Help LG V20 - Calling Problem - Use Wifi Error

MVSGeek · Dec 12, 2016

I have a very baffling issue on my new LG V20 on the T-Mobile network.

When I try to make a call from my contacts, I open the contact and the tap the phone number of that contact. (I have attached an image of a sample contact named "TMO Contact").

Normally the call would be placed without any problems. Normally is the operative word here.

There are numerous times daily that when I try to make a call in this manner I get an error message instead. The error message tells me to use wifi as the phone cannot connect to the mobile network. (I have attached the error message image as well).

To complicate matters further, when I get the error message I can tap on the "cancel" option on the error screen and then tap the little camera icon to the right of the contact's phone number. The call usually goes through at that point.

Here's what I've tried to do so far:

- Turn WiFi calling on.
- Turn WiFi calling off.
- Verify the APN settings for mobile Data
- Factory reset the phone
- Get warranty replacement of phone via TMO customer service only to have the problem continue.

I have made numerous calls to technical support. They have never heard of this issue. I haven't been able to find anyone else out there that is having this issue on the V20. Any ideas?

Dannydet · Dec 13, 2016

Go to your carrier and have them fix the issue. The customer should not have to do the leg work to make a call.

Napalm · Dec 13, 2016

considering the camera icon is for direct video calling - that would indicate use of an IP system or data connectivity.

when you did the factory reset did the problem get better or worse?

sreum · Dec 14, 2016

Try going to
settings
Call
Wi-Fi calling
Right next to the on off switch tap the three dots
Connection preferences
Make sure you have Wi-Fi preferred selected if you use Wi-Fi calling.

If you don't use Wi-Fi calling, then select cellular network preferred and turn off Wi-Fi calling.

MVSGeek · Dec 18, 2016

Napalm said:
considering the camera icon is for direct video calling - that would indicate use of an IP system or data connectivity.

when you did the factory reset did the problem get better or worse?

The problem remained the same. The problem continued even after I received a new phone. I'm stumped.

MVSGeek · Dec 18, 2016

sreum said:
Try going to
settings
Call
Wi-Fi calling
Right next to the on off switch tap the three dots
Connection preferences
Make sure you have Wi-Fi preferred selected if you use Wi-Fi calling.

If you don't use Wi-Fi calling, then select cellular network preferred and turn off Wi-Fi calling.

I have tried this on both my first V20 and my replacement V20. It did not change things. :-(

sreum · Dec 18, 2016

MVSGeek said:
I have tried this on both my first V20 and my replacement V20. It did not change things. :-(

Have you replaced the sim card?

I'm on T-Mobile also. I have Wi-Fi calling turned off. And I do not have the video calling option like you have shown in your picture.

Napalm · Dec 19, 2016

so odd thought does this always happen when you are charging? is your wifi system 5Ghz or 2.4?

does this happen in the same location each time - or most of the time.

MVSGeek · Dec 19, 2016

I got a new SIM after I got my replacement phone. I think the reason that you don't have the video calling option is that either voice over LTE is not available in your area, or that you have VOLTE turned off.

Napalm said:
so odd thought does this always happen when you are charging? is your wifi system 5Ghz or 2.4?

does this happen in the same location each time - or most of the time.

This happens while I am charging. This happens most often while I am at the office, but it happens at home and when I am travelling around town. It has also happened while I was in Mexico.

The strange thing is that it only seems to happen when I dial from my contacts. If I get the error after dialing from contacts and then go to the calls screen and dial manually right afterward the call will go through.

Aleta · Jan 11, 2017

MVSGeek said:
I have a very baffling issue on my new LG V20 on the T-Mobile network.

When I try to make a call from my contacts, I open the contact and the tap the phone number of that contact. (I have attached an image of a sample contact named "TMO Contact").

Normally the call would be placed without any problems. Normally is the operative word here.

There are numerous times daily that when I try to make a call in this manner I get an error message instead. The error message tells me to use wifi as the phone cannot connect to the mobile network. (I have attached the error message image as well).

To complicate matters further, when I get the error message I can tap on the "cancel" option on the error screen and then tap the little camera icon to the right of the contact's phone number. The call usually goes through at that point.

Here's what I've tried to do so far:

- Turn WiFi calling on.
- Turn WiFi calling off.
- Verify the APN settings for mobile Data
- Factory reset the phone
- Get warranty replacement of phone via TMO customer service only to have the problem continue.

I have made numerous calls to technical support. They have never heard of this issue. I haven't been able to find anyone else out there that is having this issue on the V20. Any ideas?

I have that issue too but only from thw short cuts I made. Same phone. If i dinr use my shortcuts it dials fine

MVSGeek · Jan 11, 2017

I was beginning to notice the same thing. When I get the error dialing from a shortcut, and then if I go directly to the contact the call will go right through. My guess is that this is an LG software error. I wonder if the phone shuts the network connections off when not in use.... and the shortcuts don't wake the connections up the same way as the contacts entries do...

MartaLaura · Jul 1, 2017

I have the same problem with LG K20 with TMobil. They want to switch out my phone but I fear it will continue to happen. Did you switch out the sim card? Maybe I should try that.

MVSGeek · Jul 1, 2017

MartaLaura said:
I have the same problem with LG K20 with TMobil. They want to switch out my phone but I fear it will continue to happen. Did you switch out the sim card? Maybe I should try that.

I am on my third LG V20 phone. The problem still exists. The first replacement was given to me to try to solve this problem. It did not. The second replacement happened after the phone kept dropping calls. (dropped a call 10 times in 20 minutes).

The work-around for this issue is instead of selecting "copy contact" to your home screen, select "direct dial". That fixed the problem.

I am convinced that this is a software issue that LG either doesn't know about or refuses to fix.

Help LG V20 - Calling Problem - Use Wifi Error

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