I just recently upgraded my device on an existing line to an unlocked Samsung s23 ultra and have just noticed I am no longer able to make video calls with the rest of my family. Is there a way to fix this so that I am able to make video calls using the SIM card that is in my device verses having to use google hangouts or facebook messenger.
Hey ac47, I know how important it is to be able to make video calls with family members. I too enjoy video calls with my family across the US as it's a great way to stay in touch. Sadly, features like Video Calling do not work on unlocked devices, and are only available on Verizon branded devices. I hope that this helps to answer your question.
-Joseph
That is the dumbest thing I have ever heard.
Maybe Verizon needs to get caught up with the times? I needed a 1 TB Samsung S23 Ultra, Verizon had NONE!
So, I had to order one from Samsung.
At the price we are paying per line (5 lines right now, was about to add another one) I'm thinking that AT&T's offer for 5 lines sounds much better now. They have confirmed that any unlocked phone will have all features, including ViLTE and Call Filtering.
🙄
Brianbic, thank you so much for reaching out as we truly appreciate your business. The last thing we'd ever want to see is you leaving us. I know that there are some limitations on unlocked devices that were not specially made for our network but we always want you to enjoy all the features your device has to offer. Please see the Private Note I have sent.
-Natasha
I think that Verizon and customer service representatives have mastered the pleasantries..
But it does not help users. I have been with Verizon for 14 years. It began as a corporate change and when I left the corporation I stayed with them because still they were cutting edge in helping consumers and clients.
Now, as is my case my husband gifted me an unlocked Samsung 23. When I got the phone I spoke to both Samsung as well as going to my local Johnson City Tennessee store to be sure that I wouldn't lose any features. Both assured me that everything would be seamless as long as I put the SIM card in.
I've had the phone now for 3 weeks and only recently wanted to do a Verizon video to Verizon call and oh my goodness all the features are not the same... The video feature is gone.
Basically this looks punitive and a penalty for those who do not buy a phone from Verizon. 14 years down the drain.
There is absolutely no reason Verizon doesn't have a capacity to create the methodology for customers to have video calling on an unlocked phone. For God's sakes there still staying with Verizon as a carrier. Video calling should be a reward!
PS
And to add insult to injury I actually added a device and wound up extending my relationship with Verizon and my bill is bigger now.
Booyah ..kick in the relationship for sure.
Thank you for your loyalty these 14 years. Your feedback is valuable to us and always taken into consideration. We'd like to assist you and review options a little closer. I'll be sending you a Private Note, please reply to it, so we can get started.
~Maria
I purchased an unlocked Samsung Flip 5 of course instead of the company saying oh we don't give you this feature they put me through 4 days of make believe that it was Samsung. I been with Verizon 13 + years and for first time yesterday I have been looking into other carriers unless I get my video calling feature that pay for with my plan they will indeed loose my business and I will take 9 of the 10 lines with me only leaving 1 line because I owe for a phone I hope someone can help me and not keep giving me the run around.
I've experienced very similar recently. Well the beautiful part about having an unlocked phone is u can take it to another carrier. I would be taking a gang of ppl with me too. If they have a good reason maybe, but I think the reason is 'we want you to buy phones from us.'
Has anyone gotten any useful feedback? I recently purchased a 1 TB S24 Ultra, and Iam unable to use the video chat feature, can't see read receipts or if messages were delivered. I am super annoyed!! I was told by a rep a local Verizon store I would have to purchase my phone from Samsung to get the storage space I needed, and he never said I would lose functionality to Verizon features that I PAY FOR MONTHLY!!!! Why not push a software update to those who pay for your services like AT&T and other providers? You don't offer the larger storage as an option for purchases then we're penalized from buying directly from Samsung. I was on the phone today for 4 hours with Verizon and was transferred to multiple people and no one knew how to help me. I have 6 phones, 4 tablets, and a watch and can't interact with my family normally. I'm about to leave all together. this is nuts.
There has been no response that I'm aware of. Awhile back they made an attempt by saying something that applies to users of iPhones. I reminded them that I am an Android user. They never responded after that. There's no reason they can't fix this issue with a simple update sent to unlocked phones, as AT&T did. I've had my Verizon account for 30 years, with multiple phones, and this is the way they treat their long time, loyal customers. We are also shopping for a new provider.
Was this resolved? I'm having the same issue and no one at Verizon is able to assist me. I've been on the phone with multiple tech reps for the past two days...
I'm on an Unlocked S24 Ultra 1TB because Verizon doesn't offer it in 1TB.
Been with Verizon for over 20 years, and am strongly considering leaving because they have chosen not to allow this feature for unlocked devices. The functionality is there, it's a business decision and a bad one.
We have 7 unlimited phone lines, a couple of tablet lines, and a couple of watch lines. I guess Verizon doesn't want our business anymore...
The newer factory unlocked versions of Samsung phones do not have video calling built into the native software. It's my understanding Verizon versions have an extra chip installed to give them the feature. So unless there's a way for us to convert our unlocked phones into Verizon ones, you'll have to use a 3rd party app to do video calling. It's one of the downsides to having an unlocked phone vs. a carrier model: not all of a carrier's features will work on an unlocked phone, and if it starts acting up, you're on your own because no carrier will troubleshoot it for you. But you can take the phone to any carrier and don't have to deal with bloatware which can't be removed.
But what is ridiculous, is Verizon allows video calling between carriers! So the fact that they're not allowing this is ridiculous!
I just ran into this exact same issue with the S25 Ultra. I needed larger storage than the 512 and so I ordered the 1TB unlocked. Before I purchase directly from Samsung I chatted with a Verizon agent to make sure everything would work without issues. They told me it would be fine. They never told me that they wouldn't allow first party video calling. And now I'm stuck with this device that I paid full price for and will likely have to try to send it back. So frustrated!
This is so ridiculous given that video calling is available between networks such as Verizon and T-Mobile.
I am experiencing the same issue with my unlocked S23 ultra, to add insult to injury I moved over from ATT with an unlocked pixel 7 pro and video calling worked just fine for that device. It's not like samsung doesn't build video calling into the phones after all.
I just got an unlocked S23 Ultra. I cannot believe that Verizon does not allow video calling. My family uses that feature frequently, and I am beyond upset over this. What is this, punishment because I don't have a branded phone? I'm still using their service! We've been loyal customers for almost 30 years now, but this has us thinking it is time to switch carriers. Unless Verizon fixes this issue, they are going to lose my whole family.
It's ridiculous, one of my kids has an old Verizon branded phone that will make Verizon video calls, even if I put a mint mobile card in it, but my other has an unbranded unlocked phone that won't, even though she's on my Verizon plan.
We know how important it is to stay connected, we'll be glad to help out. In this case, if you are using Facetime to make video calls, you would need to have an iPhone device, as it is not possible to use a Samsung to Facetime an iPhone. We hope this information clears up this for you.
~Freddy
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