Service/Device Issue Resolution

Details About Your Verizon Service Issue

If you recently received a text message from us regarding a service issue, this page contains details about the resolution.

Our investigation determined the Verizon network is working properly and providing the expected service, but there’s a device related issue.

Below are steps that can improve your services:

Common steps for all devices:
  • Make sure your device operating system software is up to date.
  • Remove your phone case and check your network signal.
    • Some accessories can block the antenna and cause device performance issues.
  • Verify there are no call blocks, contact blocks or restrictions.
  • If your device has a Do Not Disturb setting, make sure it is set to your expected outcome.
  • Verify mobile data is turned on.
  • Verify the Access Point Name is set correctly.
  • Ensure your device is free of physical damage, which can affect overall device operation and performance.
  • Verify that Accessibility settings are set as desired (options vary by device).

Additional help:

HD Voice settings: (Changing these settings could improve device performance.)

Android™ phones:

To enable or disable HD Voice on your Android phone:

  1. Go to Settings.
  2. Tap Advanced Calling under WIRELESS NETWORKS.
  3. Tap Advanced Calling again to turn it On or Off.

If you have an older device like Samsung Galaxy S® 5 or Motorola Droid Ultra / Maxx / Mini, follow these steps to turn HD Voice on or off:

  1. Go to Settings.
  2. Tap More Networks or Tethering & Networks.
  3. Tap Mobile Networks.
  4. Tap the VoLTE Call setting to turn it to On or Off.

iPhone / iOS phones:

  • To turn HD Voice on or off:
    • Tap Settings.
    • Tap Cellular.
    • Tap Cellular Data Options.
    • Tap Enable LTE.
    • To turn HD Voice on:
      • Tap Voice & Data so it has a check next to it.
    • To turn HD Voice off:
      • Tap Off so it has a check next to it.

Windows Phones (settings may differ for older Windows Phone software versions):

  1. Verify HD Voice settings:
    • Tap Settings.
    • Tap Extras.
    • Tap Advanced Calling.
Android tips:
  • Verify Battery Data Saver settings are set as desired.
  • Verify Battery Optimization settings are set as desired. (Setting location varies by device and software version.)
iOS tip:
  • Verify Messages settings are set as desired. (Ex. iMessage, Send as SMS, etc.)
Windows OS tips:

Verify or update the Access Point Name settings:

  1. Tap Settings.
  2. Tap Network & wireless.
  3. Tap cellular + SIM.
  4. Tap SIM settings.
  5. Tap Internet APN.

Verify mobile data is on:

  1. Tap Settings.
  2. Tap Network & wireless.
  3. Tap cellular + SIM.
  4. Slide or tap the data connection On.
Basic device tip:
  • For all basic device issues please visit our Troubleshooting Assistant. Select your device and follow the prompts to get step-by-step solutions.

Thank you for assisting us by letting us know there was a problem with your service.

We apologize for any inconvenience this may have caused. We appreciate your patience as we worked to resolve your issue and thank you for choosing Verizon!

Android is a trademark of Google, Inc.

 

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