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Terrible phone connections when HD calling off, dropping calls when HD calling on

When making calls while on a 4G connection with HD calling on, I get clear conversations...until I lose 4G covereage (which is often where I live and work). I understands no 4G means no VoLTE so no connection and I drop calls alot. This is incredibly frustrating as I NEVER had this problem on my Droid Razr Maxx. The other caller also frequently cant' hear me but I can hear them. When I turn off HD Calling, I no longer drop calls or having connections issues, however the call quality is terrible, I have all kinds of static and choppy connections. Any suggestions how to improve this? The whole phone aspect of my phone seems to have been overlooked on this newer phone. Hopefully this is resolved when we get upgraded to 5.1 with some kind of hand-off from VoLTE to 3G without dropping (I miss my 2 antennas in my Razr Maxx). Thanks in advanced!

Comments

Verizon_Support

revengejr,

Let's take a look here! Making phone calls from our advanced devices is still an important feature. How long have you had the device? Have you been having call quality issues since you've had it? Is it occurring in one particular area or zip code? Please share a few details.

TrevorC_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!!

revengejr

Its happening in my home town, mostly in the same zip code. The device is all of a month old, if that. I did not have these problems in the same places with my Droid Razr Maxx so I know its not a connection issue. I am usually on full strength 3G; or 1 or 2 bars of 4G.

revengejr

Oh, and its been happening since I have had it.

Verizon_Support

Thanks for the additional information, revengejr!

In what zip code are you experiencing this problem? Please try removing and reinserting the SIM Card: http://vz.to/1ItVZIy. Keep me posted with your results.

AnthonyTa_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!!

gggggg

Careful, all they will suggest is spending 250 on a network extender. The map AND my phone shows 4G LTE with Advanced calling on and STILL calls coming in go to voicemail. Apparently they're telling me THEIR map is wrong, even told me it's their towers and wanted me to buy a Network Extender. LMAO Never had such a problem. Sure, had the S5 and called in, BUT they told me you MUST have Advanced calling on. So that took care of the S5 when I had it. Now, this piece of junk turbo is worse and the Advance Calling IS ON. Verizon maps are WRONG!!!!

Verizon_Support

psf57

This is a concern of mine! We want to make sure that your phone is working properly and not having any service issues. Let's get started! When you receive a call, it wont ring and go straight to Voicemail correct? What zip code are you in? When advance calling is turned off on your Droid Turbo are you able to receive calls?
JorgeO_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!!

gggggg

Doesn't ring, goes to voice mail. I tried both ways, with advance calling off (makes it worse) and advance calling on. If I turn the phone off then on, it's good for several hours. I don't have any junk apps installed. I am Suppose to be in 4G LTE, 17881. But now the reps tell me no, I'm marginal. If that's the case your map is wrong. I can post a screen shot where the phone is sitting in one place how it loses connection. Today, phone sets on table, in shade outside and I get notice Battery is getting hot?! [removal required by the Verizon Wireless Terms of Service] I wasn't even using the phone!!! Screen was off, etc. This has got to be the worse phone I ever had through Verizon Wireless.

revengejr

I am in 11803 but the problem also occurs in 11791, 11801 and the surrounding areas. I have removed and replaced the SIM card. I have not yet had the opportunity to test this yet. I will test it more thoroughly this week and let you know what happens. My issues seem much less and completely different than psf57's so while he is also having issues with advanced calling, my issue is not while being in one place. 9 out of 10 times, its while I am moving - whether I am driving or if I am sitting at my desk at work. For me, a network extender wouldn't even make sense since the majority of the time, the problem is not while I am home.

revengejr

Ok, VZW, I am still having poor sounding calls. I have tried removing and replacing the SIM but no luck. The other side of the call says I am coming in clear and has no problems hearing me but on my side, it occasionally is still static-y. This doesn't happen on every call but maybe 3 out of 5 calls. When connected on a call, I see 5 bars (although when the call connects it doesn't show 3G or 4G, just bars). The best way I can describe it is if you were to talk in to a spinning fan - that's how it sounds. Again, this is happening while driving and also while at my home and at my office. The zip codes are mostly 11803, 11801, 11791, 11793. Any other suggestions?

KillingtonRich

WOW - if you only knew what I've been thru with this issue! I got the new Galaxy 6, which didn't work on the 6 year old Network Extender. After multiple calls to troubleshoot, I was told to upgrade the Extender (for $190)- this did not correct the problem. More troubleshooting calls, and never any follow-up from Customer Svce. Really bad experience!

Anyway, I was then told to replace the new Galaxy i just bought, still no improvement. I eventually had a Level 2 tech tell me to turn ON HD calling and turn OFF the Extender (exactly the opposite of what everyone else has said for 10 weeks). Despite his misinformation about this leveraging my wifi, it seemed to have worked a bit.It seems to force the phone into 4G LTE mode - call quality is poor, but at least I'm not dropping every call. Problem now of course is the other older phones in my family are not on the Extender, so they can't use their phones.

Overall, Ive initiated 8 calls to Tier Two support over 10 weeks - and despite promises for call backs and resolution, I get nothing. So, I've spent $$$ on new phone, a new Network Extender, and still can't get to the bottom of this. Just today, I got a Supervisor on and asked for an email address to start doing this by email (to document) - guess what - you cannot email them anywhere! Crazy...the saga continues!

Verizon_Support

KillingtonRich, I appreciate all of the details that you have provided today. We want to make sure that we get to the bottom of this issue. I would acutally like to test something out real quick. If you have HD Calling ON and the Network Extender ON as well, are you getting the issues with your phone but then the other phones in the house are able to use their phone? Please keep us posted.

KevinR_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!!

KillingtonRich

Yes, when the extender is on (or off) and my phone's hd option is on I have a much better connection. Kind of a weird "fuzzy" noise on calls, but at least I'm not dropping my calls now.

The other phone's no longer connect to this new extender I was told I needed to purchase. I should be refunded for this, as well as the other expenses I've incurred (the galaxy 6). And, I believe a solution should be found - this is not rocket science...

Thank you.

Verizon_Support

Getting a good connection is important, KillingtonRich. Let's ensure this is corrected. Were the other devices also having trouble on the old Network Extender? On the new Network Extender, do you have a Whitelist (list of phones that are able to connect to it) or is it set to Open? How long ago did you purchase the new extender?
LynnD_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!!

revengejr

So I realize it's just about a year since my initial post and should anyone else come across this, I wanted to update my issue. The problem still persists. I have had *2* refurb phones sent to me, both Droid Turbos. The first was a dud (bad battery life, blown speaker, even worse call reception) so that one went back. I recently got another replacement phone under the warranty and also a Samsung network extender for in the house, gratis thanks to tech support. I have never had reception problems here at home, however the tech I spoke with said it couldn't hurt and he also had suggested turning OFF HD calling on the backend, which he did. Since then, I have had time to test this replacement device only to have the exact same issues - static and chopped up calls while driving, 1X or 3G service in an area where VZ maps show total and complete 4G coverage.

Initially, I thought the antenna in my original phone was bad, so did tech support, hence the replacements, however given that I am on my THIRD device I have come to the conclusion, it's a flaw in NETWORK ITSELF or a horrible DESIGN FLAW ON THE PHONE. Since I dont know anyone else in the area with a Turbo, I can't confirm this. Either way, as soon as I have finished paying enough of my phone off on the payment plan, I am dumping this piece of garbage and going to another brand. Oh and for the record...even while standing 10 feet from the network extender, I am lucky to get 3 out of 5 bars of 4G coverage, so even thats a bust. Such a disappointment.

Verizon_Support

We don't want you to leave the Verizon family. We want to get to the bottom of this. There could an issue with the tower. We may need to submit a trouble ticket to resolve the issue. We suggest that every time there is a dropped call that you you dial #832 for a test call. This will help us identify which tower is having the issue. We would need at least three test calls to be able to open a ticket. Would you be willing to give this a try?
RobertH_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!

revengejr

I haven't dropped any calls in a while however the static and horrible connection quality still persists. Due to the dense population of my area, I highly doubt it's 1 tower causing the issue. Most of the time, the problem happens while I am driving, whether on bluetooth or handset, same result. I also happens in many areas, not just one isolated area. If I understand what you are asking, the next time I have a call with poor reception, I am to hang up my call immediately, then dial #832, then what? Is it automatically logged with VZ or am i supposed take time to call it in to tech support? If you think this will help, I'll do it but I need a bit more information. Thanks.

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