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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

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lobsterghost1

Level 10

148,454 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

Dogcow-Moof

Level 8

36,515 points

Mar 3, 2021 8:16 AM in response to Rjconn007

Rjconn007 wrote:

They say there is a known issue with the iPhone 12s and WiFi. HD Calling is necessary for WiFi calling and the iPhone 12 is not set up to do this is what the representative says.

I use Wi-Fi calling without issue on my 12 Pro Max every day - my home is slightly shielded from the local cell tower so most of my calls are via Wi-Fi calling.

Also there is no general case issue with Wi-Fi and iPhone 12s.

sberman

Level 10

267,993 points

Dec 3, 2020 3:49 PM in response to Shwnster

I have an iPhone 12 Pro with AT&T that I have had since launch day. I have had zero issues with telephone calls.

My wife has an iPhone 12 with AT&T also received on launch day. Also zero issues.

Dogcow-Moof

Level 8

36,515 points

Dec 3, 2020 6:06 PM in response to sberman

Same with my iPhone 12 Pro Max. Not only has it not drop the call, it has retained calls in areas past iPhones would regularly drop them.

The only thing of note is I do not have 5G on my AT&T plan. I am convinced carriers are having issues with 5G that are redirecting phones to channels that are not properly implemented on their cell towers, causing them to drop signals. We've seen this in the past when other new flagship phones have been released by Apple and other brands that have had the ability to connect to new frequency bands, but the towers have not yet been properly configured to service those bands.

In most all these cases a carrier update, not an iOS update, resolved the issue.

Dec 13, 2020 11:44 AM in response to Shwnster

Yep! Same issue, both with my iPhone 12 mini and my wife's. A phone that can't make calls - WTH?? Spent hours on the phone (thankfully we have a land line!) with Verizon and Apple - no one is owning the problem. New SIM cards, dozens of soft/hard resets, remove/reinsert SIM card, etc. Very frustrating!

Dogcow-Moof

Level 8

36,515 points

Dec 13, 2020 11:53 AM in response to srtin

srtin wrote:

My iphone 12 Pro has dropped calls every day. Never had that with my other phones. I think it is the 5G issue and it needs to get fixed. Would have never upgraded to this phone if I knew this was an issue.

Yes, and mine has never dropped a single call, so it's not a universal hardware issue.

Experience with past phones is not predictive.

Contact your cellular carrier and let them know about your issues as well, as in every case where this issue has been fixed it has been a result of the carrier making changes.

Dec 30, 2020 3:42 PM in response to Shwnster

I just purchased the iPhone12ProMax from Verizon wireless and am experiencing constant dropped calls. Wish I had seen this before I did the upgrade and sent back my iPhone8. Worse I can't even get through to Verizon, they literally will not respond. People with AT&T are telling me theirs work better than any other phone so there you go. This one is going to be a big hit for Verizon if they don't resolve soon.

Shwnster Author

Level 1

32 points

Dec 30, 2020 5:43 PM in response to Shwnster

Update: Apple went through all the same troubleshooting and ultimately replaced my phone again. On my 3rd IPhone 12 Pro. Still dropping calls. Apple said to now take

it up with Verizon, again. This time I went into a local Verizon store and they replaced my 5G SIM card with a 4G. It works but haven’t had the opportunity to see if calls are dropped. The manager of the local store looked at the extensive records of my case and said from here he will refer me to the Verizon Loyalty Program to possibly reimburse me for this phone. I just want the dang thing to work as reliably as my IPhone X, which I completely regret trading for this piece of junk.

Dec 30, 2020 6:59 PM in response to Shwnster

You're anger appears to be misplaced. Sure, you can be mad at the phone, but when others like me are telling you that we have NO ISSUES with dropped calls on other services, like AT&T, it should be plainly obvious Verizon is the issue, not the phone. It seems there are plenty others with Verizon service complaining about iPhone 12. If you had AT&T, you wouldn't be here complaining.

Shwnster Author

Level 1

32 points

Dec 30, 2020 11:35 PM in response to Shwnster

Do your homework. The issues are on all 5G and 4G carriers at this point, and only in the US. This was finally acknowledged by Apple to me and also ran in an article by Forbes magazine on December 2nd.

Dec 31, 2020 7:47 AM in response to Shwnster

OK.....I'm not sure what your assertions mean here except you have Verizon, which is causing your issues. No one I know with iPhone 12 (any model iPhone 12) is having issues on other carriers. And Forbes has had a burr up its butt against Apple for some time, so I don't take anything Forbes says about anything Apple with anything more than a grain of sand.

Shwnster Author

Level 1

32 points

Jan 2, 2021 6:43 PM in response to Shwnster

Update on 2 Jan 2021. So the Verizon store put a 4G card in my phone hoping that would work. Still dropping calls. I have come to think that is is dropping calls when going from a low cellular signal to wifi. It cannot make the switch, and says call failed. I have also had it drop from a 5G connection at full bars but from the last 5 dropped calls, they were all at a low signal or 1 bar when my wifi was strong and within 5 feet of me. Wifi calling does work because I have disabled cellular. You might be thinking why don't I just disable cellular and use wifi. Well, that still drops as well. I can talk more than 3 or 5 min though.

Now I have been on the phone going from Verizon Loyalty to Tech back and forth going on 2.5 hours. First I was told by Verizon Loyalty that the Tech dept had to put in the correct notes in order for the Loyalty dept to release this phone so I can just get another phone. After over 45 min on hold the tech dept that I was transferred to did not know what I was talking about and said that Loyalty was the dept that could handle this. They then said they could offer me a $300 credit towards the balance on this phone or on my account. I told them that I am not asking for any discount or free phone, just to be released from this iPhone 12 Pro (3rd one) that keeps dropping calls. I will pay the full price for another phone, whatever. This is ridiculous. Still on hold being transferred back to Loyalty.

I am happy that there are some satisfied customers out there, but this particular phone, or the network, or the combination of it all is not working for me. I want to get what I am paying for. I'm also so deep into Apple it would not make sense to get out of the system for anything else. God I miss my iPhone X.

sberman

Level 10

267,993 points

Jan 2, 2021 7:02 PM in response to Shwnster

Shwnster wrote:

I'm also so deep into Apple it would not make sense to get out of the system for anything else.

The other variable is Verizon. I’ve had no issues at all with my iPhone 12 Pro on AT&T.

Jan 2, 2021 7:06 PM in response to sberman

In every thread on this I've read where someone was having issues with dropped calls, the one common theme has been Verizon.

We are on AT&T and have had no dropped calls. Verizon has an issue here.

Jan 5, 2021 5:18 PM in response to Shwnster

I have never had this Upsetting issue of drop calls. No network signal with a phone. Except for this iPhone 12 Pro Max ! Been Chatrina with Tech iCal support and have gone through, resetting network, tirning airplane mode on and off and doing same with cellular settings. I have removed my sim card several times as instructed. ALL TO NO AVAIL! I still do not have signal!!!! What is APPLE doing to address this issue? These phones are not cheap btw. But it is damaged because it failed to serve It’s purpose! Really APPLE?

Jan 5, 2021 5:22 PM in response to mildred167

My dropped calls problems also continue. From all the posts here it still appears to be a problem with certain carriers vs. the phone itself. I have friends with this phone on AT&T with no issues. I have only done one call with tech support at Verizon, but they were very nice and told me how to mark the calls for their log and gave me the phone number directly to tier 2 support so I don't have to go through the normal gates to get help. I'll respond on this thread as I go, hopefully I can get it resolved or may have to get a different phone or a different carrier.

iphone 12 dropping calls