Skip to main content
Accessibility Resource Center Skip to main content
Get up to $500 when you bring your phone. Plus, get the incredible iPhone 13 Pro on us. Online only. With select 5G Unlimited plans. Ends 12.5. Buy now
end of navigation menu
cancel
Showing results for 
Search instead for 
Did you mean: 
***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Note 20 Ultra 5G with 'black screen of death' - Need confirmation on handling replacement phone.
ATPOffice
Member

Hello Everyone:  My Note 20 screen went black this past Saturday evening (Nov 20th). Hard resets and other YT video tips didn't work. The phone still works, just can't see what it's doing. Connecting to monitor via HDMI worked, but I couldn't get past the lock screen. Connecting to my laptop and opening Dex did not work. It will pass through Google Voice calls to my wrist. It is also passing through SMS message but won't let me view them because the screen is locked.

Went to Verizon store next day, no help. All they could advise is order refurbished replacement. This really turned my stomach since I've only had it for 10 months and it's pristine.

Received replacement phone on Nov 23. No instructions. Can anyone confirm that all I can do at this point is:

  • swap in my sim and SD card, and that
  • any personal data on internal storage is forever lost since I can't use SmartSwitch without the screen?

What makes me MOST uncomfortable is the inability to wipe my data from the old phone due to the screen being black.

Am I on the right track? Any additional advice? I have to figure this out and bring back to UPS by Monday (Nov 29). I appreciate any information you can share.

0 Likes
Re: Note 20 Ultra 5G with 'black screen of death' - Need confirmation on handling replacement phone.
vzw_customer_support
Customer Support

ATPOffice, we are here for support and happy to help walk you through how to set up your replacement device and how to factory reset your old device. Please send us a Private Note to get started! *Cheyenne

0 Likes
Re: Note 20 Ultra 5G with 'black screen of death' - Need confirmation on handling replacement phone.
ATPOffice
Member

I've resolved this issue. Can you please either delete or lock this post? Thanks!

0 Likes