(VZW) Other person can't hear me.Support

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  1. esmith818

    esmith818 Well-Known Member

    1/17 UPDATE: My phone (2nd phone, 2nd SIM) just had the mic problem resurface late last week. I kept the phone despite the 15th coming and going, then had the problem again today while talking to my grandmother. Totally frustrated, I headed back to Verizon.

    For now, they are telling me something I saw posted on one of the forum threads: I am supposed to dial ### (send) immediately after I drop a call for the next 5 times it happens, and then call tech support back. Apparently I was added to an open ticket for this issue that they are still trying to resolve per feedback from all users experiencing the issue. I don't know if you can just jump on the bandwagon and press ### when it happens to you or if you need to call tech support first and get on the "official list".

    I made sure they noted on my account that despite loving the phone in every other way, I simply can't have a phone that doesn't handle calls. If the problem persists, I'm going to have to deal with the GB Sense UI on the Rezound. Not my preference although playing with it today in the store, it's not a horrible phone aside from the UI and lack of ICS.

    keepfiring likes this.
  2. chaosphoenix

    chaosphoenix New Member

    Who are you guys talking to? I spoke with a VZW tier 2 rep who was telling me that neither she nor any of her coworkers have heard of this issue and that there's only one other entry in the database about a similar issue (and that was a guy who was having mute issues on speakerphone), and if what all of you are saying is true, she totally just blew me off. She told me my only options were to swap the phone (a NEW phone) for a refurbished one and she couldn't even guarantee that would fix the problem...
  3. kklier

    kklier Well-Known Member

    Now there are two issues with Google on this topic. The first one I opened, the second was someone else:

    1) Issue 23733 - android - phone call outbound audio drops - Android - An Open Handset Alliance Project - Google Project Hosting
    2) Issue 24019 - android - Galaxy Nexus mutes mid-call - Android - An Open Handset Alliance Project - Google Project Hosting

    Total of 31 replies to this point. Those are just the people that took the time to find a way to report the issue to google and then actual type in a comment. I'm sure that is not a full representation of all the people having the issue.

    keepfiring likes this.
  4. dbrown2

    dbrown2 New Member

    Over the past few weeks this issue has happened to me several times. After a few searches I found this thread and a few others. I spent about 30 min on the phone with VZW yesterday. I had a Droid X prior the GN and had trouble activating it the day I got it. The level 2 person said he found an issue and wanted to re-partition my account. Not sure what that really means, but we tested by talking for 18 min without issue. I then had another conversation for about 25 min without issue. I am not sure if the problem is fixed or not, but so far so good.
  5. Benjamin Crist

    Benjamin Crist Active Member

    I returned my phone on the 15th since there wasn't a clear resolution. I spoke with another Verizon tech rep and he suggested I contact Samsung tech, so I did.

    The I chatted with Samsung and here is the chat log:

    info: Please wait for a Samsung Agent to respond.
    info: You are now chatting with 'Sierra'. There will be a brief survey at the end of our chat to share feedback on my performance today.
    info: Your Issue ID for this chat is LTK5640582968X
    Sierra: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
    Benjamin Crist: hi, I have purchased a Galaxy Nexus and I have been having issues with it.
    Benjamin Crist: Verizon directed me to contact you.
    Sierra: Hello Crist.
    Benjamin Crist: Please, call me Benjamin.
    Sierra: I understand that you are experiencing issues with your phone. Am I correct?
    Benjamin Crist: That is correct.
    Sierra: Thank you for the confirmation.
    Sierra: Thank you Benjamin.
    Sierra: May I know the model number of your phone ? You can find the model number beneath the phone's battery which generally starts with SGH, SCH or SPH .
    Benjamin Crist: So the issue is that when I'm on a call, at some point during the call the party on the other end is unable to hear me.
    Benjamin Crist: I'm sorry, I don't have the phone with me at the moment.
    Benjamin Crist: Oh, here is the model number: SCH-I515
    Sierra: Thank you for the information.
    Sierra: Thank you.
    Sierra: I am sorry for the inconvenience caused to you.
    Sierra: Let me know from when exactly you are having this issue on the phone.
    Benjamin Crist: I'm not sure what you are asking.
    Sierra: May I know from when you are not unable to hear properly while on call?
    Benjamin Crist: It is random - sometimes it happens right away when I first make a call, sometimes during the first minute and other times I can talk for 20-30 minutes or more and then the issue occurs.
    Sierra: I am sorry to know that.
    Sierra: Please let me know if this occurs with a particular contact or all the contacts.
    Benjamin Crist: All contacts. No pattern with people I call in terms of my calling landline phones, other Verizon phones, or other carriers phones (such as Sprint, AT&T, etc)
    Sierra: Thank you for the information.
    Sierra: Let us perform a soft reset on the phone once.
    Sierra: Please follow the steps mentioned below to perform a soft reset on your Phone.

    1. Turn off the handset.
    2. Remove the battery and wait for 30 seconds.
    3. Reinsert the battery and turn ON the device.

    Benjamin Crist: I have done that and it did not resolve the issue.
    Sierra: I am sorry to know that.
    Sierra: Let us try another way.
    Sierra: I suggest you perform a hard reset on the phone. This might fix the issue.
    Benjamin Crist: I have done that also.
    Sierra: However, performing a hard reset on the phone will erase all the data on the phone.
    Sierra: I am sorry for that.
    Sierra: As you have tried with all the possible troubleshooting steps to resolve the issue and still the issue occurs, I suggest you get the phone serviced once.
    Benjamin Crist: I had the phone replaced with Verizon.
    Benjamin Crist: The second unit had the same issue. They suggested I contact you.
    Benjamin Crist: If you are unable to help with this issue, can you please transfer the chat to the next support level?
    Sierra: I am providing you with the voice support team number here. It is a toll-free number.
    Benjamin Crist: You don't have a 2nd level for chat?
    Sierra: I am sorry even though I transfer the chat to the next level, there are no other possible troubleshooting steps to be performed as you have done with them already. I am providing you with the voice support team number here. Please contact them and get the phone serviced.
    Sierra: They will be able to fix the issue on the phone from their end.
    Sierra: You can contact our dedicated Galaxy S phones voice support team at 1-877-EZ2GALAXY (1-877-392-4252).They are available 24/7.
    Benjamin Crist: I don't have a Galaxy S phone
    Sierra: Yes, however, the support team is same for both these devices.
    Sierra: Once you contact them, they will check with the phone and help you further in fixing the issue on the phone.
    Benjamin Crist: okay, great
    Sierra: I am sorry for the inconvenience caused to you/
    Sierra: I am sorry; I couldn't help you fix the issue over the chat. However, is there anything else I might be able to assist you with?
    Benjamin Crist: Thank you, that is all.
    Sierra: You are welcome.
    Sierra: It was a pleasure assisting you. Thank you for contacting Samsung Technical Support. If you have a minute, please click on the blue
  6. sk8142

    sk8142 New Member

    this happens for me quite often. I work in Raleigh,NC but call my wife over in Durham (20 miles apart) and lose voice about 2 minutes into the call..... does it every single call.

    also lose network connection daily on my drive to work while streaming pandora. NEVER had that happen on my iphone.
  7. hockey930

    hockey930 New Member

    Is it just me or is there kind of a lot of NC people here? My friend and I both have this problem in Charlotte NC.
    You guys weren't altel customers at some point were you?
  8. steveFTC

    steveFTC Member

    I had this same problem last week. Talking to someone for 30 minutes and had to call them back at least four times. I could hear them but suddenly they could not hear me.

    However, last night I made a 60 minute call and had no problems. The difference is that last night I used a wired headset.

    So, my question is does anyone have this issue when using a wired headset or bluetooth? Or is it just when using the Nexus microphone?

  9. ggpike

    ggpike Member

    Interesting. I'm in Charlotte and had the issue happen twice yesterday for the first time since getting the phone over a week ago. Both people I was talking to said they heard a clicking noise, my voice became distorted momentarily, and then cut out. Really hoping this gets fixed asap as this is my business phone.
  10. Benjamin Crist

    Benjamin Crist Active Member

    Seemed that on this forum and a few others there are some people in NC and some people in Twin Cities, MN having the issue.
  11. truelove79

    truelove79 Well-Known Member

    People people people!!! Stop trying new phones, swapping out SIM cards, or calling support. This is a software issue! It will not be solved by anything other than a software update direct from Google/Verizon. I am 100% confident Verizon is aware of the issue and they (Google and Verizon) are working on it. It may be location, network, SIM card, or hardware related, but its root cause is software and its interaction with one of these things. A co-worker of mine, who has had him phone since launch day, swore up and down that it hasn't happened to him and will never happen to him. Well, it finally happened to him yesterday. This was after a month of owning the phone and having no issues. He has not swapped phones or SIM cards since launch day. It is entirely random so just because you get a new SIM card or new phone and it doesn't happen to you for a week proves nothing.

    At this point we all have only 2 options.

    1. Sit tight and wait for a software update.
    2. Return the phone and get something else.
    jkc120 likes this.
  12. Gandalf7

    Gandalf7 Well-Known Member

    Your reference to the Twin Cities caught my attention, because I had this occur to me two or three times while I was on travel there last week. I do not recall it happening in Northern VA or DC
  13. clb2196

    clb2196 Well-Known Member

    I've never had this issues, but my friend with an iPhone 4S on Verizon just had it happen. She got a new phone, and it happened again. She's on her third and it seems ok. She said she knew someone else with an iPhone with the same problem. Weird.
  14. Benjamin Crist

    Benjamin Crist Active Member

    I would tend to agree with this at this point based upon the data I have gained from reading everyone's forum posts.

    I compiled a list of a bunch of other places people have posted with the same issue including other Android sites as well as google bug posts and been reading them all:

    Galaxy Nexus Issues

    Also, I have personally used 3 phones and 4 sim cards and that has not resolved the issue. All I'm doing is wasting time and converting new handsets into "refurbs." While there is no proof where the issue is at this point, evidence does point to either a network issue (likely software I would also agree) or software in the handset.

    Personally, I like the idea of having such an open phone that is made for development with good specs on Verizon LTE, I opted to put up with this issue for now. I do hope it is resolved. I would suggest saying we have 3 options:

    At this point we all have only 2 options.

    1. Sit tight and wait for a software update. (and do nothing else)
    2. Return the phone and get something else.
    3. Let Verizon and/or Google and/or Samsung know that we are having an issue. Then wait will the fix is being worked on.

    I personally have gone with option 3.

    If enough people complain about an issue the priority level will appear more severe and the fix will likely get worked on faster.
  15. esmith818

    esmith818 Well-Known Member

    I have read in threads on various sites about this issue that it might have to do with the VIA chipset for the mic hardware. Per what I have seen, there was (is?) a similar issue with the Samsung Charge.

    That doesn't discount truelove79's assertion that the solution might come in a software update, BUT I can't understand why a seemingly small subset of Nexus owners are complaining about this issue. If this is purely software-related, shouldn't EVERY user be randomly experiencing this problem?
  16. truelove79

    truelove79 Well-Known Member

    I didn't mention option 3 because they do know about it and are working on it.

    I'm willing to bet that all users are susceptible to it even if they haven't experienced it. Or they have experienced it and just haven't noticed. Remember, most people don't use their phones to talk to people these days. And your average person isn't as picky as us nerds and probably wouldn't notice anyway until it became a regular occurrence for them. Or if they do notice, they're not coming on web forums to complain about it. They've either decided to put up with it and have dismissed it as technology (which they don't understand anyway) being dumb, or returned their phones.
    jkc120 likes this.
  17. AntimonyER

    AntimonyER AF Addict VIP Member

    I may have experienced something similar yesterday. Although it was me who couldn't hear the other person. I was talking to my wife via the built in bluetooth in my car. It got quiet for about 30 seconds, then I could hear her again.
  18. truelove79

    truelove79 Well-Known Member

    Probably just a Bluetooth hiccup. Bluetooth is awful and needs to die. Bring on wireless USB!
  19. pts104

    pts104 New Member

    I've had the issue occur a lot on my phone. Apparently, after speaking with someone for a few minutes they'll say "I can't hear you." I can hear them fine. I have plenty of signal. And I'm not hitting mute.
    I spoke with a friend of mine (who runs a Verizon kiosk) in DC. He mentioned that I try to take it off of 4G (LTE) and change it to 3G (CDMA). This is found under Settings - Wireless & Netoworks - More - Mobile Networks - Network Mode - Change from LTE/CDMA to CDMA. It seems to have worked.

    His explanation was something about calls being done on 3G, but Web being done on 4G and the signals not working properly within Verizon. This sucks if it's true - because the reason I purchased this phone is because of 4G!!!

    I'm not sure what to do. Should I take the phone back to Verizon? (It's covered) Or is there enough people with an issue that the problem will be resolved?
    Please advise.
  20. Randino

    Randino Well-Known Member

    I have this problem as well on two different Nexi, third on the way tomorrow but none of them have been because of this issue. I'm also in the Charlotte, NC area if that lends any credence to the location theory. I do believe it is software related, but location could be part of it.
  21. fusionta66

    fusionta66 Member

    I've had my phone on CDMA only most of the time I've owned it. Still happens. This isn't the answer.

  22. T-Keith

    T-Keith Well-Known Member

    I had this happen twice to me a few weeks back, should I worry about it? Rebooting fixed it.

    Is there a sure fire way of triggering it? I believe I was on 4.0.2, haven't had it on 4.0.3 yet.
  23. Benjamin Crist

    Benjamin Crist Active Member

    Did you flash 4.0.3? I am waiting for official release of 4.0.3, but it's not pulling it down.
  24. jkc120

    jkc120 Well-Known Member

    That's because it hasn't been released yet. :)
  25. SecondShot

    SecondShot Well-Known Member

    Interestingly, i have been following this for a while. I bought my phone on 12/16 - and had the problem on the following Tues. I was concerned. I then rooted my phone...but didn't flash anything with 403 until later that week (i think, i don't remember the exact date). Interestingly, I haven't had the problem since. I wonder if anyone on the root section has had the problem??


    Edit: I can not be sure that flashing a 403 ROM vs 403 official 'update' is any different. My point was I haven't had the problem since moving to a 403 ROM and haven't heard of the issue in the root forums. Just sayin...

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