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Wi-Fi Calling keeps dropping calls after a few minutes

The issue began occurring 2 months ago. At the time, my wife and I were using iPhone 11 and 12 Pro. Verizon cell phone coverage in our neighborhood is very poor, so Wi-Fi Calling has always been the way we make calls from home. We have had Verizon Wireless for a number of years, and Wi-Fi Calling has never been an issue.

As our ISP, we use Verizon Fios with 1Gbps speed. I routinely conduct timeout, ping, and broadband speed checks, and our internet connection is solid. Though as a precaution, I have rebooted our router a number of times.

3 weeks ago, we've upgraded to iPhone 13 Pro, and I was hoping the issue would be fixed. However, it has not. The problem appears to be with Verizon's Wi-Fi calling protocols. After a few minutes on the call, the other party no longer hears me. I hear them just fine, but they cannot hear me. I can hang-up, and call them back, and the issue returns after a few minutes.

I have spoken with Verizon Wireless tech support, and they have opened a ticket. It's been a few days, and I have not heard back yet.

These are the steps we've already taken:

- Reset network settings on both iPhones

- Downloaded latest iOS (15.1)

- Rebooted our phones

- Rebooted our home modem

The Wi-Fi signal strength is strong (the router is in our home office, from where we conduct most of our calls).

I really wish someone in Verizon's tech support would escalate this issue. I am happy to be on the phone with them to try and replicate it, and hopefully they can run a diagnostic test that will reveal where the issue is occurring.

There seems to be a wide range of topics similar to this on Verizon forums, but none seem to offer any solution.

Thanks for reading, and if anyone has any tips or comments, I'm all ears!

Comments

gordonf238

I'm just following-up. I spoke with Verizon tech support. They've apparently created a ticket. Last update I received was a week ago that the ticket was being worked on, and most are resolved in 24-48 hours. Since then I've received no updates. No one e-mailed or called back. It's odd, because we have 6 devices on Verizon Wireless, and this type of neglect is what ultimate drives people to utilize other carriers.

stevebelisle

Completely agree. I'm experiencing the same issues with an Samsung s20+ and AT&T ISP (fiber).

rabNC

Was there ever any solution to this problem? I have the same issue.

Verizon_Support

We want this resolved ASAP. A private message has been sent to assist you further.

-Sean

Kamdonf

Switch to AT&T. I had AT&T for 20 years, and was convinced to go to Verizon because they supposedly had the best Network in America they oversubscribe their Network and provide false readings you think you are getting full bars in 5G, which must be a lie because I can sit in front of a Verizon 5G tower and not be able to access the Internet. Going back to AT&T as soon as my promotion ends.

Verizon_Support

As a valued Verizon customer, we'd certainly regret losing you, and we'd like to continue our partnership with you. Your account concerns are our concerns too, and we're here to help in any way we can.

Issues with your network service? That's certainly not the experience we want for you or any of our customers. We apologize for your inconvenience.

Can you tell us more about which of your services is being affected? (e.g., calls, text, web browsing, etc.) How long have you been experiencing service issues? Is this happening while you're indoors, outdoors, or both?

I know we can help, so let's work together to get this resolved.

-Robert C.

Hisgirl777

I am also having this issue to the point we cannot have a call without it either

A. Being dropped

B. The caller can no longer hear me

C. The caller's voice sound robotic

We have little to no verizon coverage at my house even though I am in a city with great coverage. We are on AT&T fiber wifi with a verizon extender.

This is causing extreme problems with important calls and I'm over it. If we can't get this resolved quickly, I will be changing carriers.

boys4memom

This, 100%!

I used to be able to use wifi calling with no problems, whatsoever; however, my husband was having difficulties keeping and placing calls. We recedived an extender from Verizon, but since setting it up and connecting our phones I cannot keep a call to save my life (literally as I am currently undergoing serious medical treatment), and my husband's calls are ridiculously choppy and cannot make out a sentence.

I'm ready to walk!

Verizon_Support

Hisgirl777, thanks for reaching out. We'd be so sad to see you leave the Verizon family. You stated that you have a Network Extender. Do you notice if any of the LED's on the Extender has changed colors since you have had issues?

-Kevin

Verizon_Support

Nobody here wants to see you leave, boys4memom. Checking to make sure. Is Wi-Fi calling AND the Network Extender being used simultaneously?
I hope not. How are calls with Wi-Fi calling off while connected to the Network Extender?

-David

Pandora_73

I’m having this exact same issue and it’s driving me insane. It’s completely unacceptable. I can’t talk on the phone more than a few minutes without the call dropping, or the sound going in and out, or people telling me I sound like a robot. I have WiFi calling turned on because despite being in a very large city with extensive cell coverage, the connection in my actual home is awful. I am mere feet from my high speed modem and the WiFi signal is full strength.

Has anyone found a resolution to this problem yet? It is so unbelievably frustrating. I’ve actually ordered a new phone (due for an upgrade anyway) but I have very little faith that a new phone is going to resolve anything.

What is the deal, Verizon?

JohnGaltatGulch

I have the same problem and I'm about ready to switch back to AT&T.

I've rebooted modem, router, wired WAP and phone. Made no difference.

WIFI from phone to wired WAP is 780mbps, WAP is gb wired to router, modem is GB wired to router.

I have an Internet monitoring system. Over the last month (all mbps), DL speeds: min 49, max 93, avg 71.2. UL min 10.9, max 28, avg 14.7. 1 min downtime at 3am for firmware update reboot.

Latency 14ms min, 29 ms max, 17ms avg.

Jitter <5

These dropped calls several times a day is nothing like what I had with AT&T and has to be fixed or I'm going back.

Verizon_Support

JohnGaltatGulch, we're sorry to hear that you're experiencing dropped calls while on Wi-Fi Calling. We'd like to help you troubleshoot this. We'll send you a Private Note shortly.

~Jesse

jrazmataz

My wife and I are having the same issue, started about a week ago. We noticed that our 5g signal was much better than previously in the house, so I'm guessing that the issues are related to a tower upgrade near me. Now, calls drop every time we make a call. This is unacceptable and needs a resolution. From the comments I'm seeing below, it doesn't seem like anyone has had a resolution that hasn't required switching networks. What's the deal Verizon?

Verizon_Support

One of our main goals is to provide reliable service, and we concerned to learn you are experiencing issues. To better assist you, I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

JohnGaltatGulch

I got a private message from them last week and found out they can't help me here because I'm on Verizon pre-paid.

This problem needs to be fixed but unless someone posts a solution here I doubt it will get solved.

I think you are onto something with your new tower / improved signal theory.

I switched from AT&T to Verizon a few months ago because while wifi calling worked flawlessly when wifi connected on AT&T, I had a problem with my phone losing all service when leaving wifi coverage and having to turn airplane mode on and off to reconnect every time I left wifi coverage. That went on for almost 2 years with hours and hours of 2nd level support, replacement sim, replacement phone. They couldn't fix it.

This happened after Verizon put up a new tower near me bringing my Verizon signal from terrible to so-so. (-125db to -100ish db) while AT&T stayed at terrible (-120db ish unboosted to -110 ish boosted.)

I've noticed on many Verizon wifi calls, the phone switches back and forth between wifi call and Verizon, even though I have wifi preferred selected.

It does seem the handoff back and forth between LTE and wifi during a call might be where calls fail.

Let me know if you get a solution because they can't help me here.

Thanks!

JohnGaltatGulch

Was this msg for me? Don't bother to private msg me. Someone did that last week and I was told you couldn't help me here because I'm on Verizon prepaid.

Verizon_Support

We are still here to provide support. If you prefer, we do have other support channels that you can reach out to for assistance. You can review all of our support options here: https://www.verizonwireless.com/support/ ~Peter

Verizon_Support

Hey there, JohnGaltatGulch! We certainly can assist you here. We can send you a Private Note if you would like to continue?

*Kaylea

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