topic Re: Issue with making calls and receieving them in Android Devices

Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 13:11:20 GMT

I am having an issue making calls on my android smartphone. I can hear the person on the other end of the line but they cannot hear me. It is the same if someone phones me as I can hear them on the other end of the line but they cannot hear me. This started happening a couple of days ago before I updated my phone from Android 12 to Android 13. I thought updating to Android 13 would fix the issue but it has not and it is still happening today. My phone is a Motorola Edge 20 Pro. Any help would be much appreciated thanks.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 15:14:22 GMT

Hi @steph2k1uk,

Welcome back to the EE Community. 🙂

Are you only having this problem in one location or everywhere?

Does it happen on every call?

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 15:20:30 GMT

It happens on every call and I tried upstairs in the house and then downstairs.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 15:22:40 GMT

Hi @steph2k1uk,

Does it happen when you are away from home?

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 15:24:22 GMT

Ive not been away from home for a couple of days.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 15:28:18 GMT

Hi @steph2k1uk,

Does the Network Status Checker report any problems in your area? (Please select the 'check status' option)

Is WiFi Calling turned on in your phone's settings?

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 15:32:58 GMT

Wifi calling is off on my phone. The network status checker is asking for my mobile device but when I enter Motorola Edge 20 Pro the only one that comes up is Motorols E7.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 15:37:06 GMT

Hi @steph2k1uk,

Please select the Motorola Edge 20 Lite as that is the closest model available in the status checker.

Does turning on WiFi Calling resolve the issue?

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 15:43:55 GMT

The network status checker appears fine but it is still not fixed even when I tried with wifi calling turned on.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 15:52:59 GMT

Hi @steph2k1uk,

Could anything be obstructing the microphone, such as pocket lint or an ill-fitting case?

If you record a video on your camera, does it have sound?

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 16:00:22 GMT

THere is nothing obstructing the microphone and when I record a video on my phone it records with sound no problem.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 16:04:22 GMT

Thanks for checking @steph2k1uk

Does your phone show it has connected to WiFi Calling in the status bar after you've turned it on?

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 16:07:09 GMT

When I turn Wifi calling on it shows a phone symbol with a small wifi icon above it.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 16:17:28 GMT

What about during a call @steph2k1uk?

Does the status bar indicate the call is being connected using WiFi Calling?

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 16:23:26 GMT

Yes it does during a call.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 16:23:53 GMT

Hi @steph2k1uk,

If the problem is present even when making a call over WiFi, please get in touch with Technical Support so the team can run through some diagnostics with you.

They'll be happy to help.

James

Re: Issue with making calls and receieving them

steph2k1uk — Wed, 06 Sep 2023 16:36:57 GMT

Thanks James for all your help. Much appreciated. I will give them a call after my dinner or tomorrow when I get a chance.

Re: Issue with making calls and receieving them

James_B — Wed, 06 Sep 2023 16:49:49 GMT

No problem @steph2k1uk

I'm sorry we weren't able to resolve your problem in the community, but please keep us updated.

James

Re: Issue with making calls and receieving them

LilEm — Sat, 09 Sep 2023 06:10:40 GMT

I'm also having the same issue. Different phone but the issue only started when I moved onto EE. It's not just on standard phone calls either. I've tried using messenger and it happens with both voice and video calls there too. Same handset and case I had with previous provider so neither of those have anything to do with it. So far I haven't seen any positives from moving to EE.

Re: Issue with making calls and receieving them

Leanne_T — Sat, 09 Sep 2023 07:18:27 GMT

Hi @LilEm

Thanks for coming here.

Could you let me know what issues you are having making and receiving calls?

Are you connected to WiFi and using WiFi calling?

Leanne 🙂