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The customer is unable to receive calls and is going straight to voicemail.
Other Response Scripts
85%
When you open up the phone and you're on the home screen, if you drag from the top of the screen down, you'll have a menu. You see like five icons on top, right? It's supposed to be white when it's off. When it's green, it's on.
85%
So right under the icons, there's a little gray line. If it's green, that means do not disturb is on. If it's white, it's off.
70%
No, we won't charge you for this.
70%
It looks like a mistake. I pushed that. The do not disturb was on. And that's why I missed all the calls.
45%
All right, can we go into your settings? Settings? Yeah. Okay. Settings. Then apps and notifications. Okay. Apps and notifications. Okay. Mm-hmm. And then go to see all apps. I'll see all apps. Okay. And then you're going to scroll down to the phone app. Which app? Phone? Yes. Phone app. Mm-hmm. Okay. And you're going to go to storage and cache. Okay. And you're going to clear storage.
45%
If you can bring the phone in or send it in so that we can find out exactly what's going on with the phone, so we can fix it for you.
45%
Okay, I can try to help you on this. So, go to settings on your phone, okay? Once you're in settings, go to apps and notifications, please.
45%
Once you're in apps and notifications, go to see all apps. Once you're in see all apps, please let me know.
45%
Okay, now go to, on the top right of the screen, you will see three dots, so go to those three dots, please.
45%
Okay, now you need to look up for an app that will be called DuraSpeed, D-U-R-A-S-P-E-E-D.
45%
So once it's open, all you have to do is, you need to look up for your messaging app and your phone app, okay? And both, those two apps need to be open, both of them.
45%
In the DuraSpeed, you have to press open, okay, and then you will find your phone app and your messaging app, so both of them need to be open.
45%
If you test a different SIM card and it's still not working, then something is wrong, we have to take a look at it.
45%
What I want you to do, to make sure that it's not the phone, to see if it's the phone or the SIM card, you need to put your SIM card, okay, in a different phone.
45%
First, check to see if your phone is on Do Not Disturb. Can you pull down the notifications on your home screen?
45%
So we're going to go into your settings. Okay. And then settings. There it is. Okay. Yeah. And then the absent notifications?
45%
And then you go to apps and notifications.
45%
Okay. I did that. And then click on see all apps.
45%
And then just scroll down to the phone app.
45%
All right. And then you would restart your phone and then see if you can receive calls again.
45%
Go ahead and you can call Verizon. Just tell them that you think you have an old SIM card and you want a new one. And they will send you one for free.
45%
Once you have that new SIM card, you have to test it. And going from there, we have to see what will be the next step.
45%
First, I will proceed with the SIM card. Once you have the SIM card, if you call today, most likely you're going to have it tomorrow, and then we will proceed to take up on the other issues that you're having.
45%
Okay, you have to go to messages first. Hang on a minute. Is there a caption on speaker? Yes. One second, please. I have to go to messages. Okay. Okay, now on the top right of the screen, you will find three dots. Press on that, please.
45%
If that doesn't... Yes, that sometimes is a glitch. Then press the menu button. The menu button... Once you're in messages, the menu button is the button with the little two squares on the top right of the keypad, of the keypad of the phone, of the physical keys.
45%
No, go to messages, please.
45%
On the top right of the keys, you will find that there's a key that there are two squares, okay? Or one square with a little dot. Do you see that?
45%
Do you see the way... Which pixel do you have? Two, correct? Yeah. Okay, do you see the way... On the keypad, where you have the buttons, where you have the big button in the middle? Oh, yeah. Do you see that on top of that key, there's another key with... With the... With another logo that is like a square. Do you see that? Looks like a square.
45%
Press on it, please.
45%
Now you see that a menu will come up from the bottom, okay? And you have a bunch of options. One of these options will be read all messages. Do you see it?
45%
No, but you have to do that while you're on the messaging app. Okay. So, again, please follow my instructions carefully. This is very, very easy. Again, go to the messages app, okay? To the messages app. Before you start sending a message, go to the messages app, please. Let me know once you're there.
45%
I am there, and I'm trying to click the... Ah, I got it. Okay, I opened it up. Okay. Now press the same key that we just pressed, and while you are in the messaging app, you will see that a menu will come up from the bottom. So, please, press that key one more time.
45%
Okay, so connect your phone to Wi-Fi and try to make that new update, please.
45%
Once you have the loaner, we will go through the process. I will help you with this, but you need to have the other phone on the meet before we do it.
45%
You can e-mail, you can send an e-mail to infa.tickoaster.com with your name, your phone number and your address. And I will send you the instructions and a form that you need to put inside the package and then you can send the money to the loaner.
45%
First, you need to check to see if your phone is on silent. So can you pull down the notifications on your home screen?
45%
And then click on see all apps.
45%
And then you can scroll down to the phone app.
45%
Okay, clear storage. Okay, do I do okay? Yes.
45%
First, I will proceed with the SIM card. Once you have the SIM card, if you call today, most likely you're going to have it tomorrow. And then we will proceed to take up on the other issues that you're having. Okay? That is the most important thing for now.
35%
And press show system.
35%
So once it's open, please let me know.
35%
Okay. And then... Is it on... Do you have batteries saved on?
35%
Okay. Do I do okay? Yes.
35%
Okay, please, come to the Williamsburg store. We'll help you over there, okay? Once you're there, you can tell the representative to call... My name is Juan. You can tell him to call me, and we'll help you together, okay?
30%
Okay. All right. And when did you start experiencing this issue?
30%
That's going to clear any of the old data you have on your phone app. It's not going to delete any of your numbers or anything.
30%
Our technicians would have to check out the phone to see what's going on.
30%
Unfortunately, I have to say that I'm not aware of that, and that definitely has nothing to do with our administration, okay? We just sell the phones in our store or online, and we also sell to third-party people, but we don't really know anything about the operation.
30%
So, you see the symbol where it's a circle with a line through it? It's not on silent. It's on Do Not Disturb.
30%
My suggestion here is ask Verizon first. We have our own carrier as well. And when a customer phone carrier has an issue like this, usually, in most cases, it works. And, of course, in some other scenarios, it may not work. But we expect it to work.
30%
Yes, we don't like that. We will provide the issue to the developers. Hopefully we can fix it soon.
30%
That is the most important thing for now.
30%
The update pretty much reprograms the whole phone, that is why I'm suggesting you do that.
30%
We will have loaners hopefully by Monday. Right now, we have zero of the seven.
30%
Thank you so much for your patience, and we'll be waiting for your call tomorrow.
15%
Once you're in DuraSpeed, on the top right of the screen, you will find, not the right, you will be able to open it, so open it, please.
15%
Just, you have to toggle them on. You will see that they are toggled off, you have to toggle them on, and that's it.
15%
Just ask him, if you can use his SIM card for a little bit and try to use it normally, okay, that will be the best that you could do to see if there's something that is actually on the service or on the phone.
15%
And then scroll down to storage and cache.
15%
Okay. Got it. All right. And then you're going to click on clear storage.
15%
Once you have a SIM card, if you need help to activate it, of course, call them. If they give you any problems, you can call us and we'll help you right away.
15%
Okay. And then go to settings. Is that this? Okay. Yes. And then go to apps and notifications.
0%
We will issue that complaint to the developers. Hopefully we can issue a solution very soon.
How Customers Ask This
"The customer is experiencing issues with calls going straight to voicemail and receiving voicemails without missed calls."
"Why is my phone not ringing when people call me?"
"The customer is experiencing issues with receiving calls and has a notification for new messages that are not present."
"The customer is not receiving calls when the phone is powered back on after being turned off."
"The customer is unable to receive calls and needs assistance with sending their phone for repair."
"The customer is experiencing issues with their phone not ringing or showing caller ID for incoming calls."
"The customer is experiencing issues with receiving calls and voicemail notifications."
"The customer is unable to receive phone calls, as they go directly to voicemail without ringing."
"The customer is unable to receive phone calls and they go directly to voicemail without notification."
"The customer is unable to make or receive calls, and all calls go directly to voicemail."