Calling Canada
mackpine
Enthusiast - Level 1

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.

14 Replies
nickeroo
Enthusiast - Level 1

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?

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vzw_customer_support
Customer Service Rep

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

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N3wYork24
Newbie

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.

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vzw_customer_support
Customer Service Rep
@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

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N3wYork24
Newbie

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.

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vzw_customer_support
Customer Service Rep

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

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dhoffman7
Enthusiast - Level 1

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.

vzw_customer_support
Customer Service Rep

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

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Gordon969696
Enthusiast - Level 2

Same issue

 

any resolution???

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vzw_customer_support
Customer Service Rep

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

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Gordon969696
Enthusiast - Level 2

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 

vzw_customer_support
Customer Service Rep

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

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vzw_customer_support
Customer Service Rep

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

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Gordon969696
Enthusiast - Level 2

This is an iPhone 15 pro. It happens with and without WiFi calling. Happens all the time these days