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Calls cut out on S20 since June
fenick
Member

Please help! Phone calls have been cutting out since this past June. I have the most recent software update for my S20. We've tried upgrading to 5G, network extenders, we've spent hours on the phone with Verizon trying to fix and it's like starting over every time we talk to someone. We are about to switch to another provider. 

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Re: Calls cut out on S20 since June
vzw_customer_support
Customer Support

@fenick ,

We're sorry to hear that you're having so much trouble, but let's unpack what you had already shared so far. What do you mean by "upgrading to 5G"? The Galaxy S20 is already a 5G device, and automatically has access to the 5G network. You also mention network extenders - plural. Normally only one would be used in a home, so how many of these are you using? Extenders rely on your home internet connection - not a mobile tower - to transfer your calls to the network, so how often are you really having these dropped calls? You also mention contacting us by phone, but if your phone calls are the issue, then that would limit how far any troubleshooting could go, although troubleshooting on its own is not endless. Have you ever reached the end of a troubleshooting session, and if so what was the result with that?

-Russell

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Re: Calls cut out on S20 since June
fenick
Member

The phone may be capable of 5G, however according to the customer service person our service needed to be upgraded so we did that (our monthly rate actually dropped though). As far as how often the call cuts out and the other person cannot hear us - almost every single time but only when at our house. We had great service until a few months ago so SOMETHING CHANGED! It happend even on wifi calling, on various iphones and various samsung phones. We have reached the end of the troubleshooting as if you stay on the phone long enough you can eventually hear the other person again. We just setup a network extender yesterday so we will see how that goes. But super frustrating to have this big ugly extender setup when we never ever needed it before. We will be switching to another carrier as soon as we can.

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