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mcs2015's profile
mcs2015
#1 Star!
The 5th element!
10th stratosphere!

Tutor

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52 Messages

Mon, Jun 28, 2021 11:22 PM

UNABLE TO CONNECT, CALL DROPS, POOR CONNECTION - WHILE ON WIFI

This (Edited per community guidelines) service has only gotten worse. Seems to occur in the late afternoons. Suspect when traffic increases (less bandwidth). Not my ISP. Reset Network Settings does NOTHING. Can't even make or receive calls, it just hangs and then drops ("Call Failed"). Made many complaints to AT&T AND ZERO IMPROVEMENT. Even when the call connects, the call won't last without dropping. Problem is not the phone. It's the service. I have a 5G phone, but there's no 5G service in my area.

Constructive

Employee

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29.4K Messages

1年前

Is AT&T your isp?

mcs2015

Tutor

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52 Messages

1年前

No. Cox Communications. I can't even get ahold of customer service. The keys aren't even being recognized when I press them. Then the call just drops. WTF is going on?

(edited)

Constructive

Employee

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29.4K Messages

1年前

Wi-Fi calling is your isp 

mcs2015

Tutor

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52 Messages

1年前

How does that help me?

Is there some way to send emails to customer service?? Calling is a joke, the hold times are unacceptable! 

(edited)

Former Employee

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1.8K Messages

1年前

No there is no email address. If the service is not working for you, it is your responsibility to find a provider that does.

mcs2015

Tutor

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52 Messages

1年前

Intermittent loss of service has only gotten worse in my area. Outgoing calls will not connect, and the the call fails, have to repeatedly call before I get a ring. Dropped calls have increased. Callers can't hear me, etc. This all started getting worse in the last couple weeks. Only occasional loss of service before this. I call customer service and all they can offer is a credit since I am paying for service I am not getting. 

Constructive

Employee

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29.4K Messages

1年前

Has nothing to do with AT&T your isp provides the router and your service. The Wi-Fi calling is carried over Cox not AT&T. AT&T doesn’t manufacture the the phone either so why would you think AT&T has a responsibility? 

mcs2015

Tutor

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52 Messages

1年前

Ok, but I've had no issues with my ISP, no service drops, download speed is 600+ mbps. I've called Cox a million times over this and they say everything is fine on their end. ATT reps says same thing. No one wants to take the blame.

Constructive

Employee

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29.4K Messages

1年前

Maybe it’s your phone 🤷‍♂️

mcs2015

Tutor

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52 Messages

1年前

Hard to say. It seems to work fine when I'm outside my home where i make most of my calls. It's an area that is notorious for lack of cell towers for decades. But I haven't ever seen it this bad.

(edited)

mcs2015

Tutor

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52 Messages

1年前

Process of elimination and I have confirmed this in different ways:

1) it is not the phone.

2) It is not the ISP.

This is an AT&T problem. Calls will not connect, then I get a "call failed" or the call drops or during a call, they can't hear me but I can hear them or vice versa. Not acceptable. As soon as I drive to an area that has 5G, no problem. Why can't you people @ AT&T fix this once and for al??

(edited)

Constructive

Employee

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29.4K Messages

1年前

Well since your not talking to AT&T

mcs2015

Tutor

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52 Messages

1年前

At my wit's end as this lack of continuous service continues which seems to be worse during business hours. Called ATT CS and this time, asked for a supervisor who determined that the problem is an ATT tower that is getting congested, thus I am not able to connect or get bad reception, dropped calls, etc. Gee, who'd have thought it could be that it was congested? Was told I would be switched to a different tower in the meantime. Was given a case ID and told I would get a call back within 48h. 

Why I didn't get switched to a tower that works in the first place is beyond me. That would've avoided all the downtime and frustration and numerous complaints I've made over the last several months! Will be getting compensated for the "damages" ATT has caused for the many days of lack of service.

Would've been appropriate for an ATT rep to have suggested I make my complaint to a supervisor directly in the first place.

No sense in any of us paying for poor service!

sandblaster

ACE - Expert

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59.9K Messages

1年前

Being connected to WiFi does not necessarily mean you are on WiFi calling. Are you sure you are actually connected to WiFi calling? You aren’t on WiFi calling unless you see “AT&T WiFi” as the carrier. Another possibility is your cellular signal is just strong enough that your phone switches between cellular and WiFi calling. That would cause calls to drop. First you need to verify you are actually on WiFi calling. You can also try putting your phone in airplane mode and turn WiFi back on. That will force your phone to stay on WiFi calling.

mcs2015

Tutor

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52 Messages

1年前

Yes, am connected to WiFi calling as is indicated in the settings on the iPhone 12 as "Wi-Fi Calling on This Phone" slid to green. I had been experimenting going on/off to see if that made any difference and it did not.
I will try putting it in airplane mode next time it goes dead again. Again, I have no problem when I leave my calling area and get on 5G.

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