WiFi Calling keeps turning off

[dwatson808]

Both my wife and I have non-VZW Pixel 2 phones. Both are running same OS/patch (current) but different apps and many different settings. Our coverage at home is marginal at best. Phones will show CDMA coverage at one bar or less, but placing a call or answering usually ends in a dropped call in a matter of seconds. We both are provisioned/enabled for WiFi Calling. And it works, great!, at least until several hours or days later when, lo and behold, the WiFi Calling setting reverts to Off (WiFi Calling switch Off). I have not been able to correlate this change with anything in particular. Our WiFi/Internet connectivity is very stable and typically >300Mbps capable. Way better than our VZW CDMA coverage at home.

We tend to find that this state change has happened only when we go to answer a call, or make a call, and the connection drops within a second or two. ANNOYING!

Is this a "known issue"? Is there a workaround? Is it something we are doing/some setting we have not set optinally? Is it a VZW problem? A Google problem? Is it somehow a "feature" we are just failing to appreciate the goodness of? ANY thoughts would be appreciated!

We switched back to VZW after a decade at AT&T primarily because AT&T would not support WiFi Calling on our Pixel 2s. Having this happen on VZW is disheartening, to say the least. Especially since WiFi Calling works so well--until it randomly turns off.

[vzw_customer_support]

dwatson808, 

We appreciate your loyalty and coming back to us after all these years. Let's get some details. We are not aware of this being a known issue, but would definitely want to get this working for you. Does this happen at the same time on both phones or is it random? For example, at 2 pm on Monday both phones turned off WIFI calling or your phone did it one day and the other phone the next day. Have you tried to use WIFI calling on any other WIFI connections? Do you have any power or battery save apps on either device?

JenelleR_VZW

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[dwatson808]

It's random. Mine does it less frequently, generally, than my wife's. Mine has gone since sometime late last week without turning it off. Her's has turned it off multiple times in that same period--once this morning before I mentioned having gone several days without having to turn it back on and once after I mentioned it. We were both at home in those last two cases although her phone was in a different room in the house than mine. She also spends more time going more places than I do.

I don't think we have *intentionally* tested WiFi calling on other WiFi connections; mostly because our coverage is generally pretty good when we are out and about. But I can't say whether it has picked up on a WiFi connection one or the other of our phones knows about.

I don't have any non-stock-Android power/battery save apps and doubt my wife does either but can't say for sure. I've had mine change state when on charge. (I.e., plug it in in the evening with WiFi Calling enabled, next morning it's still plugged in but WiFi Calling switch set to Off.) So has her's.

[vzw_customer_support]

I appreciate the clarification, dwatson808. Let's keep moving forward. Have you tested her device in Safe Mode to test if it turns off? Safe mode allows us to test the device with third party apps temporarily disabled. Here is a link with steps. https://www.verizonwireless.com/support/knowledge-base-215256/

You could also test the device with airplane mode on. This would force the phone to only use WiFi, in case the cellular connection is kicking WiFi calling off if you have a strong enough signal. 

[dwatson808]

The problem, of course, is that both Safe Mode and Airplane Mode, WiFi on make the phone kind of useless as a smartphone. So we haven't been able to leave our phones in either state long enough to prove the negative. But this is still happening to both of us. It's maybe less frequent for both of us than it was, say, a month ago, but it is still happening. Any other thoughts or, maybe, sincere expressions of concern with no hint of solution or even the prospect of one?

[vzw_customer_support]

We understand how frustrating this must be for you. Where did you purchase the device?

LauraL_VZW

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[dwatson808]

Our two Pixel 2 phones doing this were both purchased from store.google.com. They are different sub-models and were purchased several months apart. I suspect a software or system issue. Or we have something set wrong. But we’ve tried all the obvious settings by now. As noted in original post I’m at a loss whether this is a Google or VZW or user issue.

[vzw_customer_support]

Thank you for the information. We understand the frustration at hand. We want to try all possible options. Have you tried doing a Factory Reset on one of these devices? There is a chance one of your applications, or a combination of installed applications are causing your device to turn off Wi-Fi calling. To avoid this as a possibility, we ask that you try a Factory Reset and avoid an automatic restore. Let us know if this option lets you keep Wi-Fi calling active.

JavierMD_VZW

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[carolina111]

I have had major issues with my iPhone XS Max.  I purchased this new from Verizon just about two weeks ago.  I will turn on WiFi calling at home because the Verizon signal is weak.  I noticed that at random the WiFI will turn off and I will start missing calls.   I have reset the phone, run in safe mode and it is still happening.  There is a major problem here and Verizon needs ot fix it.

[vzw_customer_support]

carolina111

Oh no, I'm sorry to hear about the issues you're experiencing with your Wi-Fi calling. I know how I depend on my phone for just about everything. I'm more than happy to take a deeper look into this to see if we can pinpoint what's going on, this way it can be resolved quickly. Is the issue with disconnecting from the Wi-Fi just your phone or others in that location? Do you have Wi-Fi assist enabled on your phone (see here https://www.verizonwireless.com/support/knowledge-base-206983/)? Are your phone and all of the apps installed up to date on their software?

EdwardL_VZW

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[823caleb]

I have a IPhone XS Max and I have the same problem losing WiFi calling and I live in a marginal area so cellular is almost useless.  This is not the only phone with this problem.  My husbands 8 does this and so did my 8plus.  I have seen posts from 2016 about this problem.  My phone is set up right for WiFi calling. I have gigabits WiFi so that is not an issue. Turning the phone to airplane mode will bring the WiFi calling back.  That turns off cellular and on again so I think it is a Verizon issue which they will not fix and blame everything else.

[vzw_customer_support]

I know how much I depend on my device and my Wi-Fi calling 823caleb. We want you to be able to count on yours as well. This is a great feature, and we want you to be able to take full advantage of it. I apologize for the issue you are having, please know our goal is to make sure your phone works as it should. We will make that happen. How long has this been going on? Does this happen with other Wi-Fi networks as well? Thanks in advance. RosanneM_VZW

[MIKETHEJULSON]

I am having the same issue with my Google pixel 2 XL I even went so far as to get a replacement and the issue has not changed. It really started getting worse and worse about two patches ago or two and a half months ago. I spoke to Google and they tried to pass the buck off and say that it was a carrier issue but I forwarded that excuse when I explained that even in airplane mode the pixel software is removing security credentials and removing me from the network forcing me to go into roaming. Could be a Verizon thing could be a Google thing, either way your best bet in getting real help is going through Google. What a joke sorry about your problem I hope you get it fixed. I'm struggling with it too, I have a phone appointment with Google in an hour I'll come back and update for you to see if there's anything that I find out

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[vzw_customer_support]

MIKETHEJULSON, it's essential that you can complete your calls at home. I'm sorry to hear that you're having such problems with your reception indoors, and that your WiFi Calling is not working right. It has to be challenging that replacing the phone didn't solve this issue. Please describe what you experience when you try to use WiFi Calling. Has Google provide a resolution for this situation? Does this happen at other indoor locations?

Joel_VZW
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[MIKETHEJULSON]

Thank you for reaching back out to me I appreciate it. Aside from replacing

the phone I did every single troubleshooting technique that is available.

Both from Verizon as well as Google. Google stated that the problem is

solely with Verizon Google pixel 2 XL and they don't have the issue with

other carriers. Something about security protocols interfering with Wi-Fi

calling. It's at a point now where if I don't check my phone every 5

minutes then I don't get any calls at all. And even though text messages

come in on a different band or wavelength I still don't get those either

any longer. I don't know what else to do I've already had the phone

replaced and done everything I could think about and everything that I was

instructed to do. Is there any way that I can return the phone and get my

money back because it's still within the first year?

Michael

Personal information removed as required by Verizon Wireless Terms of Service​

[vzw_customer_support]

MIKETHEJULSON,

Maintaining a connection is important. We'd like to understand how services are in that area. What zip code are you in? How is your connection when you connect to another WiFi network?

Kati_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!!

[JULSOU38]

That's a great question! I too would like to ask Verizon if they will take these phones back and give us other phones of a comparable value. My husband and I both have the Google Pixel 2 XL phones. We bought them from Verizon just 6 months ago, and we have been having the wifi calling turning off since we bought them. No one knows how to fix the problem. We are also having other issues with the phones that Verizon and Google don't know how to fix as well. My phone was just replaced under warranty and the new one is having the same issue with wifi calling shutting off. These were very expensive phones and I think they should function correctly. Message to Verizon-- If you can't fix the problems these phones are having, then what will you do for the many customers who have them??

[MIKETHEJULSON]

Oh I apologize I forgot to answer part of your question, it's not an issue

with my Wi-Fi, and I don't typically notice it when I leave my residence

where my neighborhood I should say because I don't have any service in my

whole neighborhood. It's just a dead zone you guys have sent out

technicians to try to readjust the towers and everything and for some

reason this area is just not good for cell phone signals with Verizon on

this device. My wife's phone which is the Samsung has no issues and get

service and doesn't have the problem with the Wi-Fi calling at all it's not

anything to do with outside circumstances. The only reason I'm not getting

calls at all is because I don't have any service whatsoever through the

regular Network. When I am away I have service everywhere pretty much so I

get my calls. As soon as I drive out of my neighborhood my phone starts

lighting up with messages and voicemails and things like that. As stated

previously I would be able to deal with that and it's not that big of an

issue except that I work from home and then self employed owning my own

business, my business primarily deals in technology, it's really two

businesses to be honest one is a review company and we are contracted

through many different bigger companies and media Outlets and other types

of companies for product research and the other half of my business is

Consulting Services for streamlining operations utilizing technology. I had

been able to push and be an advocate for Verizon's Service as part of my

job but I haven't been able to do that lately because it's just not true

that they have coverage everywhere because I don't have even a 1x signal at

my residence and have to spend hours a day at a park up the street in order

to do any of my business

Michael

Personal information removed as required by Verizon Wireless Terms of Service​

[dwatson808]

I don’t mean to sound ungrateful for your help, but there’s no way I’m going to go through the headache of a factory data reset. It’s just a terrible way to troubleshoot this kind of occasional problem.

Since the problem happens completely unpredictably, I could do this and not see the problem for a week and that means nothing about the possibility I would see it at one week one minute. Or I could see the problem in the first five minutes and that would get us only very marginally closer to identifying why the problem occurs since all it would do is eliminate unlikely candidate like some interaction between the WiFi calling stack and, say, the WeatherUnderground app.

OTOH, if I do this and spend the week waiting to see if this problem occurs, it will amount to a week living with an essentially stupid smartphone. (Worse than Safe Mode boot suggested earlier since even the Google stock apps and stuff will be clueless.) And, after that week, there’s the several hours necessary to put back all the settings that a restore after a factory data reset doesn’t restore. Been There, Done That.

Any other suggestions?

[MIKETHEJULSON]

Google just told me that Wi-Fi calling is controlled by Verizon. That seems to make sense because if you notice in the settings and on the shade the part that you pull down at the top of the screen it says Verizon Wi-Fi calling I can definitely see them disabling it thus forcing you to increase your data rates so they can try to sell you on a higher plan. Google has no stake in making their product look bad, kind of like how AT&T and Apple users have their phone slow down when they get older because the manufacturer actually slows them down to make them think they need a new phone. I wouldn't be surprised if this was some stuff like that

[ADAMAC91]

I have the same issue. And I did take the annoying step of reset on my phone. Problem still exists. Android has had this as a known issue in the past and it seems to be coming back for some people. Google support seems to think it is related to some battery saving feature.

My phone is a VZW phone that I bought at Target.