HTC 8X not receiving incoming calls

kevinsul · ‎12-21-2012

In early November, my wife and I renewed for 2 years and purchased new WP8 phones. I chose the Nokia 920 and my wife the HTC 8X. On the first day, we noted that the 8X would not receive most incoming calls. After hours with support, the fix was to swap the SIMs, then swap them back. After this, the phone worked... For about two weeks... and then the problem resurfaced.

ATT then sent me a brand new 8X and SIM. Well, that phone exhibited the same issue. So more time with ATT on the phone. So now, they have said that what they want to do is to swap for a completely different phone altogether as they think it may have something to do with the 8X in general. So I told them to send me a 920. We received an email notifying us that they are sending us a Nokia 900 and not the 920. Several hours more on the phone with support. In the end, I was told by ATT that this was fair and that I would simply had to accept the 900 as the fix as the warranty department simply did not have any 920's in stock even though their stores and websites do.

Soooo - anyone have an 8X on the ATT network and have ANY issues with it? Specifically, issues with receiving incoming calls? The phone works solid for maybe a few hours, maybe up to a few weeks. Then it will fail to receive incoming calls - like 9 out of 10 incoming calls will fail with a fast busy signal or just rings - no voicemail, etc. Sounds like maybe a corrupt SIM. So we swapped that. No joy. Swapped the phone. No joy. What does seem to fix it - at least temporarily - is to swap the sims between the phones, make a test call (works), swap the sims back. After that, the phone receive calls but maybe for the next hour or 2 weeks before it starts to not accept most incoming calls. One of the later techs said that he discovered the LRN or whatever was blank and he fixed that and within 24 hours, the phone started to work again (without doing the swap). Two weeks, later, the problem surfaced again...

So... any issues? As a several year ATT wireless and U-Verse customer, I am very, VERY upset with their fix of providing me the older 900 when I paid and made contract decisions on getting a device running WP8 but that of course is a whole other probelm...

Kevin

ramairf2 · ‎12-21-2012

Okay you are definitely not alone on this. I am having a similar issue where people will tell me that they call me but I never see any missed call. Additionally my HTC 8X will drop calls even though I have full signal. So I went to the AT&T store yesterday and the customer service rep swapped out the sim card saying that could potentially solve the issue. I thought it was fixed until late last night when someone told me they called 5 times yet I never heard my phone ring once or had any missed call. I had an Iphone 4s before going with the HTC and never had a single problem with reception or call quality. They rep at the store said to just bring the phone back and he would happily swap it out for another device. I'm not sure why customer service is treating you so poorly. Try going to the store to see if they will help.

kevinsul · ‎12-21-2012

So ATT was of course always happy to help and told me the same thing... Apparently to get me off the phone with them. When it came to delivering, they screwed me....

So did they actually swap the device for another WP8 phone? Let me know if that actually happens...

johninsj · ‎07-07-2010

If you can, I would try going directly to an AT&T store to see if you can get better service there. With the holiday upon us all, I don't even want to think what the call centers are like.

AppStar · ‎12-26-2012

Has anybody figured out why this is happening? I have the same issues with my HTC 8x. Here is a list of what I'm experiencing:

When someone calls, the line just rings and rings on their end never going to voicemail. My phone does not ring or show a missed call.
When I try to make a call, two out of three times it fails displaying a message "dropped call" (I'm in LTE coverage with 3 to 4 bars so it's not weak signal)
If I am already on a phone call, and someone calls me, call waiting works fine and I get the call right away.
If my phone is turned off and someone calls it goes directly to voice mail. It never reaches voice mail if my phone is turned on.
Text messages work without any issues.

I've spent quite a bit of time talking to ATT support. At one point they did a "purge and re-sync" which seemed to fix my phone. Unfortunately, in less than a week it went back to not receiving any calls.

johninsj · ‎07-07-2010

I've spent quite a bit of time talking to ATT support. At one point they did a "purge and re-sync" which seemed to fix my phone. Unfortunately, in less than a week it went back to not receiving any calls.

That sounds like a provisioning issue on their end, not the phone itself.

If you're having this issue, is this on a new sim? a new line? a number ported from another carrier?

AppStar · ‎12-26-2012

Yes, the number was ported from Sprint. The ATT representative on the phone assured me the problem wasn't from me porting my number from Sprint. It's strange that the phone works fine for a few days before not accepting any calls.

AppStar · ‎12-26-2012

There is a serious problem with the HTC 8X on ATT. Multiple people have already reported the inability to receive calls. Due to of the nature of the problem, most people who are not receiving calls aren't even aware. Is ATT even aware of the issue? Will there be a fix? I've had my phone "purged and re-synced", reset my phone, and every time it's only temporarily fixed. My buddy who also has an 8X had his sim card replaced twice, and even his phone once, still the same problem. It's not an issue with one phone or one sim card. Every ATT 8X customer I know has the problem.

contactparag · ‎12-27-2012

AppStar wrote:
There is a serious problem with the HTC 8X on ATT. Multiple people have already reported the inability to receive calls. Due to of the nature of the problem, most people who are not receiving calls aren't even aware. Is ATT even aware of the issue? Will there be a fix? I've had my phone "purged and re-synced", reset my phone, and every time it's only temporarily fixed. My buddy who also has an 8X had his sim card replaced twice, and even his phone once, still the same problem. It's not an issue with one phone or one sim card. Every ATT 8X customer I know has the problem.

AT&T is AWARE !

Many people have reported it.

There are forum threads for GS3 & One X+ having same issue.

http://forums.att.com/t5/Android-Discussion-and-Support/Samsung-Galaxy-S3-Not-Receiving-Calls-Phone-...

http://forums.att.com/t5/Android-Discussion-and-Support/HTC-one-X-plus-stops-receiving-calls/td-p/33...

bengal_toby · ‎01-14-2013

My mom just got this phone a little over a month and it worked fine until 2 weeks ago. We just received a replacement HTC WIndows 8X phone today and she still can't receive calls. Go figure....

AnnoyedAngryUser · ‎01-16-2013

Hello all,

I have been having this issue since last 2 months. I have done everything as per AT&T's guidelines but nothing worked. (changed SIM, changed phones, factory resets) Even after all this AT&T is not ready to admit its fault. And they are treating this issue as "User Issue"

I have posted on AT&T's facebook page and I seem to be getting responce from AT&T. I also received a call from AT&T public relations this morning. If you all can comment about your frustration on the link provided below and describe that you are having the same issue, we can get good visibility and hopefully solve the issue. If not, we can include media like Engadet, The Verge and others to get media coverage. Please comment your issue on the link below. Thanks a lot in advance.

http://www.facebook.com/ATT/posts/10151354193843909

djc35 · ‎01-18-2013

Exact same problem for me. Have swapped SIM to no avail and then recently the problem disappears for weeks. The problem came back this week. Support in store and on the phone have no solution. I suspect it is not the device but rather something on the network. I have also done the most recent Windows update with no fix.

spiltmilk · ‎01-21-2013

I am experiencing the same issues.

Just returned from the AT&T store, they are sending a warranty replacement 8x.

In the mean time...I am using a burner. The employees at AT&T were super nice but I am...how should I say...lacking confidence in my (future) HTC 8x.

djc35 · ‎01-18-2013

Hope I am wrong, but don't expect a device swap to fix this. In the meantime you will port all of your apps over and have to set up a new phone. I wouldn't bother.

spiltmilk · ‎01-21-2013

By device swap you mean the warranty 8X on its way? I expect the same issues to occur when I get the new 8x.

I want completely out of the HTC phone product line all together.

rainbowjewels · ‎01-28-2013

On 12/08/12 I purchased an HTC 8X from AT&T. My phone worked well for about 2 weeks at which time people started telling me that when they called they got an operator recorded message saying my phone was not in service or that I couldn't be reached - at other times they received a busy signal or it will ring indefinately and never go to voicemail. My phone does not ring or let me know that I had missed a call. Shortly after that I lost the ability to place calls. When I attempt to make a call I get a message pop up on screen that says "CALL DROPPED"
I have spent HOURS on the phone with AT&T customer support troubleshooting the phone, I have swapped the SIM card, done multiple resets and even exchanged my phone for a new device yet the problem persists. If I'm on a call & someone beeps in, phone works fine. If it's powered down or in airplane mode it goes right to voicemail...

A simple web search pulls up forum posts of other 8X owners on multiple carrier networks with the same problems. This is clearly a device issue and it needs attention immediately. With all the promotion going on for the 8X I would think HTC would want the device to be fully functional.

It may not do any good, but I've been Tweeting @HTC and @WindowsPhone about the problem and HTC did respond. I urge others to please also do the same, more upset customer voices may get them to act faster to correct the problem.

Also, here is the form to contact HTC support and alert them to the issue as well so they can start working on a fix. http://www.htc.com/us/contact/email/

Ultimately after another 2 hours on the phone with AT&T last night the guy told me he'd wave the $250 early upgrade fee and let me BUY for $100 a Nokia Lumia 920. I already spent $200 for the 16GB 8X less than two months ago, so I really don't want to go with that option. Also the 920 is bigger & bulkier than the 8X and I really love my phone, I just WANT IT TO WORK. This is so frustrating.

rainbowjewels · ‎01-28-2013

REPLY RECEIVED FROM HTC:

Thank you for contacting HTC Technical Support and counting on us for any questions or comments you may have.

Julie, I will like to make sure that you receive the current and accurate information, that is why I would like to direct you to our repair specialists, and they will be able to provide information about policy and procedures for any orders.

Please contact them at 1-866-449-8358 (8 AM - 8 PM EST 7 days per week).Please have the serial number of your phone handy when you contact them and our phone techs should be able to help get this repair set up.

Remember you are the most important part of HTC and I want to thank you for your continuous support of our products and services. Should you require further assistance, please do not hesitate to contact us through http://www.htc.com/us/support/email-support or call us at +1-866-449-8358 from 6AM to 1AM EST, 7 days a week.

Thank you for being a member of our HTC community and I wish you a good day

djc35 · ‎01-18-2013

AT&T attempted to close my issue yesterday because they could get my phone to ring while I was in Chicago. When I returned home I had the same issue. So folks...don't swap out devices and SIM cards. This is a network issue and my guess is related to AT&T's newer (and smaller) LTE markets.

PBCliberal · ‎12-02-2011

This is a phone issue, and while I have received a different story from each of the roughly 20 people I've spoken with about this, the most credible one was the tech support woman at the call center at 3:30 this morning who advised us that it appears there is a bad batch of phones in the South Florida area.

She sent me back to the store for a replacement, but the store insisted that I couldn't replace it after 14 days. This is a typical problem with the call center saying one thing and the store saying another. Tonight I was escorted out of the store when they decided they just didn't want to deal with me any longer.

After several more phone calls to the call center, AT&T has decided it will make an exception and send me a phone via mail even though we bought it on our company account in a store. This also resolves the problem that replacing a phone from the same gene pool will probably just result in a third failing phone.

AT&T's solution is to tell you whatever gets you off the phone or out of the store quickly and with minimum effort on the part of company employees. Inquire if you have the option to replace the phone and try to do that, and do your best to get the phone from a different manufacturing lot than the first one you got.

The kicker is the "manager" who escorted me out of the store tonight isn't really a manager and appears to have lied about whom his supervisor is, giving me somebody else's business card with someone else's name scratched off and his written in so I couldn't immediately determine he was lying.

Take the easiest quickest solution at your peril. There are problems with the SIM card phone hardware relationship, not with the sim cards themselves, and not with the network, and do not expect the problem to be resolved without a great deal of customer involvement.

calmra · ‎03-21-2013

What a terrific device............EXCEPT THAT IT OFTEN DECIDES NOT TO ANSWER INCOMING PHONE CALLS even though the reception is good or great. The longer the phone sits idle (overnight) the more likely it is to not ring. After three months of fighting with it I got a replacemt HTC 8x. Same problem. I like the idea of the windows phone, had a 5 and 7 version HTC always worked great and easy to sync with laptop. Guess I will have to try the Nokie Lumia 920... oh AT&T say they don't know when they might have them in stock.

davidsponer · ‎03-21-2013

Just bought a new HTC 8x and moved from T-mobile. Been on AT&T for just over 4 weeks now. Big mistake. Worst decision I ever made. Now stuck in a 2 year contract that I can get incoming or out going calls about once in every 10 attempts.

What a great service AT&T, not!!!!

Been back to the store, had a replacement sim, of course in the AT&T support store where they have a tower on the roof I can't reproduce the issue. I leave the store and it is straight back to not being able to make or receive calls.

The people in the store are less than helpful. The answer is always the same, there is nothing wrong with the phone look I can ring it!.

Currently going through the usual network checks with the support people. Not hopeful.

Can't deal with this for another 2 years of no calls! If only I had gone back to the store in side the 14 day period would have gone back to T-mobile.

Any one have any suggestions, or thoughts on a way to sort this out?

McHale72 · ‎10-08-2006

Welcome to HTC and the reason I will never buy another. Do NOT expect them to go out of their way to fix your incoming call issue. They completely abandoned support of all of their Windows Phone devices since the HTC Surround almost immediately after release.

davidsponer · ‎03-21-2013

Well I got a reply from HTC which basically said tough *****, "Making and receiving calls is important". Sorry you having issues but as you have reset the phone and changed sim all you can do is pay us (HTC) to have it fixed. It is 4 weeks old why should I have to pay you to fix something that just bought. You already got my money when I bought the phone now you want more so that it will actually work!

Certainly wont be going and buying another HTC anytime soon.

AT&T are just as unhelpful, still getting the run around with them, the guy in the device support centre just says there is nothing they can do, look I can call you when you are in the store.

Fat lot of good that is. Unfortunately I don't have the option to carry a AT&T store around with me just so I can use my phone!

johninsj · ‎07-07-2010

Are your signal/coverage issues everywhere (except inside an AT&T store) or just in some locations?

McHale72 · ‎10-08-2006

davidsponer wrote:
Well I got a reply from HTC which basically said tough *****, "Making and receiving calls is important". Sorry you having issues but as you have reset the phone and changed sim all you can do is pay us (HTC) to have it fixed. It is 4 weeks old why should I have to pay you to fix something that just bought. You already got my money when I bought the phone now you want more so that it will actually work!

Certainly wont be going and buying another HTC anytime soon.

AT&T are just as unhelpful, still getting the run around with them, the guy in the device support centre just says there is nothing they can do, look I can call you when you are in the store.

Fat lot of good that is. Unfortunately I don't have the option to carry a AT&T store around with me just so I can use my phone!

They did the exact same thing with my Jetstream, Surround, Titan, and Nexus One. *ALL* AT&T branded HTC Titan's sound like you're talking through a pillow, under a bucket, under a lake and they refused to make any effort to fix it. HTC is dead to me and many others who were once loyal to them (I own over 2 dozen HTC devices since the very first Canary). Nokia is by far the better company, selling a better product, with much better support. AT&T will be your only crutch at that point.

davidsponer · ‎03-21-2013

Everywhere, (except the AT&T store). Strange thing is I will have 3 or 4 or 5 Bars LTE and yet the same thing happens. No incoming or outgoing calls. I will be lucky, maybe 1 in 10 will work

johninsj · ‎07-07-2010

davidsponer wrote:

Everywhere, (except the AT&T store). Strange thing is I will have 3 or 4 or 5 Bars LTE and yet the same thing happens. No incoming or outgoing calls. I will be lucky, maybe 1 in 10 will work

That is very odd indeed. Can you try forcing it to 2G and see if that helps? If so it may point to a hardware problem with the radio.

davidsponer · ‎03-21-2013

Unfortunately AT&T the option to change network type. I know on the Nokia you can dial in a code and get to a hidden menu to change network type. Haven't found it on the HTC 8x yet

PBCliberal · ‎12-02-2011

I would suggest trying to find another way to document your problem, a way that makes the problem obvious to a third party who may ultimately have to mediate a dispute over early termination fees in leaving your carrier for another one. This might convince AT&T that either your problem should be taken seriously, or that you should be cheerfully released from your contract.

We had terrible problems with the 8X, to the point that a manager at an AT&T store escorted me out of the store rather than address the problem. It took several hours over several days to escalate it after that. I think three or four phones were tried (they shipped one at one point and shipped the wrong one).

But the last one has worked consistently. So there are good phones out there, and HTC for a while was reported to have been shipping replacement SIM drawers which has solved the problem for some. Also the tape trick has been successful for several folks who thought the idea was crazy at first.

When it works, this phone is highly prized by the two users here that have it (I'm still on an android and am a power user that is happy with my current arrangement and don't have the time or incliantion to switch). If you like the features and tactile feel of the phone (it is pretty cool) it may be worth it to persevere.