Can't use Verizon features (video calling/RCS) with Unlocked S24 Ultra
camcam2
Enthusiast - Level 2
Has anyone gotten any useful feedback? I recently purchased a 1 TB S24 Ultra, and I am unable to use the video chat feature, can't see read receipts or if messages were delivered.  I am super annoyed!! I was told by a rep a local Verizon store during the pre-order promotion I would have to purchase my phone from Samsung to get the storage space I needed.  He never said I would lose functionality to Verizon features that I PAY FOR MONTHLY!!!! Why not push a software update to those who pay for your services like AT&T and other providers, so functionality is not lost? Verizon does not offer the larger storage phones as an option for purchases then customers are penalized from buying directly from Samsung.  I was on the phone today for 4 hours with Verizon and was transferred to multiple people and no one knew how to help me.  I have 6 phones, 4 tablets, and a watch and can't interact with my family normally.  I'm about to leave all together. This is absolutely ridiculous.  I couldn't even get push notifications to my device to allow a rep access to remote into my phone.  I have been a loyal customer for years, but enough is enough.  Signed, Mad and Frustrated. 
34 Replies
SynthpopAddict
Champion - Level 1

Is this the video calling which goes through the Messages+ app?  If so, Messages+ is being shut down in June 2024 and some of the features were getting disabled back in December 2023.

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I'm not a Verizon employee, just another customer trying to help.
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camcam2
Enthusiast - Level 2

No, not the messenger+ app. I've actually never used that app all the years I've been a customer. It's the regular video calling feature embedded in the contacts/phone book. 

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SynthpopAddict
Champion - Level 1

The only stuff I've found elsewhere regarding the default Samsung video calling feature is to make sure you have the toggle set to "on" for it to work.  Verizon posted the same information here:

https://www.verizon.com/support/knowledge-base-306331/

If that's not working, then it is definitely on Verizon.  They haven't pushed out the latest Android version to everyone yet from what I've read elsewhere in the forums, nor the One UI version 6.1.  There were some delays with Samsung holding back all the updates too for some reason so some Samsung phones have all the updates and others don't.  And I'm guessing Verizon doesn't necessarily want to hurry with every software update there is after the AT&T fiasco a few days ago.  However, since you bought your phone OEM factory unlocked, maybe it already has the newer software versions on it, and so it's not quite working with Verizon because of that?

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I'm not a Verizon employee, just another customer trying to help.
camcam2
Enthusiast - Level 2

On the line with Verizon now.  I'm basically being told that there is no way for them to install the Verizon software to an unlocked device that was not purchased through them.  I don't have the toggle option mentioned because I don't have the Verizon software on the device.  My settings look completely different from the troubleshooting steps Verizon advertises. They don't sale the storage option I need but can't help install their software on the device.  I'm basically stuck with the manufactures default features. I'm so frustrated. This is a nightmare. 

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SynthpopAddict
Champion - Level 1

Here's something else I found.  This user mentions tapping the video camera icon next to the contact's name to video call them.

https://s24ultra.com/how-to-enable-video-call-on-samsung-galaxy-s24-ultra/

There are always 3rd party apps like WhatsApp.

You shouldn't need carrier software to run native functions on your phone.

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I'm not a Verizon employee, just another customer trying to help.
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camcam2
Enthusiast - Level 2

Thats the problem, the icon is not there.  Ordinarily that is how I would video chat on my prior phone. The Verizon software/hardware/features are not embedded on an unlocked Samsung device.  Thank you for trying to help me.  I truly appreciate it. 

SynthpopAddict
Champion - Level 1

That's strange.  I'd check with Samsung and see if you can get some tech support from them.  Sorry no one here has been able to solve it for you.

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I'm not a Verizon employee, just another customer trying to help.
camcam2
Enthusiast - Level 2

Yep, tried that yesterday. Samsung referred me back to Verizon. They informed me the phone is working properly on their end and there is nothing they can do to install Verizon hardware/software due to licensing agreements.  I was told Verizon has to push the security patch and no one there seems to be able to assist me.  I will likely switch providers. So annoyed that I am paying for features as part of my plan that I cannot use.  Thanks again for your help. 

SynthpopAddict
Champion - Level 1

Carrier software and software patches are 2 different things.  From what you're saying, Samsung has a patch for this known issue but Verizon hasn't approved it yet for whatever reason.  If you're patient, it'll eventually come around, but who knows when that'll occur.

Carrier software is the stuff which makes a phone display a carrier logo when it starts up, locks a phone to a network, and otherwise allows you to access your member account through your phone.  Verizon has a few other apps specific to them which actually appear rather annoying so it's not necessarily a bad thing that you don't have all the carrier software on your phone.

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I'm not a Verizon employee, just another customer trying to help.
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vzw_customer_support
Customer Service Rep

Hello. We will be glad to help. Please tell us, were you able to use these features with other devices? Are you connected to Wi-Fi when this happens? 

~Geo

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SynthpopAddict
Champion - Level 1

@vzw_customer_support, the OP said video calling worked just fine on their previous Samsung phone.  It's only now that they bought an OEM factory unlocked S24 that they don't have either a toggle or a video camera icon to click upon to enable video calling.  Samsung was telling them there's some kind of software update they need to install, but Verizon doesn't have it (yet).  With the Android 14 update being delayed for some Samsung users along with the One UI 6.1 update, I'm wondering if your system still has many customers on older software versions?

I completely understand Verizon wanting to be cautious with making sure software updates don't crash the entire network as this famously occurred just last week with AT&T and we customers sure don't want all our devices suddenly having no service either, but any way you can get things moving along a bit more?

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I'm not a Verizon employee, just another customer trying to help.
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camcam2
Enthusiast - Level 2

Just received a call from tier two tech support and was told  this is actually a hardware issue. Apparently the carriers phones have a chip installed that supports the missing features. It is recommended that I purchase a verizon branded phone. The issue is they don't carry the 1 TB version of the phone. I'm not sure why they just don't offer all storage capacities that the manufacturer has available. I'm so frustrated that I pay for features that I am not receiving. I'm also concerned that as verizon pushes updates I won't receive them because my phone isn't hardwired with a verizon chip. I'm so annoyed. 

vzw_customer_support
Customer Service Rep

Thank you for the update and letting us know the outcome of your conversation with technical support. We understand how important it is to remain updated with your device. If we can offer additional assistance, please let us know.

-Andi

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camcam2
Enthusiast - Level 2

My issues are still unresolved..seems like I should be able to bring my phone in for installation of the chip or a replacement device should be offered under my insurance. 

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vzw_customer_support
Customer Service Rep

We are here for you and we would like to help. Could you please provide us with more details about your current issue? ~Geo

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SynthpopAddict
Champion - Level 1

@camcam2 wrote:

My issues are still unresolved..seems like I should be able to bring my phone in for installation of the chip or a replacement device should be offered under my insurance. 


I don't know where in the manufacturing process a phone gets turned into a carrier model - if this only happens at the factory, then it won't be possible to install the chip, which would convert your unlocked phone into a Verizon version albeit with the extra storage space.  Guess you could try asking whatever repair shop Verizon uses for insurance claims if they can do it, but I suspect they won't have the capability.

One of the drawbacks to an unlocked phone is that it may not be able to use all of a carrier's features (the other main one is if your phone starts having issues of any sort, you're on your own as the carrier won't troubleshoot it for you).  But I'm surprised there is no native function within the phone to allow you to do video calling as that's not a rare thing. 🙁

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I'm not a Verizon employee, just another customer trying to help.
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vzw_customer_support
Customer Service Rep

Hello, camcam2. My apologies to hear of this as we don't want you leave us. Please tell me more. Is the RCS function on the unlocked device greyed out? 

-Natasha

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camcam2
Enthusiast - Level 2

It's not even an option on the device. The phone does not have the verizon software or licensing agreement on it. It's basically just the samsung manufacturing settings with no preprogrammed verizon features. 

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PayingTooMuch_Frustrated
Enthusiast - Level 1

I have an S24 Ultra that I purchased from their store and have the same issue.

vzw_customer_support
Customer Service Rep
PayingTooMuch_Frustrated, we're sorry that you're having problems using your video calling and RCS. Which messaging app are you using? What troubleshooting have you tried so far?

~Jesse

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