Add-Ons_VoLTE - (Voice over LTE) - Simultaneous Voice & Data Calls: Issues

Taha Khan Updated by Taha Khan Permissioned article This article is internal and cannot be seen by public viewers.

Please refer to this guide regarding VOLTE requests:

Android

If the customer is unable VoLTE:

Make sure that the device is properly configured, and correct APN is installed. If the device is properly set-up, the VoLTE option should appear enabled.

Option 1:

  1. ​Ask the customer to install “Force LTE" application from play store.
  2. Open the application on your phone and select the method under ForceLTE.
  3. After choosing a supported method, you will be redirected to the “Phone Info” page.
  4. Now scroll through the phone information to set the desired network type and select the LTE only option.

Option 2:

  1. Ask the customer to dial  *#*#4636#*#*.
  2. Go to Phone Information and then navigate to the Preferred Network Type. Make sure the customer selects the option which has both LTE/CDMA. If LTE/CDMA is not specifically present then they can choose LTE only.
  3. Once the preferred network type is set, make sure to turn on VoLTE provisioned (Which is right below Set Preferred Network Type).

iPhone

For iOS 14 and above:

  • When Voice and Data is set to LTE, that means VoLTE is on. When Voice and Data is set to 4G, that means VoLTE is off. In this case, set Voice and Data to LTE, VoLTE will be turned on automatically. If it still appears off, turn it On manually.
  • If the customer still cannot turn on the VoLTE, try enabling VoLTE from AP features. If it still doesn't work, escalate the issue to tier 3 to check provisioning from the backend.

For iOS 13 and below:

  • Set Voice and Data to LTE and turn the VoLTE toggle on.
  • In this case, if the customer does not see the VoLTE toggle, first reset the network settings (Settings > General > Reset > Reset Network Settings - This will delete all the existing Wi-Fi passwords) and check if the customer can turn on the VoLTE toggle then. If the customer still cannot turn on the VoLTE, try enabling VoLTE from AP features.
  • If it still doesn't work, escalate the issue to tier 3 to check provisioning from the backend.
Sometimes, despite having service and LTE status being CN, the customers might not be able to turn on the VoLTE feature on their phone. Instead, they might be getting an error message directing them to contact Verizon or try again later. If a customer does not have an active data plan, please add some free data on their line. Ask them to restart the phone, turn on cellular data, and then try to enable VoLTE.
VoLTE is automatically enabled on GSM LTE and can't be enabled or disabled from our end (Vcare or AP).

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