topic Re: No audio on phone calls in Android Devices

No audio on phone calls

Jemanson — Wed, 15 May 2024 18:02:41 GMT

I've had no audio on incoming and outgoing calls for the last week. I have a Moto G9 running android 11. I can make and receive calls on WhatsApp. I've deleted caches and reset network settings. I don't seem to be able to report a coverage issue on the EE website. Any suggestions?

Re: No audio on phone calls

bristolian — Wed, 15 May 2024 19:43:58 GMT

WhatsApp is just an internet-app, all usage of it is handled by your phone and the mobile network as data usage - so this has just proven that you have an internet connection and your phone's audio functions work.

Are you saying that all direct-dialled calls are completely devoid of incoming audio, on a permanent basis? Or that it comes & goes? Is outgoing audio also affected?

Is this only happening in one specific location or is it more generalised? This isn't necessarily a coverage issue, but what's the problem you're having with the website?

Re: No audio on phone calls

Jemanson — Thu, 16 May 2024 05:30:34 GMT

@bristolian wrote:
WhatsApp is just an internet-app, all usage of it is handled by your phone and the mobile network as data usage - so this has just proven that you have an internet connection and your phone's audio functions work.
Are you saying that all direct-dialled calls are completely devoid of incoming audio, on a permanent basis? Or that it comes & goes? Is outgoing audio also affected?
Is this only happening in one specific location or is it more generalised? This isn't necessarily a coverage issue, but what's the problem you're having with the website?

Thanks for replying. All direct dialled calls have no audio. It affects outgoing and incoming calls and is not intermittent. I hear nothing once I've dialled a call and hear nothing when I pick up a call, but the phone's microphone and speakers are fine. It seems the people I call can't hear me.

I haven't been able to check the phone outside the local area as the only places I've been since it started have no reception. May get a chance tomorrow.

The issue with the website is that the upper part of the screen seems to be loading content, but then collapses, so there is nowhere to enter details of the issue.

Re: No audio on phone calls

Leanne_T — Thu, 16 May 2024 07:52:14 GMT

Hi @Jemanson

Thanks for coming here.

Can you try loading the Service Status Checker in a new web browser and entering your EE account log in details, do any problems show for the area?

Leanne.

Re: No audio on phone calls

bristolian — Thu, 16 May 2024 08:13:09 GMT

A complete failure of in-call audio is unusual but not impossible. Testing one of the two following scenarios would be the next diagnostic..

Does your phone have the same issue when connected to other network sites?

Do other EE phones have the same problem in this area?

In addition - can you use mobile data whilst on voice calls?

Re: No audio on phone calls

Jemanson — Thu, 16 May 2024 09:15:11 GMT

Hi, this is what I see when I try to view the service status checker. The page seems to be loading content, but then displays just the header and footer. It's the same on my laptop and phone.

Re: No audio on phone calls

Leanne_T — Thu, 16 May 2024 11:40:00 GMT

Thanks @Jemanson

I would suggest getting in touch with our tech guides and they will get this looked into for you.

Please see our Contact EE page for numbers you can use from any phone 🙂

Leanne.

Re: No audio on phone calls

Jemanson — Thu, 16 May 2024 12:00:59 GMT

Thanks. Unfortunately I don't have another phone :). Will see if I can borrow one.

Re: No audio on phone calls

Leanne_T — Thu, 16 May 2024 12:26:15 GMT

Let me know how you get on if you manage to borrow a phone and give us a call @Jemanson

Leanne 🙂

Re: No audio on phone calls

Jemanson — Thu, 16 May 2024 19:18:15 GMT

I've been able to borrow a phone on another network and have found that:

Switching the SIMs I have audio on calls on both phones - so my phone works with the other SIM and my SIM works with the other phone.

With my SIM in my phone, I have no audio, but I can be heard at the other end.

I'm even more confused now 🙂

Re: No audio on phone calls

bristolian — Thu, 16 May 2024 22:13:40 GMT

On the face of it, you've certainly proven the phone's audio works - I have a suspicion the diagnostic value is less than if both SIMs were EE ones, however. I'll have to mull on this.

Have you been able to test your phone in another area, specifically using a different network site? Equally does mobile data work when you're on calls?

Re: No audio on phone calls

Jemanson — Fri, 17 May 2024 06:04:43 GMT

Hi, no mobile data doesn't work when I'm on calls, at least not when I test it now. I wasn't able to find a signal that would allow me to even try a call when I went out yesterday. Reception locally has always been patchy, but it surprised me that I couldn't find somewhere to make a call.

Re: No audio on phone calls

bristolian — Fri, 17 May 2024 07:47:19 GMT

Lack of mobile data on voice calls is indicative of using 2G rather than VoLTE. Is both 4G-calling & auto/4G enabled in your phone's connection settings?

Re: No audio on phone calls

Jemanson — Fri, 24 May 2024 14:15:09 GMT

I can't see any option to enable 4G calling, but I've been advised:

Your G9 Plus supports 4G Calling as a feature, however whether or not it can make use of it depends on your carrier. You will need to reach out to them and inquire if they support the G9 Plus for VoLTE. If they do not, your phone will not even display the option.

Re: No audio on phone calls

Jemanson — Tue, 28 May 2024 10:24:07 GMT

My current thinking is that while my phone is capable of VoLTE, it appears that it is not supported on the EE network. I may need to switch networks to see if this option becomes available in settings.

Re: No audio on phone calls

bristolian — Tue, 28 May 2024 10:42:57 GMT

A valid test for sure. Historically EE are one of the more open networks for allowing ViWiFi & VoLTE on SIM-free devices.

At least one other MNO has become quite strict recently and often only allows VoLTE on supplied-phones.