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Voice breaking up

Hello, we have a few lines and only have problems with the voices breaking up on one of them. Thought it was the phone, so we upgraded all of the phones to the new iphone 16 and still having the same issue with the same line. Can anyone help us troubleshoot what to do to correct this issue? Thanks so much!

Comments

Verizon_Support

We're sorry to read about the issue with calls on one of your lines. We're here to help. Does it happen when they call a certain number or with all numbers? ~Peter

JCB13

It’s all the numbers he is in the phone with.

SynthpopAddict

Is the one line which has the problems at a different location than yours? Because if so, then I suspect it's a network issue where the signal isn't as good there. Usually when calls are cutting in and out, it's because the signal strength is bad, or possibly if it's on a cheaper service plan and it's a crowded neighborhood, it's being deprioritized where the phone is literally being tossed around on the towers constantly. Constant tower handoffs can cause call quality problems if the network is severely congested.

JCB13

Hey there, thank you for your response. I’m here as well and have not had any issues with my line. It doesn’t seem to matter where the other line is, which is why we initially thought it had something to do with the phone at first. We are rural, and years ago it used to be bad but we haven’t dropped calls in years thankfully. It’s just this crazy voice breaking up thing that happens all the time on that one line. Any other thoughts?

SynthpopAddict

You're welcome. If all the phones are in the same location, then I'm thinking Verizon needs to check the provisioning on the one problem line because it could be something isn't set up correctly on their end for just that one line. It is not the phone, because you'd mentioned having all your phones replaced for all your lines recently and even with a new phone, the one line is still having the call quality issues.

Being in a rural area, you probably don't have 5G service, and it's 4G LTE which you have? You can check this by going to Verizon's website and using the Coverage Map link on the top right of the page. I want to say the latest Verizon iPhones come preset to be using 5G preferentially. You could try changing the band to LTE if there is no 5G in your neighborhood to see if that helps with the one phone. Another thing to check is to see if VoLTE is enabled on the problem phone, since I think Verizon still uses the LTE side of the network for voice calls. The newest iOS may have taken out the option to toggle VoLTE on or off, but I found some instructions from Google to try:

1) Go to Settings
2) Select Cellular or Mobile Data
3) Tap Voice & Data
4) Tap LTE if there's no checkmark beside it
5) Tap the VoLTE toggle to turn it on

JCB13

Not all hero’s wear capes! Thank you so much! This is so very helpful and appreciated for you to help us out like this. We will give these suggestions a try today and reply back. Thank you again!

JCB13

Ok, I think we need to go to Verizon to have them like you said check the provisioning on that line. We switched it to LTE yesterday and today it’s been dropping calls, so had to switch it back. Thank you so much for all of your help!

Verizon_Support

Thank you for that additional information. Are you using Wi-FI calling on that device? ~Peter

SynthpopAddict

@JCB13
wrote:
Ok, I think we need to go to Verizon to have them like you said check the provisioning on that line. We switched it to LTE yesterday and today it’s been dropping calls, so had to switch it back. Thank you so much for all of your help!

You're welcome. Sorry to hear that switching to LTE made things worse. Don't let the Verizon reps tell you it's the phone, because it's not, with your other phones in the same location all working fine, and you had all the phones replaced recently.

There's only one other thing which comes to my mind at this moment. If the problem line is on prepaid service, prepaid customers are deprioritized to any postpaid customers on the towers. In a rural area, the towers are spaced further apart so there's less network capacity overall.

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