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Support Suddenly can't hear the incoming caller on phone calls!

Discussion in 'Android Devices' started by AMaine, Jul 20, 2016.

  1. AMaine

    AMaine Newbie
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    Last week, on July 14th, I made some phone calls without any problems. I got an update during the day but waited until nighttime to let it install. The next day I went through most of the day without making a call, and then in the afternoon my husband called me and I thought he'd hit mute or something because I couldn't hear him. He called back and I realized I could JUST hear that he was talking but it was so quiet that i couldn't understand a word. I tried calling a friend, with the same results. Later, when he was home, I tried calling my phone from his and no audible sound was coming through.

    I've tried everything I can think of. I tried using speakerphone - my voice comes through then, but it gets caught in a feedback loop where it gets incrementally higher and higher until it's ear splitting. I tried my car's Bluetooth with the same result. I tried a factory reset, no change. I just tried signing up for the Android N Beta thinking it had to have something to do with the update that I got that night, but no luck.

    I posted on a few forums where people were talking about a similar problem with the Nexus 5, only to be told that the problem I'm having doesn't plague the 5x. Well, I beg to differ. Fortunately I don't make many phone calls but I certainly would prefer to have the option.

    Can anyone help me??? I'm on the Verizon Network with my Nexus 5x. I have had zero problems up until last Friday. I really don't want to have to go back to my old phone, or have to buy a new one (I bought this on Swappa so I'm pretty sure there's no warantee). HELP! Thank you all!!!
     

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  2. SiempreTuna

    SiempreTuna Android Expert
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    The timing makes it sound like this had something to do with the update.

    First thing to do is to back up all of your data. For most people, that really just means any MP3s and documents you have on the phone as pictures, videos, calendar and contacts can all be backed up to your Google account - just make sure you have the backups turned on. Easiest way to check is probably to log onto your Google account using a PC browser and see that everything's there.

    I would then try a factory reset. You can do this from within options. Once you've done that, you'll probably be prompted to reinstall the Android updates.

    There is another sort of reset that Google support will tell you to do as step #1. I'm struggling to remember how you do it so this may not be exactly right but I think you turn off the phone then, to restart, hold the volume up button and the power button together. You then get some text based menus and you need to find the reset option - there may be two steps to this.

    Your best bet might be to contact Google support. The phone's less than a year old so it should still be under warranty. The first thing they will tell you to do is this hard reset.

    If that fails, as long as you have some sort of receipt from Swappa the warranty should be valid so you should be able to get a refurbished replacement (they don't really do repairs).
     
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