Have top tier setup, with only basic service

[NoWifiCalling]

I transferred to Verizon yesterday and have been attempting to get my unlocked device fully functional. I have spent 8 hours on the phone with tech support performing every change and reset known to man, and 2 hours in the local corporate store with them, trying the same steps.

After my phone had been set up, I realized that Wi-Fi calling could not be selected. So, I placed my first call to tech support, and the rep told me that he had put in a ticket for the correction, and it would be handled the next workday. After the call was over, I realized that during the initial setup, the phone had been configured as if it had a physical SIM card, even though it was using an e-SIM. I called back when I found this, and the second tech support rep went through the correction process and told me that he would call me back on my wife's line in three minutes to verify that everything was operational. He never called back and left my phone with no service whatsoever. After 25 minutes of waiting, I used my wife's phone and called back and spoke to the third tech support rep. He was able to set up the e-SIM, but finally gave up on the other settings and said that he would escalate the issue, and someone would call me back today. No one ever called.

After waiting for the call that never happened, I called into the tech support line once again and waited on hold forever, but apparently, the tech support line closes at 12 PM Central. So they left me in the queue and went home. After this drove into town to my local corporate store, and they had no idea why the phone was having the issue, but tried a couple of the same steps before I left and went home for a break.  By this time, I had discovered that being a customer of Verizon is a lot of work, so I needed some rest and a meal.

After lunch, I returned to the store and requested that they try a physical SIM card, which they did, but it did not help. When we entered *#*#4636#*#* and went to phone information, we could see  "VoLTE Provisioned",  "Video Calling Provisioned", "Wi-Fi Calling Provisioned", and "EAB/Presence Provisioned", but they could not be selected. At this point, it became obvious that all I  actually have is basic mobile service, even though my service was set up as the top tier with a 200GB hotspot. They told me that it had to be a provisioning issue.

I have told everyone at Verizon that I have spoken with at Verizon that all my business calls go through Wi-Fi calling, but now I am left without the exact function that I have stressed that I need in order for my phone to operate this coming Monday morning.  My wife's phone is also an unlocked phone; however, everything on her phone operated flawlessly. 

If a level 2 tech support exists, then I need their help, and please do not close this thread unless I have had a chance to reply.  I want to ensure that I know exactly what Verizon plans to do in order to correct this issue and ensure that all questions are answered. I do not appreciate my time being wasted, nor being lied to. 

[vzw_customer_support]

This is certainly not the welcome to Verizon we would want for any customer, NoWifiCalling. We definitely want to make sure you're able to use all the features you need, like Wi-Fi Calling. It sounds like both you and your wife brought your own devices over to Verizon that were either unlocked from the manufacturer, or a previous provider. I do know that Verizon branded features, like Wi-Fi calling are not compatible with some unlocked devices. What is the make & model of your phones? Where were those phones purchased/unlocked?

-Joseph

[NoWifiCalling]

My wife's phone is a Samsung Galaxy S23 Plus, and it operates without issue. My phone is a Motorola Moto G Stylus 2025. 

I would hate to think that after communicating with over 10 of your representative's that every one of them would fail to mention a compatibility issue. Especially since we verified compatibility with a sales rep prior to even beginning to process of changing our service to Verizon.  Imagine for a moment that your company could not communicate with its customers. Who at Verizon would take action in to correct that problem? I need to speak with that person today!

[vzw_customer_support]

Thanks for sharing those details with me, NoWiFiCalling. It's not so much as a compatibility issue as that some of those features are not available unless it's a Verizon branded device.

Here is a list of those Verizon branded features that may now work with an unlocked device:

• Visual Voicemail (VVM)
• LTE Video Calling
• Enhanced Address Book
• VoWiFi (Wi-Fi Calling)
• Integrated Messaging
• Roadside Assistance

I would be happy to take a closer look at your account to see what I can uncover, and what options we have to get this resolved.  Please be on the lookout for a private message from me to get started.

-Joseph

[SynthpopAddict]

Hi, I did a little looking around on the internet, and the problem with the no WiFi Calling on Motorola phones appears to have been around for a few generations of Moto G phones.  I am assuming you have already done a network reset and checked that all the software is up to date.  If turning on airplane mode and then selecting WiFi doesn't work, there may not be an answer short of buying a different phone. 😭 Others have reported the exact same issue with other carriers, so is not specific to Verizon.  If your Moto G is a carrier variant which your former carrier unlocked for you in order to port to Verizon, the issue is probably that WiFi Calling will only work with your former carrier.

[NoWifiCalling]

Thank you for the information, and you are correct.  I purchased another phone yesterday, and it corrected the issue.  However, it is beyond frustrating because I am simply a consumer and desire to rely on the phone service provider to be able to provide guidance. Their business is providing phone service, and if there is a known issue or conflict with popular devices, then I would expect a service representative to be knowledgeable in this area. My job is to provide money to them for this service, and if I did not hold my end of that deal, it would not be overlooked by Verizon.  

At no time was a compatibility issue ever mentioned by any representative that I spoke with, even the “level 2” tech support. Nor could they tell me if the problem could be corrected with a new device. It is obvious now that you are correct, since the new phone has resolved the issue. I just can't get my mind wrapped around the idea that a service provider can have no knowledge of a long-standing issue and not be prepared to educate their customer on the needed action. I know that I am not a case study, but I also know that I cannot be the only customer who is currently dealing with this issue, or has dealt with it in the past.

VERIZON: This information should be disseminated to your staff and be a part of the training so that no customers deal with this type of issue going forward. It is completely inexcusable to have an uneducated tech support staff handling technical issues, and their training is your responsibility.

Thank you,

Bart