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I upgraded two very old but perfectly working phones to Galaxy S25's in April. Since day 1, I have had the same problems. When someone tries to call (or I call one phone from my other) there is no ring tone on either end. If the caller waits for 10-15 seconds+ in silence they can leave a voicemail message. If they do that, I receive a voicemail notification, but there will be other indication of the call whether in the call or missed call log. If the caller hangs up without waiting through the silence, I have no idea the call was ever attempted. I have to restart my phone(s) all day long to make them ready to receive a call. Once the phone is restarted, the phone will be able to receive a call until I get a text or go into an app or log into a website or turn on Wi-Fi or turn off Wi-Fi or connect/disconnect from Wi-Fi or drive down the street or the screen times out and sits for a period of time (sometimes as little as 5 minutes) ... . In addition, if I receive a text or Yelp request, etc while the screen is black (having timed out) those notifications will not appear until the phone has been restarted and a call pushed through. Then the notifications and texts will show the time sent as the time of the restart/call, not the times they were actually sent.
This happens all day long and I cannot run my business this way.
Please help!
Did you get new SIM/eSIMs with the S25s, or did you place the old SIM cards from the old phones into the S25s?
They came with new eSIMs which have been changed, removed, and added more times than I can count through tech support. We also tried SIM cards, but they disallowed visual voicemail so we had to go back to eSIMs. Did I mention I have spent over 100 hours with tech support, had one of the phones replaced and did a factory reset on the other? Nothing has helped.
Wow. You don't have call forwarding turned on? I'm assuming these S25s are Verizon phones, or if they're factory unlocked, you bought them directly from Samsung and they are the US version. If you imported an international version of the S25, then your problem is they're not compatible with Verizon. Otherwise, it's something going on with your account: either the switching of the devices got messed up somehow, or they need to reprovision things or resync your phones to the network?
I upgraded the phones through Verizon and one was replaced (same issue). You're right about the switching of the devices. They keep going in and changing things which "resolves" the issue(s) momentarily, as in until my screen times out, or I receive a text, etc... . Tickets are responded to with "problem resolved" or "not this department" or "check the eSIMS" (Really? That's been done 30+ times) or "the network is fine" or ... . Tier 2 techs are left telling me we need to submit another ticket and wait for 5 days because "Trust me, they are going to make this a priority and we will get a resolution." I need service. Anyone know of a way to start the account anew?
Regarding the resyncing to the network, that has been done many times. By "reprovision things" do you mean "deleting out" (tech's phrase, not mine) the switches and rebuilding the system? If yes, it's been done a couple of times. If not, what are you referring to, please? Thanks
@emcf277 wrote:Regarding the resyncing to the network, that has been done many times. By "reprovision things" do you mean "deleting out" (tech's phrase, not mine) the switches and rebuilding the system? If yes, it's been done a couple of times. If not, what are you referring to, please? Thanks
Sorry for the delay in responding. What I meant by "reprovisioning" your account is where they check your account to make sure your devices know to use all the available spectrum which your service plan is eligible. I don't know what the tech was meaning when they said they were "deleting out the switches and rebuilding the system", but I'm not a serious techie.
Your problem with not being able to receive incoming calls sounds a lot like when a port-in goes awry and gets stuck in limbo. Texts and internet usage as well as outbound calls from your device will work, but inbound calls will go straight to VM and your phone won't ring. I'm assuming you are an existing customer and didn't only recently join Verizon with the new S25s. However, if you are new to Verizon with these S25s, then I think what's going on is your port-in got messed up and Verizon needs to completely redo the port (which would mean you will have to initiate a port-out from your previous carrier again with getting another transfer PIN). I'm also starting to wonder if the old phones are somehow causing your problem because they were not fully deactivated for some reason, so calls are wanting to go to those phones. Or if you used to have iPhones but switched to Android with the S25s, that can be problematic because Apple still thinks you've got iPhones and the formatting differences between the 2 platforms is causing things to be "stuck".
As a last resort, is it possible to get your old phones turned back on, if the S25s just won't get going? You can return phones if it's been under 30 days, but there's a $50 restocking fee. Sorry to see Verizon hasn't been able to sort it for you; that's truly frustrating!
You totally get what's going on, but the resolution seems to be alluding the techs. Verizon's method of having different techs retry the same basic troubleshooting methods each day before sending a new ticket that will reach a new tech that finds the network is working fine, or advises the lower level techs to check the eSIMs doesn't allow for anyone to look close enough or even test what might work.
Just to be clear, I'm not new to Verizon, the lines are the same and I upgraded Android to Android.
Thanks so much!
You're very welcome. I'm sad though that Verizon STILL hasn't been able to figure the problem out. It's not a problem with every S25 user from what I can tell, but there was someone else who just posted within the past day or 2 that their S25 also suddenly stopped receiving inbound calls. With you having 2 phones doing the same thing, a hardware issue doesn't seem likely. Maybe a software update or some app you have is interfering with things. Wish I had a better answer for you. Sure hope you aren't forced to go back to the old phones or have to get something completely different just to get your calls working again. ☹️
[update] Quick thought just popped into my mind: Do you have SIM Lock enabled in your Verizon account? If so, shut it off and wait at least 15 minutes because it takes that long for the system to disable it. Then do a network reset on your phones. If that still doesn't fix your inbound call problem, then tech support needs to redo the activation on the phones while the SIM Lock feature is off.
Hello emcf277. We want you to have working phones. I will be sending you a private message so that we may troubleshoot further.
-Erica
We're sorry to hear that you've been having issues with your devices since receiving them. We'll be reaching out via private message so we can gather more details and assist further.
-Katie
We sent a Private Message to continue the discussion related to your issue regarding not receiving phone calls across multiple devices. This issue is specific to an individual account, so we will need to continue in Private Message to fully resolve the concern. Please contact us if you still need support.
-Necia
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