Dropped calls in house while on WiFi

[NorrinRaddical]

Ok, I've been reading up on this but I haven't seen my exact scenario: Im in zip code 11747 with an iPhone 8.  CELLULAR service in my home (and in my entire area for that matter) has become horrible--in the house it bounces between 1 and 2 bars.  Dropped/poor quality calls aplenty. I initially thought that when the phone was on WiFi that calls wouldn't get dropped/bad reception, but that wasn't the case as, apparently, the way it works is that the phone will jump to LTE if the WiFi signal is less than optimal and/or there's at least one bar on LTE.  Forget about 3G--that's just a synonym for "No Service".

So, I then changed the setting on my iPhone to "WiFi Calling on this iPhone", which caused the "VZW Wi-Fi" wording to appear in the upper right corner, even though I was already on the WiFi--for some reason, you have to turn this on to "really" get WiFi or whatever VZW Wi-Fi is (as opposed to simple "Wi-Fi).  Or so I thought.

Now, despite being on WiFi AND "WiFi Calling on this iPhone" on, I STILL get dropped calls.  I notice that when I am in this configuration that the VZW Wi-Fi words will come and go, i.e., sometimes it's there, sometimes it's not--it fluctuates.  What I did notice is that when I have a dropped Wi-Fi call it's when the VZW Wi-Fi is NOT visible on my screen.

So then I put the iPhone in Airplane mode (while "WiFi Calling on this iPhone" is on) and no more dropped calls.

Great, right?  Not really--why do I have to go to the trouble of putting my phone into Airplane mode for "WiFi Calling on this iPhone" to work and not drop out?  I hate being in Airplane mode as I am unable to receive text messages from non iPhone users.

Anyone?

[vzw_customer_support]

Oh my goodness, I'm so sorry to learn of the issues with dropped calls and poor call quality. I understand just how fundamental a good calling experience is and I'd be happy to troubleshoot this with you so we figure out a solution. We don't show any network issues in that area you mentioned so I'd like to gather some more information and provide some troubleshooting steps. Have you tried deactivating Wi-Fi calling and then re-enabling it? Is the operating system on your phone up to date? You can check by going to settings, general, software update. If an update is available, please have it applied. Also, please try restarting your phone if you haven't already. 

Ryan_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[NorrinRaddical]

You asked:

1) "Have you tried deactivating Wi-Fi calling and then re-enabling it?" Yes, numerous times. 

When I'm on Wi-Fi calling AND NOT on Airplane mode, calls are dropped/garbled, although it's not as bad as just relying on cellular signal.  The only combo that works consistently is Wi-Fi calling ON and Airplane mode ON.

2) "Is the operating system on your phone up to date?"  Yes.

And this issue affects ALL cell phones (all iPhones) in the home.

[vzw_customer_support]

Thank you for the additional information. If the issue is affecting all devices in the home, this may be due to the building itself as certain building materials, or outside structure, or foliage can affect your devices signal. In order to determine the cause we would need to look into the network. Please reach out to us on Facebook, or Twitter for further assistance with this.

Alfredo_VZW

Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Noelbw]

This problem of dropped calls using Verizon WiFi calling started only a week of so ago for both my wife's and my iPhones. I have an iPhone X and she has an iPhone SE. Previous to this, we had excellent reception using Verizon WiFi calling for several years. 
I suspect the problems may have arisen with recent iOS updates. Or perhaps an update on Verizon's own software? I would hope software engineers with Verizon would investigate.
Noel Waechter 

[StephenSegari]

This is happening for my wife and I as well, and it just started a few days ago.  It has to be an update either with iOS or Verizon, as we are both on different accounts, and it is happening on all devices.  I have an iPhone 11 Pro Max, she has an iPhone XS MAX.  Very frustrating.

[vzw_customer_support]

It is normal that WiFi Calling does not function when a cellular signal is present. WiFi Calling and Cellular technology are unable to hand off calls, as the technology is going through completely different channels. As wadeo307 mentioned, you must either be using cellular or WiFi only to make these calls successful. This is normal function, as all phones will prefer the cellular frequency when available and disconnect the WiFi call to change networks. Entering Airplane Mode and then starting your WiFi should not impact text messaging service, as this service also works through the WiFi Calling protocol. As long as you've successfully set up your WiFi Calling feature and used it in the past, you'll get all messages as long as settings are correct. It is not uncommon for updates to change a setting in a device to a new default. You may need to review settings to correct the problem. Please ensure that you WiFi Calling is turned on and that it is not needing to be re-initialized. You'll find setup information here: https://support.apple.com/en-us/HT203032

EricW_VZW

[donaldp]

mine started about the same time as you and right after Xfinity had upgraded my WiFi router. 

I upgraded my iPhone software. 

still having this issue. Causing big problems for me. 

[vzw_customer_support]

Hello donaldp,

Wi-Fi Calling is a great benefit with your cellular service is not ideal when indoors. What exactly was upgraded with your home Wi-Fi provider?

ChristopherM_VZW

[Catmhawk]

Same problem here and Verizon support was useless. 

[Catmhawk]

Funny. I tried to edit my comment and the system said I ran out of time smh. Full comment here: 

Same problem here with recent dropped calls or people not being able to hear me. I work from home so my cell phone is critical for work. Verizon support was useless in helping and then asked if I was satisfied with the support. Of course not! Never had this problem with AT&T and am considering switching back. 

[vzw_customer_support]

Catmhawk, we're saddened to read that we haven't been able to help you with the dropped calls. Let's turn this around so we can keep you our valued customer. The thread you are commenting on is that you have dropped calls while on Wi-Fi. With you being on Wi-Fi, that is not something that Verizon Wireless supports. We are here to support the set up of the Wi-Fi calling feature, but we cannot troubleshoot why you are dropping calls while connected to a different network.

We can definitely troubleshoot any dropped calls that you are having when you are not connected to Wi-Fi. However, all wireless providers are not able to guarantee indoor coverage due to many factors that are outside of our control. Do you have any dropped calls when you are outdoors? What Zip Code are you in? AliciaD_VZW

[KCrook10]

My wife and I (along with several neighbors) have been having this same problems over the last few weeks. We get very little signal and calls are constantly being dropped from our iPhone's. I finally got WiFi calling to work, but had a quick question. If I'm on a WiFi call and leave the home, will the call get dropped when I'm off my home WiFi, or will it switch over? 

Thanks

[KCrook10]

This is actually the 2nd time Verizon support was going to call me back after I made some updates on my phone and I received NO phone call. I'm getting ready to make the switch to AT&T unfortunately.

Now I can't ever get the WiFi calling button to remain checked. It makes me fill out my address and then will not remain checked every time I try. This is getting old Verizon! My wife and I have awful service in our house and it was never the case as of a few weeks ago.

[vzw_customer_support]

We are very sad to hear that you have not gotten great service with us, where you are located at, KCrook10. We are here to help.

Typically, the Wi-Fi Calling would drop calls when leaving Wi-Fi when the call is started on Wi-Fi Calling. However, that is not always the case, it can stay connected as well.

Are you only having the issue with calls while inside your home or do you have the same issue when outside too? What city/state are you located at, as well as the closest cross streets?

StevenG_VZW

[rosinml]

I live in a home where the cell phone connection is very bad (usually no bars, but occasionally one or two bars), so I use Wifi for calling on my iphone 11.  It usually works very well, with a clear connection when I use Wifi for calling.  However, occasionally the call drops, even though the connection was very good right up to the time the call dropped.  Then when I try to call right back, sometimes I get a message on my iphone screen that the "Call Failed."  If that happens, I usually am able to reconnect in less than 5 minutes.  All of this happens when I am in the same room as my modem/router (about 15 feet away).  I always have my ios updated.

What can be done to fix this problem?

[vzw_customer_support]

rosinml, thanks for reaching out today. We know the importance of needing to be able to stay connected to phone calls while at home. How long has this been going on? Have there been any changes to your device recently (new apps or software)? KevinR_VZW

[mbhn5204]

I have the exact same situation. A very knowledgeable Verizon tech is sending me one of these: https://www.verizon.com/products/verizon-lte-network-extender as a loaner without charge.

Hopefully, this will solve the problem.

[therealtwodogs]

Gotta love Verizon support responses:

Does it happen in and out of the house?

Where are you located?

What cross street?

What's your zip code?

Try this:  jump up and down.  Did that help?

Do you like ice cream?

What flavor?

Try this: jump and whistle.

Now jump, whistle, and pooted.  Did that help?

Must be your ISP.

[dp661]

Did the extended fix the problem? I can't figure out if I need to make my wifi stronger or cellular weaker so my phone stops trying to jump to cellular.  I'm worried about getting the LTE extender.

[KH-OrnEsh]

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.