Why are my HD voice and video not working?

I have a galaxy s7 and i cannot get the HD video and voice calling to work. I have it turned on under settings and it shows as activated on my account, I have restarted my phone and even gone as far as doing a factory reset but it still doesnt work. It jumps to 1x whenever i make any calls and will not allow me to make any HD voice or video calls. My wife got the same phone at the same time as me and hers works fine. Is there any solution to this?

Accepted answers

nflood09

I actually got the issued fixed, I had a bad SIM card they changed it out

at the store and all is well now.

All comments

ruthw_vzw

nflood09

I always want to ensure your features are working correctly for you! Let's get HD Voice up and running ASAP. Are there any areas you do see the right network options when placing a call? Did it ever work for you? When you factory reset, did you automatically restore your applications?

RuthW_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

nflood09

It has never worked for me at all. I have tried to do everything to get it

to work and it won't. I have had the phone less then a month and it has

never worked. I went into the store to ask once and the guy asked if I have

ever restarted my phone, I didn't think that I had so I went home restarted

it several times shutting the Advance Calling on and off to try something

different each time and still nothing. The options is on but every time I

make a phone call it switches over to 1x. My wife got the same phone the

same day as me and her's works just fine. In regards to the factory reset I

did not restore any of my downloaded apps, I had to go back to the app

store and redownload everything I had previously had on the phone as well

as update the apps that were already on the phone.

On Fri, Nov 4, 2016 at 10:19 PM, ruthw_vzw <forums@verizonwireless.com>

nflood09

When looking at my account online where it list my devices, it shows my

phone as nothing and doesn't recognize it as the S7 but when I click on my

wife's it tells me what type of phone it is and has the picture of it on

there as well, mine has no picture.

Also, if I go to "Support My" then "Learn About My Device" and then click

on "troubleshooting" and try to click on my phone it says "troubleshooting

is no longer supported for the device you selected."

And when I go to manage connected devices it only lists my wifes phone and

says it is the compatible primary device and doesn't list my phone at all,

when my phone should actually be the primary phone on the account.

Finally, under products and apps it shows my phone listed as not compatible

for several of them and my wife's it shows as compatible

Again we bought both phones at the same time and they are the same phone

other than one is the gold one and the other is the black one.

pacmusicman

I would take the phone back again to the Verizon Wireless store and show the additional clues to the rep.

nflood09

Yea I actually plan on doing that today

nflood09

I actually got the issued fixed, I had a bad SIM card they changed it out

at the store and all is well now.