Persistent Phone Cut-Out Issues

[Bograde]

I’ve been dealing with an incredibly frustrating problem with my Verizon service.

This is a long post explaining all the steps I’ve taken to resolve the issue, it is still not resolved.

I currently have an IPhone Xs Max on the latest Apple IOS 13 software.

I’ve been experiencing calls “cutting out” while talking on the phone. Calls do not drop, but audio cuts out. It is noticeable on both sides of the conversation. My husband has an IPhone 7+ on our family plan and has not experienced any of these issues.

This started about a year ago when I was on an IPhone 7. I called Verizon customer support and they ran some through all the Tier 1 and Tier 2 support and stated it was not a Verizon issue and that it must be a phone issue. I was due for a new phone anyways, so I went into Apple and upgraded to an IPhone Xs Max. For this phone we restored from my backup. à Problem still existed.

Talked to Verizon again and ran through Tier 1 and Tier 2 checklists and options, ran through all the settings solutions and updates and checking each time that the issue still exists. WiFi calling, HD calling, LTE Data Only, Advanced Calling etc. Still the problem still exists. Eventually completely wiped phone and started from square one (did not restore from backup, but from factory new) à Problem still existed.

Verizon said they were out of options and that maybe it was device issue again and just bad luck with two devices. This seemed crazy to me, but I went back into Apple and asked for a new replacement phone, again an IPhone Xs Max. We set this phone up from brand new, no restore, no backups, just brand-new phone and brand-new software. à Problem still existed.

Talked to Verizon again, noting that it must be an issue on Verizon’s part. Eventually we got to a last dich effort of switching my line to a totally new number. à Problem still exists.

Verizon at this point has told me their hands are tied and that they suggest switching providers. I’m very surprised they would suggest this since the issue is clearly due to Verizon and is not apparent on other family members lines.

At this point I’ve spent 20+ hours on the phone with Verizon and easily 4 hours with Apple and am still no farther along in solving this problem.

Here are the things I know:

• It is not due to lack of tower signal or congested towers because my husband has not experience any of these issues nor has anyone that has been at my house making calls. The issue also follows me and happens everywhere.
• It is not a device issue. I’ve been through three different devices and still have same issue.
• It is not an IOS software issue. I have completely wiped and started from scratch both on my own and with a brand-new phone from Apple.
• Changing the number didn’t resolve the issue but I have no idea how this process works or if any settings transfer to a new number that could be pulling the issue along with it.
• I know this is a Verizon issue. I don’t want to switch providers, but this issue is enough of a nuisance that if it is not resolved, I will have to try that option.

I’m getting very frustrated because every time I call Verizon, I just get told that the person I’m talking to has “extra training” and some “tricks up their sleeve” and then just get asked to check on all the same things every time. I really need something above Tier 2 support to troubleshoot this, there has got to be someone who can work outside the typical troubleshooting checksheets and think critically about why I am experiencing this issue. Any help is greatly appreciated.

[vzw_customer_support]

The last thing that we want is for you to have issues with your devices. We will be happy to look into this for you. We would need to access your account to continue. To authenticate your account please confirm your first and last name, review the following, and then click the link after "Authenticate here":

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CPNI is info available to Verizon solely by virtue of our relationship with you that relates to the type, quantity, destination, technical configuration, location, and amount of use of the telecommunications and interconnected VoIP services you purchase from us, and related billing info.

Verizon protects your info and does not share info that identifies you personally outside of Verizon except with your consent and as otherwise disclosed in our privacy policy. Your choice here does not affect your Verizon services. To learn more, visit our information collection and privacy policy at http://spr.ly/6600GeWse.

By clicking the link to continue, you agree to allow us to share your info, including CPNI, in Messenger and Direct Message. To stop sharing info including CPNI, stop using Messenger and Direct Message to chat with us. Contact Facebook and Twitter about your rights, if any, to delete info that was previously shared.

Authenticate here:http://spr.ly/6003GeWsXDavidR_VZW

[BDF1]

I have the exact same problem! Been through everything two Verizon members could do, switched from prepaid to postpaid and still happening.  Very frustrating!

[vzw_customer_support]

Reliable service is a must and we want to help in any way we can. Let's work together to make sure that no stone is left unturned and we find a permanent solution to your service issue. Does this only happen in one location? What is your ZIP Code and do you know if others in your area have the same trouble? 

RogerZ_VZW

[jsm7]

I'm having the same issue. People tell me that they can't hear me, calls are dropping and texting can be spotty at times. I have been a long time customer of Verizon but after seeing that you are all going through the same things, I may switch providers. Very frustrating!

[vzw_customer_support]

As a long-time and valued customer, your service concerns are our concerns and we'd regret losing you. It's vital that callers can hear you when you're speaking with them on your mobile phone.  We've also noted your reference about you experiencing dropped calls and problems with texting (At times). We apologize for your inconvenience, and we're confident that we can and will resolve your service concerns, so let's get started! How long have you been experiencing these service issues? Is this happening while you're indoors, outdoors, or both? Have there been any recent changes to your mobile phone? (e.g., software update, new apps downloaded, etc.) Please try rebooting your phone if you've not done this already. - RobertC_VZW

[prvzw]

I have been have the same issue as well. I have a samsung S10. I believe it is the wifi calling feature, which is very unreliable. Try making calls with wifi turned off. If this solves your problem then it should be wifi calling. I have not figured out a solution. It may be either the software or hardware (router) etc. 

[vzw_customer_support]

Prvzw, we are sorry to hear that you are experiencing issues with calls on your S10. You mentioned attempting to turn off Wi-Fi Calling, have you taken this step with your phone? If so, did you then see a change? Do you find that this happens at a specific location? When did this first begin? LorenB_VZW 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!!

[Tdbks]

Exact same issue!!  Constant cutting out!  I’ve switched phones three times to no avail!  We’ve had Verizon forever but I’m so tired of this!  Someone has to be able to fix it!!

[vzw_customer_support]

Hey, there. I understand you're having issues with your phone service cutting in and out. What is the make and model of your device? Is it a Verizon phone? Does this happen on all calls? If it is not a Verizon phone, that could be the issue. Feel free to send us a Private Note so we can do specific troubleshooting for your device and account. 

CelesteR_VZW

[Mygertie]

Oh my gosh....we have the exact same thing.  It's unbelievable that Verizon has this problem and can't fix it.  I have always had Verizon but now we are going to have to change.  Not one single rep could fix it and I've spent hours with them.  

Paula Stevens

[bmw2208]

I have been having the same issue. I have just assumed that it was an issue that belonged to the other parties. 

[eaharter]

I've been having the same issue for the past three weeks or so. My phone consistently has no service in my residence or even in the entire neighborhood and wi-fi calling is even patchy. I've never had this issue in these locations before and have updated the phone and gone through all of the troubleshooting articles to no avail. This is incredibly frustrating as I am wholly reliant on my cell phone as my office is still working from home and I cannot make work calls. 

I'm on a Verizon iPhone X 

[vzw_customer_support]

It worries us to hear you've had ongoing issues with service at your home over the last three weeks, eaharter. It is our priority to ensure you have reliable service, and we will make sure to help. Could you please provide us with your city and state to review the network in your area? Do you know if other Verizon users have similar problems in this area? DavidR_VZW

[Caldwellka]

I am having the same problem with my moms new iphone12.  She is elderly and this is her only communication.  Her iPhone 6 worked perfectly and since we got this iPhone 12 she can hardly talk on it.  I have spent hours and hours on the phone and in the store, tried everything they have told me, new SIM card and switched the phone for a new phone yesterday thinking we had a defective device, and the problem continued.  After reading these posts I think I am taking her phone back today and going back to the 6.  However I already know they are going to charge her a restock fee of what i am remembering to be $50.  How is that fair?  She is paying $1000 for a phone she can’t talk on and obviously Verizon knows there is a problem and can’t fix it.  Beyond frustrated.   I believe a change of carrier may be due. 

[vzw_customer_support]

We'd never want for you to have to switch providers, Caldwellka. But being able to communicate with our loved ones is essential for sure. Having to spend so long on the phone is tough for sure but we want to do all that we can to help out. Can you tell us more about the calls and the issues that they are having? Are they dropping at a certain point? Does she have WiFi calling set up, etc? Thanks!

[TRIG7]

Similar to Caldwellka, I have a senior parent that I'm having trouble reaching, and my 89-yr old mother is upset.  What I experience is that people are calling my phone, but it doesn't ring and then the Voice Message symbol just appears.  The phone was right next to me, idle. This has been happening for about 2 weeks now. Incredibly frustrating. I also have experienced that when I call some people, it goes to voicemail, even though they are available.  One of my mothers nurses told me that she has had that problem as well, and she restarts her phone.  I am very concerned that a front line worker (the nurse) is also experiencing this problem.  It sounds like this is becoming more widespread. 

[SpadVIII]

We're experiencing similar issues to everyone else on this thread. We switched our service from PagePlus last spring to Verizon Prepaid. Verizon service has been excellent until about two weeks ago when voice service on our iPhone 6s and iPhone 7 Plus phones started cutting out. We can make calls to other cell numbers or landlines, but starting about 30-60 seconds into the calls, our voice starts cutting out and the people we call can't hear us though we can hear them. 

Service at home is better, but only when we turn on WiFi calling which obviously isn't useful when we leave the house. We live in a town with good cell coverage and our friends who also have Verizon aren't experiencing the same issues. We're almost to the point of cancelling our cell service and going back to our land line for voice communications. Very frustrating!! Is this problem due to our service being Verizon Prepaid versus Verizon Contract?

[vzw_customer_support]

We understand how important it is to get the service you need. A Private Note will be sent to dig further into this. BrittanyC_VZW

[SpadVIII]

I received this message:

Thank you, you have successfully authenticated. A Verizon agent will contact you shortly.

How will you be contacting me?

[vzw_customer_support]

Getting the assistance you need and deserve is a must and we are here to provide it. Please meet us in a Private Note for assistance. We will stand by. - AlbertP_VZW

[M1ckeydee]

Wow!  Verizon acts as if my issue is unique.  I just found this thread and I am having the exact same issue.  I am on my 4th iPhone 11 Max Pro.  It’s not the phone nor the SIM card because both have been replaced multiple times.  I have had the same number for years and been with Verizon since they acquired Houston Cellular.  I don’t understand why they would send me though all of these hoops when this is a known issue with their service.  Tier 1, Tier 2 nor Tier 3 support has fixed the issue.  I can’t even talk on my phone.  I am marking calls by dialing #832 and that’s just to pacify me while you claim you are researching this issue.  WOW!  I want this escalated ASAP!  No customer should have to go through your troubleshooting over and over again when his issue has been documented in detail on your site.  You placed the responsibility on me to work with Apple on a resolution when you already knew you had multiple customers with the same issue.  I expect someone to reach out to me with details on how this will be resolved on Monday, December 28, 2020.