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Calls not merging after iOS update on iPhone 15 Pro

The call merging function no longer works, although it is a feature I frequently used without any prior issue on this phone. When attempting to merge calls, I encounter the following issues:

Merge calls button does not work; no action results from pushing the button from the call screen
Current call is dropped to switch back to the other line

I am using an iPhone 15 Pro (iOS Version 17.1.1).

Comments

Verizon_Support

Okinawanprince, we're sorry to hear about the issues you're experiencing when trying to merge your calls, and definitely want to make sure we help find out what's going on. To better assist, we'll be sending a Private Note.

~Izzy

Okinawanprince

After providing additional details via private messages, I still haven’t had this issue resolved by Verizon. Is someone still looking into the solution? Please respond so I know whether this feature is accessible.

Verizon_Support

Hi Okinawanprince, I'm so sorry we seemed to have missed your last message. Has any other troubleshooting been done since this started? When were you last able to successfully merge calls?

-Melissa

Okinawanprince

Thanks for circling back here. A solution has not been provided. Is Verizon still looking into a solution?

kaylapetey

Also having the same exact issues… with no response. Most of my work is done this way

Drewmcc

Having the same problem. Did anyone find the solution?

Drewmcc

Really need some help with this!

Verizon_Support

Hey there, Drewmcc, thanks for reaching out about call merging. When did you start running into an issue with this feature? What is happening when trying to merge calls?

-Lauren

Verizon_Support

You got it, we can help! When did you start running into an issue with this feature? What is happening when trying to merge calls?

-Deb

DeyBeLikeLito

I’m having the same issue. I can’t merge calls. When will this issue be fixed?

Verizon_Support

We want to take a look at this issue. Is your device up to date? Have you been able to merge calls on this device before? ~Peter

Sheetl

Has anyone come up with a fix for this issue, as I still cannot add someone to a call or merge calls.

Verizon_Support

@Sheetl
wrote: Has anyone come up with a fix for this issue, as I still cannot add someone to a call or merge calls.

We want to take a closer look at your issue. Can you confirm for us if your device has the most recent software version? Have we completed any troubleshooting with you so far? If so, can you share the steps that we have had you to try? Additional Troubleshooting steps can be found using the link below and selecting your device.

https://www.verizon.com/support/devices/

-Andi

tokoro

I am having this same issue where I am unable to merge calls on my iPhone. This was never a problem until about a year ago. But here is the more mysterious part. I CAN merge calls when the lines are two residential lines. However, I CANNOT merge calls when one party is a business line like an 800 customer service line or a line that first answers with an automated customer service menu. It is almost as if Verizon has conferencing with 800 numbers switched off in my carrier settings. Can someone from Verizon message me and switch on all conferencing options for my account to restore this capability? Thank you so much.

Verizon_Support

Hello, tokoro. Thanks so much for reaching out. Help is here. Just to clarify, are you stating that you want to conference a phone call with an 800 number? What happens when you attempt? Is there an error message that appears on the screen? What exactly happens?

-Natasha

tokoro

Hello and thank you for your reply. Yes, that is what I am stating. I am no longer able to conference 800 numbers with the Merge Calls feature. Merging 2 residential phone calls work fine. When one call is an 800 number or a customer service line with an automated menu, the second call is always dropped when I try merging calls. I will just be brought back to the first call but without all 3 of us being conferenced. The 800 number is no longer on the line, not even on hold, and it is all extremely frustrating.

Cheryldroberts

This is the same for me and I need this feature for work calls it has become very much of an inconvenience ever since I updated my phone.

Verizon_Support

We're sorry to read about this issue. What happens when you try to merge calls? ~Peter

tokoro

I will share with you what I was able to find out from Verizon after a frustrating 12 hours of AI Verizon bots disconnecting me along with closing my tickets prematurely and reopening tickets to finally get an answer. At long last, an actual human being took the time to read and understand the problem I reported here in which I can’t merge 800 numbers into a conference call with another party. 12 hours later in what was the worst customer service experience I’ve ever had, I was finally told that Verizon no longer offers the feature to merge calls with 800 numbers. It’s not the phone at fault. Verizon as a carrier made the decision to no longer allow 800 numbers to be merged calls which still remains incredibly frustrating to me as I need to make calls to them with my elderly mother on the line because she needs my assistance. I’m not sure who has the ability to restore this feature but I sure hope Verizon does this one day.

GmaSue

Thanks for posting your response. My iPhone 16 PM has been able to merge calls from 888 numbers until last night. It was a great service and I will miss it. I hope Verizon returns this service in the future and posts a reason why it was discontinued! I thought they were all about connecting people!???

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