iPhone 5 Dropping Calls
gvill
Newbie

I've been with Verizon for roughly 13 years now.  Through numerous phones, I've always had great service - reliable, good signal, MAYBE 2 dropped calls in all those years.  I recently exchanged my old flip phone for an iPhone 5.  For the most part, I'm greatly enjoying the phone.  Except . . . it's dropping calls like crazy.  In fact, a couple of days ago, it dropped 9 times in a single phone conversation (I was ready to just drive to my friend's house rather than continue.)  I haven't had any issues with internet, e-mail or anything else, just phone calls.  However, considering this is a phone, that's a HUGE issue and extremely frustrating.

When the call drops, I can call the person back right away, but again - frustrating!
Any suggestions (aside from switching back to a more traditional phone?  Which I am about ready to do.)

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54 Replies
vzw_customer_support
Customer Service Rep

We want you to enjoy the most reliable performance from your new device gvill! What is your zip code? Have you tested the device in multiple areas? Do you power cycle it daily? This is important with a 4G device. In addition, all devices are designed equally in terms of signal strength and reception; however, each device may respond differently in a specific location.

JonathanK_VZW
VZW Support
Follow Us on Twitter@VZWSupport

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Manniesadie
Newbie

I have had several dropped calls in the past 2 weeks.  I have never had this problem.  It is only occurring in my home.  I have noticed on occasion the phone is switching randomly to extended network.  The phone is in LTE until I connect to a phone call and it switches to 1x......Please help!

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vzw_customer_support
Customer Service Rep

Hey there Manniesadie,

I'm sorry to hear about the dropped calls you have been experiencing. Let's get those picked up.

What zip code are you experiencing these issues in? Do the problems primarily occur indoors? The phone switching from LTE to 1x on while on a call is normal since the iPhone is not able to use data while talking on the phone.

Please provide additional details so I can better assist.

NicholasB_VZW
Follow us on Twitter @VZWSupport

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JANTP
Newbie

I am sure you know that this issue has not been resolved.  I had my phone since December (iPhone5s) and it started dropping calls about two months ago.  I was talked into the network extender as it doesn't drop the calls elsewhere.  I've had Verizon for over 14 years and never had this problem before.  The first network extender failed and I've received a replacement.  However, my calls are still being dropped.  I was told Verizon might have changed towers, but from the complaints I've heard here, that is not the problem.  What is Verizon going to do about this?  We all should be given phones that work without charge.

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eah3233
Newbie

I second this.  Me and another person....same issues.  One a 5s and one a 5c.  15656

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vzw_customer_support
Customer Service Rep

eah3233,

I am sorry to hear of the issues you are having with dropped calls. I see that your area may have network opportunities. Do you notice dropped calls everywhere you go? Did you have issues with service prior to the iPhones? Do you have issues indoors/out?

LindseyT_VZW

Follow us on Twitter @VZWSupport

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eah3233
Newbie

Never had problems before this iphone. It's all areas though there are certainly a few that is a virtual guarantee that the calls will drop. Indoors and out and often seemingly completely random.

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vzw_customer_support
Customer Service Rep

eah3233, thanks for the details. I want to make sure that we continue to troubleshoot your devices. Have you been able to reset the network settings on both the iPhone 5s and the iPhone 5c? You can do that by going in to Settings, General, Reset, then Reset Network Settigns. Once that is done, please power the device off for a good 5-10 seconds and power the device back on. Then re-try the calls. Please keep us posted.

KevinR_VZW

Follow us on Twitter @VZWSupport

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eah3233
Newbie

All of that has been done. This isn't an issue exclusive to me (us). Do a quick google search. I regret getting this phone.

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rcschnoor
Legend

eah3233 wrote:

Do a quick google search.

If only people would follow your advice by doing a bit of research BEFORE getting a phone. Unfortunately, Verizon has no control over how the phone operates. Apple has TOTAL control over the phone's software and hardware.

Unfortunately, people will quite often rush into a phone purchase without doing ANY research for the phone and then toss around "do a google search" on problems they are having with the phone when "doing a google search" BEFORE a purchase may have prevented the purchase in the first place.

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eah3233
Newbie

Well, sadly in this case, I was one of those people. Had Verizon not given the deal that they did, I'd not have gotten it. For what it's worth, no one I know that had or has the 4s has such issues.

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rcschnoor
Legend

eah3233 wrote:

Well, sadly in this case, I was one of those people.  Had Verizon not given the deal that they did, I'd not have gotten it.  For what it's worth, no one I know that had or has the 4s has such issues.

The 5s and 5c(or even the 5 for that matter) are completely different than the 4s.

Additionally, for what it is worth when performing that "google search" the hundreds(or thousands) of complaints for a phone such as the iPhone are but a very small percentage of sales of such a device. While it does impact you in a negative way, the majority of users never experience the problems you are having.

I never had any problems with an iPhone 5 I had, but doing a "google search" will result in many who have had problems.

Regardless, this is not a problem Verizon even has the ability to fix. That is for the manufacturer to remedy.

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eah3233
Newbie

Obviously. I think you are missing my point. I went on reputation. My previous phone was a RAZR MAXX and I hated almost everything about it. Seems like a great way to get a new phone would be to wait and see what I get and then buy something different.

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vzw_customer_support
Customer Service Rep

eah3233,

We want to do everything we can to make sure your device running smoothly. We suggest the next step http://bit.ly/19vT5qz and letting us know how it does.

AdaS_VZW
Follow us on Twitter at @VZWSupport 

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vzw_customer_support
Customer Service Rep

Thanks eah3233. Each device may respond differently in each location. This isn't to say there is anything wrong with the device, it is just the relationship between it and the radio frequency. Have you tested the device outside your home zip or state?

JonathanK_VZW
VZWSupport
Follow Us on Twitter@VZWSupport


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eah3233
Newbie

Tested it in many locations. Essentially, where other (none iphone5) phones would get a weaker but still usable signal, the iphone5s drop to nothing or next to nothing.

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vzw_customer_support
Customer Service Rep

Thanks for the additional information, eah3233!

Have you tried what Ada suggested, restoring the device as "new"?  What was the result after restoring the device?  I want to ensure we find a resolution for you.

AnthonyTa_VZW
Follow us on Twitter @VZWSupport

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eah3233
Newbie

No. Other people around me have done that and to no avail. I'm not going to do what I already know doesn't work.

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Dr_Porcupine
Enthusiast - Level 2

I reset the phone again and will see what happens. As I mentioned previously, this is my second iPhone 5s and the second to have this problem. The first iPhone 5s had the settings tweaked and/or reset two or three times by the Verizon techs, had a new SIM card installed, and I tried it without the case on it because they thought a plastic case might be blocking the signal (???). When I took it in the last time, they sent me to the Apple Store and the Apple people said the phone diagnostics looked fine, but when they looked at the data on the calls they said the number of dropped calls was far too high and decided to do a warranty exchange. Now this phone has started the same problems. Just a few nights ago, I dropped a call 5 different times in my normal 50 minute commute and I finally gave up when I got into Knoxville city limits with no service.

There is something wrong with the iPhone 5s and how it communicates with the Verizon network in LTE mode. There is no question this is the case and Verizon does not want to acknowledge it although it is easy to find multiple discussions of this problem on the web since the day the 5s was released.

Sent from my iPad

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eah3233
Newbie

What he said. Seems like Apple wants to blame Verizon and Verizon wants to blame apple. And we the customer get screwed!

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