Tech Support Says If The Phone Is Rebooting After The OTA They Will Replace The Phone

[Chrisy]

Agreed, Frank. And with BlackBerry I did the Exchange route. I had the same issues on my replacement unit. Was pretty annoying to waste time exchanging and transferring data. Ugh.

A reset and then exchange is what VZW always does when they don't have a software fix ready.

 

[broadwayblues]

how do you do a master reset?

Settings--->SD & Phone Storage--->Factory Data reset

 

[DiVirus]

Replacing phones with refurbished is good way to go. I still have Droid x with rebooting issue. It's my 4th refurbished x that they sent me. Every one had same issue. I went to store 3 times and felt with tech support last time knowing that 2.3 its will fix the problem (we have leak I tested it did). The whole point is I still have the x and I got early upgrade , about year early, which I used to get tbolt. My opinion is that It's worth the time. Even if refurbished phones won't fix issue you get something good out of it .

 

[memphisboy]

I can confirm that I did the OTA update that was pushed to my phone last weds., began having multiple reboots, verizon sent me a replacement t-bolt which I received this past monday, fresh out the box immediately downloaded the OTA update and going on 5 days I have yet to have a reboot.

 

[broadwayblues]

Does anyone else see what is wrong with this?

Replacing phones with refurbished is good way to go. I still have Droid x with rebooting issue. It's my 4th refurbished x that they sent me. Every one had same issue. I went to store 3 times and felt with tech support last time knowing that 2.3 its will fix the problem (we have leak I tested it did). The whole point is I still have the x and I got early upgrade , about year early, which I used to get tbolt. My opinion is that It's worth the time. Even if refurbished phones won't fix issue you get something good out of it .

 

[jking3002]

Because, like 100 percent of all the other suggested fixes up to now, by users and VZW alike, not one has worked. Not one. Why should we trust this suggestion?

I can't speak for anyone else, but my guess is that most knowledgeable people are in the wait and see mode. Seeing is believing. Let someone else make the first jump, this time. It may be yet another time wasting exercise in futility.

-Frank

The refurbed phones don't come out of their box with the update... So they will obviously fix update caused issues bc they don't have the update. Also, people all over this forum, including one in this thread have gotten refurbs that worked with the update...

Sorry you are having issues, but I just know I need a working phone for work, and I literally cannot miss a single call, so I'd do whatever I had to in order to get working properly again if I was having issues.

 

[Zeutron]

The update did no permanent damage, so getting a new unit is a waste of time. The new phone will do the same thing if it encounters the conditions that cause the reboot. VZW uses different equipment and different wireless frequencies all over the country, and it is possible that only some combinations cause the problem. Who knows... maybe some network equipment isn't exactly adhering to the proper specifications, causing problems with the phone's software.

We just don't know what is causing the issue for some people, and this is the kind of thing that can take a while to troubleshoot, find the cause, and get vendors working together on a fix.

Back to the original point... It is just software. An updated version will fix the issue.

Did anyone here have the BlackBerry Tour before the Thunderbolt came out? If so, remember the 5.0.0.591 which "bricked" so many phones? Even the bricked ones with the "technical issue" message could be completely fixed by a software upgrade, if the phone was hooked up to a computer. The issue never happened again after the next upgrade.

Basically, it is extremely rare for software to cause hardware damage. I can think of only a few isolated cases (such as accidental overclocking cause by buggy software, not related to phones).

Completely agree with this logic. Unless there is some sort of voltage change (via software overclocking) I just don't see how the OTA permanently damaged phones. I think the offer to replace phones is just to appease the ones calling 2 times a day complaining. My phone only reboots at work which is were I have spotty 3g signal. I haven't had a reboot in 26.5 hrs which is the time I've been away from work. I'm sold on the theory that the issue is when the radio encounters some weak/bad signals.

 

[cam1pbell]

i did a factory reset . and it did not fix the reboot problem . i was showing off my phone to my brother and it just rebooted. well i went straight to verizon. this guys said no problem we will replace . sign here. you should get your replacement in a couple days . i told him hold, hit the brakes is this phone coming a refurbished phone he said its a certified replacement. i said forget it , i bought this phone 3 weeks ago, i don't want a refurb so he said when i get it send it back. when i got home i called verizon and now i have a new phone that hasn't been opened out of the box. i am still pissed. anyway not all verizon reps are idiots but some are.

 

[Bob61]

I don't understand why you all are so resistant to get a replacement...

HTC/V has pulled the update, who knows when the next one will come, and who knows if it will fix the issue with the reboots. If my phone was rebooting I would for sure get a refurbed phone without the update and continue on with life. HTC/V may decide to never push a fix to the reboot problem, or their fix might just be to pull it, and replace the phones they broke. Then V will do some higher level reprogramming to the returned phones to fix the issue. It may be cheaper for them to do that then fix the issue with the OTA via another update.

HTC/V has not pulled the update, I activated my Thunderbolt today (purchased from a third party) and within hours I had received a firmware update. So far no reboot so I'm hoping that all is good after the update.

 

[Gav508]

NIB

I got a return call today from HTC tech support who was escalating my complaint of reboots and GPS problems after the OTA. He stated for me to go to the local Verizon Store and get a new TB. I asked if it was a refurb and he said that HTC has instructed Verizon to replace the certain TB's having the reboot issue, with NEW phones.

Well I went to my VZW store and low and behold, they said that they no longer giving out replacement phones and that they would have to overnight one to me. I then asked for the manager who came out and after a brief conversation, and her going through some notes in the system, she gave me a NIB TB. So far everything is OK. There is the dreaded OTA waiting in the background but I have rejected it for now. I don't want another round of reboots or 5 minute GPS locks.

If you are having trouble, escalate through VZW tech support and get to HTC tech support. They will note your account and you too can get a brand new TB. Don't hesitate. Why wait

 

[DiVirus]

Does anyone else see what is wrong with this?

Anything wrong? I went to store 3 times. Third time i got charged for shipping, which later V realized their employees mess up and refunded. I was also told that there is only 90 day warranty on refurb., and if ill continue having problems with the phone i Paid for, they will not help me out and i will have to go through Assurion. Time before that one of employee stated that the warranty is not on the actual phone but the phone line and if i use back up phone (activate different phone on my line) warranty is void. Sounds very nice, huh? The least they could do for me (least) is allow me to Buy phone from them at discounted price.
Despite all this i still love Verizon. Everyone having issues with T-Bolts now will have to go through same stuff as they will keep sending refurbs possibly with same issue, unless you start dealing directly with HTC or wait for OTA hoping that it will fix the issue.

 

[forbdnbehr]

Dumb question, but Verizon Tech Support or HTC will replace??

 

[DiVirus]

Well Verizon will send your refurb. hundred times =). I heard some people contacting HTC directly. Can't tell you for sure how that would work. Going based of htc support forum it's better to go through Verizon. You just have to be pain in the a** or they will not do anything for you.

 

[azdmelani]

The update did no permanent damage, so getting a new unit is a waste of time. The new phone will do the same thing if it encounters the conditions that cause the reboot. VZW uses different equipment and different wireless frequencies all over the country, and it is possible that only some combinations cause the problem. Who knows... maybe some network equipment isn't exactly adhering to the proper specifications, causing problems with the phone's software.

We just don't know what is causing the issue for some people, and this is the kind of thing that can take a while to troubleshoot, find the cause, and get vendors working together on a fix.

Back to the original point... It is just software. An updated version will fix the issue.

Did anyone here have the BlackBerry Tour before the Thunderbolt came out? If so, remember the 5.0.0.591 which "bricked" so many phones? Even the bricked ones with the "technical issue" message could be completely fixed by a software upgrade, if the phone was hooked up to a computer. The issue never happened again after the next upgrade.

Basically, it is extremely rare for software to cause hardware damage. I can think of only a few isolated cases (such as accidental overclocking cause by buggy software, not related to phones).

Yup, I had that happen to me! Even though i have my bolt "backed up," I would rather keep this one than turn it in for a new one

 

[dmarlow83]

I called yesterday, and they told me basically what is happening is the update isn't installing properly on some phones, not that it's actually breaking the hardware, it's that the firmware update just wont complete for some reason.

They are sending me a "certified" replacement, which I'm really reluctant to take, however; I'm going to test it out before I send my current one.

Also, the VZW rep told me that the phones they are sending out already have the update installed from HTC not ota but actually put on the phones before they come out and are known to be working.

Whether any of this is true or not I do not know but my tech seemed like he was in the know...

 

[shocka]

my phone has been rebooting since the OTA. what sucks more is sometimes it just turns itself off without turning back on. since i use my phone as an alarm clock this is NOT COOL. on the verge of calling verizon and insisting on a new, non-refurb phone. assuming i can just switch out micro SDs when i do, but what is the best way to do a back-up for easy data transfer to the new phone?

 

[Chiefmcfuz]

Can you opt not to install the ota?

 

[Richbirdie3]

I don't doubt that there are problems with downloads of the OTA. After all: One of the major problems that the OTA was supposed to fix was bad network connectivity.(Switching from 4G to 3G to 1X to no data,etc.) If you had these problems, you would have needed to be very lucky to have a stable enough network to get the OTA downloaded properly. To me it would make sense for Verizon and HTC to offer the OTA the old fashioned way(download to your computer and transfer it to your phone). That way, we can re-download it to make sure it was proper before dealing with a replacement phone. There must be more to it than just bad downloads!!

 

[FrankXS]

I don't doubt that there are problems with downloads of the OTA. After all: One of the major problems that the OTA was supposed to fix was bad network connectivity.(Switching from 4G to 3G to 1X to no data,etc.) If you had these problems, you would have needed to be very lucky to have a stable enough network to get the OTA downloaded properly. To me it would make sense for Verizon and HTC to offer the OTA the old fashioned way(download to your computer and transfer it to your phone). That way, we can re-download it to make sure it was proper before dealing with a replacement phone. There must be more to it than just bad downloads!!

During the initial OTA fiasco, I thought someone saved a copy specifically so it could be applied later... no? Why haven't we heard more about that? Anyone have a link?

-Frank

 

[jlgraham]

I've been having this issue with my Thunderbolt. I did it all, called VZW customer service and did the whole factory reset thing. One rep even told me he fixed the problem on his Thunderbolt by just taking the battery out for 60 seconds, which I tried. Still getting reboots. I actually got two in no more than 10 minutes the other day when I drove into and out of a 4G service area. Whatever the fix is I hope it comes soon.

PS to those affected, call customer service a couple times a week. Complain, hopefully the more outraged people seem, the faster they will get this fixed...