HD Voice FAQs

You can set up a 6-way conference call the same way you would set up a 3-way call. The only difference is that if your HD Voice-enabled phone is connected to Verizon's 4G LTE network, you can set up a conference call with up to 5 people, even if they don't have HD Voice phones.

To set up a conference call with up to 6 phones:

1. Call the first phone number as usual.
2. While on that call, tap Add call to call the second phone number.
   
   Note: When the second call is established, the first call will be put on hold automatically. You can swap between the two calls.
3. Tap Merge to join the two calls and form a 3-way conference call.
4. You can call up to 3 more phones to form a 6-way conference call.

You've successfully set up a 6-way conference call.

You should be able to continue using your SIM card in a new HD Voice-capable device, as long as it's compatible with the new device. However, you still need to have HD Voice activated on your line before you can use HD Voice and Video Calling.

To verify HD Voice is ready to use on an Android phone:

1. Open the Contacts app.
2. Tap on the Groups tab.
3. If you see a group named "Video Calling," this indicates that HD Voice is ready for use.

Note: If you don't see the Video Calling group, turn off your phone and turn it back on again. If you still don't see it, verify that the latest software is installed on your phone.

If you have iOS 10.3 or newer, you can use FaceTime® to receive calls on iCloud connected devices using your iPhone mobile number, even if it's in a different location or turned off.

• To use iOS Support of Single Phone Number for Multiple Devices, you need:
  • iPhone 6 or newer on the Verizon network
  • One of the following devices:
    • iPad mini 2 and newer
    • iPod Touch 6th Generation
    • Apple Watch Series 2 running OS 3.2 or newer
    • Mac 2012 or newer Macs running OS X Yosemite or newer.
  • All devices must be connected to the same iCloud account.
• To enable iOS Support of Single Phone Number for Multiple Devices on your iPhone:
  1. Tap Settings.
  2. Tap Phone.
  3. Tap Calls on Other Devices.
  4. Slide or tap Allow Calls on Other Devices.

To verify HD Voice is ready to use on an iPhone:

1. Tap Settings
2. Tap Cellular
3. Tap or slide the Cellular Data switch to on (switch will be green)
4. Tap Cellular Data Options
5. Tap Enable LTE

If Voice & Data has a check next to it, HD Voice is enabled and ready for use.

A 1-minute video call typically uses about 6 - 8 MB of data. However, the actual data usage of your Video Calling session may vary.

In order to make a video call, both you and the person you're calling must:

• Be using a Video Calling-enabled phone. Video Calling is not available on iPhone or Windows OS.
• Be connected to the Verizon 4G LTE network

You can initiate a video call in any of the following ways:

• Video Calling group: You can select a contact from the Video Calling group in the Groups menu within your Contacts app.
• Contacts app / Address Book: Select a contact that's capable of Video Calling and tap the Camera icon.
• Phone app: Enter a mobile phone number of a contact that's capable of video calling and tap the Camera icon.
• Call History logs: Select a phone number indicated with a Camera icon.
• During an HD Voice call: You can upgrade an HD Voice call to a video call by tapping the Camera icon on the in-call screen.

A video call can be established only after the called party accepts the video call request.

Note: You can also convert an HD Voice call to a 1-way video call by either turning on your front-facing or rear-facing camera. If the person you called does the same on their side, the 1-way video call is turned to a 2-way video call.

Video Calling is not available on iPhone or Windows OS.

When your phone is connected to a known Wi-Fi access point (e.g., your home Wi-Fi network), a new video call will automatically be initiated over Wi-Fi. Similarly, an active video call session will be automatically handed off to Wi-Fi. If Wi-Fi connectivity is lost in the middle of a video call, the video call will seamlessly transition back to the 4G LTE network.

A Wi-Fi icon that appears on the in-call screen of a video call indicates that the call is carried over Wi-Fi.

If you activated HD Voice, including Video Calling, you can easily determine which of your contacts are Video Calling-enabled. In your Contacts app, you'll find a group called "Video Calling." All the contacts listed in that group are capable of Video Calling.

You can also tell if a particular contact can receive a video call by opening up that person's contact card. If there is a Camera icon beside the Phone icon, you can video call with that contact.

If you're not able to make or receive an HD Voice call, it may be due to one of the following reasons:

• HD Voice isn't activated on the line that you're calling
• VoLTE is Call set to Off on your phone or on the phone you're calling
• Either you or the person you're calling isn't using an HD Voice-capable phone at the time of the call
• Either your phone or the phone you're calling isn't connected to the Verizon 4G LTE network at the time of the call

If you're not able to make or receive a video call, it may be due to one of the following reasons:

• Video Calling isn't activated on your line or the line you're calling
• Video Calling is set to Off on your phone or the phone you're calling
• Mobile Data is set to Off on your phone or the phone you're calling
• Video Calling is blocked from either your line or the line you're calling
• Either your phone or the phone you're calling isn't connected to the Verizon 4G LTE network at the time the call was initiated
• The person you're calling declined your video call request
• Your phone or the phone you're calling isn't capable of Video Calling

Your Video Calling-capable phone regularly syncs up its Video Calling capability status with the network, and this may be due to the status being temporarily out of sync.

You can force a real-time synchronization of the status by following these steps:

1. Open the Menu option within the contact card.
2. Tap Refresh.

The Camera icon should appear. If the Camera icon still doesn't appear after you refresh, it's possible that person is no longer capable of Video Calling.

There are several reasons why you may have received this error message. Please refer to our Wi-Fi Calling error message page for more information.

On iPhone 6 or newer devices, it can take a few minutes for the system to update your account with the HD Voice feature. When HD Voice is successfully added, the Enable LTE setting will be set to Voice & Data.

If the Enable LTE setting remains at Data Only after 6 minutes, it's likely that your line isn't eligible to activate HD Voice from the setting because it belongs to a business account or has an incompatible feature.

Learn more about how to troubleshoot this error message.

If your line doesn't fall into the above categories, but Enable LTE remains at Data Only, please contact Customer Service by calling *611.

On iPhone 6 and 6s devices, the default device setting for Enable LTE prior to March 2016 was Data Only.

Change the setting to Voice & Data in order to experience HD Voice and Simultaneous Voice and LTE Data.

For all iPhone 6 and newer devices delivered after March, 2016, the default device setting for Enable LTE is Voice & Data.

If the Camera icon is disabled while you're on an HD Voice call, it may be due to one of the following reasons:

• Video Calling is set to Off on your phone
  
  Note: A simple way to this setting is by going to the "ME" entry of your Address Book. You should be the first contact listing. Tap your name to see if the Video Calling button is set to On.
• Mobile Data is set to Off on your phone

To check this setting:

1. Tap Settings.
2. Tap Data Usage.
3. Make sure the Mobile Data switch is set to On.