Iphone XR dropping calls

[stb267]

Two new Iphone XRs, and both keep dropping calls immediately after connecting to caller. Within 2-3 seconds.

Seems to happen when leaving tower range? Will only work if I power phone on and off, then it will accept calls until I leave the area again.  It happens everywhere, every city, inside/outside, day/night.  Also loses internet signal, until I power phone on and off.

Talked to Tier 2 customer service twice.  Opened trouble ticket and they sent me a text a week later stating they determined I have "good signal strength" and suggested I "buy an extender".  Called Tier 2 again and asked to resubmit ticket and apparently they are refusing to look into matter further.  They are washing their hands of it while I continue to get dropped calls.  It's a joke.  And it's dangerous.  What if I need to call emergency services and can't connect?

It seems to be a system error.  Never had this problem with Verizon before.  Been a customer since they started business.  Been in same house for 20 years.  No problems until buying the Iphone XR in December 2018.  Ended up trading it for another one in case the first one was damaged.  The second Iphone XR is doing the same exact thing.

Tried all the resets via customer service.  Tried enabling/disabling LTE.  Tried voice/data on and off.  Tried data only.  Tried voice only.  Nothing fixes the problem.

The only consistent pattern seems to be dropping calls after traveling down the road.  Also seems to only happen when calling other Verizon customers.  People with other carriers like ATT and TMobile are usually able to connect to my phone.

It's not the service area signal because other family members can get a signal with their IPhone 6S and IPhone 5C.

I'm so sick of this, and not getting anyone from Verizon to take initiative to search out the problem. Ready to switch to AT&T.

[vzw_customer_support]

stb267,

We value your loyalty and certainly don't want to see you go anywhere else. I know how important it is to have service you can count on. You've been through a lot trying to get this solved and I certainly appreciate it. I want to make sure we get to the bottom of this. I've sent you a private message. Please reply when you can so we can fully assist you.

AndrewT_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!!

[fjohansing]

I also have this issue, do you mind sharing a solution so this forum can be helpful to others? 

[Bobby-2]

I am having the same problem.  My iphone drops calls.  Same symptom all the time when it happens.  Person calls, I answer, 2 seconds later, it drops.  I replaced my first iphone xr.  The replacement has the same problem.  Any future replacements will be with a different phone or Verizon itself.  

I might have to restart my phone many times a day as a pre-emptive measure until this is resolved.

I am really unhappy.  I had three iphones before: the 4, 5s, and 6 plus.   None of them had the drop call problem this one does.

[vzw_customer_support]

Bobby-2, having your calls drop out is not the way to start your weekend. I want to make sure we can figure out why this is happening, and ensure you don't have any trouble making calls going forward. It would be disheartening to see you leave the VZW family because of this.

One of the first things we want to do is establish where this is happening. Are you having these dropped calls in one location or several? Does it more happen indoors or outdoors? How often do the drops occur?

JohnT_VZW

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!!

[mfancy]

I am having this issue as well. It drops calls, my calls don't come through and people ask later why I'm not answering, and I just got messages from last night from family members that I should have gotten long ago. What can you do to fix this? I've paid a lot of money for this phone and am being billed for unlimited voice and data, when it turns out it's extremely limited

[vzw_customer_support]

mfancy,

We are sorry to see that you are also having the issue with your iPhone Xr dropping many calls. We know how frustrating it can be, especially because you want to be communicated with your loved ones. Late messages can also be a bothersome issue, so let me ask you some questions to get to the bottom of this. Does this mostly happen in a specific location? If so, is it indoors or outdoors? Also, do you know if it happens to other friends and relatives of yours that have Verizon? AnnaG_VZW

[vzXsDROPSCALLS]

Verizon:

THIS IS NOT A LOCALIZED ISSUE

Every person reporting this issue has experienced it in multiple locations. I live in Los Angeles, and it happens everywhere. I am currently in New York (in an area where I have full reception bars) and it just happened to me again, which is what prompted me to join this forum and write this post.

Your constant responses asking for zip codes and cross streets are either a diversionary tactic or completely misguided. 

You are clearly experiencing a software issue with iPhone XR and XS owners. The issue is specific to these models and it is occurring all over the country. 

Please stop wasting time and escalate this issue internally to the appropriate software teams so that they can properly run device-level diagnostics to identify the software issue and create a PERMANENT SOLUTION (not "toggling Airplane mode on and off" or "hard resetting the device").

Enough of this useless back and forth. If you wish this forum to be a legitimately meaningful and effective venue to identify solutions, then make it so. 

[debv71]

Exactly the same here.

[vzw_customer_support]

Thanks for your inquiry, fjohansing. I am sorry to hear you are experiencing the same issue with dropped calls, especially since I have the XR and it works perfectly. One solution we can provide is to use WiFi calling when available. If we have to reset something to your specific area, we have to send a private message, to safely access your account. Here's a link to help with more troubleshooting questions for the XR: https://www.verizonwireless.com/support/apple-iphone-xr-troubleshooting/#/main/device/&MT322LL%252FA....

TinaN_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!!

[Rjohns37]

I have been having exactly the same problem. Shut down the phone and restart then it’s fine. But soon goes back to doing the same thing. 

[vzw_customer_support]

We are sorry to see that you are having the same issue with the phone calls dropping on your iPhone XR, Rjohns37. We know what a hassle it can be to deal with this type of issue, especially if it is a new device. Please go ahead and use the following link for the troubleshooting steps for you iPhone XR: https://www.verizonwireless.com/support/apple-iphone-xr-troubleshooting/#/main/device/&MT322LL%252FA.... If you have already completed all of these steps, please let us know so that we can investigate this further for you. 

[Bobby-2]

I had the exact same problem with my iphone XR.  Someone would call or I would start one.  When the other party answered I would hear two beeps and the call dropped.  Restarting the phone worked fine for while but the problem returned after a few hours or days.  I replaced the SIM card, then the phone itself but the problem persisted.

Finally, I decided to disable what Verizon called HD Voice aka VOLTE.  Use the following steps to accomplish this:

1. Tap Settings.
2. Tap Cellular.
3. Tap or slide the Cellular Data switch to on (switch will be green)
4. Tap Cellular Data Options.
5. Tap Enable LTE.
6. Tap  Data Only  .

I have not had any dropped calls since.  Give it a try.

[braudio]

Thanks for the tip - will give this a shot.  Such a frustrating issue!

[vzw_customer_support]

braudio, sounds like a plan! Please keep us updated on how this step works out for you.

AkaneM_VZW

[0328]

Just asking for an update? My 14 days to return this phone ends tomorrow so if this really works I can save myself the hassle. So have you still not had any issues after switching to just data only??

[vzw_customer_support]

0328, it's important to us that your new iPhone XR is working as expected. I welcome the opportunity to address your inquiry. Per the thread, I do show where it was recommended to disable HD Voice and just enable the LTE (data only). Since this option does prevent voice and data from being accessed at the same time, we don't usually encourage this option but a software fix may be needed to address this matter. Can you advise if disabling the HD voice has worked for you? 

EbonyR_VZW

[2Breezy]

I am having/been having the same problems with my two new XRs I’ve had since end of January,  Verizon wants to give me refurbished phones. Is that how it was for you? 

[vzw_customer_support]

2Breezy,

We understand how important your phone is and how a dropped call can cause a headache for you. Your phone warranty covers any manufacturer defects as long as there is no damage to the device. The warranty process gives you a like new device. Did you already have your device replaced? You also have the option to visit an Apple store to have the device repaired, but that may take some time.

JenelleR_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!!

[RyanM41]

So let me get this straight.  I buy an $800 phone from you.  Less than a month into having it, I've had nothing but problems with dropped calls and Verizon's solution is a "Like new" replacement?  This seems like a problem with the XR or software.  Either way, I would not be happy with a "Like new" replacement.  

[mramey]

I’m having the same problem. Three family members have the XR, all have the same problem!!! Fix this problem!!!