Wifi Calling - Stopped Working
Kevin_M_32
Enthusiast - Level 2

We have two different Motorola e5-play phones.  We live in rural Montana and rely on wifi calling at home for both personal and work purposes (no cellular signal at home).  Approximately 2 weeks ago wifi calling stopped working on both phones.  We have changed nothing with our home network.  During this time I have spent multiple hours researching the forums and elsewhere on the internet for possible problems and fixes.

I have gone through my phone settings multiple times.  I have removed and reinserted the sim cards on both phones.  I have reset network settings on both phones several times.  I have done factory resets on both phones.  I have completely disabled firewalls on my router.  I have attempted wifi calling on a different wifi networks.  Still no wifi calling.

I'm not a newtorking specialist, but to the best of my ability I have traced the various connections that my phone attempts to establish when accessing our wifi, and ran trace routes on many of these various ip's.  In particular, I notice that the ip's attempted by the "myverizonservices" app all time out and are unable to complete.

I would like to know if this means that Verizon's network is so jambed or otherwise disabled that our phones cannot make the connection?  Does this app affect wifi calling?  Any assistance would be very welcome, we really need to get wifi calling functional again.

Also, when within cellular service & attempting to connect to "View Verizon Account" from phone settings, I get the message "net::ERR_EMPTY_RESPONSE".

Thanks!

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34 Replies
vzw_customer_support
Customer Service Rep

With the steps you've completed on your device,  you have covered most all based for any device troubleshooting? Wi-Fi calling is also a feature on our end that we need to add usually. Have you contacted us to check to see if the feature was removed? Have you troubleshot your router at all? AustinL_VZW

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Kevin_M_32
Enthusiast - Level 2

Thanks AustinL_VZW for responding.  Verizon login has not been available for days, so I am just now able to post again.

If I am correct in my research, the "my verizon services" app (com.verizon.mips.services) plays a big role in establishing wifi calling.  I have run traces from my phone to all the i.p.'s that this app attempts to connect to, and most of these ip's are unreachable, trace routes time out every time.  This make me think that verizon's servers are either down or too congested to function.

Whatever it is, I'd like to get it working!

 

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vzw_customer_support
Customer Service Rep

Kevin_M_32, we definitely want to make sure that Wi-Fi Calling is a feature you have access to. We'll be sending you a Private Note for further review and assistance.

 

 

LauraF_VZW

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Kevin_M_32
Enthusiast - Level 2

I've just finished several pm's and phone calls with Verizon support.  We still haven't been able to resolve this issue, but I would like to say that it hasn't been because of a lack of trying from the support people at Verizon.  They have been very helpful and I believe earnest in their attempts to find the problem.

Thanks much!

Helkenndg
Newbie
  • any resolutions?  I am on my second Galaxy S10E due to this issue, was working until the software updates yesterday. Now it is just grayed out, can't even turn on wifi calling...
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Helkenndg
Newbie

New phone same problem....

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vzw_customer_support
Customer Service Rep

It is important that you are able to use Wi-Fi calling. What version of Android are you using?

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kaviner
Newbie

I live inside City limits however have poor cell service in my home.  Have been here for 8 years with Verizon and Comcast.  In the last few months the wifi calling has stopped working well.  I have multiple dropped calls, calls that stop working (can't hear caller) but don't drop, takes 10 to 15 seconds for a dialed number to connect and sometimes it doesn't.  I have called Verizon, I have gone to a Verizon store and have not been able to resolve the problem and I too have spent hours trying to fix this.  I use the phone all day for work and I cannot have this happening.   I am ready to change carriers, but would prefer not to, I would like someone to help me fix this.   Can someone assist?

 

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vzw_customer_support
Customer Service Rep

Having your Wi-Fi Calling is always important to stay connected, and we would hate to lose your preference. Let's work on getting this fixed! Have you made any changes to your device or home internet connection?

 

AlfredoL_VZW

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mike84mx
Newbie

My wifi calling on my galaxy S9 stopped working suddenly. After 5 hours on the chat and phone calls, no resolution was reached. I'm overseas and don't know what to do. I need my phone.

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vzw_customer_support
Customer Service Rep

Can you please turn your device off, remove the SIM card for 3 minutes and then reinsert. Test  the device for functionality and let us know the outcome. 

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sfstowers
Newbie

My wife and my wifi calling became horribly erratic a couple of months ago after working perfectly for years.  Calls suddenly abort every few minutes.  Our router is functioning normally and nothing else changed.  We are considering a change of providers, it is untenable now.  We both have iPhones.  Please help?  Thanks.

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vzw_customer_support
Customer Service Rep

ststowers Having a dependable connection is something that we also want for you. We sent you a private message here in this forum.

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Same issue here.  Wifi calling worked great for me until this summer.  Now it cuts out multiple times during a phone call and I often miss calls because it doesn't ring.

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dubstings
Newbie

add me and my iphone 12 to the list, along with my whole family.

 

called verizon support and they said try a new router. i did that and same problem. 

 

i know it is activated becuase about 10% of the time phone displays "VZW WIFI" on the top of phone. but other 90% its impossible to get calls through.

 

anyone have any luck here?

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vzw_customer_support
Customer Service Rep

Hello, being on top of your Wi-Fi Calling is vital, especially if it stopped working. When did the problem start? What modifications have you made? What exactly happens when you try to use the service?

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sbk1
Newbie

I decided to try WiFi calling for the first time a few days ago with my Pixel 3.  It worked for a short time, then became intermittent, and then stopped working entirely.  During this time I tried various settings, but nothing I did made it any better or worse - it doesn't work at all now.

As I wrote in my previous message, under Mobile network settings, in the Advanced section, I have Wi-Fi calling turned on.  Under the heading "WI-Fi calling" is the message "Call over mobile network".  This implies to me that the software is choosing to ignore Wi-Fi calling even when the mobile network has a weak signal as it often does.  This of course is the situation where Wi-Fi calling would help.

SBK1 

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sbk1
Newbie

Same issue for me with my Pixel 3.  Started using WiFi calling about 2 weeks ago.  Loved it because we have spotty cellular signals at both home and summer residence.  Then it stopped working most of the time.  Last time I saw the WiFi calling indicator at the top left was yesterday.  Back to using our landline phone for all calls.  (It's not provided by Verizon and runs off our fiber optic-powered WiFi).  Maybe there is another service provider who either has a stronger signal in our area or WiFi calling?  Time to find out before I update my phone with Verizon...

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vzw_customer_support
Customer Service Rep

The last thing we want is to lose a member of our family. Please send us a Private Note, so we can ensure the Wi-Fi Calling is provisioned correctly for you. *Bee

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sbk1
Newbie

Bee:

As I explained, I've lived with marginal cell phone voice calling at
both of our residences for years. I was happy to learn about the WiFi
calling option, but it worked intermittently for a day or two and then
stopped working completely. I've tried to find a setting that will get
it working again without success.

I have Wi-Fi calling turned on in the Advanced settings for Mobile
network, but it still says "Call over mobile network". This seems to
indicate that the mobile network is being selected over the WiFi.
There is no direct way that I can find to change that setting. The
mobile network is spotty at best, but my WiFi is connected directly to
100 mpbs fiber optic. I don't get it.

Steve

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