HD Voice (VoLTE) missing after software update
jroal
Contributor - Level 2

After software update my Z4 looses HD Voice (VoLTE) calling setting.  It has happened 4 times now this year.  I have 3 of these devices and they all did it multiple times after the 2021 software updates.  These are all Motorola Z4 unlocked.  I have tried working with Motorola too and they don't know why this happens.  Often I can't even make/receive calls or SMS either.  See this thread as well: https://forums.lenovo.com/t5/Moto-Z4/Can-t-make-receive-calls-or-SMS-after-software-updates/m-p/5093... .  A complete device reset does correct the problems every time.  However, that is a major pain and we need to resolve this so we don't have to do a complete device reset every few months when software updates are pushed.  I also noticed that I cannot use either the Verizon web or app to remove HD Voice and reapply it.  I get an error saying it cannot be completed.  This makes me wonder if the issues are on Verizons end.

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vzw_customer_support
Customer Service Rep

We understand your concerns regarding the device and losing the HD voice feature on your phone. With regard to the device being an unlocked phone not all features will work as it is not a factory Verizon device. This is the reason for having to complete the reset for this feature to work after completing the update. With the devices being unlocked we do not have the option to stop this from occurring due to that reason. Verizon applications may not work as well due to the devices being unlocked and not from Verizon directly.  -Jasper

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jroal
Contributor - Level 2

Really?  So your response is "not my problem".  That is a real lack of customer service.  Take a look at the thread on the Motorola Z4 support forum.  There are many of us.  The devices work fine, all the features we want anyway, on Verizon.  Then the update breaks it.  I do suspect this is more Motorola's fault but I would hope that Verizon and Motorola would put more focus on their customers and collaborate to resolve these problems.  If you think that trying to force me to a Verizon locked device will sell me one you are very wrong.  It will just push me away from Verizon.  My next device will also be unlocked as I do not want all the Verizon bloatware on my phone.  Been there, done that, never again.  Instead of pointing fingers and trying to leverage this to force people to buy a locked device, try giving real customer service to retain your customers.  Step up and help resolve the problems.  Show that you have the skills and care enough to actually retain customers by having great products (meaning cellular service, not your locked devices) and service.  

 

Link to Moto Z4 issues on support forum: https://forums.lenovo.com/t5/Moto-Z4/Can-t-make-receive-calls-or-SMS-after-software-updates/m-p/5093...

acraftylady2
Specialist - Level 2

If you search the forums you will see it's like that for any unlocked phone model.  There is nothing to fix as not all features from verizon will work on unlocked phones, been stated many times here.  

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jroal
Contributor - Level 2

VoLTE does work on the Moto Z4, until a software update.  A device reset does restore VoLTE.  So, this is clearly not a feature incompatibility issue.

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bonnaroo82
Enthusiast - Level 1

Then why does everything work just fine after a reset? Until the next update comes around that is. I spoke with Motorola and they said it's because once they have an update it's given to the carriers first before it's pushed out. However before they push out the update each carrier tweaks it to how they want it. So it's most definitely Verizon who is messing it all up.

 

DT97STO
Enthusiast - Level 1

I too have this problem with two Verizon bought Motorola Moto X T1060 4G 4LTE smart phones. Verizon suddenly told me my phones would not work because they are not 4G VoLTE. Motorola (Leveno) told me the that the VoLTE software was released in Lollipop 5.1 update and that Verizon tweaked it out, so as to increase phone sales. Now Verizon is bricking my two smart phones by Dec 2022. They in a text message informed me that if I didn't upgrade by the December billing date my phones won't work and I will lose my  ported phone numbers that I've had for over 20 years. They are offering two flip phones that are technically worthless in compensation. To me this is an obvious con to it's loyal consumers to benefit Verizon's profits and satisfy it's investors. Basically Verizon's insatiable greed! Cox Cable is another company that uses devious practices!

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acraftylady2
Specialist - Level 2

Been on the news the last few years in my area all cell carriers are doing away with 3g so shouldn't be a surprise.

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