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Shwnster Author

Level 1

32 points

iphone 12 dropping calls

My iPhone 12 Pro has been dropping nearly all calls since receiving after launch. The tech said "Oh, the diagnostic reported 13 out of 18 calls dropped recently, so that's not good". I purchased through Verizon, and have since gone through multiple resets, SIM card replacements and phone replacement and still have the same issues. All of the support was through Verizon and ultimately Verizon said this was a known issue with Apple and that I should take it up with them. So I just finished testing with an Apple tech, after over an hour on another phone I had to borrow to get this addressed. The Apple tech took it to his level 2 who ultimately said it was a Verizon issue, without a doubt because there is zero chance 2 new phones would have the same issue. They then placed me on hold because they said they wanted to bring Verizon on the call because I told them Verizon said to take it up with Apple. The Apple tech gave up after 35 minutes of being on hold and said we could try again later. Ha!

So no one is owning this known issue and I am stuck with a $1000 piece of garbage. Never again! I am going to have to shell out more money to get another phone and I am absolutely dropping Verizon as well. I would really like to know through all of this, is there anyone with the new iPhone 12 that is not having any dropped calls?

Posted on Dec 3, 2020 2:58 PM

Top-ranking reply

lobsterghost1

Level 10

150,240 points

Posted on Dec 30, 2020 4:15 PM

We have iPhone 12 and 12 Pro Max both on AT&T and not a single dropped call yet since launch of both.

This leads me to ask those who are having dropped call issues the following questions.

Did you transfer the sim from your previous phone to your new phone? If you did, you should get a new sim which is provisioned for 5g
Go to Settings > Cellular > Cellular Data Options > Voice & Data - What is it checked? If you live in an area with minimal to no 5G service (5G is still rolling out across a lot of the world), and your phone is set to 5G, you'll drop calls. Change it to 5G Auto or if you don't have 5G where you live to LTE

Otherwise it seems from those posting here, the common issue is Verizon. You should be hammering Verizon on this as it's most unlikely an issue with the phone. The entity who controls calls on your phone is not Apple. It is your cellular provider.

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445 replies

May 20, 2021 5:33 PM in response to lobsterghost1

Since I’m only allowed to speak for myself. My issue is not a carrier issue. It’s the phones inability to switch from WiFi to cell. My carrier works fine as long as I’m not using WiFi calling, from various locations and WiFi environments.

it’s clearly the phone. 12 pro is terrible.

May 20, 2021 6:06 PM in response to Rjconn007

Rjconn007 wrote:

Since I’m only allowed to speak for myself. My issue is not a carrier issue. It’s the phones inability to switch from WiFi to cell. My carrier works fine as long as I’m not using WiFi calling, from various locations and WiFi environments.

it’s clearly the phone. 12 pro is terrible.

UM........Wifi calling IS a carrier provided feature. Apple doesn't have anything to with Wifi calling. If it's not working right, it's an issue for your carrier to work out.

May 20, 2021 6:15 PM in response to lobsterghost1

WiFi calling works fine. Cell works fine. It’s when the phone gets in between the two and tries to switch between them, fail. Happens in the same areas constantly. That’s not a carrier issue and the Apple engineers don’t say it’s a carrier issue.

Dogcow-Moof

Level 8

36,557 points

May 21, 2021 1:40 PM in response to iPhone123gissues

You don't understand how this works; Apple can't do anything, it's the carriers who need to.

It's like buying a radio; the radio can work perfectly, but if the station is transmitting a poor signal there is nothing that can be done from the radio side.

petemcl

Level 1

99 points

May 24, 2021 7:07 AM in response to lobsterghost1

lobsterghost1 - I have an iPhone 12 Pro Max on AT&T and am having the same problem with dropped calls. It looks like this is a big problem as it is being reported all over the internet. Nobody seems to have a good fix yet.

Dogcow-Moof

Level 8

36,557 points

May 24, 2021 8:34 AM in response to petemcl

I have a 12 Pro Max, use Wi-Fi calling most of the time I am home, and have not dropped a single call since receiving my phone in November.

Not one of hundreds each month, and many that start on Wi-Fi and transition to cellular and vice-versa.

The only thing that might conceivably be different is 5G is not enabled on my AT&T account.

May 24, 2021 8:37 AM in response to Dogcow-Moof

In contrast, 5G is enabled on my AT&T account and I have no issues with Wifi calling or dropped calls. I use 5G a lot and have a very strong 5G signal at my home and in most locations in my city. I do however, understand that it has to be frustrating for those who are having dropped call or Wifi calling issues.

Dogcow-Moof

Level 8

36,557 points

May 25, 2021 5:07 AM in response to sberman

Precisely.

I still am on the original "Unlimited" plan that was offered with the original iPhone.

AT&T has allowed you to keep that plan if you so choose, but in doing so you are not allowed to use certain features, like use your device as a WiFi hotspot or connect to 5G networks.

Dogcow-Moof

Level 8

36,557 points

May 26, 2021 6:06 AM in response to Davylinhardt

Millions of other users worldwide experience none of that.

Issues with sending email attachments are almost always configuration issues or problems with your email provider and have nothing to do with the phone.

I have found my 12 Pro Max has the best reception of any iPhone I've ever owned; have you contacted your cellular carrier to inquire about issues with your local network and cell tower?

Dogcow-Moof

Level 8

36,557 points

May 26, 2021 6:20 AM in response to Davylinhardt

That's certainly your right; a consumer economy means no one product will be the right solution for everyone, that's why customer choice is a good thing.

You may want to do some reading as well:

Samsung Community: Samsung Galaxy S21 Ultra Plus Dropped calls

May 26, 2021 6:30 AM in response to Davylinhardt

LOL. We don't care if you go to Samsung. We're just users like you. But if you think Samsung isn't having any issues with dropped calls with 5G, think again. There are multiple threads in the Samsung Community.

Here's another --> https://us.community.samsung.com/t5/Galaxy-S21/Galaxy-S21-Ultra-Dropping-Connection-To-Cellular-Network/td-p/1730601

In Samsung's defense however, just like with iPhone, it too is unlikely the phone, but the carrier or settings not correctly set for 5G services.

May 30, 2021 2:50 PM in response to Shwnster

I’m with ATT and same exact issue. 6 weeks of my time and countless hours with Apple and att tech support. No resolved. This phone is useless. Ready to leave for another carrier and start using android products once an for all.

please let me know if you find another remedy. Ugh. Over this!

Dogcow-Moof

Level 8

36,557 points

May 31, 2021 4:12 PM in response to iPhone123gissues

Different frequencies.

iPhone 8:

FDD-LTE (Bands 1, 2, 3, 4, 5, 7, 8, 12, 13, 17, 18, 19, 20, 25, 26, 28, 29, 30, 66)

TD-LTE (Bands 34, 38, 39, 40, 41)

iPhone 12:

FDD‑LTE (Bands 1, 2, 3, 4, 5, 7, 8, 12, 13, 14, 17, 18, 19, 20, 25, 26, 28, 29, 30, 32, 66, 71)

TD‑LTE (Bands 34, 38, 39, 40, 41, 42, 46, 48)

So if your iPhone 12 is asked to use FDD-LTE frequencies 14, 32 or 71 or TD-LTE frequencies 46 or 48, and those frequencies are not properly configured, your iPhone 12's calls will drop.

Your iPhone 8 doesn't support those frequencies so it would never be asked to use them.

Your SIM card usually isn't the issue, the cell tower usually is.

cc229

Level 1

8 points

May 31, 2021 9:46 PM in response to Shwnster

Hi! My calls go silent and I can’t hear the other party and they can’t hear me. Then it will come back in. This happens repeatedly and then usually drops the call. This is my 3rd iPhone 12. My husband’s 12 Max pro has worked fine. We both have Verizon as our carrier.

Jun 1, 2021 4:41 AM in response to Dogcow-Moof

Shwnster

this is a good description of mine. Are you on WiFi calling? This does not seem carrier related to me, I have spent hours on the phone with internet, carrier, and Apple. No one has solved and all other versions of iPhones work just fine so it always comes back to the phone not working on something. Apple should have made a phone that was compatible.

iphone 12 dropping calls