Phone Calls and SMS Do Not Work Reliably Over Wifi

[indybiev]

I have a new Samsung Galaxy S23+ phone.  When I am connected to Wifi, I often do not receive SMS messages that are sent to me (or they are delayed by hours, maybe tied to me eventually leaving the Wifi connection). Sometimes, I also cannot send SMS messages (it tries for a while and then fails). I have also noticed this behavior with phone calls (not always receiving them or being able to start them), but it is more rare. It is frustrating to not be able to rely on my phone for communications. I get the impression that this is not a rare problem for Verizon services over Wifi, but haven't ever seen it get fixed either. Am I missing a key message thread? Thanks in advance for any information.

[vzw_customer_support]

Hello, indybiev, thanks for reaching out. You mentioned you're having trouble using service when connected to WiFi. Is this happening at a particular location? If so, is cellular service not readily available at this location? With regard to WiFi, have you enabled WiFi Calling: https://www.verizon.com/support/knowledge-base-304040/?

-Lauren

[indybiev]

I notice this most often in my home. I work from there and so am on the home WiFi connection most often. I don't think I've been at another location with WiFi consistently enough to know if the problem exists in other places as well.

There is no problem with the cellular service at my home, but the WiFi performance seems to generally be better and I link to some services in my home that are tied to WiFi.

I do have WiFi Calling enabled.

Thanks

[vzw_customer_support]

Thank you for the additional information. We would like to get a few more details. What app are you using to send SMS messages? ~Peter

[indybiev]

I believe it is the Verizon Messages app. The icon is a white speech bubble with 3 dots and a blue background.

[vzw_customer_support]

Thank you for that information. This is the default messaging app. This app will not be able to send SMS messages through Wi-Fi. ~Peter

[indybiev]

I don't think that is accurate. Sometimes SMS works just fine over WiFi, sometimes it doesn't. That also doesn't explain why sometimes the phone calls don't work over WiFi either.

[vzw_customer_support]

You're right. The default messaging app does have RCS messaging that can work over Wi-Fi, This has to be set up on the app. If the person you are sending the message to also has RCS set up as well , they should receive the message through Wi-Fi. If they do not have it set up, then the app will default to sending an SMS, which will not work through Wi-Fi. I hope this clarifies. ~Peter

[indybiev]

I don't think this matches my situation either. For the same contact, while I'm on WiFi, sometimes the SMS works and sometimes it doesn't. The RCS situation you describe sounds like it should always work or never work. It also doesn't explain the problem with phone calls.

[vzw_customer_support]

Hello, courtesy follow up regarding your phone calls and SMS dilemma. Our goal is to offer the support you need. Please let us know if your issue got addressed/resolved as our goal is to help you in the best way possible. 

~Gilbert

[indybiev]

The issue has not been resolved at this point.

[indybiev]

Any further help from the Verizon team here?

[vzw_customer_support]

indybiev, we're happy to clarify. In regard to sending messages over Wi-Fi, it will be necessary for the person you are messaging to also have RCS set up on their app in order for the messages to be successfully sent via Wi-Fi. If this feature is not enabled on both devices, it will not be possible to send RCS messages, which means the messages will default to being sent via SMS. Keep in mind that SMS are not sent through Wi-Fi, but through our actual network.

Since posting, have you had a chance to check your call and messaging performance when connected to another Wi-Fi network? 

~Izzy

[indybiev]

Izzy,

I'm not sure if RCS messaging is even possible as I use the Samsung Messages app. Regardless, if I wasn't able to send/receive messages from certain people at all, that might make sense. However, sometimes I can and sometimes I can't. This problem will also happen sometimes with SMS verification messages for MFA with websites, so it doesn't seem tied to RCS. The RCS setting also would not explain the problem with phone calls. 

I have tried on other WiFi networks and have periodically experienced the same problem.

Thank you

[vzw_customer_support]

We haven't heard from you. If you need assistance, please reply to our message, so we can get started.

~Maria