WiFi Calling keeps turning off
dwatson808
Contributor - Level 1

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.

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dwatson808
Contributor - Level 1

We have change my wife's phone to LTE/CDMA, Home only. We'll see what happens.

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vzw_customer_support
Customer Service Rep

I appreciate the update, and we are always standing by if you need more support. Just an F.Y.I., if you require a replacement device under the one-year warranty, the Manufacturer only accepts devices that have completed a data Factory reset. Hopefully, it won't come to that. 

TinaN_VZW
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ADAMAC91
Enthusiast - Level 3

I'm on day 3 of what seems to be the fix. I changed my settings under Preferred network type to LTE / CDMA and system select to Home. Thus far, since early Sunday, no problem.

ADAMAC91
Enthusiast - Level 3

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.

vzw_customer_support
Customer Service Rep

I certainly understand the benefit of using Wi-Fil calling especially when the usual signal is not readily available. I appreciate your patience while we look into the issue. I sent you both, ADAMAC91 and dwatson808, Private Messages so we can take a deeper look at your account to make sure everything is setup on our end. Let's work together to get to the bottom of this.
GregL_VZW
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dwatson808
Contributor - Level 1

I've had the phone change WiFi Calling to Off when it was on charge. And when Battery Saver was disabled.

That having been said, the behavior of the phone re. VZW network seems to have changed since I installed the April "Security" patch yesterday. It is now showing more than just LTE (e.g., 1x, 2G, 3G) on the bars in the settings pulldown. And, as I wander about the house, it is staying on mobile for phone rather than popping onto WiFi Calling. (With WiFi Calling still on.) I could place a call from the interior of our home and not have the call drop in a matter of seconds. (This hasn't been possible *ever* before for VZW+my Pixel 2.) Who knows? My wife's Pixel 2 hasn't received the April push yet. I am curious to see if her experience also changes once she get it.

dwatson808
Contributor - Level 1

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
Enthusiast - Level 2

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

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vzw_customer_support
Customer Service Rep

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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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!!

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dwatson808
Contributor - Level 1

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
Customer Service Rep

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. 

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dwatson808
Contributor - Level 1

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
Customer Service Rep
We understand how frustrating this must be for you. Where did you purchase the device?
LauraL_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!
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dwatson808
Contributor - Level 1

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.

MIKETHEJULSON
Enthusiast - Level 2

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
Customer Service Rep

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
Enthusiast - Level 2

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

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MIKETHEJULSON
Enthusiast - Level 2

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

JULSOU38
Enthusiast - Level 2

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??

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vzw_customer_support
Customer Service Rep

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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vzw_customer_support
Customer Service Rep

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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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!

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