Galaxy Nexus dropping calls/connection, no customer service!
siegan
Newbie

Im having an issue.  In fact this is ongoing since i got my galaxy nexus in december.  Bear with me, i am on my 4th replacement...  Wall of text warning!  This may be lengthy and is intended for any CSR that may be reading.

We'll start with release time.  I had a droid charge and wanted something that would work better around the house (bad signal compared to my wife's incredible 2 and mother's Droid 2 Global) so i called in and spoke with a phone agent.  He said, three phones are coming out, Razr, Nexus, and Rezound.  Knowing that my wife has great signal with her Incredible 2, i went for the Rezound.  It was ordered on Friday morning and was supposed to be here saturday ( paid extra for saturday delivery ) however it did not show.  I called in and spoke with a lady who said "sir, you didnt order the rezound you ordered the RAZR."  I asked her to immediately intercept the package as i did not want the RAZR due to the un-removable battery.  She suggested i reject the shipment and let it go back to verizon, then have them reship the correct device.  I did, and about two weeks later i have a rezound.  I used the device for a week or so but noticed my call quality was not very good.  I went to the verizon corporate store for help, and the lady said i was in my 14 day period and could switch out for the Galaxy Nexus, which she proceeded to call the "best phone verizon has ever released." 

I had my Galaxy nexus for about two weeks or so and noticed that i was dropping ALOT of calls... when i say ALOT, i mean just about all of them.  No error, no "call lost" just the call would disappear and phone returned to the home screen.  I took the phone back in, and the customer service lady did not even attempt to fix it, she just swapped it out for another new galaxy nexus ( i still had the packaging ).  This device worked ok for a few months, no real dropped calls but the signal was horrible at home and work (two most important places).  I was told that the galaxy nexus does not have a strong radio and it would be updated "soon."  The call dropping issue started on this device as well, and then The device then stopped charging.  I went to the verizon store and they once again replaced it with a refurb.   This one was the first one to say it was from Korea instead of China so im not sure if that matters.  Also all replacements from here on out will not fit flush with my extended battery and back cover.  The cover plate is out further than the camera and leaves a gap into the battery area which is another worry.  This refurb would not charge out of the box when the phone was on.  I could charge it by turning the phone off, plugging the charger in and letting it sit for around 12 hours. The phone was actually sending charge back through the charger cable and would even light up my car charger without it being plugged in.  I called this one in and was sent another replacement which i activated yesterday.  This device is the worst of them all... it has the call drop issue but on top of that it is losing connection all together.  The call will sit at "calling" for about 20 seconds then "call lost" and the signal bar turns to gray then disappears leaving only a small white "X."  After each call, i have attempted to use ### send, however i always get "no mobile connection" errors and then if i wait until i finally get signal again, i get "call cannot be completed" and my signal goes out again.  ---continued

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EmmVee
Newbie

Just wanted everyone to know.  After months of dropped calls with my nexuses, my wife and I made the call and swapped to the razr maxx.  All I can say is wow.  I get service !  I have not dropped a call at all.  With the nexus I would drop signal about 30 times a day.  The no signal alert app is a great tool to download.  The battery life of the maxx is unbelievable.  It lasts all day with even 4g turned on I take my phone off at 5 in the morning and plug it up a 10 and still have 50 percent left.  I am glad Verizon swapped the phones for us.  The day i was completely fed up when I called Verizon was completely unhelpful he told me the nexus was a fine phone and my area was the problem and told me he would not change me phones, he was extremely rude.   After speaking with a different representative after all the calls and swap she decided to swap me out.   I like others wanted the nexus because its a beautiful phone.....but the issues were bad...I cannot believe I kept it for 4 months.  The galaxy nexus has huge issues ,,, so if you can get the Razr Maxx so glad we did. once you get the phone the screen difference will not be noticeable after using it.  I cannot believe I am saying this because I am a Samsung fan and never liked Motorola phones.....But Razr Maxx all the way!!!!!!

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mel56
Newbie

my husband and i just got the nexus last friday.  i am already fed up with the dropped calls and no service.  my daughter has an i phone.  she will get service and i won't and we will be sitting right next to each other!! after reading your post, seriously thinking of going and switching mine out.  still within the 14 days. 

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kabull
Contributor - Level 1

Run, don't walk and return the phone for a different model.  Many of us have had this issues since December.  We were promised that 4.0.4 would make it all better.  My phone is worse.  Terrible signal strength leads to dropped calls, static in all calls, calls becoming robotic etc.  It's not where I live, thats been verified by Verizon.  It happens everywhere.  I have had five certified like new replacements and they all had this problem and some of them had even more problems.  I was offered a Droid Bionic as a replacement......Geez.  This is one frustrating phone.  I have been trying to do some business over the phone this am and can't sustain a call longer than five minutes.  Either the call drops, or they can't understand me or I can't understand them.  Everyone else in my house has an I phone with no problems and great call clarity. 

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TMatty
Newbie

I bought my Verizon phone from Best Buy (way better deals and insurance). Originally had the LG Lucid, actually was a pretty decent phone except for the battery life which is even worse than most 4G phones out. Anyways... The last day I was able to do a return option the Galaxy Nexus magically drops to free w/ 2 year contract.  So of course me and my girlfriend who had the Stratosphere both exchanged for the Nexus.

I come home very pleased and I thought everything was fine, I was connected to my homes WiFi so I downloading apps just fine.  Then I tried texting some friends a little later on and noticed I was getting failure to send errors and noticed the problem with dropping service all together (Calls, data, everything).  Thought it could of been a Verizon service issue but my girl friend's Nexus is working fine. So  I go back to best buy and looks at it.  He messes with settings (I'm fairly knowledgeable about android and I knew it wasn't a settings problem) he realize it was a hardware issue and gives me a new one (which isn't fast).  He tells me while setting up the phone "The chances of this one not working is astronomical so if you have any problems its on Verizons end."  Soon after he activates it, again same problem.  He calls Verizon, they couldn't do anything about it and said they will do a full investigation that could take 24 to 72 hours.  I am pretty disappointed at this point.  So I leave the store with a phone that can't keep a service connection for more than 2 minutes. 

When I get home I decided to switch sim cards with my girl friends phone just to see if its the phone or the service.  And what do you know her phone with my sim card works fine.  Used it for over and hour with no problem.  So obviously that tells me it is not a service problem but a hardware problem. 

I go back to Best Buy for a 3rd time.  This time a manager helps me.  I show him the problem he says "well we can't do another exchange we already did 2 phones but I'll switch the sim card."  I told him my sim card works fine in my girls phone so its obviously not the sim card.  So he gets a new sim card anyways and took a new phone out just to try it out, but realized with with Verizon you have to activate the phone and everything.  So since he already had the phone out he decided to give me another exchange(rightfully so).  Got the new phone, used it for a bit with no problem...then service drops.  I'm pissed.

So I take the NFC off and it never had a problem again!  I'm not sure if that is the reason, because I turned the setting back on after a few hours of not having any problems and I still didn't have any problems with NFC on.  I also don't know if the initial service drop with the 3rd phone was just a coincidental error or what.  But 3 Galaxy Nexus in one day (ruined my day off) at least I finally have one that works.  I don't know how just a few people can do numerous exchanges and have the same problem and most people don't have this problem.  It is very weird, its definitely not a "common problem"  but the GNex is a great device, I absolutely love it.  For the people having this on going problem I would try the NFC setting and see if that works,

I also don't know if the initial service drop with the 3rd phone was just a coincidental error or what.  But 3 Galaxy Nexus in one day (ruined my day off) at least I finally has one that works.

>Post edited to remove 3 paragraphs that were duplicated. Also edited to comply with VZW ToS. Discussions concerning rooting is not permitted on this site<

Message was edited by: Verizon Moderator

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memb01
Newbie

I wish I had read this forum before getting this phone.  I am on my tird one in two months, which is just horrible.  I evn called Samsung about the issue and of course the lady said she wasn't aware of any problems.  I will be filing complaints with everyone I can if this is not resolved.

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k2r
Enthusiast - Level 2

Had no connection problems other than with my camera if it wasn't closed out of background apps for7 months.  The charge port got bent somehow making me have to buy an extra battery with charger while waiting for refurb phone replacement. I called in for my third replacement today bc of this connectivity issue, which last time I was told is NOT a common issue they know of and the Nexus is one of their best phones.  Today I thought I'd do a little search before calling in again.  CR rep quickly offered to replace with a Razr.  Is that a Razr Maxx? I asked.  No, the Razr is what is comperable to my phone. Says it originally sold for $299 like the Nexus (doubt THAT!) and technically it's an upgrade bc it's newer.  I don't consider 1-6 months "newer" unless it's in the same phone line, like iPhone 4 vs 4s.  How can something with half the memory and lower price tag be comperable?  I really wanted this Nexus for the benefits that were so great with being ICS, no bloatware (I know nothing about rooting), first for upgrades from Google and Samsung, etc.  Love the screen, camera's a little disappointing. Spent over $300 with a company discount including the insurance.  Don't know if the insurance would even transfer to a new phone and don't really want to spend another $100, plus new case and screen saver. Fingers crossed the next refurb doesn't come from one of you guys!!

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MrJLJohnson
Newbie

I have the same problems.  I am getting ready to get my 4th galaxy nexus.  I hate when they act like they are unfamiliar with this problem! 

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Bishyaler
Enthusiast - Level 1

Between my wife's and my nexus, we are also on our 4th phones.  

Terrible signal & battery life, radio drops, data drops, phone gets hot doing nothing, microphone cutting out mid-call. Customer service refuses to send us a different, working phone.  

I already filed a Better Business Bureau complaint.  Next will be the FCC.   Then my 30-50 friends I helped talk into using Verizon Wireless service.  I will continue this until I get what I paid for: working devices.

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CHRIS42060
Enthusiast - Level 3

I would definitely argue that the RAZR or RAZR MAXX is not an upgrade to the Galaxy Nexus for multiple reasons.  First is the processor the RAZR models have the TI OMAP 4430 processor and the Galaxy Nexus has a TI OMAP 4460 processor.  To date the Galaxy Nexus has the top of the line TI OMAP processor available in a U.S. phone.  The only comparable processor available on Verizon would be the top of the line Snapdragon processor (The S4).  Anything else would be a lesser processor and a downgrade.  Also not to mention the Galaxy Nexus sports stock Android which is faster and more responsive than any other OEM skin (Blur, Sense, Touchwiz).  ICS was built with the Galaxy Nexus in mind they are optimized for one another. Second the RAZR has a 4.3" screen with a resolution of 960 x 540 pixels (pixel density of 256 ppi) and a pesky problem with dark splotches on a black screen in a dark room (According to Verizon and Motorola this is "normal").  The Galaxy Nexus has a 4.65" screen with a resolution of 1280x720 (pixel density of 316 ppi).  The Galaxy Nexus also comes with NFC capability, and the RAZR does not.  The only thing the RAZR has that makes it look like an upgrade on paper is the 8MP camera as opposed to the 5MP camera on the Galaxy Nexus.  However the Megapixels is merely the size of the image in pixels (and the number of sensor elements).  The Galaxy Nexus has a superior lens and I have yet to see a camera review that did not choose the Galaxy Nexus over the Droid RAZR.  The Nexus has won hands down. 

Just my little reasons why I would definitely not accept the Droid RAZR as a comparable replacement over my Galaxy Nexus. 

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k2r
Enthusiast - Level 2

I love the detailed comparison (you don't get that on the shop page comparing).  What do you think of the RazrM? If the screen res is better, I actually prefer the smaller/lighter size this offers.  The reported battery life looks as good as the Maxx, too.  My son loves his S3, but I don't see having any luck requesting that and while lighter than the Nexus, it's a bigger in the hand/pocket.

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CHRIS42060
Enthusiast - Level 3

I had the same problem, and went through multiple Galaxy Nexus phones.  I ended up cracking my screen so I could no longer get replacements. The quick fix I found was to disable the LTE Radio.  Go to Settings > Under "Wireless & Networks" select "More" > Select "Mobile Networks" > tap "Network Mode" > Change the selection from "LTE/CDMA" to "CDMA."  You will only get 3G data speeds but when I did this I had no problems with data or call drops.

The only consolation I can offer is that IF Verizon EVER decides to upgrade all phones to Build number JRO03L (or later) it will include a radio update that should help the issue considerably for most users.  This shouldn't be too long off since the GSM version of the Galaxy Nexus received Jelly Bean (4.1.1) almost two months ago, and historically with the 4.0.4 update the Verizon Galaxy Nexus was update about two months after the GSM version.  It could be longer though since it was about 3 months after 4.0.4 source was released until the update and 4.1.1 code was only released July 9th. 

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sox02
Enthusiast - Level 2

Okay, this brings up a beef I have.  I also have a cracked screen. Recently my Nexus tells me about once a day that my SIM card has been removed and the phone needs to restart.  I have also had charging problems.  If I go into the store they agree these are issues that they would normally ship it back under warranty and get me another one, but won't since the screen is cracked.  If you ask me, this is BS.  What does a cracked screen have to do with the phone being unable to read the SIM card?!  It is just an excuse as far as I am concerned.  Has anyone ever been successful in getting a phone replaced for other issues with a cracked screen?

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Teelo7
Newbie

Things just got way jacked up with my Nexus. My story...........

I purchased my Nexus on launch day. I was very excited to be able to get a Nexus on Verizon. I think most people were probably questioning a Nexus on Verizon(I know I was) but I wanted to give it the benefit of the doubt.  I never really had any problems with it. All the hardware and software seemed to be good except for the slow auto rotate and landscape keyboard lag. The update helped with that issue. I live in Indiana a little southwest of Indy. I don't get a super strong 4g signal at home but I could pull it in most of the time. The switching back and forth wasn't very quick, but I was dealing with it ok.  It wasn't horrible. Never had many dropped calls or any signal loss. I guess I was lucky. When I found out that Jelly Bean was hitting on the other versions....I did the thing that was super cool!   Although, it was very frustrating to be waiting on an official update. So I'm thinking to myself that it really isn't much of a surprise. I think everyone knew that a Nexus on Verizon was not gonna be the experience it SHOULD be. But I kept thinking as long as a non-Nexus device doesnt officially get it first, I'm gonna hang in there, lol. Well, here is where it gets ugly. I was forced to not be able to hang in there! Beginning on Sunday night, my Nexus COMPLETELY lost signal. I had an empty signal with an X in it and occasionally an R next to it. It was stuck on searching for service and I could not make or receive calls or texts. I couldn't for the life of me figure out what was going on. I was without a phone all day Monday and took my phone in Monday evening to a retailer to look at it. They tried their troubleshooting and could not figure it out or fix it. I paid 13.00 for an overnight replacement (as I am still under warranty). As they were getting everything ready for me, I happened to go look at their floor model and lo and behold THEIR FLOOR MODEL DID NOT HAVE A SIGNAL EITHER!! I told them about it and they had no idea why. They thought maybe it needed a new SIM. I knew at that point, something weird was going on.  I got the replacement on Tuesday and activated it. I was then able to get 3g, but not 4g. It would say that I was picking up 4g signal, but when I went to the browser or tried to make a call, it wouldn't connect and would drop to no signal again with an X inside. I had to go back to the store on Tuesday evening to let them know the replacement phone wasn't doing right either. They went through about 2-4 SIM cards and still no go on the replacement phone. So now there was my original phone (which has been sent back) that didn't get any signal at all, their model that had no signal at all and the replacement that was only connecting to the network on 3g. Now it was time to figure out what phone I was going to have to replace it with. An even replacement was going to be a RAZR. ummmm.........no thank you, that will NOT DO! The Razr has a lower resolution, a smaller screen, no removeable battery, no NFC, no android Beam and would be a HUGE downgrade. I had expected to be let down and not be happy leaving the store, but to my surprise...it was the opposite. I have been a Verizon Wireless customer for 14 1/2 years! That's right, BEFORE they were even officially Verizon. I am not a problem customer and they know that. I am a great customer and of course would expect them to be a great provider. Unfortunately it doesn't always work that way. What IS fortunate is that I had an available upgrade and representatives and managers at my local store that were super kind and super helpful and understanding.  Which is the way it should be in every store. I'm not going to go into everything that was done, but I used my nexus for a trade in, used an upgrade, paid a difference and walked out with a Galaxy S3 (16gb). Since I had the box with tags and accessories I purchased for the Nexus, they even let me exchange those for S3 accessories. I was very willing to do what I needed to avoid massively downgrading to a Razr. I know some cannot do that and they should be able to upgrade instead of downgrade as long as the phone is still under warranty. What a  MESS this so called Nexus has turned out to be. If they ever carry another one I would probably fall over! I wonder what's gonna happen with the GNex2? I've also heard that each manufacturer will soon have a Nexus too. Who knows what that's gonna be like. The Nexus was a decent phone. I loved the onscreen soft keys, the circle icons and icon grouping that you could name. I loved the size, feel and the look of the curved display. Even being the avid Android user that I am, I learned quickly that a device can be the best in the world with tons of bells and whistles and the greatest thing, but worth absolutely nothing if you can't use it for what it's for. It's like having a souped up expensive sports car sitting in the drive with no engine. I can't say I regret giving the Nexus a chance, but having the S3 now that is working properly and has a solid 4g signal, I'm just gonna put it all behind me and move on. What I'm curious to know is that if anyone else here in Indiana around the Indy and surrounding areas have experienced the same complete signal loss. Never had a problem until this week! Anyway, good luck to you all who want to or have to keep your Nexus. Hopefully the update will happen very soon and make everything the way it should be. I couldn't wait it out anymore with absolutely no signal. I don't have a home phone and I care for little ones during the day. The S3 will get Jellybean soon anyway.

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k2r
Enthusiast - Level 2

I had a rep call this week and offer an early upgrade even though I'm a year out, but I've spent over $450 on this phone, and nothing but the car charger would transfer over to anothr phone!  Plus the $200 cost of the G3.  You said you traded in the Nexus. What did they charge you extra?  I think this is a Samsung issue, for all those ragging on Verizon, but don't we deal with Samsung THROUGH Verizon?   Like they have to support what they sell? Idk, I got the direct number to Samsung and for now I've switched to straight CDMA to see how that works.  I doubt my extended warranty would cover a different phone and while it's great they let you exchange whatever accessories, doubt all stores will do that unless it's a universal memo from headquarters. I mean, my $20 screen saver was shot after removing it the first time, I just haven't replaced it (luckily since I'm on phone #5), and the extra battery/charger I got while waiting for first replacement is an expensive item that most phones don't offer (and a royal pain to have to use daily, as well).  But a phone that cost us $299 plus accessories, plus $99 insurance, shouldn't have to be taken off 4G or having 20-70% lack of connection for calls, texts and web.

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NashVol
Newbie

Basically same issue here...I have a G.Nexus with a broken pixel and decide to exchange it for another since it is still under warranty.  They have sent me three, yes, THREE refurbs and all of them have had connection issues.  The rep told me it was an application issue, but it clearly it wasn't...on the 2nd replacement they made me delete everything and it still didn't work...on the third replacement I tried using the device out of the box without updating any apps.  Verizon is wasting my time here...I am a new customer to Verizon and I definitely plan on filing a complaint...this is sounding more and more like a class action lawsuit with the number of threads and blogs I have read with this issue.

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dhayes00
Newbie

Same connection problems here also. I am on my 3rd GNex and all of them have had the same connection problems. I go from full blue bars, to gray bars, to an X, back to blue. My signal bounces around, not just at my house, but everywhere in the state of NJ. There are times where I have no connection while on WiFi, and im standing 3 feet from my router...The GNex is an absolute abortion...

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dhayes00
Newbie

UPDATE:

Just called customer service yesterday and talked to a level 2 tech. He saw that I went through 4 replacement phones and offered me a Razr MAXX as a replacement for my Nexus. I gladly accepted. Of course I would have loved to keep my Nexus and just have the thing work, but thats just not the case. If anyone else is having signal issues like I am, I suggest you continue to get replacement phones, and call customer service after a few phones and get a new phone. It will never stop. Or you could just sell the Nexus on ebay, and use that money to break contract or buy another phone that actually works. The phone call lasted about 15min total, including holding. Overall, it was actually a really good experience.

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