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Dropped Calls

AlexAA
Member

I am having the same problem as so many others on this forum; i.e., dropped calls from home (zip code 19124),  I've made many calls for many years from this same home without any problems and all of a sudden, within the last week, I'm dropping calls on a regular basis.  I've also recently started to get messages saying that my call failed.  I've also heard from people that I'm difficult to hear or that they only hear every other word.  I have an iPhone 6s.  I thought maybe something was wrong with my phone so I had it checked by Apple.  There's nothing wrong with the phone.  Now, after reading all of the posts on this forum about people having the same problem I'm having, I have to believe the problem is with the Verizon network.  Could this be being caused by something Verizon is doing to get ready for 5G?  Whatever it is, it needs to be addressed.  It's useless to have a mobile phone that can't initiate or maintain a call.

Alex

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Re: Dropped Calls

Community Manager
Community Manager

AlexAA,

We know how important it is to have reliable service at home. We would love to look into this further. We do not see any known issues in your area. When you contacted Apple Support, did they go through troubleshooting steps with you? If so, what steps were taken?

 

YeseniaV_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Dropped Calls

AlexAA
Member

Thank you for responding so quickly.  I took my phone to a local Apple store.  The phone was hooked up to a computer.  I have no idea what tests were conducted.  I could see the screen just well enough to notice that the system reported the number of calls, how many were successful, how many failed, and how many were dropped.  I didn't make many calls.  I think the most I made on any one day between yesterday and the 19th of Dec. was 5.  Approximately 50% of my calls were either dropped or failed to go through.  The diagnostic did not provide any indication of the sound quality.  The technician did a separate check of the microphone for sound quality.  That test reported no issues.  The phone's microphone and earpiece were cleaned as a precaution.  I am pretty well convinced that the problem is not with my phone.  The technician could only suggest that the problems I was having could be due to heavy call volume given that there are a lot of calls made at this time of year.  I have a difficult time believing that because I've made phone calls at this time of year from my home in past years without any trouble.  So, something has changed.  The technician told me I should let my carrier know about my issue.  He said there may be work being done on the system in my area (19124).  He also said that if other people are reporting the same problem, it may help the carrier identify the source of the problem.  As I said, I don't believe the problem is with my phone, not after reading all the posts from other people who are experiencing the same problem, calls made from the same location as previous calls (especially those made from home) are now experiencing problems.  Please do not hesitate to contact me for any additional information that will help identify the source of my problem.

Alex

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Re: Dropped Calls

TJUHNKE
Member

I too have been experiencing a similar issue on my new iPhones.  We moved from Google phones to new XRs.  In the past couple of weeks we cannot make a call from our home without the phone dropping the call or the person on the other end not able to hear us.  I had a peer say they heard there were issues with an iOS update, but if that were the case, I would think there would be an almost immediate patch!   HELP...if this is to continue, the we need to return these new phones and look into moving to another carrier.  We've been in this house for 8 years and never an issue...why would this become an issue overnight?

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Re: Dropped Calls

Kochjones
Member

After eight hours of relentless investigation at a Verizon store, Apple support and, Verizon support I think I figured out the issue. My phone was dropping calls and unable to dial out and people could not hear me when they dial in immediately following the Apple update 13.2.1. It was somebody at the Brighton store that finally recognized after we reset factory default settings, network,And every other setting that we could fine. He noticed that my phone would work with Bluetooth earbuds. So I googled and I googled and I finally found how to Change the headset mode which it was stuck in. Every setting we reset with it would work for about one hour and then revert back to not allowing outgoing or incoming calls. After googling it said go to General settings then to accessibility, then to call audio routing. And change it from headset to speaker. The new update however eliminated my accessibility option under my general settings. My daughters phone, which is the exact same phone purchase at the exact same date, did show accessibility Setting because she did not do the update yet. So at the top of the settings there is a search bar and I put in call audio routing and it appeared. I've been went into the settings and changed it From automatic to speaker. The automatic kept automatically putting it to the headset. What I realized was I was using my headset the night that the update occurred. So when it updated it somehow got stuck in the headset mode. Hope this helps.

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