I have a Samsung Galaxy J7 V2 that was new back in 12/2018.
I can not answer some calls and some can be answered
When I get a call that can not be answered it just rings on the callers end without going to voice mail. On my end when I try to answer it the answer screen opens but no caller is there. I am also not able to turn on the speaker, mute, or keypad. The timer is operating until I hit the call disconnect.
I have removed and cleaned the sim card, and reset the phone, but haven't done a hard reset. I called Verizon customer support a couple of weeks ago and they reprogramed it in Verizons system and it worked for a few days but now it is back to doing the same thing.
I have the HD voice and video turned on.
Once again this does not happen to all the calls or at certain times during the day or night. It happens randomlly during the day. One call I can answer then the next I can't.
I just got another call that I could not answer. However I need to correct a couple of things.
The keypad does work. I can activate the speaker, mute, and the keypad.
When I can't answer the call and the caller hangs up and calls right back their call goes to voicemail unless they wait a couple of minutes.
At this point we recommend completing our troubleshooting guide online here
If that does not work, and you have completed a factory reset of the device, please respond to the private note I will send you here to troubleshoot with us.
PaulS_VZW
Were you able to get this fixed by Verizon or did they try to tell you it is a signal issue?
They suggested a total phone reset, which I did and all is well for the last couple of weeks.
Before I did this at the first of April a Verizon rep took the phone out of service and then put it back in and it worked for a week or so. So now after a whole phone reset I'll see, but it is looking good.
Just remember if you do this make sure that everything is backed up. I saved my photos to a laptop computer and when I went through the reset that was all I lost on the phone itself. It was fairly simple to replace them from the computer.
My fingers are crossed that I won't have this issue again.
Yes, please let me know if that works! I am having the same issue and they tried to tell me that the Tower near my house had a weak signal and that was the problem. Well what about when I am 20 miles from my house and it still does this? Sometimes, I don't think they have a clue and they just blame it on something that it is NOT to give an answer, because they are lazy and don't want to fix it! I really want to know how to get this fixed as I am missing alot of calls this way. So you did a factory reset, correct? Do you have Android Pie?
Yes, we went thru several things except for the factory reset because I am not the only person that I know who is having this issue. My son's phone on my account is doing this, my husband's phone who is not on my account is doing the same thing. I have also asked several of my friends and they are having the same issue, so I know it's not my phone or my home tower, which is what Verizon tried to say the problem was yesterday when I spoke with them. They supposedly put in a work ticket for my close tower and simply told me that the weak signal was the problem and offered to send me the network extender. I have had the exact same signal on my phones with Verizon for years, but never seen this issue before! So after they told me that I did some research and asked some friends and also tested my phone far enough away from that tower so there is no possible way Verizon can blame it on that again! All of the Verizon friends I spoke with said they have experienced this happening to them as well. And I found countless issues online regarding people having this problem with Verizon. Many of them are on here, the community boards of Verizon. So would you like to be the one at Verizon who can get this issue fixed for real, Anthony?
Kelnic22, I can only begin to imagine how frustrating it would be to not be receiving all of your calls. I am here to help. There is no known issue in our system for intermittent calls so I'd really like to dive into this further with you. The original poster is having this issue specifically on a Samsung Galaxy J7, is this the same device you have? Are you experiencing this issue everywhere you go? Did this start with a specific new device?
MelissaP_VZW
I am replying back now because the problem has returned.
So far I have reset the phone back to factory default, followed the trouble shooting on the web here and everything else that has been suggested.
It may of started happening a while ago since I believe that a couple of weeks ago I got a phone call that I thought the caller had just hung up with me and I called them back without thinking to ask them.
This is on my Samsung J7 that was purchased new in the end of December from Verizon directly on the web.
This is getting very agrivating..........
Hi JimaP, Here is what to do. Call Verizon and reference their Verizon NRB 000009797202 master ticket. This is the ticket that fixed this issue in my area. Call them at 866-704-0190 to skip the drama and get to the tech support. If it asks you to do this over text just press #2 for no and you should then get a person on the phone. If they have that master ticket to reference I think they should be able to solve your problem as my phone seems ok now. But I am holding on to this ticket number just in case it decided to come back. Good luck 😬
Sofar I have thought that the problem was fixed twice.
The first time the Verizon rep took my phone out of service and then put it back in. This lasted a few days.
This last time I did the factory reset. I am not sure how long this one lasted since people have almost given up on calling me on my cell. I do know that I got a call 2 weeks or so ago and thought that they had just hung up since I didn't get to my phone fast enough, but when I talked to them it sounded like my problem was back.
Then today I noticed a couple of spoof calls that I get that didn't have anyone on the end so I had my neighbor call me a few times, yep it is back, not being able to answer some calls. Not all but just some.
JimaP, we never want to hear that you're having trouble receiving calls. I want to help take a look at this with you. Is the issue occurring with a specific phone number? How often is it occurring with your calls?
JohnT_VZW
It happens enough to be a problem.
People have actually given up calling me and now just text me to call them.
Yesterday I called tech support and I don't know if they did anything or not
Any true fixes yet? I had an iPhone SE that I was about to throw out the window. Replaced it with a 7 and the problem continues. Really don't want to jump through hoops here on random suggestions. Read many forum posts and it seems the problem returns for people.
Is there a fix or shall I find another carrier?
I did 2 complete phone resets before mine started working correctly. It worked for a while after the first but then started messing up up again. I talked with Samsung about it but they were clueless about the problem but they were willing to check it out if I sent it to them. But I decided to try the reset again and it has been working fine ever since which is 3 months now.
Good luck
Nobody here wants you to leave. With a recurring issue, I’d want a direct solution too. You mention the inability to answer traveled from the iPhone SE to a 7. Now is this an iPhone 7 or something else? Is the same SIM card from the iPhone SE being used now?
DavidH_VZW
Hi, David. Yes, I have an iPhone 7 now. It is likely that I moved the SIM card from the SE to the 7, but I don't recall for certain.
Apollo815, we would like to take a look at your account. Is there anyway that you can meet us in a Private or Direct Message in Facebook or Twitter?
StephannieP_VZW
I may of spoken too soon the other day.
Today I had two calls from my neighbor that I couldn't answer. Same problem as before.
Perhaps AT&T or Sprint would offer better service, I know that we are not getting any answers from Verizon.
I realize this forum is basically social media, but you want me to contact you via other social media? That seems like an odd way to do business. How would I send you a message via FB?
You would think that with Verizon being a COMMUNICATION company that they would just ask for your number in a Private Message and then just call you.
I'm starting to think that those from Verizon that are answering and asking questions on this forum are just sitting in a bar laughing at us with our problems.
Start a new topic or ask questions in the open forum.
