New problem with Galaxy S10? (Hotspot.)
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I picked up 2 brand new Galaxy S10+ phones Friday evening. We ported in from Sprint (so nice to be back with Verizon after 13 years of Sprint btw), but I picked up the phones from the local Verizon store, so these are not Sprint phones. The phones and service work flawlessly, except for the hotspot. When I try to turn the hotspot on I get an error that says "Mobile number not found."
I went through basic and tier two tech support and have tried everything, including a factory reset. Tier two tech support sent me to the Verizon store to pick up two new phones (both phones are having the same problem).
The store and 3 employees worked for over an hour trying everything including a new SIM card, but they were baffled and couldn't fix the problem. We were all skepticall that two phones would be bad like that at the same time. The manager even put my SIM card in his phone (it wasn't a Galaxy S10) to see if it had something to do with the new account / port. He had no problems turning on his hotspot with my account on his phone. They got a brand new S10+ out, put my SIM card in it and no dice. They thought it might be the last software update, but the new phone hotspot wouldn't work before any updates were installed.
Has anybody else had this problem recently, or does anyone have any suggestions? Everything works perfectly other than the hotspot.
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gregoryostrom, We're super excited about re-joining us! I'm truly sorry to learn that you've encountered such an issue with activating the Mobile Hotspot features on your new S10 devices. I sincerely appreciate your time in contacting our Tech Support teams over the phone and at our stores but regret that we were unable to resolve this for you. Do you recall if we were able to file a Support ticket for your concern? Also, can you please confirm the software versions that are currently loaded into both phones https://www.verizonwireless.com/support/knowledge-base-222949/?
TanishaS_VZW
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Im having the same issue with my new Samsung J7V - Mobile number not found. Tried everything with tech support!
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I just switched to Verizon from straight talk, after having issues with prepaid I decided to do post paid, thinking that it would make things easier, it didnt. Like you everything on my s10 plus works except the hotspot, mobile number not found, I spent a total of 15 hours in a Verizon store and way more hours than that with support and tech coach. This is sure not a good present for someone coming over from another carrier and even bringing their number. I am so close to going either back to straight talk or someone else. The reason I switched was for the hotspot. Yet, I am paying for a hotspot separately which is dumb but I don't have a choice. I hate getting the runaround too. Oh and at the Verizon store they put my sim into 2 other phones brand new s10 plus's and it's the same on all of them.
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I have the exact same issue. If you contact Verizon, refer to case number [removed] apparently they already know about it, but still their techs waste an hour of your time asking you to complete a cascade of resets when the problem is on the Verizon side.
I just moved to a GS10+, and hotspot is a critical feature for me. This is defective, and poor customer service for Verizon to be selling these phones without hotspot working.
Anyone from Verizon want to share status on when this could be resolved? Can you swap out our defective phones for phones with functioning hotspot feature?
Content removed per Verizon Wireless Community Terms of Service
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laser123,
We appreciate you bringing this to the community's attention because this is indeed an issue that many customers have encountered. We perform troubleshooting steps in order to verify that there are no other solutions. In the event that troubleshooting does not yield positive results, we then proceed with filing a ticket under the reference number you mentioned. Every case may be unique and we want to treat them appropriately.
I want to provide the assurance that this concern is being monitored and our technicians are working to resolve it quickly. I hope this information helps.
ColinH_VZW
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Is there an update to this issue? We are having the exact same issue (just switch to verizon 2 days ago and the hotspot was a selling point for us due to the nature of our business). Very disappointed its not working on any of our 3 new s10e devices.
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I apologize for not responding sooner, evidently I'm not getting notifications when somebody responds to this post.
I did get in touch with somebody in Verizon's tier 2 tech support that was able to find a note about this very problem. Evidently, there's a known issue where some phones are not provisioning automatically like they're supposed to. The tech had to open a ticket for me and told me Verizon's IT department had to manually provision it. He stated it would likely take 3 to 4 days to complete, but it was done in 2. My hotspot works fine now.
I had to Gerry kind of firm with their 1 tech support, as they first wanted me to factory reset my phone again. I told her it had already been done by me and a couple times in the store. She insisted that I do it again and I pretty much told her, unless she could give me a good reason to go through having to setup my phone all over again, I wasn't going to do it and if she insisted without a good reason I'd simply take the phones back within the 14 day reform window. I didn't have to reset my phone fortunately. I understand needing to try that step, but I also figured 3 factory resets was quite enough lol. Good luck!
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New Galaxy s10 purchased from Verizon store. When I would click on hotspot I got the message that I needed to subscribe, but didn't give me any options to do so. Could not find a solution online. Reset data; checked wi-fi; checked that data was on - nothing worked.
Got through pretty quick to tier 1 verizon support at 800-922-0204. Casey worked with me and my phone for over an hour; she was very nice and tried her best. Then I was transfered to Tier 2 support. Had to wait a bit on hold, but after repeating my problem to John, he had me up and going within 10 minutes. He didn't/wouldn't say what he did to fix my issue, but I was just so happy to have it fixed that I didn't push it. Best of luck to all.
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I had the exact same experirnce as you. I tried to get the tier 1 support to simply pass me up to tier 2 and they refused and had me wasting 2+ days with every other possible solution before they would escalate the problem to tier 2. From the beginning I told them about my beloef that the issue was with the phone not automatically provisioning the hotspot. They would say its a possibility but need to try a few things first. At the end, the tier one guy took controll of my phone remotely and while I had informed him I did not want to do a factory reset and have to reconfigure the phone for hours, he went ahead and did the reset. I was very angry and called back after I got the phone able to call and was finally passed up to tier 2. They knew what I was asking about, did the manual provisioning and within about 6 hours it was working. If they would have listened to me, even if manual provisioning did not fix the issue, what harm would it have caused? If I was simply stating that my hotspot is not working and I just want help, then going through all the earlier steps would be expected (maybe). Others reading this...try to get to the tier 2 help first. It might save you hours of your life.
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We want to do everything we can to help! Did you recently receive a new device when switching to Verizon, or did you port your old device to Verizon? We're eager to hear back from you. MichelleH_VZW
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This is what I'm sick of. Everytime I call they want to do a factory reset. They waste my time and tell me problems will be fixed, which they aren't, and then when I call back in I have to start the process all over again.
Even had a tech say they were sending me a replacement phone only to find out two weeks later there was no record of our two hour interaction or any order placed for a phone. Wasted another 2 hours just for them to retry everything again and then finally reprocess me for a replacement.
Verizon should start the process of elimination at their end and then work towards what is the most inconvenient for the customer. Any idea how many times a factory reset has solved one of my problems? Never. It's kind of sad that they view the time of their call center employees more valuable than that of their customers.
Oh and if anyone's still reading, don't use their live chat because it's a step below tier 1 support. When they cant solve your issue and tell you to call in for tier 2 you dont get fast tracked to the front of the line for wasting your time, you get tier 1 demanding that you start the process over before they will advance you to tier 2. What a waste.
Tl;dr
Verizon tech support is garbage.
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As your wireless provider we want you to have a fully functional device, Colby3. I am sorry to learn of the issues you have experienced and the process of getting a replacement device sent out. I would like to have your feedback submitted for further review and will also be standing by to further assist once you have your replacement device. Please keep us posted. ChrisM_VZW
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Brand new phones, wife's and mine s10 from best buy. Hot spot does not work, verification runs and says we need to subscribe for it! Unlimited data plan says we have hotsopt, but software not letting it run. Junk out of the box, expensive purchase to not work.
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I totally understand your frustration. I came to Verizon after being a Sprint customer for over 13 years. I went through 5 Galaxy S10s and they just wouldn't work on Sprint's network, so I left. I had an issue with the hotspot initially as well and had to rely on Verizon's tech support to resolve the issue. After almost 2 months of getting the run around from Sprint, I was not at all confident my problem would be resolved with the hotspot, but it was. It took a couple days, because the nature of the problem, but Verizon came through with flying colors. They bent over backwards to get the problem fixed, they did what they said and I was amazed. I wish I would have switched to Verizon years ago, I'd forgotten how wonderful it was to have reliable service and customer support that seems to care. I really hope they got your problem fixed for you. I decided to wait the few days they asked me to wait and sure enough, problem solved. Haven't had a single issue since.
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I am having an issue with my mobile hotspot as well. Just giving me a connection arror. I have the s10 5g. Any info would be good
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I would be happy to look into this! Does this error occur when you connect to other devices, or does this only with one device? How long have you been experiencing this? MichelleH_VZW
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I just purchased an s10e same issue with hotspot, message appears telling me I need to subscribe, I have been a Verizon customer for roughly 6-7 years no issue with any other phone on my plan.
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I have this very same problem. Spent 4 hours in the store on the phone with tech support and they were unable to resolve the issue. Escalated it to their top tier and indicated that they would fix the problem. Issue still not fix but they sent a message indicating it had been fixed. The problem they reference in the message was not one I was having. Due to the lack of resolution and the need for internet access I purchased a JetPack and service to obtain immediate connection. It has now been almost a month and I am still not able to use the phone hotspot option. I find this so unacceptable in service. I have been a Verizon customer for over 15 years I guess if they can't fix the issue it is time to start looking at other providers.
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Hello Troy2DC, we're concerned to learn that you're been dealing with this issue for almost a month, and we'd love to help. We truly appreciate your loyalty and would hate to lose you as a customer. Exactly what happens when you try to use your mobile hotspot? What are your nearest cross streets, city, and state? How is the mobile data on your phone working?
UbaldoJ_VZW
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I had that problem too and it was resolved when I called Verizon tier 2. I could not connect to the life of me, but after I called them and the technician had to enable my hotspot. It's like a manual provision for the hotspot, and that solved my problem since my plan allows me to hotspot.
Okay so in this case you will have to contact our Tier 2 department to have them look further into this issue. 866-271-7730 Choose option 1 for English, enter phone number, Option 2 for Tier 2
