New Env3 keeps turning itself off

[clarkbravo]

My three month old Env3 randomly turns itself off sometime two to five times a day. Somedays it does not turn itself off. It is truly random to me.

Any advice on this? Should I visit the Verizonwireless store to get this issue fixed? There seems to be others experiencing the same problem with this or other phones. What is the best way to fix this without cost?

[Rocko73]

Yes, take it into a Verizon store. They will replace it. Env3 has many bugs, this is one of them.

[clarkbravo]

Thank you. I will do that.

[clarkbravo]

Went to the Verizon store today. The rep said there was a new software availablefor my enV3. The upgrade took about one hour. Hopefully the software upgrade should do the trick and my phone won't randomly turn itself off.

[cdtheis]

I had an EnV2 that did the same thing, and now my EnV Touch is also doing it.  AND I went to a Verizon store and got the software upgrade.  Guess what?  Didn't fix the problem.  I believe it's a battery/case problem.  I think the battery loses connection and the phone resets.  Bad case design or something.

[BSPimpy]

Where do you download the updates from?

[clarkbravo · Accepted solution]

I am not sure if people can download the software update from the Internet. I'm guessing that it is not publically downloadable software.

I took my phone to the Verizon store and the rep took it to the back office and installed the software update for me. The process took about one hour. This is a free service, so no fees involved. The rep did warn me that there was a very rare chance that all my contact info could get lost during the installation. He reiterated that the chance of that happening was very small.

Anyways, after the software update was installed, my enV3 doesn't turn off randomly anymore! Thank you, Verizon! I'm very happy with my enV3!

[Opey]

I had this problem with my enV2. After missing an important call due to the phone being off, I happened(!) to I notice that if I smacked my closed phone against my palm, that this would cause it to turn off!

So I took the battery out and gently cleaned the gold-plated contacts on both the battery and on the phone with a soft white pencil eraser (the ones usually found on mechanical pencils are the right type. Be sure to blow out any eraser "crumbs" afterward). After reinserting the battery, the phone would no-longer turn off when bumped around. Much better now!

[mcmallett]

I would not consider returning the phone for a new one as the "problem solved".  I have already done this and the new phone does the same thing.  Just about ready to take it back again for another exchange.  Obviously a problem for many that  upgrading the software or exchanging the phone is not an adequate fix.

[clarkbravo]

You are right. I marked the wrong response. Software upgrade was the solution. Changing the phone shouldn't fix the problem as you are only getting the same phone with the same software with the bug. Mismark corrected.

[just4funds]

Another Post suggests that the problem is the battery and its connection to the phone.  If you press on the battery on the back of the phone just right you can get the phone to turn off.   It's pretty repeatable, so one user commented that they've folded some paper up and placed it between the battery and the phone to take up any slack and help prevent the battery from moving/flexing and losing contact to the phone.

That being the case, software and exchanging both aren't likely to help unless the software update reverses some logic that was shutting down due to a momentary power issue.

A capacitor could help solve this problem.   There LG, that was free and didn't cost you anything!

[cbeam2]

I have had the phone replaced, the battery replaced, and the firmware upgrade on my replacement phone. It still turns itself off.

I just got off the phone with customer service (if you can call it that), the lady basically insulted me over and over. She went thru every call and issue on their records with what can best be described as a "doubting tone" in her voice. In the end she said the only thing they could do is to have me go to the Verizon store and see if they can reproduce the issue.

I attempted to explain that they would have to carry it around for the day or maybe two days to have it do it to them. She said they would have to see the problem first hand to do anything. I am leaning towards this being an issue with the battery contacts or fit of the battery myself. Either way it should be their problem, not mine!!!

I think I will have to voice my displeasure when my contract is up.

Chuck

[SgPoyzer]

I too have undergone the firmware upgrade and less than a week later I still have the phone shutting itself off intermittently.  I will again return to the Verizon store to hand it over to them for repair or replacement.  Interestingly enough my granddaughters boyfriend is now on his 3rd EnV3 after being subject to what seems to be a common defect in this model of phone.

I have to wonder at what point Verizon will reimburse me for my time time and gasoline used in attempts to solve their equipment shortcomings.  Very disappoint as I gave up an (ATT) iPhone (which functioned perfectly, but was excessively costly) to come back to Verizon. 

[clarkbravo]

It sounds like a software upgrade doesn't always fix the problem for some people (my phone still works fine). In my opinion, I would seriously complain and make your displeasure known regarding the enV3 to a Verizon rep. If they don't listen to you, ask for the manager. If the rep or manager is being difficult with you, I'd say you legitimately threaten to switch to another company when the contract is due and tell them that you will make your unfortunate experience known to others to avoid doing business with Verizon (if they know how business works, they should listen to you by now...nothing is worse for a company than a customer taking other customers or potential customers away from doing business with a company).

Hopefully, they will listen to that and replace the phone with an error-free phone or at least give you a month service free.

The best way to damage a company is not only taking your money somewhere else, but turning off existing and potential customers with your true and negative experience.

[nrogers100]

I have had the same issues and attempted solutions. Everytime I bring it in, it is a software update solution. Guess what... it does not work. Then they replace the phone.

I am on my 3rd ENV3 and ready to move on. Just got the third one last week and it shut down 2 times yesterday.

I see other solutions out there like putting paper behind the batter. We should not have to do that!

All is good when it is under warranty, but when the warranty goes out I bet we are all out of luck. Reps in stores are nice, but do more to support the product by acting as though they do not hear about issues like this than recommending a reliable product.

[striated]

Another Story.  We have four of the Env3s.  One has been fine.  One replaced once and is fine.  One that has been replaced three times.  One that has been replaced four times.

Tonight the last two are going to be swapped for different phones.  The third one started constantly power cycling (was just replaced on 1-1-10 for the same reason).  The fourth just shuts down.  I finally called customer service and they ok'd a swap for two of the phones. The CS said the authorization was placed on our account and I shouldn't have any problems.  We'll see. 

[mcmallett]

I'm on my 3rd phone.  The latest software upgrade made the problem worse.  Instead of shutting down every few weeks, it now turns off multiple times a day.  Verizon seems to be unwilling to acknowledge the problem.  I have made 6 trips to the Verizon store and 3 phone calls to customer service related to this problem.  This last time at the store, the manager still offered me only an exchange for the same model.  Saying if it happened again, they could look at other options.  He said that's all he could do.  What's the point of the manager? They never tell me what the other options are except to upgrade and pay more money. My final call to customer service finally got me a different model phone.  After hearing my story, I guess the rep knew that I had had enough run around.

[BroMoney]

For those of you who say Verizon is authorizing different phones....are you getting completly different NEW phones at no charge? What was the final solution being offered? i'm only being offered "new 2-year contract and new phone at upgrade price"?

Thanks

graeme

[cbeam2]

No way I would do that. They are just roping you into 2 more years.

[noyzsource]

If I push anywhere near the contacts on my env3 battery and the phone will shut down. Every time. 100% repeatable.

My solution to this issue as suggested by a coworker was to build up sticky notes inside until it stopped happening.

6 sticky notes between the battery and the phone.

This tells me that something in the spring loaded contacts is either shorting to something else or losing connection when compressed.

Thanks for all your help!

[BroMoney]

Guys, this phone be considered a lemon and Verizon and/or LG should offer us a refund and allow us to get a NEW phone.  They wont however.

I'm on my SECOND replacement ENV3 (3rd phone) and it has the same problem.  I can easily replicate the problem by applyin pressure to the bottom edge of the phone.

NO SOFTWARE FIX WILL HELP!

Just grab your ENV3 and put pressure on the bottom edge of the phone, you'll see.

ALSO, not only will it shut off by applyin pressure or light taps, it can also turn itself off by itself. (mine did it 3x last night while fully charged and not touched).  Again that is my 2nd replacement unit (guaranteed like-new right verizon?) and it has the latest software updates.

**bleep** phone and Verizon / LG doesn't care.