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Apple iPhone repeated dropped calls and incoming calls going straight to voicemail
dynrat
Member

So starting back in October I started having repeated issues with dropped calls on my iPhone 11 Pro.  A 30 minute conversation had reached the point of 8-10 phone calls 3-4 minutes before dropping.  It is "around" the same time as my upgrade to iOS 14, but I can't be sure that is the issue.  It may only be a coincidence, but I gave Verizon the benefit of the doubt.  I waited several weeks for the usual bug fixes that usually follow a new iOS level to see if any would remedy my problem.  No luck.

So then my favorite part of Verizon's customer service.  You have to call *611 from your phone and wait on hold for forever.  Which is a lot of fun when you are having repeated dropped calls and don't own any phone besides the cellular.  So it would literally take hours to try and get someone on the line before it dropped or I would have to start all over again.

The day before Thanksgiving I finally got someone on the phone.  They walked me through a ton of menu and setup options.  All  of my setting were already at what was recommended.  I was told that my SIM was "out of sync" on the network end and was going to be reset.  To give it 24 hours and someone would call back to see if my issue was resolved.  Oddly enough that is when I discovered that not only was I dropping calls, but was not receiving all of my incoming calls since the phone never rang, didn't show a missed call, but I eventually received a notification that I had a voicemail from someone apologizing that I missed their call.

Spent the next several days calling to support to try and get this fixed.  Another frustrating part.  Each time I would call I would have to spend 30 minutes or so with level 1 support before getting escalated to level 2 and each time the level 1 support would walk me through trying all of the things that had already been tried.  Ugh!  Everyone was polite and friendly, but still frustrating.  Had several interactions with level 2 support as well.  Each time they would walk me through setting, do network resets, pull diagnostics, etc. but nothing has fixed my issue.  They finally had me go to a corporate store where my SIM card was replaced.  This had no affect on my issues.  I was eligible for an early upgrade so I went ahead and ordered a new iPhone 12 Pro.  I received it in 2-3 days.  From the start it had the same issues.

After about 2 weeks of diagnostics, setting changes, phone resets, a new SIM card, and a new Phone all with the same issue I finally got escalated to the tier 3 networking team and was promised I would either be fixed or updated within 48 hours.  So far that includes a text message each day saying that my ticket was assigned and I will be updated soon.  There is no actual update other than that I will eventually get an update.  

I've had Apple phones since iPhone 2 and have had Verizon since long before that.  I'm fairly certain that if things aren't resolved soon I'm done with both of them.

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Re: Apple iPhone repeated dropped calls and incoming calls going straight to voicemail
vzw_customer_support
Customer Support

Getting the help you need is a must and we are here to assist you. Please meet us in a Private Message for assistance. -Albert_VZW

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Re: Apple iPhone repeated dropped calls and incoming calls going straight to voicemail
dynrat
Member

Albert,

By Private Message do you mean an online chat?  I've done several rounds of online chats, live phone calls, and visits to a store for support.  My ticket number is NRB000010374873.  

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Re: Apple iPhone repeated dropped calls and incoming calls going straight to voicemail
dynrat
Member

So, oddly enough after posting here on this forum today I got a message...

"The review of your reported service issue is complete. Please click the link to see more details."

The less than amusing part is that it takes you to this rubber stamp video about how "While Verizon has the best network we found that the signal strength in your area is less than optimal".  

It gave me three options.  Turn on HD Voice which has already been done.  Turn on wi-fi calling which has already been done.  Then on top of that I can buy a network booster (at my cost of several hundred dollars).  Interesting that their idea is for me to spend more money than I already have on hardware that people at all levels of tech support that I have spoken to made quite clear may or may not resolve my issue.

I also find it interesting that I lived in this house for 7 years and 3 months before I had any sort of service issue.  In fact, if anything my signal should be stronger than ever since this spring as a result of cutting down several of the trees around my home.  In addition, this issue doesn't just happen in my home but when I'm out and about including in some of the largest cities in my state and in my building at work which has Verizon repeaters throughout since Verizon is our corporate provider.

Basically what I've been told is that I can spend even more money on hardware with no guarantee to try and get the service I was promised in return for the several hundred dollars per month I spend across the multiple lines on my account.  Way to go Verizon.  Great way to do business.

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Re: Apple iPhone repeated dropped calls and incoming calls going straight to voicemail
vzw_customer_support
Customer Support

We apologize for the confusion, dynrat. We want to gather more information about the particular issue you are experiencing with your iPhone and need to access the account. Please reply to the Private Note we sent to get started. We are standing by.

VictorC_VZW

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Re: Apple iPhone repeated dropped calls and incoming calls going straight to voicemail
dscorkish57
Member

I live outside of Charleston, SC and started experiencing calls dropping or going straight to voice mail at home about 18 months ago (no issues before then). I had an iPhone 11 and was told to reset network settings, then factory settings, and then to get a new SIM card. Finally a store rep (it’s impossible to get support online or by phone) suggested I get a new phone. Of course, this was after warranty had expired on my iPhone 11. I did purchase an iPhone 12 Pro ... same issues. Again I tried to get assistance online (all robo) to no avail. Then queued my number for call back ... three days later I’m still waiting. 

This is particularly frustrating as I have senior parents with health issues (86 and 88) and I need to be able to receive calls from them and their healthcare providers effectively. 

Help!

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Re: Apple iPhone repeated dropped calls and incoming calls going straight to voicemail
vzw_customer_support
Customer Support

dscorkish57 Having a reliable connection is essential, and I'm genuinely sorry to hear about everything you've been experiencing with us. I assure you I will do all the research necessary to get this resolved for you. Are you experiencing problems with any other services? Is this happening at home only?  Can I please have the nearest intersection to the problem location?

 

EvelynR_VZW

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