Missing advanced calling

[SCOMIL31]

After the update to Android 8.1, I lost the ability to connect to WiFi and stay connected, and the ability to use the internet/data while in a phone call. Factory reset (which was a huge pain and the recommended fix,) while the reset fixed my WiFi issue, I'm still unable to use data while on the phone. After talking to Google and Verizon, it was discovered that my "advanced calling feature" or menu option, is missing. After the problem was escalated, the eventual answer I was given was to buy a signal booster -.-  .... While I'm not on a phone call I typically have 4g lte coverage and no service issues, it's only when I place or take a call lte immediately turns off and as soon as I hang up it's back on in the blink of an eye. Thus then I can't imagine it being due to poor service, plus the entire year before upgrading to 8.1 I had no issue with it whatsoever. Any insight would be great opposed to buying something that won't fix the problem. -NRB[removed]

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Message edited by Verizon Moderator.

[vzw_customer_support]

SCOMIL31, updates are always meant to bring improvements. I am so sorry that this happened. Let's get this figured out. Can you please follow the below steps to clear your Phone Service cache manually.

1. Go to Settings > Apps > select top-right 3 dots > select Show System

2. Tap "Phone Services" > Storage > CLEAR DATA > Confirm

3. Remove and re-insert then reinsert SIM card

Keep us updated on how this works.

AlbertoR_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!!

[SCOMIL31]

I went through that whole process, settings, mobile network, phone settings, clearing cache and data, including the factory reset, sim card re-seating and still have no option to turn on advanced calling. Went through a few things with Google, who transferred me to Verizon to go through level 1 troubleshooting (sim card etc like you mentioned,) got escalated and went through more specific troubleshooting and workarounds with no success, and then had a support ticket for someone higher yet to check on and find answers, and was sent this "The review of your reported service issue is complete. Please click the link to see more details. http://www.vzw.com/signal." Which brings me to here to see if there was some other spot that was maybe missed?

[SCOMIL31]

No? Nothing still?

[vzw_customer_support]

I want to make sure that this is resolved for you asap. Are you able to provide us with a screen shot of what your menu looks like now? It would help us to know how to proceed.

Verizon_Customer_Support

Follow us TWITTER @VZWSupport

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

[Firemanbob]

I have the same problem with a Pixel with Android 8.1.0.

I saw the previous suggested "fix"

1. Go to Settings > Apps > select top-right 3 dots > select Show System

2. Tap "Phone Services" > Storage > CLEAR DATA > Confirm

3. Remove and re-insert then reinsert SIM card

And tried that, but can't even get past item 1...When I got to Settings>Apps and Permissions (there is no "Apps" selection), the 3 dots in the upper right that is mentioned aren't there. So, that suggestion doesn't help.

I've also gone into Settings>Network & Internet>Mobile Network>Advanced, but there is nothing there for HD voice.

It's pretty upsetting that with a late model phone with the most up-to-date OS version that I can't do simultaneous voice and data, video calling or HD voice.

What gives?

:

[SCOMIL31]

Hey Bob, lucky for you that you've not performed a factory reset and spent over an hour on the phone to get nowhere... I've since had to find the answer on my own while Verizon was ready to give me a refurbished device, it's kind of irritating because my warranty ended right around Dec 28th... Anyway, here's the fix I've found with no help of Verizon, go to your call screen and pull up the number keyboard, dial *#*#4636#*#* and that will bring up the test menu. There's 3 options, you want phone information. Scroll down to "voLTE" provisioned and I'll bet it's unchecked, clock it and voila, advanced calling and WiFi calling return... I personally also checked the video calling provisioned and WiFi calling provisioned also... The only reason I sound bitter is that all the support from Verizon in the phone say "I'm not like so and so, it'll be me personally calling you back.... Then I never hear from them again.... Anyway this will fix it good luck and thank you for choosing Verizon.

[Firemanbob]

THANKS!  I saw your reply just as I was talking to VZW tier 2 support. Your suggestion fixed the problem (all the options were turned off, except the first one). Tier 2 support wasn't aware of this screen, and I gave them this information.

[codykae]

THIS IS THE ANSWER

I HAVE BEEN SUFFERING FOR AN ETERNITY

THANK YOU

[imadioskater05]

You are a [removed] genius, how did you know how to get to that screen?  Ive been dealing with this almost since i got the phone on 4 different occasions.  Im fairly savvy, most of the time more so than many of the techs.  Even went so far the last time to coordinate both google and Verizon together to determine why this would happen after security patch updates.  Debug reports, coordination between two high end support teams, no one could figure it out, wiping phone clean (which I knew wouldn't work and just elongate the process and make more of a pain in the [removed] ), finally just replacing the phone.  Could have saved them so much more time, and I see even 3 months later this isn't in their help desk walk through on level 2 not to even bother level 1.

thanks so much for your help!

Content removed to comply with Verizon Wireless Terms of Service

[sminttadent]

This is the winner!!!  Worked like a charm

[sholley64]

Hi Scomil31,

I'm in Australia and have the same issue -  have been searching endlessly for an answer.  Our providers here, Telstra and Optus say it's a Samsung thing - Samsung say it's the providers.. and so on.
I've tried the secret code things and most of them work but, I can't get the options with the *#*#4636#*#* code (I've read that's an issue with a lot of people).  Do you have any other ideas as to how I can open up this menu?  Eventually Samsung emailed me back and gave me instructions - the only issue is, I don't have the options in the menu to follow the steps!!! 
Anyway - thanks in advance for any ideas

Cheers
Michelle

[GatorAndroid]

SCOMIL31 (great tip, thanks for sharing about the secret screen code) or others. I have this issue on my Verizon Original Google Pixel with Android 9 with Feb. 5, 2019 patch. Some recent update removed Advanced Calling as an option for me under Apps > Settings > Network & Internet > Mobile network > Advanced > Advanced Calling. It is no longer there. I used to have Advanced Calling set and I need it for the LTE range extensions in my work buildings.

I tried the *#*#4636#*#* and it gets me into the menu SCOMIL31 mentioned. Click "Phone Information" and VoLTE Provisioned IS NOT Selected (nor Video Calling, Wifi calling). I turn VoLTE Provisioned On but I do not know how to save this or to have it take effect. I have tried a lot of things.

• I set it and then just exited, go to settings menu, still no Advanced Calling option in my settings.
• Set it and clicked Trigger Carrier Provisioning, nope
• Set it and clicked Update, nope (it actually says "update error" next to SMSC when I hit update)
• Set it and clicked Refresh, nope

even setting it and going to another active window and back, the option I just turned on TURNS OFF.

I feel like I'm so close to getting this working again... does anyone know how to make the changes (turning on VoLTE Provisioned) to actually "take"?

Edit: I also checked in MyVerizon app and I am enrolled in HD Voice as I have been for a while. This is frustrating why I can no longer see the Advnced Calling setting option to turn it on in Settings.

--> I also went into MyVerizon and Disabled HD Voice and then after about 10 minutes, I enabled it again to see if that would trigger Advanced Calling being visable in my settings again. So far that has not worked. How do I get Advanced Calling back on this phone?

[Shingitai]

I may be missing something I tied dialing *#*#4636#*#* and got a message from verizon wireless that the call could not be completed as dialed.  Was I not supposed to try to dial the number?  

Thank you for your help with this, 

[Firemanbob]

Just a heads up...It seems like this needs to be done EVERY TIME there is a update to this phone. I noticed all the advance calling features were missing again after the last Android update, and sure enough everything was turned off. Again.

[JEDATKIN]

This fixed my problem also. Thank you for being better than tech support.

[DLF137]

Not working for me.  Help

[DM415]

Also not working for me on a Samsung Galaxy S9. Any other suggestions for how to get the test screen to come up? When I dial the number suggested #*#4636#*#* I get a "we can't complete your call" message. Is there a different number that might work for this phone? Or did they change the test screen number?

[vzw_customer_support]

DM415, 

We want to make sure your device meets all your needs and you can get the most from it. We're always here to help find a solution. What issues are you having on your Galaxy S9? When did they begin?

Andrew_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!!

[Sumpters]

You are missing the second asterisk just before the number.

[retire01022004]

Same problem with S9 Plus. Needed to change settings to access range extender.  Called Verizon support. Said can change settings at their end. I turned off phone for two minutes and the support person then called me to check. Now working just fine. Advised will need to call Verizon in future should I need settings changed back. Success!