More dropped calls than we can count
Gears1080
Enthusiast - Level 2

My wife and I both have iPhone 11s.  For the past eight weeks, we have been plagued by dropped calls.  We can no longer use our phones for work, because calls consistently drop every 90-120 seconds.  WiFi calling also does not work. Over the past three weeks I have spent FOUR HOURS on the phone with VZW (from our land line).  They have examined our phone data, tried every troubleshooting step, and sent engineers to the local tower.  They have “no idea” why the calls keep dropping.  We have requested a signal booster on multiple occasions, but have been turned down bc “your signal seems fine.”   We have ONE BAR of service, and WiFi calling doesn’t work.  We have been VZW customers for 15 years.  Verizon’s lack of assistance and solutions is laughable.  Does anyone have any last-ditch advice before we switch to T-Mobile or ATT?

13 Replies
vzw_customer_support
Customer Service Rep

Gears1080, 

 

We understand that your service is important to you. We would never want you to leave us. We do have a Network Extender option, but if your Wi-Fi calling is not working, this may not work either. Can you tell me what happens with your Wi-Fi calls?

 

JenelleW_vzw

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Gears1080
Enthusiast - Level 2

Despite WiFi calling being activated (and following troubleshooting steps), the WiFi calling never connects.  Despite spending two hours on the phone with tech support, they had “no idea” why this was happening. Their official diagnosis: “that’s really weird.”  Huge help, guys...

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vzw_customer_support
Customer Service Rep

We want this resolved ASAP.  To clarify, does this happen with both phones?  Have you been able to test your Wi-Fi Calling with other Wi-Fi Networks?  If not, are you able to?  This will help to tell us some helpful information.

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Gears1080
Enthusiast - Level 2

Dropped calls on both iPhone 11s on the account.  Doesn’t appear to happen anywhere else.  

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vzw_customer_support
Customer Service Rep

Gears1080, thank you for those details. As a test, please turn Airplane Mode on, reconnect to Wi-Fi and try the Wi-Fi call. Then does it work? 

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Gears1080
Enthusiast - Level 2

We’ve literally tried that 20 times.  Tried it again just now.  No luck. 

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vzw_customer_support
Customer Service Rep

Thanks for that information,Gears1080. How many devices are connected to your home Wi-Fi when trying to place the Wi-Fi Calling? Is Advanced Calling turned on? Please navigate to Settings > Cellular > Cellular Data Options > Voice & Data > enable LTE  > toggle on. Next, navigate to your Wi-Fi settings on both devices and ensure prefer Wi-Fi while Roaming is toggled on. Once complete, try to place a test Wi-Fi Call and share your results. 

 

KiaH_VZW

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Gears1080
Enthusiast - Level 2

Tried and no improvement.  Any other ideas?  I’m literally paying $200/month for two iPhone 11s that can’t make/receive calls.  

vzw_customer_support
Customer Service Rep

Gears1080, what ZIP Code are you having issues? Does this happen only at home or everywhere? Indoors & Outdoors? Have you attempted to reset your network settings as well as a Hard Reset on your devices?

 

-Joshua

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9wood
Specialist - Level 2

@Gears1080  that is one of there script trouble shooting steps none of which seems to fix problems as I been trying for several months

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9wood
Specialist - Level 2

Many others have reported this issue myself included for several months now 5 weeks ago I was promised a schedule tech visit to fix tower has not happened yet was told by one rep qoute we will fix it when we feel like it unqoute get nothing but excuses and probably more than you got i.e new sim they sent me one not fixed signal told it's just my phone and nobody else has reported this etc

Pkberton
Enthusiast - Level 1

Same issue here an VZW is not helping. I am in the process f issuing a complaint with the FCC I suggest everyone do the same.just search , “ How to file an FCC complaint “ the process is easy. Maybe then VZW will take action, I am tired of paying for a service that does not work.

vzw_customer_support
Customer Service Rep

I know the importance of being able to stay connected when and where you need it, Pkberton. What model is your phone? Is this affecting all calls or just at random? Does this happen in multiple locations?

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