Verizon Advanced calling issue

[ediep]

Hello,

It has been over a month since I last LIVE CHAT with Verizon Tier 2 Customer support on my ongoing issue with Verizon Advanced calling HD plus. This setting can be found under SETTINGS > CONNECTIONS > ADVANCED CALLING > Turn ON HD Voice.

Currently, when in a call, I  would be in a middle of a conversation and suddenly am unable to hear the other end user, but they can hear me. This issue is occurring intermittently when making calls with the Advanced Calling Turned ON for all household members. Of course, when Advanced calling is TURNED OFF, both parties can hear and speak fine, but the call quality is terrible. 

I currently have the Samsung Galaxy S9+ and the other household member has the Samsung Galaxy S7. We both have experienced this issue and have gone through the following troubleshooting guide recommended by Tier 2 support :

1) Checked for updates - No  new updates to install

2) Network reset device - Issue still remains

3) Factory reset device - Issue still remains

4) Replaced SIM Card - Issue still remains

5) Turned WiFi Calling on/off - Issue still remains

I would like to note that this issue occurred in the beginning of March, and have not heard of any update since then. There has been updates on my phone that I continue to install when prompted by Verizon, but when I call using Advanced Calling, the issue still occurs to me and the other household member with the S7. 

Has anyone resolved this issue or is there any update by Verizon support on this issue? If so, what is the resolution or what is the update? 

Thank you,

Emily

[vzw_customer_support]

We know how important it is to be able to have good call quality, ediep. Is this also happening outdoors, and in locations other than your home?

PeterP_VZW

[ediep]

Hi Peter,

Yes that's correct. This issue happens outside of my home as well.

[vzw_customer_support]

Thank you, Ediep. When troubleshooting was initially performed, do you know if a network ticket was filed?

PeterP_VZW

[ediep]

Hi Peter,

No, I don't believe a network ticket was filed. All they said was that they were working on it. 

[vzw_customer_support]

Can you confirm which ZIP Code you are having trouble in? Does this happen with every call?

JoshuaC_VZW

[ediep]

The zipcode is 95350. 

Yes, this does happen to every call. What is even strange is that the issue occurs for WebEx as well.

The issue happens when advanced calling is enabled.  

[vzw_customer_support]

Does this issues happen at a specific location or does it follow you 5-miles or more? BobbyN_VZW