Phone stops sending / receiving WIFI calls, texts and Voice to Text Vmail periodically stops working.
This has been happening for about 3 years over multiple Motorola phone models. I call Verizon periodically, spend about an hour re-capping the issues and time frame because they refuse to read the case notes. Each time, they confirm the phone can be seen by the network, but just won't function. I learn it has failed by having my wife accuse me of ignoring her calls and texts 😉 Then there are multiple exercises, settings checks, etc. Typically the voice to text gets a "oh, the last person "you know what-ed" up, you you need to do this..." that works for a few days, then fails again.
Each time, they end up escalating to higher level support, give promises that they will stay engaged, then I get ghosted by both first and higher level support staff. There is no way to reach anyone specifically, so once they quit, I have to start over.
Have offered to help resolve by allowing my phone to be instrumented (computer term for placing software that monitors behind the scenes phone activity to see why an error is occurring), but that has been refused.
Only solution so far is restarting the phone, or doing some type of reset that is faster but blows away all preferences for all apps.
We always want your service to be up and running properly!-Pamela
Sorry to hear that the issue is still occurring across multiple devices. Does the issue only happen when connected to a particular Wi-Fi connection such as your home or on all Wi-Fi connections? -Pamela
Thank you for responding. I only see it at home, but I do not know that it does not happen elsewhere. The phone has a different, also frustrating defect where when I am away from my home network, WIFI is on, a network is available but I am not connected, then the phone refuses to use cellular data. As a result, I have to manually turn off WiFi every time I leave my house, then turn it on if I happen to be near a known/safe network, then turn it back off when I leave etc... Like the original issue I mentioned, I have called about this but had given up after several episodes of trying, failing, ghosting which appears to be the Verizon norm when an issue does not have an easy resolution. Sorry to keep harping on that, but I assure you it is real.
Throughout the history of the issue, I imagine this setting has been looked at.
Is "Avoid bad Wi-Fi connections" on or off" ?
https://www.verizon.com/support/knowledge-base-206834/
Are there firmware updates available for the home wi-fi router ?
-David
Sorry - I wanted to add something to my last post and hit the "Correct Answer" button thinking it would allow me to edit the post. Hopefully, a moderator can correct this error on my part.
@Jeepmonkeymark wrote:Sorry - I wanted to add something to my last post and hit the "Correct Answer" button thinking it would allow me to edit the post. Hopefully, a moderator can correct this error on my part.
I think you can turn off/reverse the 'Correct Answer' yourself. Click on the 'options' of the Post.
@Jeepmonkeymark wrote:Sorry - I wanted to add something to my last post and hit the "Correct Answer" button thinking it would allow me to edit the post. Hopefully, a moderator can correct this error on my part.
Here's a post I marked as 'Correct Answer' on a thread I created. The options have a 'Not the Solution' choice for reversing an incorrect 'Solution' by the Original Poster:
The tip about turning off the "this is the solution" switch worked! Thanks!
I will see how Comcast manages FW updates on their hardware. My guess is that they push those behind the scenes automatically, but will confirm...
"Avoid Bad Networks" was off. I think that has been tried but happy to try it again. Switch set - will see what happens. Any idea how a "Bad Network" is defined? Took a quick look and not seeing anything specific...
Please try the avoid bad network settings and then let us know how it works for you. Bad networks are typically determined by either a Wi-Fi connection with no internet access, or a low signal from a Wi-Fi source that is unstable.
Usually, firmware of most home internet devices are not automatically updated, since the network being turned off on the device is usually needed. Most home providers would walk consumers through the process of updating their device.
-Steven
Hi Steven:
I confirmed today that the Avoid Bad Networks switch makes no difference. I recall that several first level support people at Verizon also said that merely the presence of a network, good or "bad", should not cause the phone to not use mobile data if the phone could not or was not connected to any odd network that happened to be there.
I also found some info on the Comcast/Xfinity website that boasts that they push updates automatically as a feature.
You appear to be connected officially to Verizon - I request that you take a look at the service notes and use your connections to get something moving...
Thanks!
Hi, there! Thanks for your response. Please send us a Private Note for further support.
*Anna
Hi Anna:
Happy to - but don't know how...
LMK and I will...
Thanks!
Mark
Our most humble apologies, Jeepmonkeymark. While it is possible for you to initiate a private note, it is we who should initiate it on your behalf. Please check your inbox for our private note.
-George
We are sending you this note because you have mentioned an issue with your text messaging. Troubleshooting that will almost certainly involve us accessing the account. Please reply to this message, so we can set up the account access and get to the bottom of this.
-George
Wanted to point out that that Private messaging is happened briefly, but responses there have stopped as well/again.
Verizon asked to permit account access (to Support Call Log activity) by following a link, but that actually led to a chat session. After doing that and going through things yet one more time (instead of reading the call logs as I was told would happen after I authorized access), responses have again stopped.
It also appears that the staff is not actually reading the private messages. I got a second request to authorize access after following the given link, providing a reply via private messaging that I had followed the link as requested, explained that it was a link to chat and not some authorization tool, etc.
My apologies for the new rant - but this is exactly what I was talking about. Promises to look into things, my putting time in over and over to help, and then Verizon ghosting...
I did do some investigating on my own and realized the last Verizon person to "help" actually had me shut off voice to text by having me switch the service to standard (or something like that). In reading a bit, I noticed that this feature is part of the premium VM, so I have turned that back on. Will see how it behaves going forward.
As a valued customer, your account concerns are our concerns too. We'd be more than glad to continue working with you. Verizon takes protecting our customer's personal and account information very seriously. I apologize for any inconvenience you've experienced.
Since we will need account-specific details from you, we’ve sent you a Private Message on this topic:
https://community.
-Robert C.
Hi Robert:
Have reviewed the messages and asked what specific information is needed.
Can you explain how to reply to Private Messages, and why they are truncated with no way to expand to see the whole message?
Thank you...
Saw part of your reply in the private message tool and interestingly, if I copy and paste, I get the whole thing:
FYI - another 2 days of silence in private messages.
In spite of posting here and responding via private messaging, there has been silence from Verizon again.
Good news is that voice to text is apparently working again, at least for now. My discovery that the Verizon tech had actually asked me to switch to the standard service (which does not include voice to text) remains a mystery.
The phone continues to not use cell data if there is a WIFI connection available, even though I am not connected. In settings, the WIFI meter shows bars and a question mark.
First and foremost, we're sorry to hear that you've not received a reply from our team, while in Private Message. I apologize for your inconvenience. That's not the experience we ever want for any of our customers.
We're glad to hear that the voice to text is working again for you.
As a valued customer, your device and service concerns are always our concerns and we're here to assist you anytime. Thank you for sharing the additional information too.
Ensuring that your device works at all times is vitally important. If we can be of further assistance, please let us know.
Thank you for your time and patience.
-Robert C.
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