Hey Everyone,
An iPhone 12 mini on my account has been having calling issues since day one. They have poor reception in the area they live (Raleigh, NC) so we tried wifi calling and we have a Verizon LTE Extender, that doesn't really work, it would still drop calls. People seemed to say this had to do with the iPhone 12's default band and that it would go to the "5G" band even in poor connection over choosing to connect to wifi calling or the LTE extender. I have no idea if that's true or not.
Then about a month ago they started running into this issue where the phone doesn't ring and doesn't alert them of missed calls. It rings twice and goes to voicemail for the caller. We have quadruple checked that do not disturb is not active. We have no idea what the issue is. The LTE Extender is still active but who knows if the phone defaults to that or not. Wifi Calling is usually active as well when this happens.
I've tried opening ports 500 and 4500 on the wifi network for the device but it doesn't make a difference. They have 200mbps down and 14mbps up with a wireless mesh network throughout the home.
Any help would be amazing, this has become a very serious problem as calls simply do not register.
Thanks,
Vanquished
Vanquished, we are terribly sorry to hear about the service experience you are having with one of your devices. We appreciate all of the steps you have taken so far in efforts to resolve this concern. Allow us the opportunity to further review. Can you please clarify if the service concern happens primarily indoors or everywhere you go? Also, can you please confirm that the device has the latest Software Update? Please go to the device Settings> General> About to locate the details.
This is primarily at home. It may be related to wifi calling or the LTE Extender that we got from Verizon. The dropped calls were happening before we got the LTE Extender and with or without wifi calling on but this no-ring/notify issue seems to be new since we got the LTE Extender.
Hi, Vanquished. Sorry to hear about the trouble. You've got a fairly unique situation there, because you've got some 5G signal coming in, but you also have an LTE Extender, and also have WiFi Calling active. The software in the phone is always going to try to connect to the highest priority signal, which is going to be the 5G signal. If the extender is in range, it will always connect to that next, and then only if the extender is out of range, should it be kicking down to WiFi Calling. However, whenever in WiFi Calling, if one of the other network types becomes available, it will switch again, and drop any current call. Whenever phones switch connection type, it can cause a period of "registration". This is basically the phone connecting back to the network and registering to receive calls. If you have very frequent signal switching, it's possible that this could cause a real problem for receiving calls. There's no way to lock 5G phones to LTE only, but you can try locking to WiFi Calling, which may completely alleviate all concerns. To do this, please ensure your WiFi Calling is active in your settings and then try entering airplane mode on the phone first. Then switch on the WiFi, and then wait a minute or so and see if the incoming calls work better. The one downside to this technique is you would need to remember to switch off your airplane mode when leaving home.
That's what I think the issue is but is there a way to make the extender broadcast in the 5G band? I don't think this house is in Range of mmwave, rather the 5G nationwide.
Unfortunately the wifi calling only won't work unless there is a way to make the iPhone automatically switch back when leaving the house (is there a way to do this on iPhone 12s?)
There was a setting in the iPhone that let's you choose 5g on, 5g auto and lte. We've tried auto and lte and the problem persists but maybe.
Is there a way to make the LTE extender broadcast the same band as 5g nationwide?
The problem that lead to the extender was dropping calls like you mentioned. It would go where the iPhone 12 could hear the other caller but nobody can hear the person talking on the iPhone and then it eventually drops. Then when we got the extender it stopped dropping calls as frequently but this issue with the no ringing started happening. The iPhone 12 doesn't alert that a call was missed at all and text messages inbound to the iPhone don't go through either at that point. Again the iPhone user has no idea that they are missing calls or texts.
The iPhone 12 is on the most recent software version.
Thanks
Issue persists
Definitely a problem with the LTE Extender.
Just called and the receiving phone was not alerted to a call.
The receiving phone is connected to the extender and has full service.
I am sorry for the hassle this has caused. Is the iPhone user able to make calls and send SMS texts as normal when connected to the Extender? Are other phones that you know of connecting to the Extender as normal?
The user is able to make calls and send texts. Seems to be only incoming has the issue. There are no other lines at this address though the extender often says 3 or 4 devices connected.
Thanks
Vanquished, thank you for sharing this information. Just to confirm, can you please let us know if Silent Mode has not been enabled https://www.verizon.com/support/knowledge-base-207239/?
Also, can you please dial *73 from this mobile device? They will hear a few beeps then the call will disconnect. Please retest and share your results.
The phone isn't in silent mode. This is an issue with the extender not sending calls to the phone. Are there ports that need to be opened or does verizon need to verify the extender or something? This is getting ridiculous.
Our only goal is to help you as much as possible and resolve this issue for you, Vanquished. We noticed that you mentioned in a previous message that your phone has the 14.4.2 iOS version installed, and our resources show that the current iOS version for the iPhone 12 Mini is 14.6. Please update your phone's iOS version and test.
AntonioC_VZW
The iPhone now has 14.6, I doubt this is the cause. As this issue has been going on even when 14.2 was the current update. I believe this is related to the lte extender or how the extender interacts with the iPhone 12 mini. The phone receives calls fine (though it drops calls a lot). We have unplugged the extender yesterday and the incoming call issue doesn't happen. The extender is needed for call quality though, the phone doesn't seem to stay on wifi calling and drops calls when moving towards the front of the house where it is somewhat in range of the poor signal from the tower.
We appreciate the helpful details, Vanquished. We understand this is important for you and we want to ensure your device has the correct settings when you connected to the network extender. Please disable the Wi-Fi calling on your device and ensure your device connects to the extender with this feature off. Please let us know if the issue continues with Wi-Fi calling off. https://www.verizon.com/support/knowledge-base-208397
GersonG_VZW
We've tries every which way.
Here's the situation:
Without lte extender - Phone rings but call quality is poor, phone does not stay on wifi calling. It goes to the poor cell tower reception as soon as it senses it.
Without LTE extender using airplane mode to force the phone to stay on wifi - this works, the phone rings and call quality is fine but this is a hassle to have to manually put the phone on airplane mode just to get it to stay on wifi calling
With LTE extender and wifi calling on or off (it makes no difference). Call quality is fine but there are no incoming calls, the phone does not ring.
We need a way to force the phone to wifi calling when available (tried the "use wifi when roaming" setting and that makes no difference) and/or we need the LTE Extender to be fixed so incoming calls work.
I'm sorry to learn that you have had the mentioned issuers with your device. I know how important it is that you have a stable dependable signal. I want to get to work on getting this issue addressed. Can you tell me the city and state that you are located in? Are any other VZW customers having the same issues with their devices?
Phone is running iOS 14.4.2
We have reset network settings a bunch of times and but it doesn't make a difference.
Thanks
This appears to be a common problem with the Askey LTE Extender and Verizon has not provided a resolution. There are a few theads in this forum with this same issue.
Verizon - please provide a resolution for this.
Hmm, I'm not sure this is the askey (https://www.verizon.com/products/verizon-lte-network-extender/)
But I echo the sentiment. Definitely need a fix
Vanquished, we are concerned to hear you are having trouble with the ringer on your device. Is this something that recently began for you? Have you attempted any troubleshooting steps thus far?
-Joshua
Just to gain clarity, have you checked to ensure your Do Not Disturb is turned off? Have you tried to Factory Reset your device?
Thanks for following up. We send you a Private Note, please keep us posted.
Start a new topic or ask questions in the open forum.
