included:

clearing of all caches
deletion of applications
went into safe mode for two days
factory reset
SIM card replaced
uninstall and reinstall of operating system

....and last but not least a replacement device. And it's still doing it!!! I think I'm going to lose my mind.

I have been with Verizon for years and have NEVER EVER had a dropped call or have lost data connection/service. And have had this same exact phone now for over a year and a half and have NEVER EVER had an issue! I'm so confusied. Then after a software update on or around June 27, 2014 my phone hasn't been the same. We thought that was the culprit, but clearly not if a new device still isn't working!

I don't know what else to do. I have been in person to 3 different Verizon locations. I have spent 10+ hours on the phone with tech support/coach. I'm losing my mind. I rely heavily on my phone for GPS and for email and didn't previously have wifi at home as a way to save money. I now have wifi as it's the only way I can access emails. I already have reverted back to writing out directions. I still can't make phone calls. So have to use my phone at work or a friends.This is crazy! I may revert back to old days of not even having a smartphone.

yeedle13 did your issue ever get resolved? I was with AT&T for many years prior to Verizon and had a number of different devices and their network was terrible. I would lose calls ALL the time, so I came to Verizon. Was the best thing I ever did, till now! I honestly thought this was a way for God to teach me patience! Haha. Am so glad (and sad) to hear others are having the same issue.

B33

Another Place to Find Members & Employees = Reps in the Forum is to Click on https://community.verizonwireless.com/people

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