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Phones are not answering call on far end, rings, doesnt go to VM
KENROD40
Member

Both my wife's phone(Google Pixel 2 XL 64GB in Black & White), and mine(DROID TURBO by MOTOROLA BLACK BN), are not answering phone calls when received at times. When call is received, upon answering, nothing is heard on the my end (silence) and the person calling continues to hear the phone ring and it never goes to voicemail.

This was sporadic at first, with my phone only, but now my wife's phone has experienced it as well. When this happens, sometimes a power off/on resolves the issue for a while but the problem returns.

Per Tech support suggestion, I replaced the phone but this has not helped.

With 2 separate phones, and one being replaced already, this doesn't seem to be a hardware issue .

Please help, I need to be able to answer calls I receive or at least it should go to VM in case there is an emergency.

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Re: Phones are not answering call on far end, rings, doesnt go to VM
Ann154
MVP MVP
MVP

Do you have HD Voice/VoLTE calls allowed on the phones?

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Phones are not answering call on far end, rings, doesnt go to VM
KENROD40
Member

It was enabled on my phone, the turbo. Unsure yet on the other. Should it

be disabled? I believe it was on by default.

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Re: Phones are not answering call on far end, rings, doesnt go to VM
Ann154
MVP MVP
MVP

You can try it to see if it helps or not.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Phones are not answering call on far end, rings, doesnt go to VM
KENROD40
Member

What is this feature and should it be on by default. Is Verizon seeing

problems when it is enabled or is this a guess.

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Re: Phones are not answering call on far end, rings, doesnt go to VM
vzw_customer_support
Customer Support

KENROD40,

 

 

I'm here to help! I'm sorry that both you & your wife are having problems with receiving calls. I rely on receiving calls at all times & I definitely want the same for you both. Also, it's important that if the call isn't answered the caller can leave you a voicemail. I appreciate the information you've provided so far & the troubleshooting that you have done. Allow me to collect a few pieces of information so we can figure this out. Does this problem happen everywhere you both are located or does it happen in just one specific location? If this happens in just one specific location, what Zip Code is that in? When the issue started, do you recall any of the phones downloading any new software updates or downloading any new apps? Please make sure that both phones have the most updated software. On the Pixel 2 XL, please go to Settings >> System >> Advanced >> System Update >> Check for update. On the Droid Turbo, please go to Settings >> System Updates >> Check for System Updates.

 

 

AliciaD_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Phones are not answering call on far end, rings, doesnt go to VM
KENROD40
Member

AliciaD_VZW ,

    Thanks for getting back to me/us. I have copied my wife also, please

do with any further correspondence as she is having this issue

sporadically, as well.

Currently, I was just notified that I have a voicemail, I then had someone

call my phone [removed] and it goes directly to voicemail without me

receiving a ring or option to answer. I have not powered down/up the phone

so that for now it stays in this condition. I am currently at home [removed] I am heading to the gym and once I am done

I plan on calling my wife and having her call me to see if the issue

persists from a different location.

    Feel free to call my # to see what happens. I checked earlier and my

phone had no updates pending.

    We have tested my wife's phone and currently she is not experiencing

the problem at our home, albeit, she has experienced these problems on her

phone in the past.

    I look forward to hearing from you and a resolution to this issue.

This is very frustrating; you never know if the issue has come back or not,

until you get a notification of some sort identifying you have missed a

call.

Rodney

Content modified as required by Verizon Wireless Terms of Service

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Re: Phones are not answering call on far end, rings, doesnt go to VM
KENROD40
Member

AliciaD_VZW , I haven't even left my house yet, I listened to the

voicemail, and then my wife tried to call me again and now it rings and I

can answer?!?

What the HEck? Being a previous employee of VZ, I have to say this is very

frustrating and disappointing.

Please help as soon as possible. I need my phone for obvious reasons, to

work as any would expect.

Scott

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Re: Phones are not answering call on far end, rings, doesnt go to VM
FrustratedinMd

Hi, Did you ever get a resolution to this issue? We are having the same problem with different models of phones and it does seem to be a carrier issue with out a solution other than being told by a Verizon rep to switch carriers.

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Re: Phones are not answering call on far end, rings, doesnt go to VM
KH-Michael
Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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