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Thread: Two TracFone (VZ) phones can't make or receive calls

  1. #1
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    Two TracFone (VZ) phones can't make or receive calls

    I've had 3 Galaxy S4 (Verizon) phones on a TracFone BYOB for several years with no problems.

    At the beginning of the year, I purchased my daughter an iPhone 6 (VZ). Purchased a new SIM and activated the phone on her previous number. Data and SMS worked fine, but she could not make or receive phone calls. I spent probably 15 hours on the phone with TracFone and never could get the issue resolved. At one point they claimed that I had a bad SIM, so I purchased a new SIM, but the problem persisted. I could take the Verizon SIM from my Galaxy S8 and put it in her phone and it would work just fine. I could take her TracFone SIM and put it in my Galaxy S8 and I couldn't make calls.

    Finally in an act of desperation I purchased another SIM and activated her phone as a new phone with a new phone number and voila she could make phone calls. The only issue was that she had to turn off LTE to be able to use data. She was off at college, so I told her that she would have to call TracFone to get the LTE issue resolved. She called me back later to tell me that not only did they resolve her LTE issue, but they were able to get her back on her old phone number and voice worked. This was early February.

    In April I replaced my wife's Galaxy S4 with a Galaxy S7, purchased a new sim and activated the phone on her previous number with no problems. That is until yesterday when I get text from both my wife and daughter saying that they can't make or receive phone calls. Data and SMS are working.

    2 calls into Tracfone yesterday and one today, but still no progress. I even suggest that they look to see what they did in February to resolve the issue. They say that they must escalate this to a network specialist that could take up to 72 hours. I've gone through this stall tactic before.

    The 3rd phone that is still a Galaxy S4 still works fine.

    Any suggestions on what may be causing this issue or how I can get in touch with someone at TracFone who can actually fix it? Every time I call in I have to start from the beginning and go through the restart your phone, let me check your account, remove and reinsert your SIM card, give me your address so I can check your signal quality......................
    Last edited by albtross; 05-02-2018 at 01:28 PM. Reason: change can to can't

  2. #2
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    is the verizon sim from the S8 a tracfone verizon sim also or a regular verizon sim ?? are you in an area that has native verizon coverage ?? remember tracfone verizon just uses native verizon coverage so there's no roaming.

  3. #3
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    Quote Originally Posted by october262 View Post
    is the verizon sim from the S8 a tracfone verizon sim also or a regular verizon sim ?? are you in an area that has native verizon coverage ?? remember tracfone verizon just uses native verizon coverage so there's no roaming.
    The Galaxy S8 is my work phone and is with Verizon, so it is a regular Verizon SIM. Yes this is a native Verizon coverage area. Remember, these accounts worked for 2 or 3 years with no problems and 1 of 3 phones still works. The 2 phones that don't work, did work just a few days ago.

  4. #4
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    It seems silly, but are they out of minutes? (just to eliminate the simple)
    (Our) Phone History At-a-Glance:
    '08-on Tracfone (Vz) using:
    1. '17- : BYOP(Vzw)/UsC Moto E4
    2. '16-'17 : BYOP/Vzw HTC Desire 526
    3. '14-'16 : Huawei Glory H868C
    4. '12-'14 : LG800g
    5. '08-'12 : Motorola W376g
    '05-'08 Verizon & Sprint used: Moto Razr+LG Cosmos 2 & LG Optimus '05
    '03-'05 Alltel & Cingular
    '01 AT&T

  5. #5
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    Quote Originally Posted by tracbourne View Post
    It seems silly, but are they out of minutes? (just to eliminate the simple)
    Definitely not out of minutes each have over 700 minutes left on their plan.

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    Quote Originally Posted by albtross View Post
    Definitely not out of minutes each have over 700 minutes left on their plan.
    on the iphone Go into Settings/General/About to see if there is a new carrier file also on both phones try switching airplane mode off & on & restarting both phones.

  7. #7
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    Quote Originally Posted by october262 View Post
    ... also on both phones try switching airplane mode off & on & restarting both phones.
    Agreed, this might reset the "radios" without having to turn the phones completely on/off.

    Have they traveled to a different area (then usual)?

  8. #8
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    Quote Originally Posted by tracbourne View Post
    Agreed, this might reset the "radios" without having to turn the phones completely on/off.

    Have they traveled to a different area (then usual)?
    Toggling Airplane Mode does't not fix the issue. No travel outside of our local area recently.

    Since the issue only seems to affect the phones that have new SIMs, I suspect that there is a provisioning issue in the TracFone/Verizon network somewhere. I bet that if I purchased new SIMs and set these phones up with new phone numbers they would work just fine, but I really hate to change phone numbers that we've had for many years. If I could talk to someone at TracFone that can do more than read a script, we could probably get this resolved in no time.

  9. #9
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    Quote Originally Posted by albtross View Post
    Toggling Airplane Mode does't not fix the issue. No travel outside of our local area recently.

    Since the issue only seems to affect the phones that have new SIMs, I suspect that there is a provisioning issue in the TracFone/Verizon network somewhere. I bet that if I purchased new SIMs and set these phones up with new phone numbers they would work just fine, but I really hate to change phone numbers that we've had for many years. If I could talk to someone at TracFone that can do more than read a script, we could probably get this resolved in no time.
    I think you can go through chat and request a replacement SIM because your current SIM is damaged.

    I think I missed the part about why they have new SIM's?

    I've done some more google searching and found this help site: https://www.ifixit.com/Answers/View/...ot+place+calls
    Maybe one of those tips will help you?
    Either reset app preferences and/or turn off HD calling

    Hope you can find something that works! (soon!)

  10. #10
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    Some progress today. They made some changes and now SMS, Data and voice are all broken.

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    When you say "but she could not make or receive phone calls" what does that mean exactly? Does her phone ring but when she answers the call drops? And when she makes a call it rings but when the other party answers the call drops?

    The reason I ask is that is exactly what has happened to both my son's and my LG Fiesta 2 (LGL64VL) phone with Verizon service provided through TracFone. The interesting thing is both phones had been working for (my son's since late Feb this year and mine since Nov last year) but when our service auto renewed both of our phones broke. They auto renewed the service about one week apart and we have out own accounts so they are not tied together in any way. SMS and data still works fine but we just can't make or receive calls :-( My son's troubleshooting call with with TracFone finally resulted in the tech saying they will send a replacement SIM which he has not received yet. Mine has gone all the way through to a factor reset with no success.

    I'll be interested to hear if you problem has been resolved yet and whether you had the same type of issues with calls...

  12. #12
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    Quote Originally Posted by condor55 View Post
    When you say "but she could not make or receive phone calls" what does that mean exactly? Does her phone ring but when she answers the call drops? And when she makes a call it rings but when the other party answers the call drops?

    The reason I ask is that is exactly what has happened to both my son's and my LG Fiesta 2 (LGL64VL) phone with Verizon service provided through TracFone. The interesting thing is both phones had been working for (my son's since late Feb this year and mine since Nov last year) but when our service auto renewed both of our phones broke. They auto renewed the service about one week apart and we have out own accounts so they are not tied together in any way. SMS and data still works fine but we just can't make or receive calls :-( My son's troubleshooting call with with TracFone finally resulted in the tech saying they will send a replacement SIM which he has not received yet. Mine has gone all the way through to a factor reset with no success.

    I'll be interested to hear if you problem has been resolved yet and whether you had the same type of issues with calls...
    SMS and Data working again, but are still unable to make or receive a voice call. Try to call into the cell phone and you will get a fast busy or a message telling you to try your call again. Calling out from the phone will ring the far end phone, but as soon as the far end answers you get a Call Ended message. When I originally had the issue back in January you could call into the cell phone, only to have it immediately drop when you answered.

    Unfortunately, I've now gone 8 days without being able to make or receive calls on 2 phones and the issue is not resolved. Last Wednesday they tell me that they escalated my case to a network specialist and that we must give them 72 hours to resolve the issue. Saturday my phones still don't work so I call back into support. Well the network specialist don't work on Saturday, so I'm told to call back on Monday. I call back on Monday and am told that the 72 hour clock only runs on business days, so my 72 hours isn't up until Tuesday. Tuesday the phones still don't work so I call back in. The network specialist has closed my case, but I still can't make or receive calls. After letting my frustrations show, I was allowed to talk to a floor manager, but after 30 minutes he realized that he could not resolve the issue and they resubmitted the issue back to the network specialist. I was told to give them 48 hours and call back on Thursday, if the issue is not resolved.

    As I told them today, I'm 51 years old and have never sued or even considered suing anyone, but God help them if my wife or daughter have an emergency and are unable to place a call for help.

  13. #13
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    Quote Originally Posted by albtross View Post
    but God help them if my wife or daughter have an emergency and are unable to place a call for help.
    Unfortunately they have an out there.
    They don't guaranty anything.

    Since data works, I suggest having a VoIP calling option like Google Voice + Hangouts, or Talkatone (many others) as a backup.

  14. #14
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    Quote Originally Posted by ST Dog View Post
    Unfortunately they have an out there.
    They don't guaranty anything.

    Since data works, I suggest having a VoIP calling option like Google Voice + Hangouts, or Talkatone (many others) as a backup.
    So by that line of thinking, if I have a wreck and am injured because my airbags don't deploy, Toyota is in the clear as long as they don't guarantee that their airbags will deploy. What if Toyota has known for years that their airbags have problems but have been unable/unwilling to fix them?

    Remember, I'm not talking about a network problem that is quickly resolved once TracFone is made aware of the issue. We are now on day 9 of no phone service and I've contacted TracFone at least 7 times thus far on this issue with no resolution. The 1st time we had this issue, my daughter was without phone service for over 40 days.

    "Gross negligence means willingly misleading a client or failing to look out for the client's best interest. When someone doesn't have the basic ability to do what's required of the job, on the other hand, he or she may be committing gross incompetence."

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    Quote Originally Posted by albtross View Post
    So by that line of thinking, if I have a wreck and am injured because my airbags don't deploy, Toyota is in the clear as long as they don't guarantee that their airbags will deploy. What if Toyota has known for years that their airbags have problems but have been unable/unwilling to fix them?
    No because of federal vehicle regulations. That why they have recalls. They have safety standards to meet and lots of other requirements.

    Landline service is regulated with service guaranties but not cellular or VoIP.

    Most do a good job most of the time because it's good for business, when TF. But even the big 3/4 have occasional horror stories. TF (and other MVNOs) just has them more often.


    Just read the Terms of Service you agreed to.

    Not new either
    https://m.huffpost.com/us/entry/1752539
    Last edited by ST Dog; 05-09-2018 at 09:15 AM.

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