HTC u11
MJLIVO
Enthusiast - Level 2

I've read over the few U11 discussions that have already been started (and all seemed to be locked now for some reason).  I too am a victim of the HTC U11 and Verizon issue.  Have had the phone for not quite 3 months and returned to the local corporate store now 3 times with no service.  The last time I was quietly told to move along that they could not support this phone.  VERY DISAPPOINTED!!!  Love the phone...ALOT.  Unusable on Verizon's network.  That's a real shame.  Now, I sit here with an old phone AGAIN.  Did I say VERY DISAPPOINTED Verizon????

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BORN_ZERO
Enthusiast - Level 1

I spent 2 hours at a Verizon store and the couldn't help me, Verizon tech support could not help me, HTC support could not help me.  I went home and called Verizon one more time and it turned out the HD calling option was not turned on in my account settings.  Once it was activated I could make calls.

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vzw_customer_support
Customer Service Rep

We understand the importance of having service Mjlivo. We are unable to guarantee service will work on a different device. We can try to do some basic troubleshooting for you. Is it currently activated on your account? Does the phone you have now work with our service?

AmberF_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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MJLIVO
Enthusiast - Level 2

The U11 has worked on Verizon.  But every 3 weeks it loses its connection

to Verizon's network and is unusable.  The typical fix has been to

replace/activate a new SIM card and it works fine for another 3 weeks or

so.  This last time it happened, the local Verizon store basically shoo'd

me away and said they couldn't fix it.  The new SIM does require activation

first (on a Verizon phone) prior to loading into my phone (which makes

absolutely NO sense to me.  I've researched that Verizon should have the

ability to turn off the "CDMA provisioning" of the phone and I have yet to

hear that that was tried.

The phone is currently NOT ACTIVE as the last Verizon technician I talked

with convinced me to go back to my old phone while HTC was troubleshooting

the problem.

Couple of issues I have at this point:

1.  I don't know what HTC can do to fix my particular issue (they were

supposed to call me on Monday and they never did).  Nonetheless, the issue

isn't a ME issue, it's a phone and Verizon issue.  So I'm really not

understanding why HTC wanted to further discuss with me.

2.  I spend the majority of my time on the road and this issue has caused

me to be in the office for the last week...which means I'm not doing the

job I was hired to do.  It's becoming very frustrating.  Am I the only

Verizon user who has a U11?  If so, am I the only one having this issue?

If so, that's a problem because I was told by Verizon AND HTC that this

phone would work on the Verizon network.  And the reality of it is, no, it

does not work.

I would truly appreciate any help that can be given to allow me to use the

phone on Verizon.  If not possible, some type of letter that I can send to

HTC that will allow me to return the phone, get my money back and purchase

a phone that works on Verizon's network would be great right now.

Thank you,

Mike [Removed]

personal information removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

vzw_customer_support
Customer Service Rep

Your frustration is felt, MJLIVO. I wouldn't want to settle for my old phone either. I found that locked thread and wish I had additional insight since that was closed more that a month ago. ( https://community.verizonwireless.com/thread/933240 )

I understand the on-again, off-again nature of your service with this device is far from ideal. Please keep us posted with HTC's reply.

  DavidH_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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MJLIVO
Enthusiast - Level 2

So in other words, there is nothing YOU can do to help me either

DavidH_VZW.

Thanks, for nothing,

Mike

On Wed, Aug 30, 2017 at 2:12 PM, vzw_customer_support <

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HTCU11
Enthusiast - Level 3

This is NOT HTC's issue. Verizon has intentionally crippled this great device, limiting us to band 13.

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HTCU11
Enthusiast - Level 3

You are NOT the only one with this issue. This issue is caused by Verizon, they have restricted bands 2 and 4 to cripple the HTC U11 so that you will be forced to buy a Samsung from Verizon. I have contacted many Verizon reps regarding this issue and it is being kept a big secret. The HTC U11 is part of Verizon's "Bring your own device" program but they have crippled it to only band 13. So when you boot up your phone and it first has to connect to band 2 or 4, it can't, so you get the slash mark through your signal bars and it is unable to connect to band 13. Verizon has done this intentionally and are being very dishonest about it. Verizon makes a ton of money if you are forced to buy devices from them at full retail. It also ensures you are contracted with them for at least 2 years. Everyone needs to be made aware of this scam and we need to contact the Attorney General to file a complaint. This phone is so great it is worth dropping Verizon and switching to T-Mobile or Sprint since they fully support it. If Verizon cared about it's customers they would STOP lying to us and activate bands 2 and 4 for our great HTC U11.

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Sharpspike
Newbie

It probably has more to do with Google than Verizon. The pixel is the replacement to the u11. I believe HTC actually manufacturers it. Good ole corporate back scratching. They win,  guess I won't buy another HTC, even though I love my U11. Sad!

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MJLIVO
Enthusiast - Level 2

So at what point is Verizon going to address this issue?  All I see is crickets on this thread, I have no problem leaving Verizon at this point.  Best network??  Huh?? With all the other networks willing to pay my buyout $$$.  This is ridiculous, I left AT&T some time ago because of their shitty support.  I'll go back if need be.  Can SOMEONE from Verizon please give me a solution???  I've now been without my phone for a week.

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HTCU11
Enthusiast - Level 3

There is a solution, HTC has an ruu.exe you can run from a pc it will return it to stock and get your signal back. You can follow this thread and find it https://forum.xda-developers.com/u11/help/verizon-t3619069

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Christiebunny
Enthusiast - Level 3

Same issue, and the RUU does NOT fix it.   I've got a ticket escalated to tier-3 at the moment,  but if they can't find a way to fix it, I may need to talk to my lawyer.

it WAS working, perfectly fine, then simply stopped.  no change in firmware, no change in software, no change in the sim.  one minute fine, the next dead.   I've got HD voice, voLTE, should have wifi calling too.  but can't get anything but LTE data.   And that, only if I change 'preferred network type' to 'LTE only' or 'LTE/CDMA auto (prl)'.  No calls, no texts, everything else gives 'mobile network not available'.

There is a giant thread on XDA-Developers of people having the same issues, the same one linked to re:RUU in an earlier post.

Verizon needs to take steps to FIX this. all the band issues are completely software based; T-Mobile will get every band the phone's capable of, including 2&4 that verizon at the moment isn't allowing.  it's locked on LTE band 13 only, for verizon.  On verizon's side of things.

There is absolutely no way this many people could have a problem with a phone this well-built, on only ONE network.  It's not the phone.  Especially when wiping and even reflashing with an RUU doesn't repair the issue.

Verizon needs to fix this, soon, before they start losing more than just U11 customers..  And they should reimburse those of us with problems. and in my case, lost time and wages while I was without a phone, eventually buying a temporary phone I shouldn't have had to.

Fix this, Verizon.  Soon.

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Christiebunny
Enthusiast - Level 3

Just to clarify, all the band issues are completely software based; Just look on HTC's own site:

    • T-Mobile Unlocked:
      • 2G-GSM: (850/900/1800/1900)
      • 3G UMTS: 900/850/AWS/1900/2100 (1/2/4/5/8)
      • 4G LTE
      • FDD: Bands B1/B2B3/B4/B5/B7/B8/B12/B13/B20/B25/B26/B28/B66
      • TDD: Bands B41
      • With 2CA, 3CA
      • VoLTE & VoWiFi calling
    • Verizon Unlocked:
      • 2G-GSM: (850/900/1800/1900)
      • 3G UMTS: 900/850/1900/2100 (1/2/5/8)
      • 4G LTE
      • FDD: Bands B13
      • VoLTE calling

Those are the radio specs for the unlocked U11,  Yet on T-mobile it gets far more bands than on Verizon.  The only difference between the two, is the SIM and the programming on the carrier's side, HTC only sells one unlocked phone, the SIM is what makes it work on whichever network.

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HTCU11
Enthusiast - Level 3

yes it seems your issue is much different than mine. I lost compete signal 3 times but all three times was after a reboot. The HTC ruu.exe fixed it every time. But I still only get band 13 it seems Verizon isn't honoring their new "bring your own device" program. They have always made sure we could only use phones bought from Verizon at full retail price to keep us on contract for two years. Seems this is still the case. Verizon reps always pushing Samsung phones, seems there is backdoor agreements going on against HTC. Good luck hopefully Verizon will step up and do the right thing. This will hurt if not. I won't forget it.

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michaelbsheldon
Enthusiast - Level 2

I have an HTC M9 and HTC Ten that all connect on Bands 2,4, and 13. They switch between

those bands frequently.  My U11 however only connects on Band 13 and is slow and occasonally

drop the signal. I've called HTC about this issue, and their reply is that that Bands 2 and 4 are

available on the U11, but not activated by Verizon software. Please can your engineers send out

an OTA that will enable WiFi calling and Bands 2 and 4?

HTCU11
Enthusiast - Level 3

Yes Verizon has intentionally crippled this device and it is effecting a lot of valuable customers We know this issue can be resolved and Verizon is pretending it does not exisy, they are lying to us.

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HTCU11
Enthusiast - Level 3

Verizon Wireless Customer Support is there anything you're going to do to resolve this issue? This issue is effecting lots of people. We may need to contact the Attorney General or start a class action lawsuit. This issue is getting completely ignored. Hopefully Verizon does what's right for their loyal customers.

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deloused
Master - Level 3

There isn't much in the short term that could be done to allow for the U11 to operate on the other Verizon LTE bands.

Each manufacturer has to submit successful testing reports meeting network requirements to the FCC & carrier for device functionality on Bands 2&4 to be reviewed and approved by Verizon.

Until the approval process is successfully completed the HTC U11 would only operate as advertised, which per HTC (as Christiebunny posted above) is only currently operational on Band 13 with Verizon.

The testing & approval process is the same for all manufacturers, regardless of seller, or versions that are unlocked (Bringing your own device) or with carrier ROMs installed. An Attorney General or lawsuit wouldn't bypass this process,

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HTCU11
Enthusiast - Level 3

Thank you for the reply. I was just saying attorney general or lawsuit cause we have not been able to get any answers. HTC originally stated that bands 2 and 4 would work then later changed it. So we have no clue as to what is going on.

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Ann154
Community Leader
Community Leader

Then your complaint is against HTC not Verizon Wireless.

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

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HTCU11
Enthusiast - Level 3

No, our complaints are with HTC and Verizon. Verizon is the one who is blocking bands 2 and 4 since the device was not bought from them. They are limiting us to band 13. Our complaint is with Verizon.

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Ann154
Community Leader
Community Leader

No, HTC didn't get the proper FCC certification for all of the bands for Verizon Wireless. Verizon Wireless can't stop a device from working on the network if it was certified properly because of the Block C rules.

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

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