XS Max dropped calls after answering (2-3 seconds)
martin48083
Enthusiast - Level 1

Seen a few threads regarding dropped calls on the Xr, however none on the XS Max. As stated, my XS max will suffer from "Call Failed" after placing OR receiving a call and the call is answered (2-3 seconds after answering). So far the only way to 'fix' this issue is to do a full reboot of the phone, but I've been having to do this daily.

For some background, this only happens during weekdays when at my work. The building I'm in does hamper signal quality to where I may lose data or drop to 3G, but rarely ever lose cellular service. I've received a few calls on my personal cell while at work only to have them drop and people think I hung up on them. The majority of my issues happens when I leave work and use my car system to dial my wife. I've since left the building and will be outside in a good signal area, but still have to reboot the phone to make any calls.

While this started out as a minor annoyance, this is a serious safety issue in the event I need to call 911 or contact someone quickly.

Troubleshooting efforts thus far:

  • Restart device (fixes issue for ~1 day)
  • Reset network connections - no help
  • Toggle airplane mode - no help
  • Remove and reinsert SIM - no help
  • Update iOS - always up to date, no help
  • Update carrier settings - no update available
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48 Replies
vzw_customer_support
Customer Service Rep

Thank you for the details and for reaching out to us through this platform. We'd love to assist you further with this issue. Do you see these same issues if you are outdoors? Do you have case to protect your device? If yes, does signal improve if you remove it?

 

- AbrahamS_VZW

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martin48083
Enthusiast - Level 1

Yes, I will be outdoors (in my vehicle) when the dropped calls are made. My signal appears to be fine when outdoors/in my vehicle and often carries 4G LTE without issue.

I have apple's silicone case on the device (a very minimal case in comparison to something from Otter for example). I have not noticed any issues with my signal with the case on or off.

I followed the troubleshooting guide on verizon's website and found that disabling and re-enabling HD Voice appears to have improved my situation for the last 2-3 working days. Any other advice is welcome.

vzXsDROPSCALLS
Enthusiast - Level 2

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. 

Clarinath
Enthusiast - Level 1

I started having these issues on my XS plus this morning.

 

Has there been any fix for the problem?

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vzw_customer_support
Customer Service Rep

Clarinath, dropping calls on your iPhone XS Max is not the experience we want for you or anyone else that's running into this issue with dropped/failed calls. Did you notice that this became an issue after any recent software update? 

 

Per our internal forums, we have submitted multiple examples and are currently working on investigating this issue. At this time we are working to determine the root cause.

 

 

AlanS_VZW

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Alexhatesapple74
Enthusiast - Level 2

My XS was doing this when it came new out of the box on day 1 before ANY updates. Does it is any state I’m in!

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Saikele
Enthusiast - Level 1

I’m having the exact same problems on my iPhone XS.  I’m in the Las Vegas area and it is unrelated to my case, Bluetooth, location, signal strength, etc.  only “fix” is to restart the phone, which will work for a day maybe.  I have tried all the same troubleshooting techniques and all software is up to date.  My wife’s iPhone Xs has same problems.  As mentioned above, it seems obvious there is a device-specific conflict.  Please update us when a solution has been determined.  

vzw_customer_support
Customer Service Rep

Dropped calls are always frustrating Saikele. I'm sorry you're experiencing this issue with your iPhone XS. We never want our customers to experience issues with calls and we are here to help. How long have you had this issue? Did it start the moment you received the phone or just in specific locations?  

 

KinquanaH_VZW

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nh121080
Enthusiast - Level 1

I am currently having the same issue.  It will bo ok for 2-4 seconds then cut off and say call failed.  This happens indoors and outdoors in which both areas I have LTE with full bars.  This has been an ongoing issue for the past 3+ weeks.  It did not happen until that time and it is a daily event now.  I have to turn the phone off then back on mulitple times a day.  

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kp1911
Newbie

I live in northeast Texas and have the same issue.

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LAM4
Newbie

Same issue for me in Wisconsin with my XS Max. Tried case on/off, inside/outside, system reset, network reset, LTE vs non-LTE, with vs without use of carplay, etc.  In every one of these settings/conditions, the same problem has occured.  Additionally, I worked directly with an apple rep via online customer service/chat as well.  Nothing has resolved this frustrating problem to date.  I also have to constantly shut down my phone and start back up in order to make/receive calls.

Any thoughts for resolution would be most welcome!

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mrsmillar
Newbie

I have been using Verizon for over a decade and never had issues with dropped calls.  That changed about two weeks ago.  It started off just randomly dropping calls - now it drops 90% of my calls - sometimes more than once while on the same number.  I work from home in NC and it happens at home as well as when I travel.  Got the iphone XS Max earlier this year - but the problems really started two weeks ago and got really bad this week.

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vzw_customer_support
Customer Service Rep

Dropping calls is never ideal especially when it happens during the same call, mrsmillar. I am happy to assist. What is the zip code and the nearest intersection for the trouble area? Are you dropping calls mainly indoors or outdoors as well? Lastly, do you know of any other Verizon users that are experiencing the same issues?

GregL_VZW

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vzw_customer_support
Customer Service Rep

Having reliable service is important, and we're here to help. When did this start? Are you having any issues with texts and data, and what kind of device do you have?  EricaG_VZW

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Scburf
Newbie

I have the same problem.  I’ve replaced the phone and SIM card. Done all the trouble shooting fixes. There are forums all over the internet about this problem. Why y’all can’t figute out a fix or stop selling the phone I’ll never know. 

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donnap0wers
Newbie

Just one more frustrated iPhone XS user. My daughter's phone drops after 2-3 seconds every time. Nothing discussed in the thread helps, rebooting the phone sometimes works temporarily.

 

Location doesn't seem to matter. We're in Petoskey, Michigan, but it drops calls regardless of where she is in Northern Michigan. I haven't seen anyone with a solution, not just here, but anywhere. I'm open to suggestions. She's been calling us with Facetime Audio, but that only works while calling other iPhone users, plus, it uses data.

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vzw_customer_support
Customer Service Rep

donnap0wers, As I father, I understand that this is not an acceptable situation for your daughter's calls. Let's get this fixed. How long has she been having dropped calls? What is her experience with texts and data (with Wi-Fi off)? Does she notice a difference outside versus inside?

 

JoelR_VZW

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donnap0wers
Newbie

She's had the phone for under a week. She doesn't make many calls, but the drops have occurred since the beginning. She's been able to use texts and data with and without wifi (like I mentioned, she calls us with facetime audio using LTE data). There is no difference inside or outside, nor based on location/tower proximity.

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donnap0wers
Newbie

If it matters, this phone (a graduation present) replaced an iPhone SE. We activated it online after purchasing it unlocked from Apple, and moved the SIM from the old phone to the new phone.

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vzw_customer_support
Customer Service Rep

donnap0wers, I'm sorry to hear that she had problems with her new phone since she got it. We'll work hard to get these dropped calls solved.

 

1. What is your daughter's calling experience with Wi-Fi Calling for indoor calls? Here is how to tell if she's using Wi-Fi Calling. http://spr.ly/6602ElJhO 

 

2. Does she have HD Calling enabled? Check with these steps. http://spr.ly/6607ElJhT If it's off, please turn it on and check. If it's on, please turn it off and check.

 

Let us know what happens.

 

JoelR_VZW

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