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Calling Canada

I'm experiencing significant difficulties connecting with anyone in Canada. Even if I manage to establish a connection, the quality is so poor that we often have to terminate the call and redial up to five times before achieving a stable connection to sustain a conversation.

Moreover, lately, when attempting to call multiple individuals in Canada, all I encounter on my end is silence, with my own voice and noises echoing back at me. Although the call appears to be ringing on the recipient's end, I can't hear anything. It takes 3-6 attempts before I can successfully establish a connection. This issue persists regardless of whether I'm on 5G, 5GUW, LTE, and across all the areas and cities I travel to, indicating that it's not isolated to a particular location.

I've already submitted two support tickets to address this problem but have only received generic guides that seem to place the blame on my location, device, or the absence of WiFi calling. As a result, I'm effectively unable to utilize a crucial feature of my plan, which includes unlimited calling to Canada. Resorting to FaceTime audio is not always an option, especially considering the network's frequent inability to support such calls.

I've just submitted another ticket. If the resolution provided is unsatisfactory, switching providers might become inevitable. Unlike my previous carriers—AT&T and Boost—I never encountered such issues. It's truly disappointing.

Comments

Same issue

any resolution???

Verizon_Support

Gordon969696, we're sorry to hear that you're having a similar issue with your calls to Canada. We want to make sure that you're able to make calls without any problems, and we're going to do everything we can to help you. Is this happening with all calls or just calls placed to Canada? Is the quality better when they call you?

~Jesse

Same issue and it's getting worse. Here is some wierd experiences.

1) Call quality is poor if it connects at all

2) I can hear them, but they can't hear me

3) The person I called says someone comes on the line and starts talking with them.

Phone: iPhone 14 with iOS 17.4.1

Other attempts to debug.

1) Doesn't happen when making a wifi call

2) Called multiple phones in Canada and it's consistent.

3) Never happens while calling domestically in the US.

Verizon_Support

dhoffman7, thank you so much for this info and my apologies to hear of your experience. I see you stated it doesn't happen when you're using Wi-Fi Calling but just need to confirm, you mean when calling the Canadian number while using Wi-Fi Calling, it works fine, correct? What is your zip code?

-Natasha

I have the same issue, too. Calling Canada using the Verizon network now consistently gives me terrible connections with horrible crackling noises or no connection at all. Lately, I'm also getting voicemail about not being able to connect and it's in a British or South African accent. It's crazy.I noticed this starting a few years ago intermittently, now it's all the time. I have to use a diff app to call Canada, which is not great, considering I pay for this service. You guys need to look into this. It's a problem.

And just so you have my info, my zip code is 10025. Quality is fine when I receive calls from Canada. The service is almost unusuable for outgoing calls to canada using Verizon service.

This is every time I call a Canadian number. It works fine for USA numbers. Sometimes it takes me 3-4 attempts to get a clear connection. Or I have to call via FaceTime instead

Verizon_Support

@N3wYork24
wrote: I have the same issue, too. Calling Canada using the Verizon network now consistently gives me terrible connections with horrible crackling noises or no connection at all. Lately, I'm also getting voicemail about not being able to connect and it's in a British or South African accent. It's crazy.I noticed this starting a few years ago intermittently, now it's all the time. I have to use a diff app to call Canada, which is not great, considering I pay for this service. You guys need to look into this. It's a problem.

N3wYork24, thanks for reaching out and sharing this trouble you're having. It's interesting situation, considering it's only happening with outbound calls. So, definitely a good idea for us to work together, and see what's happening. As part of that sending a private message, so I can get started on that with you.

-John

Verizon_Support

That is definitely not the experience we want you to have with your calls. To better assist, please tell us a little more. Are you using Regular or Wi-Fi Calling? What model is your device and is the software up to date?

~Maria

Verizon_Support

Thank you for the insights. We'd like to find the root cause of the issue. I'll be sending you a Private Messge, please reply to it, so we can get started.

~Maria

Verizon_Support

Lisa, thanks for the details! Based on the description of what you shared, it may be an issue on the Canadian provider's end. The main reason I say that is, our automatic messages are done with a different voice then what you described. But naturally that's just an educated guess on my part. One last thing I want to know before we get into the account to look at some stuff, are you making these calls on Wi-Fi Calling or a Network Extender at all? And does location of where you are when you make the call change the quality at all?

-John

I have the same issue! It's been happening for years. I pay for Canada long distance and it is absolutely ridiculous. I hear the crackling when calling to Canada and when receiving calls from Canada. The only thing I can do is use facetime audio to fix the issue. Verizon, why am I paying for this service?

Verizon_Support

We know how important it is to stay connected, and we'll be glad to help out. Is this only happening with your international calls? Is this with all numbers you call from Canada?

~Freddy

We have the same issue ... it is unusable. I've spent hours with technical support and they can't solve it. And it's not one person or phone, it's all our management who call Canada daily as part of our business and who have the issue and now have to use aps to call instead. We need it to be fixed or have to move all our 50 lines to another carrier.

Verizon_Support

@Chill-Brothers
wrote: We have the same issue ... it is unusable. I've spent hours with technical support and they can's solve it.

Chill-Brothers, we are concerned to learn about your widespread issues with call quality. We will be sending you a Private Message to gather some additional details to further assist in investigating your call quality issues.

-Andi

I am having the exact same issues , I’m in New York , and my family is in Canada.. it takes sometimes 5 redials and , many failed calls for me but the recipient can hear someone talking .. sometimes laughing.. sometimes asking for a location.. sometimes talking about Canada.. it happens on WiFi and on Data.. multiple times in a week or day then be ok for a day.. I pay so much to have a decent Carrier .. this is unacceptable..

Verizon_Support

@Minnow24
wrote: am having the exact same issues , I’m in New York , and my family is in Canada.. it takes sometimes 5 redials and , many failed calls for me but the recipient can hear someone talking .. sometimes laughing.. sometimes asking for a location.. sometimes talking about Canada.. it happens on WiFi and on Data.. multiple times in a week or day then be ok for a day.. I pay so much to have a decent Carrier .. this is unacceptable..

We are concerned to learn about your call quality issues. Thank you for sharing these details with us. Please be on the lookout for a Private Message from us so that we can gather some additional account specific details and troubleshoot your concerns further.

-Andi

I have the same exact problem and it’s been going on for more than 6 months. My family and clients are in Canada and I’m incredibly frustrated. Similarly this occurs from any location I call from in the US. Even within Canada I cannot connect to anybody in Canada without trying a few times or they have to call me. Wasted long hours w Verizon reps only to come back with Generic answers from Verizon and tickets opened and closed without a fix. New device and same problems. I think this has to be a network or tower issues since too many of us are experiencing this including my husband. I’m going to ATT this week. I’ve had it after being a long time Verizon customer it’s shocking I cannot make a simple call

Was this issue resolved for you or anyone else who responded? I’m having similar issues and if I can’t get them resolved will have to switch carriers to AT&T or T-Mobile.

Verizon_Support

Hey there, Hbgolden, we're sorry to see this has been an issue for you and we're here to help. You mentioned this has been going on for the last several months. Were you able to call Canadian numbers without an issue previously? Is this happening with every call to Canada?

-Lauren

I am having the same issue calling Canada from Brooklyn for the past few months. The line has been filled with static drop calls. The other person can’t hear me and sometimes the people in Canada can hear another conversation from another call!

it’s really frustrating. Verizon is the most expensive carrier and I pay extra for unlimited calls to Canada, but they have been terrible.

Verizon_Support

Good morning! Dealing with technical issues can certianly be frustrating, especially when it comes to calling. Our goal is to provide the support you need.

Let's gather more info. When did the issue start? What recent changes have you made? Who else is experiencing this problem? Aside from the calls to Canada, any other dilemmas?

~Gilbert

Why has no one done anything? This is the case on every single Verizon line. I’ve switched phones, left, come back, and done all the basic troubleshooting with countless reps, still the problem remains. This is clearly at the network level and no one has even attempted to do anything for YEARS now?! Absolutely unacceptable.

When I was with Verizon previously, they assigned my ticket to a somewhat competent network engineer, who worked on it with me for several days. He was actually able to located an issue on Verizon’s end and did something that actually corrected it and also seemed to enable HD voice to Canada. It was great! I keep asking the reps to pull up my old account to see if they are able to tell what he did to fix it but they completely don’t understand what I’m even asking. It’s quite frustrating. I pay $20/month more on average to be with VZW, this service and level of customer service truly is unacceptable.

DO SOMETHING! Stop just sending us meaningless messages and actually investigate!

Verizon_Support

Hello, mackpine. Help is here. We can check on the status of any previous ticket. I see you stated that when you were previously with Verizon, you had a ticket. Was this on a different account? Just asking as we'd like to review the previous ticket.

-Natasha

Same problem for over a year. It’s getting worse for all calls. Has this been resolved? It usually call from Florida 33062 but even when I’m in other states same problem. Only calls to Canada. Calls from Canada to me are fine. Is it the towers that Verizon uses in Canada ? This is unacceptable

Verizon_Support

Hello, Hbgolden, thanks for getting back to us. I'm sorry to hear you're still running into an issue with outbound calls to Canada. So we can better assist, we will be reaching out via Private Message.

-Lauren

Hi, i do have the same problem, if anyone have a solution i am with verizon for 12 plus year was not like that one since about 2 year. I am ready to change carrier if one is better..

Verizon_Support

We would love to help Sylvanrealtor. What issues are you experiencing when calling?-Joe

I’ve been having the same problem since I switched back to Verizon from another carrier. We have iPhone 15 pro and pro max and pay for a top-tier unlimited package. Our family and friends in Canada always give us a hard time, asking us to drop our terrible discount carrier. We remind them we pay for arguably the most expensive service you can get in the US. They think we’re fools because our phones don’t allow reliable calling across North America in 2024. I’ve called and texted customer service. They asked me to restart my phone and insisted it’s an apple problem. Not possible. This is a problem on all my new phones. It is not a network issue - same on 5g 4g and WiFi. Please don’t say it’s the Canadian carriers’ problem. It doesn’t matter what network the other caller is on cellular or land line. If it’s routed to Canada, it’s the worst connection. By the way, the outbound ring tone sounds British on occasion when calling Canada. It’s clear to me these calls are on a strangely routed VPN IP connection through Europe or something. I’m not sure if that’s cheaper than directly connecting the call to the Canadian phone system but it’s intolerable.

We have this problem daily. Only excuses from Verizon. No actual help. It’s Verizon’s fault. They don’t care about fixing it - obviously using a discounted IP routing to connect the calls, while they charge us top tier pricing.

Verizon_Support

Hey there, Bdragger, we know how important it is for your calls to go through! Can you tell us more about what happens when trying to call Canada? Is this affecting both inbound and outbound calls? Does the issue persist with both cellular and WiFi Calling?

-Lauren

Alright, everyone, I think I finally got Verizon to take this seriously. The engineering team identified and acknowledged the issue, and I’ve been working closely with them for the past few weeks to troubleshoot. I’ve been regularly reporting problematic calls, providing details, and following up as they investigate and make adjustments.

As a direct result of this, I'm being told that Verizon is in the process of switching to a different company to route their international calls, which should help improve call quality even further. For me, calls to Canada have already gotten much better—while I still get the occasional bit of static, I haven’t had any cases of "crosstalk" (where the person I’m calling hears a random stranger) in several weeks. The team is continuing to monitor and refine call quality.

It took some persistence, but at least they’re finally addressing it. Hopefully, you’re all noticing improvements too!

I am having the same issue… every call to Canada I make.. no matter the number..

1: takes about 4-5 times to get a connection that is stable

2: recipient has other people on the line when I call.. other people talking

3: crackling and feedback( when I can hear my own voice)

4: re open unable to hear me at all.. silence.. though I can hear them

my family is in Canada and I call everyday.. this has become a nightmare and had me looking to change carriers..

iPhone 12 pro Max

14120 NY

Verizon_Support

Hello Minnow24. We hate to hear you are having the same experience when calling Canada. We understand having communication with family and friends is crucial when you are apart. We will send you a private message so we can get some addtional information.

-Toni

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