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calls dropping when switching from wifi to verizon network

rwry
Member

Since switching to the iphone 8s through verizon, I've had problems with calls dropping.  I started contacting verizon about 9 months ago.  I went through a number of diagnostics, setting changes etc with no sustained improvement with the performance of the phone and/or the network.  After months of dropped calls, I finally figured out it was happening when I was on a call using a wifi network, but moved outside of wifi and onto the verizon network, the call would drop.  The call wouldn't drop right away, but I could no longer hear the person speaking, then eventually I would get the notice call failure.  It doesn't matter what location (or wifi network) I'm on, but when the phone needs to switch to verizon the same thing happens.   To test my theory, I turned wifi off for a day and moved around my home and outside while on calls the way I usually do and none of the calls dropped.  The verizon network signal wasn't great inside my home, but atleast it didn't drop calls.  

I've been on a number of calls with verizon customer support.  One recommendation was to get a network extender which made no sense to me.  (again it happens no matter where I am) the most recent customer service rep recommended a new sim card.  That seemed like a reasonable thing to try.  Got the sim card yesterday and it didn't work.   I got a call back from customer service today with what they feel is the final outcome and decided the sim card wasn't going to work.  I asked them to put it in writing to me because I honestly couldn't believe what I was hearing:

"I do apologize for the frustration. As we discussed the WiFi calling is working as designed, if you start a call with WiFi calling and walk away to another location the call will drop, this is going to be more consistent in areas of marginal coverage as well." 
 
For the following reasons, I struggle with this response:
1) It happens no matter where I am (when my phone switches to the wifi I'm on to the verizon network, the call drops)
2) I've had about 10 iphones and have never experienced the high number of failed calls
3) There are 3 other iphone users on the verizon network in my home, none of them are having the same issues (they are not on the iphone 8s)
4) Why would a Company that states "best phones, best network" be ok with saying calls will drop?
 
The last recommendation I received from Verizon was to turn wifi calling off.  I've been conditioned to use wifi whenever and wherever possible.  Not sure why this setting is now necessary and if it truely is to prevent calls from dropping, why is it only after 9 months of calls to customer service that they are now telling me this. 
 
If any suggestions out there, would love to hear them.  I've been with Verizon for many years, but this one really puts a dent in my loyalty!

 

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Re: calls dropping when switching from wifi to verizon network

Community Manager
Community Manager

We appreciate your loyalty very much, rwry. This is certainly not the experience we want for you. I can help clarify some of your concerns today. The call can switch to Wi-Fi or Advanced Calling depending on which has the better signal. When this happens it should be seamless, which means the dropped calls shouldn't be occurring. We are never okay with any of our customers dropping calls, and I apologize if you got that impression. However, if Wi-Fi calling is not a good option for you because of the continued dropped calls, then I would highly recommend disabling that feature. Having low signal bars is not a valid indicator of service issues, like dropped calls. This means you can still continue to have excellent call quality even if you only have 2 bars of signal. May I ask if you have any issues with voice and data at the same time? For example, are you able to browse the Internet on your phone while on a normal call? This is a good way to test out if Advanced Calling is the root cause or not.

 

AnthonyC_VZW

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Re: calls dropping when switching from wifi to verizon network

rwry
Member

Thank you for your response and I'm glad to hear that Verizon is not suggesting dropped calls is ok.  As mentioned in my comments, that was the input I received from Verizon tech support and I have that in writing.  It was an impression, it was a statement.

I will try to answer your questions.  I haven't had a problem with wifi calling and I still don't.  In the past, when wifi switched to the verizon network it was seamless.  In fact, we were burning a lot of data because we didn't realize our wifi was switching to verizon and causing large usage of data.  I do understand that our phones will bounce back and forth looking for the strongest signal.  I'm ok with that and have enabled all of the devices in the home to switch to wifi when we enter.  My phone is also set up to switch to wifi networks in many locations (friends, family and multiple work locations).  If I do what you are suggesting and turn wi-fi calling off then I will be at the mercy of the strength of the verizon network in every location.  I shared with Verizon tech support my experience when turning wi-fi off.  The good news, my calls didn't drop when I left the wi-fi area. The bad news, the call was not always clear in my home that signaled the strength of the network was not great.  I'm happy to keep the dialogue going because dropped call during business hours is a drain on productivity and irritating to those on the other end of the call.  Candidly, I feel like I'm going around in circles with Verizon right now.  

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