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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.....
Solved! Go to Correct Answer
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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…
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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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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
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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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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.
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Hi GregStough, I appreciate you sharing this information and let's continue to work on this issue until it gets resolved. You mentioned something about your location. What is your zip code? As you travel, do you get the same service issues in a different areas? Please provide the other zip codes where you are having the issue so we can check on the coverage.
EdwinW_VZW
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I live in the 17408 zip code and work in the 17110 zip code. I do not
believe this is a service issue. I've been out of the service area in the
past and have always received proper notifications and voice mail messages
as soon as I returned to an area with good service. My current problem is
entirely different. When the problem is occurring, I never receive any
notification that some called, even though they did so and left a voice
mail message. And the voice mail they left for me never shows up. The voice
mail simply disappears and I have no idea a message was left for me, until
I am later able to talk to the caller and they advise that they called and
left a message.
On Apr 21, 2016 11:58 PM, "Verizon Wireless Customer Support" <
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Getting phones calls and emails are important, GregStough. I have the Droid Turbo as well and want you to love it, as much as I love my device. That happened to me too when I got my phone. I forgot to set up my voicemail and I was not receiving messages. Then I turned it on and viola. Lets see if this will work for you as well. Here is how to set up your voicemail. http://vz.to/2489MQT
AllisonC_VZW
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Allison, I have owned Droid phones since the very first one came out a number of years ago. I have never had any problems with any of the Droids until now. I have enjoyed how all of my Droids have worked, which is why I've always replaced one Droid with another. But this problem, has me questioning the value of Droid phones. And an internet search will show that there are many other Droid owners out there with the same, or similar, problems I am experiencing, and all of them have the same complaint...nothing that Verizon suggests works.
Setting up voice mail, as you have suggested, would have nothing to do with my phones ability to display that someone called me. If you read my original post, and a number of previous replies, you'll learn that people sometimes call me and I have zero indication on my phone that they have called. When the problem occurs any voice mails that the call leaves for me disappear and I never see them or can retrieve them. I have no clue they even left me a message unless I eventually talk to the caller and they ask why I never returned their call or voice mail. Why didn't I? Duh, because my phone doesn't show me that their calls and voice mails even exist. I have had my voice mail set up for nearly a year and except for recently I have never noticed a problem. The problem I have is intermittent, sometimes my phone works, and other times it leaves me high and dry.
This problem has existed with Droid phones for a number of years. A quick search of the internet shows this reported issue back in 2011. See the link below. I have had Droid phones before then and are not aware of any problems until recently. Of course perhaps there were problems and I just didn't realize it. If my phone started acting funky I'd shut I'd shut it down and it would work fine after the restart. Unfortunately, with the current problem I've restarted my phone and within about 30 minutes my phone didn't work again. I don't know if it didn't reset the problem, or, if the problem just started again, after the restart.
All calls go to voicemail... no change in my setti... - Lenovo Community
So, I'm still looking for a solution, but it sounds to me that there is a systemic software issue with Droid phones and Motorola hasn't figured out how to fix the bug. Complaints about this problem are all over the internet.... Sad...very sad...
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Both my husband and myself are having the same problem. I just left the Verizon store after receiving virtually no assistance with the problem. The rep turned the phones off, turned them back on, ran the My Verizon diagnostic which showed no problems and told us to come back if we have the problem again. I explained that turning phone off/on only fixes the problem for a little while, minutes, hours who knows! I even showed her this thread. She took the phone started reading the post, said let me try one more thing, closed the browser and said "well they want us to run the diagnostic, I ran it, if the problem returns come back" Verizon this is UNACCEPTABLE!!!!!!!
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Yes, I'm sorry to hear that you are having the same problem. Based on many other complaints on this issue all over the internet it sounds like the problem is with Motorola's software. Verizon sells the product, but has no control over the actual software. I suspect that all of the VZW's responses are from basic level service tech's, which is fine, but this is not a basic problem. This is a lot more complex then helping a technically challenged user figure out how to set up their voice mail and how to turn off call forwarding. This is not an issue that most service reps will be asked to correct, and certainly not something that's going to be in their on-line service rep how-to guide. They really need to escalate these issues to the "technical" specialists and program engineers. I've not found any references to Verizon or Motorola escalating this issue at all. They just politely help with the basic knowledge they have and it stops there. I called Motorola and they were of no help either. I explained what was going on, and what I had done already and they didn't really have anything else to offer. Based on the little real help I received from Motorola, I got the impression that they knew of of problem but don't have a solution so they just want to pacify the consumer as best as they can. ....sad...
I have a lot of troubleshooting experience so I've been trying to gather as much information about my phone's condition when it stops working. About a week or so ago I changed a setting on my phone and I have not had the problem since. It could be coincidental, or it could be a breakthrough in this issue. Unfortunately I'll not really know for another few weeks. My plan is to try this for about a month or so to see if the problem occurs again. If the problem does not occur again I'll change the setting back and see if the issue comes back again. If the problem does not come back after I change the setting then I've not really found anything notable. But if my phone continues to work correctly with my current (changed) setting, but begins to fail again when I change the setting back again, then, I may have found something of significance. If it does fail with the old setting, I'll switch the setting again to what I am using now, to see if the problem goes away. Unfortunately this will take weeks to test completely. 😞
Okay, if you would like to try to change the setting on your phone to match mine I would be interested to hear if your problem goes away too. If the problem goes away for you too, then I believe we are on to something. This is what I did. I noticed that this Droid works very differently than all my other droids...and I don't like it. With this phone I could not use my data connection while I was on my phone, which is very stupid and I hate it. A while ago, I was looking at my phone's settings and ran across the "Advanced Calling" feature. I'm not entirely familiar with what it does, but basically it turns on and off the HD Voice and Video Call feature of the phone. I found my Advanced Calling feature turned "OFF". So I turned it on about a month or two ago. I'm not positive of the exact time-line, but I became aware of this problem while the "HD Voice and Video Calling" feature was turned on. I'm not sure, but I after I thought about if for a while I realized thought that my problem MAY have first started after I turned this feature on. Turning it on allowed me to use both the phone and data connection at the same time, which is how my old droids always worked. But for not I've turned it off and since I've done so I have had no problems what-so-ever. To find this setting I navigate as follows [Settings screen] then go to [Advance Calling] then [Advance Calling] again, then turn off the on-off switch. On my phone doing so unselects the HD Voice and Video Calling options.
So, this problem was occurring several times a week for a couple of weeks. Since I've turned off the Advance Calling feature my phone is working correctly, and I've had no problems at all. I'll leave the settings like this for a few more weeks to see if I have any additional problems. If not, I'll turn the Advance Calling feature back on and see what happens then. Afterwards, if the problem occurs again, it may indicate that the Advance Calling feature is somehow directly connected to this unexcusable problem.
If any of you have this feature on your phone, and it's currently turned on, try turning it off to see if your problem goes away. If if does please post your results here so I have some additional feedback. Thanks!. And Good Luck!
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T.east, we always want you to have service. We are happy to help in any way that we can. Are both those phones the same make and model? When at the store location, did we replace the SIM cards?
StevenG_VZW
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I am having the same issue with my Droid Turbo (I have 2 of them and they both exhibit this problem). Some calls come through, others don't. It's a random problem. I live in 32163 and have a good 4G LTE signal here. My phone area code is 410, so I suspect that may be related to this problem since I am no longer in my phone's area code. This is very frustrating since I am missing a lot of calls and only know who called when I see a voice mail icon. Also, sometimes the voice mail will not be delivered for several days! What's up with that???
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Thank you for bringing this to our attention, wyealbert. It is important to us that we gather all the details we can on this particular issue and I am happy to assist.
Did you happen to download any new apps around the time this began? Does the phone have the most recent software update? Please provide a few additional details and we will be ready to continue helping.
SteveR_VZW
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Since this has been happening on both of our phones for many months now, I doubt that it is app-related since we have installed different apps at different times. We are both running Android 5.1 which I assume is the latest available since we have not received any later updates from Verizon.
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I am having problems very similar to what Greg is experiencing. My Droid Turbo is a little more than a year old and the problems just started a couple of weeks ago. Restarting also helps for a variable period of time. The additional problem I am experiencing is that sometimes when the phone does ring and I answer it, I can hear the caller but they can't hear me. I also seem to be able to get texts. All of the other problems are identical.
Some background to help Verizon:
The phone was purchased in January of 2015.
It is the 64gb version of the original Droid Turbo
The phone has never been dropped or gotten wet
My zip code is 12027
I have the problem even when all of the bars are full
I am running Android version 5.1 and the phone is up to date
I have had the advanced calling and video capability activated for about the last six months with the only problem being less clear communications. Two weeks ago I reset my phone to factory settings (what a pain getting things back to the way they were). That did not change the symptoms. I have deleted recent apps without any relief. I did have the same thoughts as Greg and turned off the advanced calling features last night but it is too soon to tell if that will make a difference.
I would really appreciate some help from Verizon or Motorola since this phone isn't paid off yet.
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We greatly appreciate the details that you provide and all that you've done thus far. Do you receive similiar results while the device is Safe Mode? http://vz.to/1ENHmNr
YosefT_VZW
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I was asked by Verizon if the problem exists when booted in safe mode. I have done that and will need to wait a while to see if the problem continues to occur. Has anyone else tried safe mode? Here are the instructions from the Verizon web site.
Safe Mode puts your phone in a diagnostic state (returned to default settings) so you can determine if a third-party app is causing your device to freeze/reset / run slow.
An alternate method is available if the device is unresponsive or won't power on.
- Press and hold the Power button (at the right edge of the device, above the Volume buttons) until "Power off" appears then release.
- Touch and hold Power off until the "Reboot to safe mode" prompt appears (approximately 1 second).
- From the "Reboot to safe mode" prompt, tap OK to confirm.
The process may take up to 30 seconds to complete.
Upon reboot, "Safe mode" appears in the lower left of the unlock/home screen.
Notes:
- With Safe Mode enabled, test device and app functionality. If the previous issue fails to occur, the cause has been isolated to a third-party app and all recently installed or updated apps should be uninstalled.
- Power cycle the device to disable Safe Mode, reinstall then test each app, one at a time, to identify which is causing the problem.
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I'm not sure how practical this is since the "missed call" syndrome is RANDOM! Some calls come through, some don't. Uninstalling apps and reinstalling would be a painstaking process!
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We are having the same issue here in California (91020 area code) we have a Droid Turbo and two Droid Turbo 2's. Problem exists with all 3 phones. 4G coverage with 2 bars but calls don't come through. Rebooting temporarily fixes the problem but it randomly keeps happening. Not sure if this is a service issue or an issue with these newer generation phones with lower antenna power.
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We want to make sure you get all of your calls, Alex. In which zip are you having this problem?
NicholeK_VZW
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