Failed calls, missed calls, texts not delivered
mclark100
Enthusiast - Level 2

I live in the New Hampshire seacoast area. A couple of months ago, my wife and I both started to have problems with calls and texts in our home. We both have iPhones, and  reliability has been pretty good for a couple of years up until recently.

But lately we both have lots of trouble sending texts - getting "failed to send" (or something close to that) quite often where the green sending bar goes about 95 percent before it stops and gives the message. Sometimes if we resend message a few times, it'll suddenly go through. All of this without moving in the house.

Also, I'll get the chime for a voice message, when the original call never even came through and phone never rang while Im sitting right next to it.

Calls are being dropped all the time, getting "call failed" in the middle of a conversation, again, and I'm not moving atound the house. Or calls just cut in and out where we cant hear the person on the other end.

Getting so frustrated - went to the Stratham NH Verizon dealer who said nothing we can do, probably they're working on the towers or something. I already have wifi calling enabled on my phone which isnt helping.

Cant talk to a real person at Verizon corporate tech support. I've heard about extenders or repeaters that a buddy of mine has who had same issues a couple of years ago, and they gave him one for free.

I just want to be able to talk to someone who has a solution, and knows what is going on with my local service.

Since my contract is up anyway, maybe I'll just cancel Verizon and switch to AT&T or Sprint.

So if anybody can help, it would be much appreciated.

Thanks,

Merrill

 

 

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kh-gary
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In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!

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Kmacphail1
Enthusiast - Level 2

Same exact issue in Mass. please re-post if they ended up fixing this issue. Debating leaving Verizon all together. 

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vzw_customer_support
Customer Service Rep

Hello, please make sure your device software is completely updated. That has been the number 1 reason on why this is happening especially with Apple devices.

*Nicole

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stribling40
Newbie

I have this same issue. I have tested on multiple Wi-Fi networks, in multiple locations, to multiple MDNs, with multiple device models, and 2 different ISPs.

 

Issue: When connected to Wi-Fi, calls and texts will intermittently fail to send. If you disconnect Wi-Fi, the call or text will send instantly. Occasionally, airplane mode and/or a restart is required to get the text or call to go through. I worked for VZW for almost 10 years, and i was in Tier II Tech Support for VZW  in a call center for over 5 years (Murfreesboro location), meaning i have went through all the troubleshooting necessary to eliminate it being a phone issue, ISP issue, specific MDN issue, etc (as listed above). We have 4 Samsung Galaxy devices (Note 8, S9, S9, S10) and 1 Motorola device.. This happens on all my devices, on multiple Wi-Fi connections from different locations and ISPs, to different recipients with different model phones. 

 

Many people (in forums) will recommend turning off WiFi calling. This is not a solution, for Wi-Fi calling is for... just that, to use when cell service is poor/weak. Of course, this does fix the issue when disabling Wi-Fi calling (because the issue is only existent when connected to a/(any) Wi-Fi network). This isnt carrier specific, device model specific, or location specific. I see many forums from many carriers where this issue is happening. I see if for mostly Android users.

 

Please shed light on this issue, as to whether it is a known issue being fixed in a future software patch, if there is a current solution to the issue, or whatever info/fix available at this time.

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vzw_customer_support
Customer Service Rep

I'm sorry you are having issues with your calls using Wi-Fi calling, stribling40. I know how important it is to have this feature working correctly. Let's check a few settings on your device to ensure everything is provisioned correctly. Please confirm that Wi-Fi Roaming is enable on your devices using the steps on this link.  http://spr.ly/66021YIug Then, please reset the phone app using the steps on this link and test Wi-Fi calling again. Please keep me posted on your progress. http://spr.ly/66031YIu9

 

GersonG_VZW

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stribling40
Newbie

I already have Wi-Fi Roaming enabled, as well as, have already reset the app. Wi-Fi calling DOES work. The issue is... When connected to any Wi-Fi network, text and calls will stop unless you toggle your Wi-Fi connection, and sometimes, restart the phone completely.

 

Meaning, i do get the Wi-fi symbol on the phone app when connected to a Wi-Fi network. I am able to make/receive calls via Wi-Fi calling. However, intermittently it will cause the phone service (calls/text) to halt completely.. Data will still work without pause. So... intermittently i will go to 1) send a text or 2) make a call, and it will 1) spin and say unable to send text or say 2) calling, and timeout not being able to make the call.. I will retry to send the call or text with same result. I will turn off Wi-Fi, and it will send the text or make the call fine. I turn back on my Wi-Fi, and will be able to text or call just fine. However, later on, it will do it again.

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vzw_customer_support
Customer Service Rep

Thanks for clarifying how intermittent of an issue this is, stribling40. Was your phone not being used for a stretch of time prior to the call/text? Have you been able to run a speed test when this happens prior to toggling your Wi-Fi off and on?

 

ChristopherM_VZW

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stribling40
Newbie

I have noted the timing of the issue, and no, it does not matter if my phone stays idle for a long time period, or whether i was calling/texting within the last few minutes.

 

Also, i have a firewall that monitors speed, latency, packet loss, etc. Nothing happens on my network when this issue is present. As i stated previously, it is not isolated to my network. As this happens on multiple Wi-Fi networks with multiple ISPs.

This is clearly a bug. Multiple devices, multiple Wi-Fi networks, multiple ISPs. The only consistent piece throughout the process is Android. Also, i only have Samsung devices but multiple models (as previously stated). However, when reading different forums from multiple carriers and manufacturers, this seems to be happening with different device manufacturers, as well as, carriers.

VZW, however, is my carrier. Which is why i am here. I have posted this same issue on Samsung's forum, but i have yet to have a reply. So, thank you for your replies. I just hope that there is a solution to this issue, or a known bug reported of this issue, to know it is being worked on, and if there are any work arounds known (other than disabling Wi-Fi calling as i live in a very low service area of VZW and rely on Wi-Fi calling to communicate and/or perform my job. I work from home). It is just becoming more of an issue than it is a solution due to not ever knowing when service is "hung up" while connected to Wi-Fi until i go to text/call someone and get the spinning wheel of death.

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vzw_customer_support
Customer Service Rep

We are sorry to hear about the issues you've experienced. I would be concerned if my device were not working as needed. Let's look at your device in more detail. Has there been any recent updates on your device that you know of? JasperM_VZW

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stribling40
Newbie

I dont think i have specifically stated this yet.

When i disable Wi-Fi calling on any of the devices, the issue goes away. Calls/text will continue to send and never time out. As soon as Wi-Fi calling is enabled again, the intermittent issue occurs.

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stribling40
Newbie

Hello,

 

Yes, we always update our devices anytime there is a software update released and pushed to us OTA. None of our devices are rooted/altered in any way.

 

Also, i have factory reset 2 of 4 devices to ensure no apps installed were causing the issues. I also, after resetting to factory defaults, booted both devices in safe mode to ensure all apps were removed by the factory reset and were not running. The issue still happens.

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vzw_customer_support
Customer Service Rep

stribling40,

 

I want to make sure we have you on the right path towards a resolution. I have sent you a Private Note, feel free to respond with any questions or concerns.

 

ColinH_VZW

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bearone21
Legend

poor wi-fi is an issue with your internet provider!

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mclark100
Enthusiast - Level 2

My wifi is fine. I only mentioned it because several years ago Verizon told me to turn on wifi calling which improved my in-home service at the time. And it's been turned on since.

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vzw_customer_support
Customer Service Rep

Thank you for this information, mclark100. Are there any parts of your house where you get better service than the rest?

 

PeterP_VZW

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mclark100
Enthusiast - Level 2

No, it s a small single-level ranch and doesnt matter where we are in the house. Like I said, undeliverable texts and failed calls seemed to start in earnest several weeks ago. A buddy who lives pretty close had similar issues a couple of years ago, and you guys provided him a free extender/booster box that solved his problems.

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vzw_customer_support
Customer Service Rep

Thank you for providing that information. We understand how important it is to have a working service in your home and want to make sure you are provided with the best options. With regard to your concerns, we would like to review the area more as well as your home Wi-Fi connection indoors. Based on your issues are you stating that the Wi-Fi calling feature is now not working as it did prior? Do you have the same connection issues using Wi-Fi indoors as you do with the cellular service connection? 

JasperM_VZW

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mclark100
Enthusiast - Level 2

My CALLS and TEXTS are not working as they were. My wifi works fine for everything else. I have no idea whether "wifi calling" has anything to do with our problems. I dont even care whether that feature is enabled or not unless it makes my calls and texts work like they should.

What I would REALLY like to do is to talk to an actual person and get this solved before my patience runs out. Our cells are pretty much useless in the house now for anything without call failed or undelivered texts. And this service is unacceptable!

Please connect me with a person I can talk to about this, (of course I'll have to use my landline).

Thank you.

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vzw_customer_support
Customer Service Rep

We appreciate the details you have shared with us and want your issue resolved. To provide the support you need, please reach out using a method here:https://www.verizonwireless.com/support/contact-us/. Let's get this resolved for you.  BobbyN_VZW

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vzw_customer_support
Customer Service Rep

mclark100,

 

Providing you with superior service is the number one priority here at Verizon Wireless. We are concerned to hear that you are having trouble with your service, but we will definitely look into this matter closer for you as we would never want to lose you. Do you recall anything happening in the area around the time the issue started to get to the level of where it is now? Are you only having the issues indoors or outdoors as well?

 

CandiceH_VZW

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