Galaxy Nexus cannot send/receive voice calls or texts, can browse internet with 4G data.
PopNetInfo
Enthusiast - Level 2

Question:

Is my CDMA radio dead? Can I replace it? Should I just replace my phone?

Issue:

On 9/20/13 around 10 PM my Galaxy Nexus suddenly stopped accepting/sending voice calls and text messages. The status bar displays a no signal icon and when trying to place any call it says “Mobile network not available”. It will not place utility calls to Verizon and won’t even dial 911. It however still retained a 4G data connection as I could download apps browse the web and watch YouTube videos. I even tried Google Hangouts and a Skype video call both functioned fine. I confirmed that Wi-Fi was disabled and this occurs at multiple locations including ones without a Wi-Fi network. There is a valid 4G IP address listed under the Status menu.

Stock Android 4.2.2

Network: Searching for Service

Signal Strength: -109 dBm 31 asu

Mobile network: LTE:13

Service state: Out of service

Roaming: Not roaming

Mobile network state: Connected

Screen shots:

http://i.imgur.com/ILyETMp.png

http://i.imgur.com/wuITIEr.png

http://i.imgur.com/ttRSBQ0.png

Troubleshooting steps:

I tried powering it off and back on. Then I pulled the battery out and next pulled the SIM can and battery out then powered on the device without the SIM. Without the SIM it still showed the same no mobile network available and data was unavailable. After replacing the SIM data returned but voice calls did not. I even tried a complete factory reset of the device and while 4G data is working great I cannot send/receive phone calls or text messages.

Verizon Support:

The following morning I called Verizon and spoke with Level 1 and Level 2 Tech Support. They had me run all the troubleshooting steps possible and came to the conclusion that it was a cellular engineering problem. They stated they would contact me back within 24 hours with a resolution. 24 hours came and went and still nothing so I called Verizon Tech Support back and spoke with another Level 1 and 2 Tech and repeated some of the same trouble shooting steps. They apologized for the inconvenience and were confident that they would have a solution for me by the end of the day. I provided them an email address and alternate contact number again and 24 hours later I still have not heard back from them.

31 Replies
vzw_customer_support
Customer Service Rep

Thanks for following this thread and for attempting all the steps we provided for resolving this issue tmfESQ. I know this is frustrating for customers but we stand behind the issues you're having and do all we can to help get them fixed. First, all customers are not experiencing this issue with this particular phone. All issues are reviewed on an individual basis according to your device, area, software and other steps we have attempted. With this issue, we trouble-shoot the phone by providing steps that usually resolve this type of issue (safe mode, hard reset, memory and damage). Then we address the software, making sure its updated and no unauthorized software is on the phone. We then address the area, making sure our engineers have not reported any problems in the area. Lastly we file a trouble-ticket to have our technicians and engineers look further into the area. The status we receive back will let us know the next step to take for your individual account. That may include a replacement phone, which is a certified like new device of the same model  if your still under the 1year manufactures warranty and have no damage to your device, a network extender depending on if issues is more inside than outside, and lastly simply letting you know the area is challenged and the phone is not the issue. For any customer having an issues with service, we recommend contacting us to get the ball rolling with the above steps.

We want this issue resolved for each and every customer and if we have to discuss a different step for each customer we are willing to do this because we care about your service.

If you have had a trouble-ticekt filed already tmfESQ please provide that number and I would be happy to provide you with the status. If you don't have a ticket processed yet, please contact  us here, at the store or by phone.

KinquanaH_VZW
Follow us on Twitter at @vzwsupport

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stevenpdx
Newbie

I am having the exact same problem.  I have a Galaxy Nexus.  Just last week I traveled from Portland, OR to San Francisco, CA.  My phone stopped receiving a signal and I could not call or text.  I noticed other people with verizon devices had no problem.  I was able to get data with 4G but could not call or text.  When I finally got through, the call was choppy and then cut off.  When I got back to home to Portland, I had trouble getting signal and connectivity at home and at my office, where I had no problems before.

I took it into the verizon store and they replace the simm card, but nothing changed.  I am still having trouble making calls and texting.

What's going on?????

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Ann154
Community Leader
Community Leader

I have been using my Galaxy Nexus as phone again for the last week and thankfully the phone calls haven't been choppy during that time. In the past months ago, I did have some issues where it was hard to hear the caller on this particular phone.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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vzw_customer_support
Customer Service Rep

Hey there stevenpdx,

I'm sorry for the reception issues that you are having with your Galaxy Nexus. Let's keep you connected. What zip code do you have issues in specifically? Do the issues primarily occur indoors or outdoors as well? Does service improve outside of the zip you are having issues in?

Now that you are back in your home area I would recommend powering the device off and removing and reinserting the sim card. This will refresh your connection to the network. Here is how to properly handle the sim card,http://vz.to/19jJtZW. Keep us updated with results.

NicholasB_VZW
Follow us on Twitter @VZWSupport

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tmfESQ
Newbie

I'd appreciate it if you could give me a direct number to an upper level manager or senior technician that can solve my issues. As I've said, all the basic attempts to fix this have failed, and I don't have time to be wasting by calling into the regular support line or going back to the local store when they can't help me.  Not to mention I have a very busy work schedule and would like to be able to deal with this when I have some free time rather than waiting on hold on the phone or standing around in the store waiting to be helped. I do not have a current trouble-ticket that I know of, let me know if you need any other information from me, thanks!

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vzw_customer_support
Customer Service Rep

tmfESQ,

As well as customer service, we're technicians here and are more than happy to work on your issues. Please accept my follow request, follow back, and direct message your name, mobile number, and billing system password (or last four of your social if a password isn't present) so we can research further into this situation and advise.

EvanO_VZW

Follow us on Twitter @VZWSupport

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HelloThereKitty

I also have the same problem, when I first got it, it was working fine, 1-2 bars in my house ( I live in a three-story apartment building on the first floor, so I don't mind some choppiness), I had 1-4 bars while I was walking home to school and back. A few weeks ago, a problem appeared. My Galaxy Nexus basically decided that it was 5 bars or nothing. I can only get signals where it's obvious there's a Verizon tower nearby. Over the past few weeks, my phone has either shown 5 bars, or "Searching for Signal". My family has 4 lines, an HTC Droid, LG Lucid, and a Samsung Galaxy S3 and they all work just fine with a signal of 1-3 bars. I'm not getting anything, although I am a student, I manage all the financial, medical, and billing sides of the family. I need to go about a mile away from my house to actually get a signal, and check my voicemail. I don't want to travel a mile (no car) just to check whether it's just my mother that never pressed "END" while she was calling me, or a voice mail from my doctor about medical problems!

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vzw_customer_support
Customer Service Rep

Hi HelloThereKitty,

I am sorry to hear you are having service issues. What's you zip code? When having issues on your devices, have you tried doing a soft reset to refresh your signals? Give that a try and keep me posted.

Thanks,
EdW_VZW
Follow us on Twitter @VZWSupport   

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spottedbuckey
Enthusiast - Level 1

I'm started having this same problem about a couple months ago and couldn't figure out what the problem was either. I would have 4 bars signal but get the same no network available message even though I'm sitting beside my network extender. I have had to power off/on my phone to get it to work again. After I power it off/on it works for a while then have same issues again. I know it's the phone because my son's iPhone and my wife's Razr works fine sitting right beside me. This is ridiculous that we have a phone that can't get the services we're paying for. 

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Sportager
Newbie

I live in Portland, OR, own a Galaxy Nexus, on s shared family plan, with unlimited data on the device that is experiencing the problem.  On Thursday, January 16th, the triangle in the upper right portion of the Nexus screen that indicates the signal strength by showing number of bars went entirely blank while I was in my usual downtown location.  I figured Verizon was experiencing a cell tower disruption in the area.  After commuting home, the triangle remained blank; devoid of signal strength bars. 

I am able to get on the internet; I can't make or receive calls or text messages. 

My calls to tech support started Friday morning, 1/17/14.  I went through the low level troubleshooting with the person on the phone and they had to bring on the next level of support.  Since then I have been to a Verizon store location and have swapped sim cards and gone through troubleshooting again in the store, with a technician on the phone. 

After mentioning that I now have two non-functioning Galaxy Nexus phones for which I am paying for service (the other one suffered a small amount of water damage that rendered it disabled), they did offer to replace my phone. They asked me if it was undamaged and I honestly answered that it had a small crack in the screen.  All offers for a new phone were off the table.  I had wasted my second hour of life on the phone with their tech support and handed the phone back to the in-store gentleman.  He ended the call and we discussed options.  I mentioned that other cell phone carriers will pay termination fees for you to move over and this seemed like my best option.

He suggested I read the fine print in those other carrier's contracts then started pushing their "EDGE" program (which seems designed to compete with other carriers).

My best option at this point is to either use a "shoebox phone" as suggested by the phone support tech, or to move to another carrier.  Since I only have a Droid I (and it is of marginal health) smartphone, I must either revert to a dumb phone or try the Droid I.

I think I will be forced to move carriers after 5 years of service by Verizon.  Do I really need these phones and the monthly cost of ~$130 to keep them with Verizon?  I can use my employer paid blackberry (Verizon) instead.

Do I pay early termination fees and get out of the remaining 4 months of contract ($300 for 2 phones) or pay ultimately $520 to pay for those four extra months?  The answer is obvious to me.

There is definitely a problem surfacing with these phones on Verizon.  I like the legal angle as this could be considered fraud; "wrongful or criminal deception intended to result in financial or personal gain".

Sportager

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vzw_customer_support
Customer Service Rep

We don't want you feeling out of options, Sportager. It's true that any damage to the phone, even a small crack, does void out the manufacturer's warranty so a free warranty replacement isn't an option. But there's other options beside leaving or paying for phones you can't use. If the Edge Program (www.vzw.com/edge) isn't the best path for you, we also have a Certified PreOwned (CPO) Program with Smartphones as low as $199.99 or basic phones as low as $89.99 without a new contract or change to your upgrade eligiblity. The CPO phones come with a 1 year warranty and the ability to add insurance too. You also have the option to just activate a phone from a friend or family member http://vz.to/186e0Pr or even purchase from a 3rd party.


Thank you
JenniferH_VZW

Please follow us on Twitter @vzwsupport

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