IPhone XS poor call quality

[vandaluz03]

Lately i've been having call quality issues with my new IPhone XS. The caller's voice would sound distorted/robotic. Other times their voice would fade into the background. I've tried every scenerio to possibly fix the problem. From switching 3 phone cases, toggled between having noise cancellation on/off, toggled between having cellular LTE voice & data/data only and reset network settings multiple times. I do have IOS 12.1 already installed and still no luck. Is this a hardware issue? Network issue? Has been very frustation to decipher every phone call conversation.

[PatrickL]

I’m having the same problem at work zip code 12180. I cannot get a clear connection on My new iPhone XS. Callers cannot hear me and I frequently drop to no service or one or two bars. My iPhone 6s Plus has no issue with calls. I use the phone for work and this is a serious problem.

[andrewt_vzw]

vandaluz03,

A new phone needs to have high quality calls you can rely on. We certainly don't want you unable to connect or get a good connection. We're here to help. What is the zip code where you're having this issue? Do others have similar issues in this location? Does this effect all calls or only certain ones?

Plindsley,

Dropping to no service is always an issue. We want to make sure you can stay connected. I checked your area and I mostly show strong service. How often is this happening? Does it only happen indoors or outside as well? How do data and texting work in that location? How does service work in other areas?

AndrewT_VZW

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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!!

[PatrickL]

Issue is worse indoors. Intermittent static on the line heard from the other caller. They can’t hear me very well at times.   Verizon reset the network.  It helped some but call quality is not as good as a test I ran on a 6s. I put the sim in another phone and also experienced some static.  

[JACWHI18]

I am having this problem as well. Calls start out crystal clear, then about 7-10 min later, the caller complains that I sound robotic and distorted. On my side, the sound is very broken and robotic. If we hang up and call back, same thing occurs: starts out perfect and then becomes robotic again.

I, too, have tried every scenario: bluetooth off, Apple watch in airplane mode, wifi calling off/on, noise cancellation on/off, reset network settings, did all the updates.

This is not working for me, as I use my phone for business.  My iphone 8 never had these problems.  Zip is 66013.

[vzw_customer_support]

We understand your concern to get the best call quality and service, JACWHI18. We want to figure out what is going on. Is this happening at every location? Is there any voice distortion if you record a video, or use a voice recorder? Is this happening to all calls made and received? Are any other Verizon devices in your area having the same issues?

JavierMD_VZW
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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!!

[JACWHI18]

It doesn't matter where I am - home, driving in my car, sitting in a park...after 7-10 min., call degrades into robotic and poor quality.

[vanessas_vzw]

This would absolutely be challenging to deal with, JACWHI18. How long have you had this phone? Have you had this problem since you've had it, or did it recently change?

VanessaS_VZW
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[vzw_customer_support]

We appreciate the details provided JACWHI18. This is a great device and want have a great experience on your calls. Did anything change on the phone when the problem started? Are you using a case or screen protector on the device? If using a screen protector have you tried removing and try making calls?

AlbertoR_VZW
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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!!

[JACWHI18]

This issue happens no matter where I am. I don't think it is a signal strength or locality issue.

[lad756]

It is the phone itself. Google all the complaints about the Xs. Apple knows there is a problem, per the tech guy at the Apple store. You are not alone. You would be better off to go back to the Iphone 8. Apple will just keep pushing out updates to the Xs which usually make their phone problems even more buggy. Not sure about the Xr, but I find it interesting that is the X phone that Apple is focusing a lot of their ads on now, and the Xr is actually a step down from the Xs. The difference between the two is so minimal the phone owner would hardly notice. The screen is different (lower pixels by a smidge), and few other things. Does it have the same problem as the Xs? I don't know since they just released it. This may be one time it is not Verizon's fault

[PatrickL]

I believe this is an Apple problem with my XS. My fiancé has a 6S

purchased in March 2016 and doesn’t have any trouble. We visit place all

over Albany, NY area and she has a better signal and call quality on her

phone with trade in buy one get one deal I’m paying under $600 per phone.

It’s still too much money for a xs that has poor call quality. The upgrade

in camera feature etc. just isn’t worth it. I considering a cheaper xr but

it felt clunky in my hand. I use my phone a lot for work so call quality is

my number one concern.

[JACWHI18]

I agree -- paid way too much to only be downgraded. Has anyone been successful in getting Apple to replace the phone?

[ryanco_vzw]

Plindsley,

Having a properly working iPhone XS for your work is essential, and I wouldn't want to see you have to go into a different model device due to this calling concern you are having. It's important to get the value out of the device you originally purchased, so let's turn this around for you as quickly as possible.

I know you mentioned earlier in this conversation that this happens at work, and most recently stated it happens all over Albany. Can you please clarify when, and how often this is happening? Do your calling concerns stay consistent with indoors being the main culprit as you stated before for work? How are your other services working for you (data and texting)?

RyanCo_VZW

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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!!

[PatrickL]

It’s a problem indoors wherever I go. I usually can make calls inside

Target at 12304 with my old phone. With the new phone the calls break up.

Data and text take longer intermittently.

On Sun, Dec 23, 2018 at 9:42 AM ryanco_vzw <forums@verizonwireless.com>

[akanem_vzw]

Plindsley, thanks for the helpful insight. Seeing that all the clues necessary to understand your indoor calling issue and lag in data and texts have been collected and a factory data reset has been done, I would like to get in touch with you to review your replacement options. I have sent a message to your inbox. Please reply to me there.

AkaneM_VZW

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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!!

[vandaluz03]

So after a month now of multiple things that Verizon stated i'd try, still no luck with getting better call quality. What's worse is that FaceTime on the IPhone Xs isn't any better. I figure since i can't properly talk to my gf, i'd try video chat, wrong. Very grainy video and constant "Poor Connection" pop up during chat. At this point i pretty much have given up on figuring if it's hardware issue, Software? Or just network in general. Would have been nice if Verizon sent a replacement to see if it would make a difference. Not going to lie, Verizon has the best coverage by far. But what's good of that coverage if the quality is that of Sprint? Guess i'll be making some decisions during tax season. Good luck on trying to figure yours out bud, hope it works out for you.

[vzw_customer_support]

We definitely want all of our customers to experience wonderful service, vandaluz03. We want to help with this. What are the steps that you have tried? What kind of signal do you get when you try to make these calls?

ElizabethC_VZW
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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!!

[vandaluz03]

Everything that was in my original post and then some. You guys even stated that you were sending some tech help around my zip code to "diagnose" the issue and check signal strength. I already went through with this a month ago with multiple of your guys employees and stated would get back to me but never did. Signal? i would have an average of 2-3 bars during my calls. Don't get me wrong, i'm not bashing on Verzion's name. Been with you guys for 4 years and had no issue up until now when i decide to upgrade to the IPhone Xs.

[vzw_customer_support]

Vandaluz03, thank you for proving us that insight to the current situation. We can certainly take a closer look into the service within the area to see if there are any active alerts. Can you please provide us your ZIP Code?

JoseL_VZW
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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!!

[vandaluz03]

Zip code is 94513. But this isn’t a localized problem. Happens anywhere. At work, friends house, gf house, indoors and outdoors.