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Charging port no longer works.

JOHVOB35
Newbie
‎09-21-2017 04:58 AM

Bought phone thru best buy 2 months ago. Charging port no longer works. Who do I talk to about warranty information?

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tikibar1
Community Leader
Community Leader
‎09-21-2017 06:41 AM

From  https://www.bestbuy.com/site/help-topics/warranties-and-manufacturer-contact/pcmcat204400050042.c?id...

Samsung800-726-7864
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bearone21
Legend
‎09-21-2017 11:42 AM

usb or wall charging??....usb port may be bad.

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vzw_customer_support
Community Manager
Community Manager
In response to bearone21
‎09-23-2017 11:46 AM

JOHVOB35-

Oh no! That definitely sounds frustrating considering the phone is relatively new. Let's figure this out together. What happens when you try to charge your phone? When did the charging port stop working? Have you tried using a different charger or a different outlet?

AmberK_VZW

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If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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JOHVOB35
Newbie
In response to vzw_customer_support
‎09-25-2017 04:38 AM

When plugged in does nothing. The charger I have works on other s8 phones so I know that is not the issue.

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vzw_customer_support
Community Manager
Community Manager
In response to JOHVOB35
‎09-27-2017 06:04 AM

That's really odd, JOHVOB35. We're eager to get this resolved for you. Has the phone been damaged or wet at all since you've had it? Even in the slightest way?

 

VanessaS_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this.

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JOHVOB35
Newbie
In response to vzw_customer_support
‎09-27-2017 06:14 AM

No damage that I am aware of to the phone.

Jon [Removed]

personal information removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator.

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vzw_customer_support
Community Manager
Community Manager
In response to JOHVOB35
‎09-29-2017 06:37 AM

JOHVOB35, having a properly working device is key to enjoying your services with us. Let's delve in a bit deeper. I've seen this occur a few times before usually after a software update on the S6, S7 and S8 devices. As such, I'd like to check your charging settings to ensure it's showing the correct charging option as it will not charge correctly or at all if the option is disabled. Please go into Settings>Battery>click on the 3 dots and choose Advanced Settings and ensure your Fast Cable Charging is still showing as on. Please keep me posted with your findings.

 

EbonyR_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this.

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JOHVOB35
Newbie
In response to vzw_customer_support
‎09-29-2017 06:50 AM

Fast charging was on.

Jon [Removed]

personal information removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator.

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vzw_customer_support
Community Manager
Community Manager
In response to JOHVOB35
‎10-01-2017 07:01 AM

JOHVOB35 -

 

Thank you for keeping us posted with the details. Does the phone ever manage to charge? The reason I ask is because I'd like to determine what troubleshooting options we still have or if the phone is completely dead at this point. Do you have all of your phone content backed up?

 

The first thing I'd recommend doing if the phone still has a charge is to put the phone in safe mode and test if it'll charge while in safe mode. If it does, then this tells us there is an app on the phone causing a malfunction with the charging function: http://vz.to/2xjDAm1.

 

EricaC_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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JOHVOB35
Newbie
In response to vzw_customer_support
‎10-04-2017 04:54 AM

Phone charges fine with the wireless charger. It's the plug in port that will not work

Jon [removed]

Maintenance Supervisor

[removed]

[removed]

[removed]

P# [removed]

F# [removed]

Personal information removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

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vzw_customer_support
Community Manager
Community Manager
In response to JOHVOB35
‎10-06-2017 05:17 AM

Thanks so much for checking on this for us. It seems like the port is no longer working. As long as there is no damage we can look into your warranty replacement options since the phones come with a 1 year manufacturer warranty https://www.verizonwireless.com/support/device-replacement-program/

 

I'll be sending you a Direct Message so I can get more details from you.

 

 

 

TamaraH_VZW

Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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JOHVOB35
Newbie
In response to vzw_customer_support
‎09-29-2017 06:53 AM

Sometimes when I plug in it says incomplete connection check charger connection. But usually does nothing

Jon [Removed]

personal information removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator.

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stef7
Master - Level 2
In response to JOHVOB35
‎09-27-2017 06:49 AM

How about the cable?

Also are you able to take a magnifying glass or clearly see the pins of the phone's charging port? Are any pins bent?

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JOHVOB35
Newbie
In response to stef7
‎09-27-2017 06:56 AM

Cable works fine on another s8. Looking at pins everything looks okay to me

I guess

Jon [Removed]

personal information removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator.

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stef7
Master - Level 2
In response to JOHVOB35
‎09-27-2017 07:40 AM

OK, one more thing to try. Try using a USB charging cable connected to a laptop, i.e. try slow-charging the phone... If it establishes a charge (maybe 4 or 5%), try switching over to your Samsung S8 charger.

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