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Turbo won't ring

Hi,

In the last 2 weeks I have noticed that my phone has stopped ringing when I get calls and the hands free driving feature isn't reading texts or stating when I have a call. When a call does come in the phone vibrats but doesn't ring.

When I resart my phone it works for a time then stops again. I have a ringtone set, the phone isn't on silent. My phone isn't set to not interrupt me (sleeping or in a meeting). Its happening on all calls.

Heather

Comments

Verizon_Support

That sounds terrible, Heather! I also have a Droid Turbo, but have truly had a great experience with it since activating it last week. I'm sure we can solve these problems. I'm a bit uncertain about one thing you've mentioned. You said that the device isn't ringing and the hands free feature won't read texts or letting you know when you're getting a call. Do these issues only occur while the device is supposed to be in hands free mode? If so, what Bluetooth device are you connecting to?

DionM_VZW

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hmyers12

Hi,

I'm not using a Bluetooth currently. I'm using the Drive Assist setting in Moto. However, the problem is occurring all the time not just when I'm driving.

Verizon_Support

We'll figure out what's causing this yet, hmyers12! You did say it works correctly for a short time after restarting. Please try running the device in Safe Mode, and see if it continues working correctly. http://vz.to/1A27nei Keep us posted!

Thanks,

MichelleH_VZW

Follow us on Twitter @VZWSupport

Apd1075

My Turbo is not ringing either. Doesn't even show a missed call. Went to Verizon store today and they reset it. Worked for about an hour, then stopped working again. What's up?

apo11ox

I have the same problem. Disabling moto didn't help

Verizon_Support

Thanks for the heads up apollox! May I ask do you have bluetooth turned off in Settings? Also, does other audio functions work properly? Assuming that you do not have any liquid or physical damage on your Turbo, please advise of the questions above so we can proceed.

Thank you…

ArnettH_VZW

Follow us on Twitter @VZWSupport

sfji

I have the same problem. My Turbo stopped ringing the day after I got it (approx. 1.5 weeks ago). I took it back to the store and they did a soft reset and was told if it happens again it's probably something wrong with the phone. This worked for a couple days but it's currently not ringing again. I don't have MotoAssist as an app in my settings, so I can't try disabling it. My spouse has the same phone (different color) and has no issue. Seems to be hit or miss. This is very disappointing.

Verizon_Support

sfji,

Sorry to see that something as elemental as the ringer is not working properly for you. Go to settings> advanced calling. Is this enabled on your phone? On your spouses phone? Does the problem persist in Safe Mode? http://vz.to/1DuBOZ1

BrianP_VZW

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sfji

Advanced calling is not enabled on my or my spouse's phone. His works; mine does not. Mine no longer even rings on the caller's end, but just goes straight to VM. Unacceptable. Receiving calls is the most basic function of the phone.

Verizon_Support

Hi sfji!

Thanks for the details, let's get to the bottom of this! What is your current zip code? Were you able to place your device into safe mode? If so, did the issue still occur while in safe-mode?

Thanks,

AyaniB_VZW

Follow us on Twitter @VZWSupport

toughteach

My phone just purchased yesterday is also not ringing. WTH if my kids can't reach me that's a HUGE problem. I replaced my droid 4 that wouldn't answer, but at least I knew they were calling!!!! On/off constantly sucks and I'm tired of friends and family getting pissed that I'm "not answering" their calls. This gets fixed or Samsung Galaxy here I come. You have 12 days to get my phone fixed!!!!!

Verizon_Support

Hi toughteach!

I realize the importance of having an operable device and I'm here to help! Are you unable to receive all calls? Please ensure call forwarding is deactivated by dialing *73, send.

Thanks,

AyaniB_VZW

Follow us on Twitter @VZWSupport

edorwart

I am having the same issue with my Turbo, started around 12:00 today. mAjor problem that I cant get phone calls for my business.

danersue

Uhmmmmmm once again.... You are suggesting tasks that do m nothing. *73 does not fix problem.... How do I know? Because it was done to my phone. What is Verizon and Motorola doing. Why focus on the operator when it's the equipment. This is unacceptable. When you get in your car and start driving down the road and the car stops for no reason.... Is that OK? This is what is happening. Tell us what your side is doing... Y'all are blowing smoke and making noise to try and distract but we are taking it if the shelf.

Verizon_Support

I'm sorry you're having issue with your Turbo ringing. Does it occur for certain phone calls or while you're inside?

Kinquana_VZW

Follow us on Twitter @vzwsupport

Bavette

I am having the same issue and have had it since the software update in December. However, one day my phone will ring and the other days it won't. I live in 74055.

Bavette

I have had the issue since the software update. I bought the phone in November.

KellyArens

There is an easy fix to this problem. Go the the Verizon page for the Turbo and click on troubleshoot. Clear out your Cache Partition. Will solve the problem with the phone not ringing. Had to do it myself and the phone works great now. Should probably do it as a maintenance issue just like you would on your computer.

hmyers12

Hi,

I have tried the suggestions that apply to my phone and they do not help. All other sound on the phone works when this occurs it is just the ring tone and the Moto Assist that stops sound that stops. In addition I have found that placing the phone on air plane mode and then taking air plane mode off fixes the issue for a time. Once back out of air plane mode the ring tone will work. It's even stranger because sometime it is only the ring tone I set (comes standard with the phone and not something I downloaded) other ring tones will work. Once again turning the phone of or off or placing it in air plane mode and then turning that off seems to fix it for a few days, but then the issues occurs again.

Verizon_Support

hmyers12,

Sorry to here the previous suggestions have not fixed the issue! Sounds like powercycling has only been a temporary fix. Try wiping the cache partition http://vz.to/1BXfdmv . You wrote that you had tried the previous suggestions. Does that include using Safe Mode and Factory resetting the phone?

BrianP_VZW

Follow Us on Twitter @VZWSupport

RobieR

I spoke with a tech rep last night as I have been having the same problem for a full day.

I brought this discussion to his attention and he is sending me a new phone.

Hopefully, that takes care of it.

No sense having a phone that won't ring.

ShanDroyd

HD calling did not fix my ringing problem!!!

I activated the HD voice calling ( which is nothing more than VOIP )

This did not fix my ringing problems. I would also like to add that my personal experience with "HD" calling was terrible...

The audio quality was terrible, had a back echo, occasional sound distortion, and the audio equivalent of digital pix-elation. Now I understand that HD calling is a new thing, but keep in mind we've had VOIP calling for years with perfect sound quality. I recommenced only using HD calling if the other party you are communicating with is using VZW HD calling.

Also, keep in mind that HD calling uses your 4G LTE data, so if you run close to your data cap, watch out!

Bottom line, I want Verizon to swap my phone with an equivalent, late model Samsung Galaxy Device !!!

So far the only temporary fix for this problem, in my personal situation, is to factory reset the phone every time it fails...

sfji

The tech individual at my local VZ store did mention that he was skeptical that it was the HD Voice feature that fixed (at least temporarily) my issue. He said that this is a new feature and he has seen it cause problems (i.e. phone NOT ringing) when turned on. He thought it was my SIM card, but my phone won't ring if i turn off HD Voice. Honestly, I'm just waiting for it to stop ringing again. I shared this information b/c I thought turning HD Voice on/off might help someone... ?

Also, I specifically asked if the HD Voice uses my data and was told it does not.... I just "live chatted" with a VZ person and they said that only video calls use data allowance.

This is VERY frustrating.

Debdebdoo

Same issue with me. NO CHANGES to the phone, it is just not ringing. Had different friends try to call me with no luck. Texts and other messages come through just fine. I am in an area with great reception (73162). It would seem like the latest software update caused a glitch.

RobB772

For the last 2 days my 64GB Turbo rings only once...If I don't happen to be right there or miss that 1 ring I'm SOL. Tried safe mode, soft reset, disabling Advanced calling still happens. Only thing "New" since problem started is I was prompted to set up Visual VM (Which I blew off). I prefer getting voicemail the old fashioned way (Press & hold #1 or *86). Don't want or need visual voicemail but I do need my phone to ring when I'm receiveing a call. Zip 14624

ShanDroyd

I now occasionally get the issue where my Turbo will ring once, then the ringer silences... When this does not happen, I get no ringer at all, calls go straight to voice mail and I get no "missed call" warning...

ShanDroyd

Sfji,

I believe you when you state that the VZW rep. told you that HD voice does not use any of your DATA, but he/she is wrong. HD voice is VOLTE ( voice over Long Term Evolution - Data ), which is the same as VOIP ( voice over internet protocol ). It has to use either your over the air data, or a WiFi signal. there may be a possibility that it does not count towards your data use, a lot like how T-mobile has a music streaming service that does not deplete your data allowance, but this is not likely, as VZW gives nothing away for free...

I have received multiple, different, responses from numerous VZW Reps. on weather or not it uses up any of your Data allowance.

RobieR

I am betwixt and between. Mine started ringing normally but I have received the refurbished replacement I'm supposed to change sim cards with and send back my original phone.

I hate to go through all this mess if I don't have to.

ShanDroyd

I spent an hour on the phone with a tier 2 tech support rep from VZW today.

She admitted that as of this time, it is a problem, and confirmed there are only temporary fixes.

VZW will send you a refurbished Droid Turbo if you ask. (but this will not solve the problem)

VZW will not offer you a replacement with any other model phone.

Motorola's official response is to power cycle your phone, and then do not use it for anything for a minimum of 1-hour after your turn it back on...

Seriously!!!??? WTF!!!???

Right now VZW is solely blaming Motorola, and is advising customers to contact Motorola to complain.

Moto: 1-800-734-5870 or www.motorola.com/android

The VZW rep said that Moto has informed VZW that they are aware of the problem, and it should be resolved with the next software (OTA) update, but they will not confirm the release date.

hmyers12

My phone has now upgraded to not ringing or vibrating at all on some calls, instead calls go to voice mail. I have tried all suggestions listed here with no lasting fixes. This is extremely frustrating. I am also convinced that this is a software issue.

I am have sent an email to Motorola to complain.

ShanDroyd

My Turbo is officially up for sale on Craigslist. I am taking the money I get for it to terminate the contract.

This is absolutely disgusting how Verizon shows a complete lack of respect for their customers.

Message edited in accordance with the Verizon Wireless Terms of Service

Message was edited by: Admin Moderator

Jenpoe

Hello- I have called Verizon many times over- they cannot do anything about the phone. It just stops ringing. I have been advised only Motorla can resend a new one... this will be my second new one in less than 30 days... I just want a phone that rings.

B33

O ouch.! :smileysad:

Marcusj1121

I was having this same issue (phone not ringing and calls rolling right to VM with no missed call logs) and I did a soft reset and it seems to have solved the problem.

morentsy

This is a problem with VZ network and this phone model. Was not receiving any calls. All calls went straight to voicemail. I fixed this problem by switching my preferred network to LTE/CDMA and then back to Global. This setting in under Settings > More.... > Preferred Network. Will see if it acts up again. If it continues to be a problem I'm switching back to a Samsung phone.

JRGrillo

I have the same problem. Although the ringer wasn't working, I noticed that I was able to receive calls when I was on the other line. I just cleared by cache partition and it is working again. My HD calling feature is off.

Don't know if it is coincidence but the ringer stopped working the day that I used the turbo charger for the first time. Hopefully Verizon/Motorola will come up with some fix for us.

Verizon_Support

I'm saddened to hear of the ringer not working on your Turbo. I understand the need to have it working also. Have you tried putting the device in safe mode? http://vz.to/1ENHmNr

VanetrisC_VZW

Follow us on twitter @vzwsupport

Roger6855

Just realized that my Droid Turbo has not been ringing the past couple days and I found this post this evening. While at home I called it myself and my turbo never rang. On my house phone it rang five or six time and then went to voice mail. The past several days, I have had some voice mails, but my phone never showed that I missed any calls. Didn't think much about this, just figured I didn't have a signal. This also happened when I first got the phone the end of December and when I restarted it, it started working and I didn't give it much thought after that. I usually turn it off at night. I also turned it off this evening and back on and it now rings again. I feel like I should call it every morning to see if it is working but when I'm out of town, this is not possible. I don't know if something happens when I turn it on in the morning or if it just quits ringing as the day goes on. Wouldn't be quite as bad if it would show that I had missed a call, but it doesn't. I also have a charger that it just sets in and when I use this, it turns the phone back on if it is off, thus sometimes I don't turn it off and I try to remember to turn it off and on in the morning. Sounds like I'm having the same problem that many other here are having. I gave up reading all of the post and skipped to the end to post this.

Verizon_Support

Roger6855,

We don't want you to miss anything! This is odd, but I understand how important it is to resolve it, and keep your calls going. At first glance, there are no reports of a known issue by the manufacturer, but we'll help get to the bottom of this.

Is there physical or water damage to the phone? Do you have a case on it. and have you tried removing it? Do you miss every call, or is it specific? Just to rule out a common situation, complete steps here http://vz.to/1qM1ZEi and test again. Keep me posted.

AdaS_VZW

Follow us on Twitter at @VZWSupport

IMD-LLC

I am having the exact same issue and have proved it out. The phone will not ring! After discussing this with Verizon...of course, its my fault, I just don't know how to use the phone. Be advised, the amount of people now having this issue is GROWING! Only way to get it working is to keep turning off and back on...lasts for a short period of time, then nothing. I have called the phone several times today...and straight to voice mail with NO indication give by the phone that there ever was a missed call. I am looking for another provider!

starchild25

Exact same problem. Phone will not ring, and turning on and off does nothing. I've had this phone less than a week.No damage to any part of the phone. How is this fixed?????

morentsy

Verizon seems to not yet have a handle on this issue, but there is

something about this phone and how it interacts with certain towers. I've

been lucky, I changed the preferred network type to LTE/CDMA and it's been

fine since, but I also have t been back to the geographic area where I had

the problem. If it starts up again I will probably pay the penalty and go

to another carrier -- but don't tell Verizon -- just go to the other

carrier and explain your problems and they might give you a good deal that

offsets some of the cost of breaking your contract. I was literally told to

do this by a Verizon store manager after being with VZ for 12 years! They

truly don't know or don't want to admit that there is a problem.

KellyArens

If you get a Verizon Tech that is not aware of this they are just out of the loop. Motorola came up with a fix for this problem and it went out as an over the air update a while back. My phone has been ringing fine since. I never miss calls anymore and the phone always rings. I am not sure why yours has not fixed, but I would check for updates and see if there is one available for you. I also turned on HD calling and that has improved things as well.

John5673

Having the same issues with my Turbo. Will be going into the Verizon store to see if I can trade it in for a different model. Not really willing to try turning stuff on and off and clear my data and have my friends and family get involved in trouble shooting this problem. The fact that the phone doesn't always ring, rings once or rings 10-14 times on the other end before ringing on my end makes it fundamentally broken. Luckily we all have contracts with Verizon and they have certain obligations to us that if not met negates the contract. So don't take any **** from anyone. If you aren't getting what you're paying for, stop paying!

christineb1234

Just purchased the Droid Turbo on Black Friday. Yep, you guessed it, I soon discovered my phone won't ring. I went into clear the cache partition and it's ringing (go to Motorola site and search for clear cache partition for step by step process). Unlike others, I'm not flipping out, I just fixed it myself. Will see how long this works, I have 14 days to return it if it stops again.

DrGooMind

Turn off the Advanced Calling/HD Voice feature. That solved this same, frustrating issue for me!

dubljay

TRY THIS: Hit the Volume up button, notice that under the volume bar there are three icons. One is to allow no interruptions, one for priority only, and the last one allows all notifications. The one for priority is most likely highlighted, tap the "All" button, and now it should always work.

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