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Upgraded phone, current device not working

aichja
Member

On December 2nd, I purchased a new iPhone XR from Apple as part of their Cyber Monday promotion. I chose the Verizon option when checking out as an upgrade and also selected the Trade In option for my current device (iPhone 7 Plus). What was explained to me is that my current device would operate correctly until I receive the new device in the mail. That doesn't appear to be the case. 

I've attempted making calls throughout the day and I've experienced different issues. 

1 - I could hear the person on the call but they could not hear me

2 - The call would fail

3 - When calling Verizon, the automated system would be extremely choppy and then eventually would fail. 

I'm concerned that I do not have any service to make or receive calls right now until I receive my new device. 

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Re: Upgraded phone, current device not working

Community Manager
Community Manager

Thank you for the helpful details, aichja. Let's continue to dig into this. There are no known issues being reported in your area. If you are experiencing the issue everywhere. This may be a device issue. Has there been any damage to the device? Does this happen on all calls? What signal is showing on the device when this happens? 

 

DanielleR_VZW

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Re: Upgraded phone, current device not working

Community Manager
Community Manager

So sorry to hear about the issues with calling, aichja. We definitely want to ensure that we get to the bottom of this with you. What's the nearest cross streets and zip code of your current location? Do you know if anyone else with Verizon Wireless service nearby to you is having similar issues? Are you using a Bluetooth device on any of these calls? 

 

RyanM_VZW

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Re: Upgraded phone, current device not working

aichja
Member

Hi Ryan,

Nearest cross street is Lasalle St. and the zip code is 61350 however, I've been having this issue regardless of where I've been. My wife experienced this same issue yesterday for a short period of time. I am not using a bluetooth device.

Thanks for your assistance. 

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Re: Upgraded phone, current device not working

Community Manager
Community Manager

Thank you for the helpful details, aichja. Let's continue to dig into this. There are no known issues being reported in your area. If you are experiencing the issue everywhere. This may be a device issue. Has there been any damage to the device? Does this happen on all calls? What signal is showing on the device when this happens? 

 

DanielleR_VZW

View solution in original post

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Re: Upgraded phone, current device not working

aichja
Member

Hello,

After receiving my new device it appears my issues were resolved. I've since returned my old device as a trade-in. Thank you for your assistance. 

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