VoLTE with iPhone SE not working on Verizon

VoLTE with iPhone SE not working on Verizon

Postby RandySea » Wed Jan 08, 2020 7:52 pm

I have been using Tracfone over Verizon for nearly five years. My phone is an iPhone SE. The top line of my screen says I am connected to "TFW LTE".

Early last year, Verizon announced that it was switching technology from CDMA to VoLTE (Voice over LTE data). Compatible iPhones include SE, 6s, and later models.

On Dec. 27, 2019, I got a text message from TFW directing me to turn on VoLTE, with the simple directions for iPhones. Turn on "Voice & Data" the iPhone Cellular Data settings. In my case, all that happened for the first few days after I get the text message from TFW and tried to turn on VoLTE was that I got a message to contact TFW support. All they could tell me was that my phone was incompatible with VoLTE. That is obviously wrong. After that I stopped even getting the message. The cellular data setting just stays at Voice.

I know other people in my area who have iPhone SE that is working with "Voice & Data" over Verizon. They have Verizon plans. This tells me the problem is with Tracfone, either in their system connection to Verizon or in their APN profile. The customer service person insisted this could not be the case. It had to be my phone. Her supervisor said the same.

I tried two other iPhone SE with Tracfone over Verizon. Each had a "Voice & Data" option in settings. Each would not turn on.
RandySea
 
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Re: VoLTE with iPhone SE not working on Verizon

Postby kg1414@outlook.com » Sun Jan 12, 2020 6:04 pm

I hate to tell you this, but the exact same thing happened to me. I had a iPhone SE. I KNOW that model is capable of LTE calls. But Tracfone said it is not. I chatted with them online 3 separate times and got the same answer.

I ended up receiving an iPhone 11 for Christmas, so it became a non-issue. But one possible solution may be to see if you can transfer your Tracfone service to a GSM Tracfone SIM card. It would be using different towers (AT&T instead of Verizon) so make sure you would have coverage in your area. But you can get a package of SIM cards for Tracfone on Amazon or Family Dollar (I think) for $1.00. But maybe chat with Tracfone and make sure they will port your number and service to the new SIM card utilitizing GSM service. Then it is not an issue, at least for now, because I don't believe AT&T is discontinuing 3G service for a few years yet. So it may buy you some time.
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Re: VoLTE with iPhone SE not working on Verizon

Postby TracFone - Maria » Thu Jan 16, 2020 1:49 pm

Hi RandySea. I'm TracFone Maria. We understand where you're coming from. Our sincere apologies for the inconvenience you have experienced. We would like to have an opportunity to review your account so we can address this issue as soon as possible. To do this, please check your Forum inbox for a private message. You may also text the keyword HELP to 611611. Thank you.
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Re: VoLTE with iPhone SE not working on Verizon - SOLVED

Postby RandySea » Sun Feb 02, 2020 3:35 pm

SOLVED !
If you have an iPhone SE that is not allowing you to turn on VoLTE, do not believe anyone at TFW who tells you the phone is not VoLTE compatible. Do not waste your time with any customer service rep who tries to tell you to reset anything on your phone, like network settings.

Just keep trying until you get to an upper level department and find someone who appears to understand that they need to disconnect and reconnect your phone on the system. This will likely be possible only if you get to the CBD (Cellular Billing Dept.). You need the billing department or equivalent because it is in your account that the "not VoLTE compatible" information is locked. This apparently happens because you once had a not-compatible phone or SIM. When you updated to an iPhone 6, SE, or later, the old info did not update. No low level customer service person can understand or fix this. It isn't in their script and they don't have the tools to do it.

Note: If your SIM card is pre-mid 2018, then you may want to replace with one from a new Tracfone "bring your own smartphone kit". I got mine for $1 on Amazon. Then when you activate the new SIM (any CS rep can do that) and VoLTE won't turn on, work you way up.
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Re: VoLTE with iPhone SE not working on Verizon

Postby Roadtripper » Mon Mar 09, 2020 1:47 pm

I have contacted customer service multiple times via online chat and their 800 number all without any help. I want VoLTE and wi-fi calling activated on my BYOP iPhone SE. CS says my iPhone is not VoLTE capable and I know it is.I don't want to change SIMs because mine has TMFL and I don't want to lose that. I would like to hear from a Tracfone rep who knows how to solve this problem like they did for RandySea without changing SIM cards. If it's as simple as deactivating and reactivating without losing my phone number and my balances in minutes, data and texts, then contact me via PM and please help me with this issue.
Thank you!
Roadtripper
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Re: VoLTE with iPhone SE not working on Verizon

Postby TracFone - Maria » Tue Mar 10, 2020 5:11 pm

Hi Roadtripper. I'm TracFone Maria. We understand your concern. Rest assured that we will do our best to help you with this issue. To further assist, please check your Forum inbox for a message. Click on "New Messages" beside User Control Panel to view your Forum inbox. You can use our self-service menu by simply texting the word HELP to 611611. Thank you.
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Re: VoLTE with iPhone SE not working on Verizon

Postby Roadtripper » Wed Mar 11, 2020 2:27 pm

So the link you sent me in my Inbox takes me to the same chat site that has not been able to help me over the past year. Sorry but that's no help.
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Re: VoLTE with iPhone SE not working on Verizon

Postby Roadtripper » Tue Apr 28, 2020 2:24 pm

Are there ANY TracFone reps on this forum that are able to activate VoLTE on my iPhone SE (1st generation)? Please don't give me a link that leads me to TracFone chat, they have not been able to help me.

Thank you for any help you can provide!
Roadtripper
 
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Re: VoLTE with iPhone SE not working on Verizon

Postby TracFone - Maria » Thu Apr 30, 2020 5:53 pm

Hi Roadtripper. I'm TracFone Maria. We understand your concern. Yes, we have available representative that can further assist you with your concern. However, we need to take this issue offline since there is an account involved and for security purposes. Please check your Forum inbox for a private message. Thank you.
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Re: VoLTE with iPhone SE not working on Verizon

Postby GillelanIan » Wed Jun 03, 2020 3:11 pm

I spent over 2 hours on a call with Tracfone today, and that was after four previous calls today when I was told I would be transferred to tech support, and was promptly disconnected. At the end of that last call, and after downloading a new Tracfone/Verizone (TFW/VZW) profile onto my iPhone SE, and then getting transferred to Tracfone's Carrier Billing Department, the person there insisted that the iPhone SE (1st Gen) does not support VoLTE. After going back and forth listening to her repeat this same thing over and over (as if the problem was that I just wasn't listening), she refused to open a ticket to investigate this issue. However, she did agree to conference in Apple product support, and she said if Apple confirmed my claim the iPhone SE is VoLTE capable, she would open an investigation ticket. I agreed, and she asked me to hold while she conference in Apple, and then I was disconnected - just as happened with my first four calls earlier today.

Well, here is the link to Apple's confirmation that the 1st Gen SE does, in fact, support VoLTE.
https://support.apple.com/kb/SP738?view ... cale=en_US

This apple webpage is for the iPhone SE (1st Gen) states "Data plan required. LTE, VoLTE, and Wi-Fi calling are available in select markets and through select carriers. Speeds are based on theoretical throughput and vary based on site conditions and carrier. For details on LTE support, contact your carrier and see www.apple.com/iphone/LTE"

This link confirms that Verizon support VoLTE on the 1st Gen iPhone SE. Note: the iPhone SE (1st Gen) was released AFTER the iPhone 6. All iPhone 6 and iPhone SE models are VoLTE capable - EXCEPT, apparently, on Tracfone.

And https://support.apple.com/en-us/HT203078 This is the quote from that link: "You can make high-quality phone calls with VoLTE on an iPhone 6 or later."

Here, Verizon confirms that they support VoLTE on the iPhone SE:
https://www.verizonwireless.com/support ... se-206700/

In previous weeks, I placed over five calls to Tracfone to request assistance in enabling VoLTE on my iPhone SE, and on one of the calls, I was told I needed to purchase a new TFW VZW SIM. I did purchase a new SIM card from Tracfone, installed it, activated it, and still could not enable VoLTE even after one more call to Tracfone customer support.

Tracfone service is the lowest cost service around, but it certainly appears that you only get what you for - in other words, cheap service = horrible customer support, horrible technical support, and an inability to provide VoLTE via Verizon on a phone that is clearly VoLTE capable as confirmed by both Apple and Verizon.

I read RandySea's post from Feb. 2, 2020 on this same topic, and I did follow his guidance and spoke with someone in Tracfone's CBD, and I am sorry to report that it was all a very large waste of a lot of my time. She insisted that the iPhone SE is not VoLTE capable, and that there was no way she could make any parameter changes in Tracfone or Verizon systems that would enable VoLTE on my iPhone SE.

If there is a solution available to get VoLTE to work with TFW/VZW on my iPhone SE, please let me know. My annual contract with Tracfone expires in a couple weeks. If there is no resolution to this problem, I will rewards Tracfone by changing to another carrier for my phone and my wife's phone.

Thank you.
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