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Call Dropping
CharlesBB
Member

I know there are a lot of messages on this topic, but I’m not seeing any reports of resolutions and this issue is killing us. We’re in 32219 zip. Since about April 2020, we are having continuous (every day) problems with dropped calls. Sometimes you can have a 20 minute call and it drops, most of the time it drops every couple of minutes. We have 2 Verizon network extenders in the buildings, Xfinity 300mbps internet. Calls drop exactly the same if we are on the extenders or outside away from them. We now pre-apologize to our customers and tell them we are on Verizon and the call will drop a few times but we’ll keep calling back. We have iPhone 12pro’s which we just upgraded from iPhone 11’s to try to fix the problem (it didn’t), but it also does it on my spare iPhone 7. We have the latest iOS 14. We have wifi calling on and strong wifi everywhere on the farm, doesn’t help. I talked to an Apple rep while ordering the iPhone 12’s and she said the problem is the Verizon hasn’t updated their carrier settings for 5G service, too busy rolling out 5G. That doesn’t seem right but I am having major problems with Verizon’s part. It also happens sometimes in other parts of the city, but not nearly as much. I’ve had Verizon for about 20 years, came from Nextel. I’d like to go back to the was things were before April 2020.

Re: Call Dropping
9wood
Sr. Member

I'm in similar situation getting nowhere with Verizon just same excuses they don't seem concerned at all

Re: Call Dropping
Tin10GMO
Member

Same situation here. Calls dropping constantly for the last few months. Had to call my mom back 3 times last night. Hoping that enough people reach out to confirm that Verizon is having a major service issue.

Zip code: 32233

Re: Call Dropping
CharlesBB
Member

Its been a month since my original post on our experiences with our Verizon wireless service. Here's an update... No Change. We still have fairly frequent periods of call dropping. Seems once it starts it runs for awhile (can't make calls, calls immediately drop or they just drop every minute or so). Happens on our iPhone 12's and iPhone 11. After my original post, Verizon reached out to me with a private message and over the course of 2 or 3 days we carried on about a total of 10 minutes of communication. They said we can't use WiFi calling with our network extender, so we turned WiFi calling off on all the phones. No change. We stopped trying to make calls when inside the buildings (where we have network extenders) and only make them outside, where the phone shows 3 or 4 bars and 5G coverage. No change.

Occasionally we can make a call that lasts for more than an hour, maybe every couple of days. Mostly the calls will drop after a couple of minutes and sometime you can't call back for awhile as it keeps says Call Failed. When the call failing starts we try to quickly check to make sure we aren't in range of one of the network extenders but even calling #48 gets a call failed. When it does go through it says we aren't in network extender coverage.

We are adapting to life with expensive flaky Verizon 5G cellphone coverage and expensive Apply iPhone 12 Pro's, since we've been putting up with this nonsense for nearly a year. We think Verizon must have taken 5G out of the oven before it was fully cooked. We still always start business calls with a quick apology to our customers, telling them we have Verizon cellphone service and the call is going to drop a few times but we'll call back as soon as we can.

We once had to call ATT for a change to our landline and the call kept dropping but fortunately they would call us back. We explained we have Verizon 5G service and they made a hard push to get us to switch to ATT wireless. We did give it some thought, how much worse could it be? But we elected to stick with our current torturer. Can your hear me now? Oh, CALL FAILED?

Re: Call Dropping
vzw_customer_support
Customer Support

Welcome back, CharlesBB.

We're sorry to hear this is still an issue. I see from our previous conversations that no one interaction has been completed. No carrier is able to guarantee coverage indoors. As your service is optimal outside that lets us know this is not a network issue but rather interference from the materials the building is made of. Are the network extenders on your account? 

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Re: Call Dropping
CharlesBB
Member

Verizon considers frequent dropping calls outside to be "optimal"? I think I said the problem is the same whether we are inside, or outside, on network extenders or not on network extenders. It doesn't seem that you all actually read the details that are posted. I don't think the network extenders have any relationship to the problem. In the past, I tried turning them off for a week and only making calls outside, No Change, Same Problems. With that being said, I bought my $250 network extenders directly from Verizon, so I would hope they are on my account. I would agree that no previous interaction came to a resolution. Every day or so a new person would contact me and ask questions about details of my problem, that are all in the original post. I think this problem is way bigger than my individual experiences, so asking me if I changed my router or turned WiFi off, etc. is really going to take me no where. Before I reached out to Verizon I tried about everything I could in the settings of my phones, including getting new phones. Nothing affected the frequency of the problem. I did this for 8 months. The only common factors that I can see, is the location in Jacksonville where I am, which would most likely translate to a Verizon cell site issue. And all my phones are Apple. We don't recall the problem happening often in other parts of town, but we don't make/receive many calls when away from out home area.

Re: Call Dropping
vzw_customer_support
Customer Support

We appreciate the insights and would like to take a closer look. Please reply to a Private Note, so we can further assist you.

 

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Re: Call Dropping
Roch1
Member

Customer support your reply to Charles BB 3/06/2021 is just an excuse when you do not have an answer.  This is unacceptable.  Most of your customers only have mobile service, no landline and your explanation is its the building materials in our homes blocks the calls.  My Note 5G has the same issues.  Now what?    The 5G phones are advertised to withstand these issue which is why Verizon is pushing to upgrade.  

Re: Call Dropping
CharlesBB
Member

Here's an update... our problem never got resolved or even worked on that we can tell. Our solution was to turn 5G off on the iPhone 12's (set to LTE instead) and go outside to make or receive phone calls (we're in Jacksonville Florida). It also helps to have really low expectations, then you are less likely to be disappointed or annoyed. The past year and a half has shown me that the communications infrastructure (cable and cell) in north Florida has pretty big gaps, for remote workers. 

Re: Call Dropping
vzw_customer_support
Customer Support

Our number one priority is to provide you with the service you need. Do you have HD Calling enabled, as well as utilize Wi-Fi Calling? Are you only having issues with your calls?

EllisandraC_VZW