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Video Call Not Working

(Topic created: 11-09-2018 06:08 AM)
Gray2018
Constellation
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Galaxy S Phones

My video call is currently not working. I am with Verizon, have been through my settings and phone settings to ensure HD calling and video calling is on, have restarted my phone. Not really sure where to go from here. When I try to make a video call, it says "[name] wants to stay on voice call". The person I try to call has been through the steps I have been through as well and still nothing.

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Samsung_Stephanie
Samsung Moderator
Samsung Moderator
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Galaxy S Phones

I would honestly recommend reaching out to your carrier as this is a setting controlled by the individual carriers. 


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Samsung_Stephanie
Samsung Moderator
Samsung Moderator
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Galaxy S Phones

I would honestly recommend reaching out to your carrier as this is a setting controlled by the individual carriers. 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

Myxxed
Constellation
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Galaxy S Phones

Did they resolve the issue?

 

userk17FkCahuG
Constellation
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Galaxy S Phones

That doesnt work either.  Verizon has video calling and after talking with samsung tech numerous times I got multiple answers all different.  I spoke with a supervisor and they suggest I go to a authorized samsung dealer...guess what there are none remotely close to me.  Finally I demanded to speak with sales to return the s10E. supposedly they are going to let me return it and get my old phone back.  We will see.......

userNRSdQpy1Ca
Astronaut
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Galaxy S Phones

Phones purchased from Samsung may not have the ability to video call on Verizon.  My account allows for it, and it works on my other Samsung S9s purchased from Verizon, but the S9 purchased from Samsung does not show a video call icon.  This appears to be an issue of the software build specifically for Verizon.

userLm5BlDcB59
Astronaut
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Galaxy S Phones

Interesting..... Same issue here. S20 purchased from Samsung online won't allow video calling.  Verizon assured me the feature in on/provisioned in their system but when I try to enable hd voice and video in advanced settings, message says the feature is turned off.  Options are go to Samsung repair an hour away (and I doubt that will fix it) or return the phone for refund and buy direct from VZW.... Which means no phone for over a week.  Lousy options.

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userzZtxywEZ6z
Constellation
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Galaxy S Phones

I had the same issue on my S20. I went into settings and found duo and force stopped it and then restarted it. It then asked me to accept their terms and conditions. Once I did that, the video icon under contacts still doesn't work, but under the phone number is a duo choice to video call. And when someone video calls me, it works now.

Samsung_oTfxzTl
Constellation
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Galaxy S Phones

I am beyond angry I have been on the phone for hours waiting talking to Verizon and then Samsung then Verizon then Samsung my video is not available at all and I have duo it only gives me thr option to duo not video call like I normally do on my galaxy to other androids I have never had this issue at all I had a s10 plus before this and even eith the update it worked fine now there is 0 video options at all and not even an icon to do it unless duo is on my phone I don't want to video threw duo I want to video threw the phone like I have been doing for years this isnthe only reason I did not get an iPhone the video chat was threw android nkt 3rd party! Needs to be fixed now whether it be Verizon fault or Samsung but can't see how it's Verizon when my video was working fine beofee I went to the s21 ultra 

Stephanie Nikki
Black Hole
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Galaxy S Phones

Video calling is solely controlled by your carrier. You would need to speak with them to get this working. If you have an unlocked model phone, some carrier features may not not be available to you. 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
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useroE3ZVQs8zG
Astronaut
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Galaxy S Phones

I purchased a Samsung Galaxy S9 directly from Samsung and it does not have advanced calling or HD voice calling features within the settings of the phone.  I spoke with Verizon customer support for several hours and they could not get the phones software to show me these settings.  It does appear that phones purchased directly from Samsung do not have these software settings.  

 

How do we install Verizon specfic software for the Galaxy S9?

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