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Re: WiFi Calling keeps turning off

Community Manager
Community Manager

@JULSOU38 ,

 

I appreciate those helpful details, as Wi-Fi Calling is an excellent feature included with your service, so we definitely want to make sure it's working. Any phone will always look for the best possible connection when you use it, and your description of the phone jumping to a cellular network is evidence of that happening. Try placing your phone into Airplane Mode before making a Wi-Fi call, and see if the phone stays put or tries to jump around like before. Let us know how that goes. Our internal teams are currently working with Google to determine what the complete resolution will be, so be sure to check for software updates periodically: https://vz.to/2yRiw83

 

Russell_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: WiFi Calling keeps turning off

sinanju
Miembro

I don't believe you, @Russell_VZW. I've been on the phone with support. Verizon forwards me to Google. Google forwards me back to Verizon. Nobody takes responsibility.

Verizon never wanted to support this feature. They are on record saying it isn't necessary because Verizon's coverage is so great. The feature is on phones because of competitive pressure, not because of a desire to make existing customers happy.  Once you have them on contract, who cares  if the feature actually works or not.

So, I repeat... I don't believe you. I have no reason to believe you. No person with this phone should ever expect a fix from Verizon.

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Re: WiFi Calling keeps turning off

tiredoftalus
Miembro

  If anyone follows the suggestion of @JULSOU38 to go into airplane mode, be sure to turn wifi back on before trying to make a call. This was a suggested to me in a Verizon chat. The problem for me is that it sometimes works, but some times I get the message that the phone cannot make a call in airplane mode.

  If I get that message I will turn off wifi [while still in airplane mode] restart the phone, turn wifi on. So far this has let me make calls in wifi mode without the phone trying to connect to an inadequate mobile signal.

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Re: WiFi Calling keeps turning off

MIKETHEJULSON
Miembro

Absolutely that's a fantastic idea, unfortunately it's one that I've

already tried months ago to no avail. Being that it's solely an issue with

the Google pixel 2 I'm inclined to believe that it has something to do with

Google security patches that it rolled out over the last couple months

because that's really when the issue started to rear its ugly head. I know

that Verizon handles the Wi-Fi calling through its system but Google's new

security protocols I believe are shutting that down because it perceives it

as a threat of data mining. I've read the script of all this stuff and very

well-versed in some areas, not all.

What makes it so difficult is I have zero service at my residence. My wife

has service and she has the brand new Galaxy phone and my son has service

and it's really just me. So with this Wi-Fi issue literally ending phone

calls in the middle of them it's kind of hard to run my business buy my

reviewer and I own a company called streamline consultations where am I use

technology to integrate better ways of conducting business to save money I

look like a fool when I can't even make a phone call. Being that my phone

has to switch who roaming mode because I have zero service at my house in a

metropolitan area I am left with a useless device that is fully paid for.

Google is really pushing for their new security protocols to be implemented

throughout all of their devices with their branding whether it be on your

network or not this is something they want to guarantee aside from network

issues. I attend their symposiums on these types of things regularly. As

amazing as the Google pixel 2 is and it truly is an amazing phone I just

finished paying for a glorified paperweight I can't even make a phone call

at my house I need to drive about a half-mile away to get a call that might

drop or it might just stay in roaming. I have done every single

troubleshooting tactic there is up to replacing the phone. This is cost me

so much money and time. Verizon is the only company that is equipped to

deal with something like this and really the only fair thing to do would be

to provide me a comprable phone as in the new Samsung plus the bigger of

the two and provide it for free being that my phone is completely paid for.

And I paid full price for it after the representative at the corporate

store took advantage of my not paying attention to the way he was

structuring everything sneakily. My son's biological father had just been

killed by the police in my son was suffering PTSD my mind was elsewhere and

this particular individual knew that. How would I go into a Verizon store

to add a line and use my last upgrade I say last because after that you

guys weren't offering the massive discounts on upgrades like you used to

why would I not use those and decide to pay full price for the phone? It is

because of that that I feel I am entitled to a replacement at full value

and I paid over $1,000 for my phone so I feel I should be able to pick any

phone in your guyses line up if you want to be able to keep my business and

I really hope you do because I don't have the money to go out and purchase

a new one. I am not adding another large sum of money to my account with

you guys you have already brought me through the wringer at you can go back

on my account 8 years and see how you guys had a dummy phone with a data

plan on my account for over a year-and-a-half before that cost me all kinds

of money and problems. Running a technology-based company and not being

able to be on the phone is truly detrimental to me and would result in me

having the move and go through all these extra issues. I've always been an

advocate of Verizon but you guys have left me scorned I appreciate the

personal attention I truly do and this is not a personal attack but if you

have the deal with the stuff that I have to deal with while trying to take

care of a family and deal with the issue at the same time it's almost too

much to bear. Some of that legendary customer service and compassion in the

realm of what can we do to fix this individual's life that we have helped

damage is what I need from you guys to move on. Situation like this as bad

as this sounds I have to think of my family and let go of my pride, this is

a good marketing thing for you guys to show that you care about your

customers. Everyone knows you have the best service but behind the Verizon

curtain why's a Sea of Faces with no distinction. Bring some distinction to

it empathize with my kids to go see therapist as if it were you struggling

to be able to put food on the table because your phone drops calls. Help

how I can say

On Fri, Jun 22, 2018, 6:10 AM vzw_customer_support <

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Re: WiFi Calling keeps turning off

Community Manager
Community Manager

jjthomas We certainly want you to be able to use Wi-Fi as it helps with data usage. Let's work together to get it working. What phone make/model do you have? As we want to make sure Wi-Fi Assist is turned off.

Dolores_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: WiFi Calling keeps turning off

Community Manager
Community Manager

MIKETHEJULSON, it's essential that you can complete your calls at home. I'm sorry to hear that you're having such problems with your reception indoors, and that your WiFi Calling is not working right. It has to be challenging that replacing the phone didn't solve this issue. Please describe what you experience when you try to use WiFi Calling. Has Google provide a resolution for this situation? Does this happen at other indoor locations?

 

Joel_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: WiFi Calling keeps turning off

MIKETHEJULSON
Miembro

Thank you for reaching back out to me I appreciate it. Aside from replacing

the phone I did every single troubleshooting technique that is available.

Both from Verizon as well as Google. Google stated that the problem is

solely with Verizon Google pixel 2 XL and they don't have the issue with

other carriers. Something about security protocols interfering with Wi-Fi

calling. It's at a point now where if I don't check my phone every 5

minutes then I don't get any calls at all. And even though text messages

come in on a different band or wavelength I still don't get those either

any longer. I don't know what else to do I've already had the phone

replaced and done everything I could think about and everything that I was

instructed to do. Is there any way that I can return the phone and get my

money back because it's still within the first year?

Michael

Personal information removed as required by Verizon Wireless Terms of Service

Re: WiFi Calling keeps turning off

MIKETHEJULSON
Miembro

Oh I apologize I forgot to answer part of your question, it's not an issue

with my Wi-Fi, and I don't typically notice it when I leave my residence

where my neighborhood I should say because I don't have any service in my

whole neighborhood. It's just a dead zone you guys have sent out

technicians to try to readjust the towers and everything and for some

reason this area is just not good for cell phone signals with Verizon on

this device. My wife's phone which is the Samsung has no issues and get

service and doesn't have the problem with the Wi-Fi calling at all it's not

anything to do with outside circumstances. The only reason I'm not getting

calls at all is because I don't have any service whatsoever through the

regular Network. When I am away I have service everywhere pretty much so I

get my calls. As soon as I drive out of my neighborhood my phone starts

lighting up with messages and voicemails and things like that. As stated

previously I would be able to deal with that and it's not that big of an

issue except that I work from home and then self employed owning my own

business, my business primarily deals in technology, it's really two

businesses to be honest one is a review company and we are contracted

through many different bigger companies and media Outlets and other types

of companies for product research and the other half of my business is

Consulting Services for streamlining operations utilizing technology. I had

been able to push and be an advocate for Verizon's Service as part of my

job but I haven't been able to do that lately because it's just not true

that they have coverage everywhere because I don't have even a 1x signal at

my residence and have to spend hours a day at a park up the street in order

to do any of my business

Michael

Personal information removed as required by Verizon Wireless Terms of Service

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Re: WiFi Calling keeps turning off

Community Manager
Community Manager

MIKETHEJULSON,

Maintaining a connection is important. We'd like to understand how services are in that area. What zip code are you in? How is your connection when you connect to another WiFi network?

Kati_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: WiFi Calling keeps turning off

JULSOU38
Miembro

That's a great question! I too would like to ask Verizon if they will take these phones back and give us other phones of a comparable value. My husband and I both have the Google Pixel 2 XL phones. We bought them from Verizon just 6 months ago, and we have been having the wifi calling turning off since we bought them. No one knows how to fix the problem. We are also having other issues with the phones that Verizon and Google don't know how to fix as well. My phone was just replaced under warranty and the new one is having the same issue with wifi calling shutting off. These were very expensive phones and I think they should function correctly. Message to Verizon-- If you can't fix the problems these phones are having, then what will you do for the many customers who have them??

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