topic Re: Call quality in Mobile Network discussions

Call quality

pwalk — Thu, 12 Sep 2024 10:25:58 GMT

I have consistent low quality on voice calls (wifi/VoLTE). It's both voice quality and volume but more the second. I have to basically shout into my phone for the other party to hear me well. It's unlikely the device is the culprit as I increase volume and it happens on 2 different devices. No difference whether it's wifi call or not. Quality on other apps like WhatsApp or Teams is way better. Is there something EE can do at their end to check if my settings are ok on network level, or something?

Re: Call quality

bristolian — Thu, 12 Sep 2024 10:37:53 GMT

Audio volume is a device issues, audio quality is driven by the codecs in use. Are you using Android or iOS? There's certain screen indicators to be aware of.

WB-AMR (HD) audio is supported between mobiles, and EVS (HD+) with on-net mobile calls, but both rely on device support at each end of the call. Landlines usually fallback to NB codecs.

Re: Call quality

pwalk — Thu, 12 Sep 2024 10:43:55 GMT

I'm using Android. Most of the calls are not showing as HD, I am yet to check for any consistency with HD but so far I'd say most calls are poor quality, incuding wifi calls. This happens both on a Samsung A54 (system up to date) as well as an older Sony Xperia.

Re: Call quality

bristolian — Thu, 12 Sep 2024 11:42:15 GMT

Which version of Android are you running?

I've found the following screenshots that I used when responding to a previous post on a similar subject. "HD" in this context signifies WB-AMR. For on-net calls "HD+" inplace of HD, this would indicate an EVS-call which is the next codec beyond HD. The first example should read "HD calling via VoWiFi" but the caption was mis-typed and now embedded.

Non-HD calling via WiFi (VoWiFi)Non-HD calling via VoLTE (mobile network)HD-calling via VoLTE (mobile network)HD-calling via WiFi (VoWiFi)

Re: Call quality

pwalk — Thu, 12 Sep 2024 11:43:21 GMT

All well and good but knowing different icons and codecs is not too useful if call quality is still poor, I was hoping EE could check at their end because I think they have some settings that can be tuned or reset, I might be wrong. I'm on Android 15 btw.

Re: Call quality

bristolian — Thu, 12 Sep 2024 11:52:52 GMT

Voice codecs are negotiated as part of call setup, I'm not sure what degree of call trace would be required to capture the specific detail.

If you'd prefer EE to provide official support, I would recommend identifying a handful of examples of poor-quality calls over a 2-3 day period and contacting EE CS to report that - with the examples cited. Edit: Also check whether you can use mobile data whilst on calls, this is a good indicator of VoLTE being in use rather than 2G.

If you can identify a pattern to the poor quality, such as particular destination networks or number ranges, that may also assist. Good luck.

Re: Call quality

pwalk — Thu, 12 Sep 2024 11:48:50 GMT

Thanks, I'll try to do some observations and speak to EE, probably faster that way.

Re: Call quality

pwalk — Mon, 16 Sep 2024 11:57:54 GMT

I recently bought this phone (new) and am experiencing issues with poor mic quality.

At first, I thought it was network issue (posted a separate topic about it) but I'm increasingly thinking that it's the device issue, as it happened just now on a WhatsApp call - basically people can barely hear me on the other end, or say I'm breaking up, but they can hear me well when I hold the phone flat and speak directly to the mic.

I've googled solutions and some people are saying to disable Bixby and Google Assictant voice recognition, I've done that but no joy. Has anyone with this device experienced something similar? I'll add that my Android is up to date.

Re: Call quality

pwalk — Mon, 16 Sep 2024 13:12:41 GMT

@Leanne_T Is it possible for you to look into this?

Re: Call quality

Leanne_T — Mon, 16 Sep 2024 14:35:30 GMT

Hi @pwalk

Thanks for coming back to the community.

I see you have mentioned this happens on two devices, could I just check have you tried the SIM card in another phone or is this two devices on EE?

Is this happening in all areas?

Leanne.

Re: Call quality

Leanne_T — Mon, 16 Sep 2024 15:35:14 GMT

Hi @pwalk

Thanks for coming back to the community 🙂

Are you able to try the SIM card in another device to see if the same happens?

This would help us to know if the SIM or phone is causing these problems for you.

Thanks.

Leanne.

Re: Call quality

bristolian — Mon, 16 Sep 2024 16:11:48 GMT

Two separate posts on the same topic have now been merged, to keep the posts in the same place.

Any issue with the device's microphone function can be easily tested using a sound recorder app or similar. Same for the speaker function by using a video.

Re: Call quality

pwalk — Mon, 16 Sep 2024 16:13:30 GMT

Thanks @bristolian

@Leanne_T I will do some more checks and get back

Re: Call quality

Leanne_T — Mon, 16 Sep 2024 16:17:58 GMT

No problem @pwalk

Speak to you soon 🙂

Leanne.

Re: Call quality

pwalk — Tue, 17 Sep 2024 15:31:50 GMT

After further tests, it would appear that it was a phone issue, but not exactly sure what caused it. It went away after doing a settings reset. On other devices with the EE sim it didn't occur. Hope it doesn't occur again!

Re: Call quality

Leanne_T — Tue, 17 Sep 2024 15:36:39 GMT

Thanks for coming back and letting me know @pwalk

Fingers crossed this doesn't happen again for you.

Have a great night 🙂

Leanne.