This is a letter that I mailed to VZW Engineering about a recurring issue that they haven't been able to fix in the last year. I've spent at least 6 cumulative hours on the phone with global roaming support.
Basic problem: Incoming calls stop working while I'm connected internationally with WiFi Calling (only). It takes a network repair ticket to fix it, and then it comes back after weeks or months. I'm on prepaid.
This issue cost me a potential job. I'm ready to port out to another carrier.
"Dear Senior Engineer,
Over the past year, I have repeatedly experienced a serious network issue with WiFi Calling while overseas. I’ve submitted multiple repair tickets. They have temporarily fixed the problem each time, just for it to recur again months or weeks later. I would urge you to review these tickets to familiarize yourself with the issue.
It appears that the root cause has not been identified or repaired.
The specific issue I’ve had is that incoming callers dialing my phone number receive a Verizon message that says: “Welcome to Verizon Wireless. This call cannot be completed because there are restrictions on this line. Announcement 24”. This announcement is heard by all callers, whether dialing from a landline or another wireless carrier. They even hear that announcement when my calls are forwarded elsewhere, and even sometimes when my phone is powered off. All outgoing calls always function normally, as do text messages. My telephone is almost always in airplane mode while overseas and is connected to your network only with WiFi Calling. I’ve experienced it with multiple iPhones and in multiple European countries. The Internet connections are stable and GAN is not blocked. It does not happen while I’m in the USA. (And like I mentioned, the problem does resolve after Verizon engineering fixes it — but only temporarily)
During my many hours with global roaming support, there has been some discussion that my plan doesn’t support international roaming (which is incorrect - it does support TravelPass, but that point is moot because I’m only using WiFi Calling with no foreign LTE network roaming), and it has been mentioned that my configuration might be different because I’m on the Alaska LTE-only network without CDMA. Regardless, even if incoming calls were somehow disallowed, the correct action would be to forward to voicemail and not give callers the impression that I’m a deadbeat who hasn’t paid my bill.
This issue has caused me to miss career opportunities and caused big issues with my clients, not to mention the hours of time I’ve spent with VZW support. It’s obviously very serious when people can’t call you. I’ve decided that I need to port my number to another carrier in the near future because of this, but I want you to be aware of this issue so it can be fixed. I could delay my departure if you contact me promptly with results of your diagnosis and repair. WiFi Calling support on prepaid was the primary reason that I chose Verizon.
I would be interested to hear about the resolution of this issue."
I haven't had any reply to my postal letter and a promised call back from global roaming support hasn't happened. My call to tech support today got bounced around between support levels until it got disconnected.
I guess it's time to change carriers today.
AKMatt, we would never want you to leave the Verizon family. We understand that having reliable service is truly essential. So let's investigate your issues further. Have you completed any troubleshooting steps? Also, has one of our representatives submitted a network ticket for you yet?
A year later and Verizon tech support is still failing abysmally to remedy this problem. I've spent no less than a full 10 hours on the phone and online chat with dozens of tech support people. Many reps don't even understand how the technology is supposed to work, so staying on the phone while they try to troubleshoot it is like watching a dog try to put on pants. They just told me to buy a new SIM. I did, and it still doesn't work...no offer to reimburse the cost of the SIM, much less the days and days when I'm paying for but not receiving voicemail service because of their tech flop. Yes, a telecom titan, in the year 2020, cannot figure out VOICEMAIL Pathetic.
Breaking up with Verizon after 18 years will be sad...but they have earned it.
Goldfish, we would hate to see you go after being in the family for so long. Just out of curiosity, had you ever tried to dial our Global Support Team whilst you were travelling internationally and receiving this error?
Hi, not sure if this may help you, but I just had the same problem with my Prepaid number with Verizon Wireless while I was travelling to Taiwan, and I've spent hours speaking to Verizon advanced tech support specialist on this and finally found the issue and fixed it.
Both me and my wife have prepaid plans and we used wifi call to call others and receive calls at the first day and two without any issue when we were in Taiwan. After my plan was renewed automatically at the third day (prepaid card renew monthly) in Taiwan, I was not able to receive any call but I could still make calls and my wife's number is normal after it's renewed at the same day.
The advanced techinical support specialist compares my plan with my wife's and found her TravelPass has been enabled yet mine has been disabled, and I could receive calls via wifi call after she enabled the TravelPass in my plan.
I think it's because I disabled TravelPass option in my Prepaid plan before I travelled to Taiwan, but somehow the prepaid card renewer process triggered the change and stopped me from receieving calls at the third day of my travel.
I now leave my TravelPass enabled while turning on the airplane mode with wifi calls without being charged for additional roaming fee. Hope this can provide you a way to fix your problem.
I have the same issue. While traveling overseas I have Wifi calling turned on still when someone tried to call they heard a message that this number can't be reached or was unavailble. I am surprised why Verizon hasn't been able to resolve this issue.
I am here for support and happy to help provide more information about what announcement 24, means in Layman's terms! Do you have Smart Family on your line/account?
Hello, right now I am in overseas, I can make calls using wi-fi calling, send/receive text messages, but some how can't get calls from US numbers. I don't have any travel pass activated