Unable to send/receive text messages and unable to make or receive calls!
karnes_r
Enthusiast - Level 2

Hello,  This makes NO sense!!   Starting yesterday (4/13/2023) around noon my phone number stopped being able send/receive text messages or make and receive calls.  

What I know:  I can't receive or send SMS text messages.  But I can send and receive GIF's , pictures, and voice recordings these send as MMS.   I can't make or receive calls.  But I CAN get data. meaning the internet works and I'm able to send emails.  WIFI calling does work either.  We tried with it on and without it one.  Nothing.

What Was tried:  Yesterday I was on with Verizon Customer support for hours, level one and level two.  They had me try everything they could think of.  They finally asked if I would mind going to a Verizon store and get a new SIM card.  So off to the Verizon store I went.  At the store we tried a new SIM and every android phone they had.  Still nothing.  The sales person called Verizon customer support again and again we started with level one moved to level two, went over all the steps I had done with my first call to support with a new Samsung s23 and still nothing.  They even tried the new eSIM that didn't work either.   Finally the level two support submitted a ticket to have some other team, I think a network ticket, which I was told would take 7 to 10 business days.  That's not going to work.  I can't get into anything now that everything is MFA.  Please HELP!!!!  I've been a customer of Verizon for 23 years and I've had the same number.  Why is this happening???

Thank you

 

 

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10 Replies
wadamc
Enthusiast - Level 1

I have had this problem twice in the past year, both times due to verizon reps making changes to my plan and things going haywire. Last time they sent me a new (refurbished) phone. This time it is happening on my week old Pixel 7 when I switched from postpaid to prepaid. I've been on chat and on the phone for hours and hours to no avail, and they keep implying it's my phone, but no matter what phone I put my sim card in it is the same problem. New sim card, same problem. I'm so sick of this, but Verizon is the only company with decent coverage here so I'm stuck.

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vzw_customer_support
Customer Service Rep

Hello. We would very much like to provide help and support for the concerns you are having. Please send us a Private Note to get started. 

*Margie

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Zetigirl
Enthusiast - Level 1

This happened to my phone and my husband’s phone  on April 11th! We both have S21+ and I have spent MANY hours trying to get this fixed. Tier 2 couldn’t help, five different SIM cards and an eSIM card didn’t help. I even purchased a new iPhone to see if that would solve it (maybe a Samsung software issue) and NOPE…. Still doing the same thing. I can not even call customer support because it doesn’t work! Infuriating to say the least. Did you find any solutions?

sumgirl88
Enthusiast - Level 1

Hi there,

I am sorry for everyone experiencing this problem. I am having the same problem and I'm a working mom who has a son who can't get through to me a lot of the time. I also keep getting messages that my unlimited data plan is used up. I have contacted customer service multiple times and am still having problems. We pay way too much for service for this. This is so frustrating. 

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vzw_customer_support
Customer Service Rep

Hello, sumgirl88, we know it's important for you to stay in touch with your son. What services are being affected? What plan are you currently using? 

-Lauren

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karnes_r
Enthusiast - Level 2

Hello Zetigirl,  First sorry you are having this issues!  I know how frustrating it is!   When I called customer service, the first day I had this issue, the level 2 support person created a ticket for a networking team to see if there was an issue with the network in my area.  That was a Thursday night.  On Saturday afternoon I received a text message from Verizon support stating that my ticket was completed and they found NO issues with the network.  So I decided to try sending a text message and it worked.  I was also able to make/receive calls too.  All was well!!  For about 1 hour.  Then it stated all over!  Up to this point I had tried a new SIM that didn't work so I became the proud owner of a new S23, which it too didn't work.  So once again I decided to call customer support.  So Saturday afternoon I called customer service (on my work phone) who, for reason unknown to me and them, end up wiping my phone and said I would need to go to the store and get a new one!!! LOL.  I was like wait what did you do.  They laughed a few times and said it looks like that didn't work!  LOL Nope it didn't..    I was not happy!  But the phone didn't work so what else could I do.  So off to the store I go! The two salespeople were very nice and willing to help.  One of the salespeople said I was the 3rd customer with the same problem, and we all had Samsung phones.  So they asked if would switch to a different phone so we tried a Motorola edge+.  She activated the new phone without downloading any of my data from my old phone and everything worked.  I was like great this worked.  Well when we downloaded all my data from my google back up the problem came back.  So the other sales person had me do a network reset and all was working again.  So I left the store thing all was good.  Well as good as it could be with a phone I didn't really like that is.  But it was working.  Well I get home text a few times and about an hour after leaving the store the problem was back.  So at the point I was defeated and decided to go to bed.  I plugged the phone in went to sleep and I'm thinking the magical phone fairies came to my house during the night and fixed  my phone, because in the morning everything was working again.  It's been 24 hours now and all is still working.  Not sure what happened but it's working now.  Who knows for how long.   Someone did suggest porting my number to a different carrier if it comes back.  Which I may have to do if it does come back.  Good luck I hope your problem is fixed soon!  

vzw_customer_support
Customer Service Rep

Hello, Zetigirl. Thank you for reaching us to express your concerns. We understand the importance of having a device working properly. Our goal is to provide the best experience, please allow us the opportunity to assist you, we're sending you a Private Note.

>Effie

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karnes_r
Enthusiast - Level 2

I also wanted to add 

I'm able to get SMS messages from Verizon.  And I also got a text from a number that looks like my phone number but it had a space before first and second number like this (6 0xxxxxxxx) with a message of "Text messaging service has been denied"  This seems to happen when one of my accounts MFA tries to text me.  Just wanted to give more info.

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vzw_customer_support
Customer Service Rep

Hey, karnes_r! I totally understand your concern regarding the issue you have with the SMS messages on your phone. Please, send a private note so we can provide the best assistance for you. Remember, we're available 24/7!

>Jonathan

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vzw_customer_support
Customer Service Rep

Karnes_r, we will be sending you a Private Note.

*Tonya