topic Re: Garbled incoming audio in Mobile Services

Garbled incoming audio

Nick2d — Sun, 06 Nov 2022 19:29:23 GMT

I have a problem with the audio on incoming calls. The person calling me sounds garbled, like they are under water, blowing bubbles. However, if I call them I can hear them fine. I have a Samsung S10. I would appreciate any help to understand if this is an issue with my service or my phone. Many thanks.

Re: Garbled incoming audio

bristolian — Sun, 06 Nov 2022 19:31:54 GMT

Once a call is setup, there's no difference between incoming or outgoing as to how the audio is handled.

Does your phone show VoLTE/4G-calling when this happens? Does the same thing happen if the caller is using speakerphone, handsfree, or has their phone to their ear?

Re: Garbled incoming audio

Nick2d — Sun, 06 Nov 2022 19:41:28 GMT

Thank you for the quick reply. This only started happening on Friday. I assume the two calls I received were from users with the phone to their ear, but I will make a note from now on. My phone was using WiFi calling at the time. For the record, my setup has remained unchanged for 2.5yrs. Same mobile, same setup (WiFi calling). I haven't yet been away from home and received a call to see if that makes a difference.

Re: Garbled incoming audio

MarkB731 — Mon, 07 Nov 2022 11:26:27 GMT

Exactly the same here. I am using the s10+ and have the same problem as you describe. What's interesting is when I try an incoming call from my work phone which is on O2 its all fine yet from my landline and sky mobile network its a nightmare as I get the same as you. Spoke to EE and tried a few things but no joy yet. Let me know if you have any success. Mark

Re: Garbled incoming audio

Nick2d — Mon, 07 Nov 2022 12:11:51 GMT

Thanks Mark. That's very interesting. It must be an issue with EE's service then, as nothing has changed my end. I shall certainly update this thread as I go. Nick.

Re: Garbled incoming audio

ANC54 — Tue, 08 Nov 2022 11:58:28 GMT

Exactly the same here. Started a few days ago, incoming calls only from different areas: London, Hampshire, Birmingham. Line is clear upon calling out. Happens on two different phones but both Samsungs: an A12 and A32. Must be an EE or Samsung fault. Anyone ?

Re: Garbled incoming audio

Nick2d — Tue, 08 Nov 2022 12:04:10 GMT

Interesting. Seems clear it isn't an issue with the individual user. Today I received two calls from different people, both on mobiles, one from the Brighton area and one Sheffield (I think). Both were perfectly clear yet incoming calls from my TalkTalk home landline (Southampton) are still garbled.

Re: Garbled incoming audio

ANC54 — Tue, 08 Nov 2022 12:05:59 GMT

Hello again, Nick. Our phones are using standard EE signal (not wifi calling) and it is still the same as yours. Do we know if this is happening on a non-Samsung handset ? If it is, then it must be down to EE.

Re: Garbled incoming audio

Nick2d — Tue, 08 Nov 2022 12:14:52 GMT

Unfortunately, I'll have to defer to someone who has a non-Samsung to answer that, as I can't check this, however I was away from my home on Sunday and calls from a SKY landline to my mobile, using the standard EE signal, were also garbled. So far, in my own experience, only incoming landline calls have been garbled. All incoming mobile calls to date have been fine.

Re: Garbled incoming audio

MarkB731 — Tue, 08 Nov 2022 12:26:04 GMT

I have found that o2 mobiles into my EE mobile are fine but when my Daughter and Wife ring me on their sky mobiles it's garbled also if my home landline is garbled if someone rings my mobile. Ironically is a Sky landline too.

Re: Garbled incoming audio

Jlew01 — Tue, 08 Nov 2022 12:52:06 GMT

I'm having the same problem with incoming calls to my Samsung, would be interested to hear what's causing this

Re: Garbled incoming audio

James_B — Tue, 08 Nov 2022 13:26:16 GMT

Hi @Nick2d, @ANC54, @MarkB731 and @Jlew01,

Our Technical Support Team will be happy to look into this issue if you get in touch.

Thanks 🙂

James

Re: Garbled incoming audio

csi9611 — Tue, 08 Nov 2022 15:23:09 GMT

Same problem for me on iPhone 13. Just started yesterday. Garbled from landline and some mobile networks but clear from other EE users. Call it coincidence but my local mast has just been updated to 5G and only just started happening. Been given a few options but none working. Rang EE who did advise there was work being carried out on my nearest mast (connections to 5G calls) so this may be the issue??!!

Re: Garbled incoming audio

bristolian — Tue, 08 Nov 2022 15:32:30 GMT

Any issue on the access network (i.e the radio coverage) would affect all usage indiscriminately.

If it's only calls to or from particular destinations/operators, that points at the central/core network.

Re: Garbled incoming audio

ANC54 — Tue, 08 Nov 2022 17:31:49 GMT

Yes please, this would be a good option, although the "message us" facility is not currently available. It would probably also be helpful if the Tech Support Team could see all these messages on this forum. Anyone know how we get the Tech Supp Team involved ?

Re: Garbled incoming audio

ANC54 — Tue, 08 Nov 2022 17:33:09 GMT

Not just Samsung phones then - seems to be a very widespread problem.

Re: Garbled incoming audio

James_B — Tue, 08 Nov 2022 17:39:49 GMT

Hi @ANC54,

I'm sorry to hear technical support chat is currently unavailable. Please try again later or get in touch on 150.

Once you speak to them, they'll run through some diagnostics with you and raise a support ticket for your account if neccessary.

Thanks

James

Re: Garbled incoming audio

Viper007 — Tue, 08 Nov 2022 22:39:00 GMT

Hi all

I have been experiencing garbled calls like being underwater for a couple of weeks now on my iPhone 12 Pro Max and it's driving me mad

My wife has an iPhone 10 on 3 network with no issues. I answered an incoming call using speaker phone option and it was garbled even then

I then answered the next incoming call using my iMac instead of my phone and it was exactly the same so it's not the phone it's the network, Spoke with EE and of course these nothing wrong with their network!

Im swapping out to a new replacement sim just to eliminate that but if it doesn't work i will be swapping networks ! Goodbye EE who are supposed to be the best network according to Kevin Bacon ha ha He must be on a back hander

Re: Garbled incoming audio

Christopher_G — Wed, 09 Nov 2022 09:13:40 GMT

Hi @ANC54

It will definitely be worth trying your SIM in a different phone, then updating our technical support team with the results of that test.

Chris

Re: Garbled incoming audio

bristolian — Wed, 09 Nov 2022 10:20:01 GMT

In some earlier posts, there were suggestions that this audio problem only affected calls to or from particular networks or destinations.

If that's the case for others, then it's less likely to be a coverage-related issue.