09-02-2017 06:04 AM
The sound on my Samsung S7 has been turning on and off. It goes on when i'm using an app like YouTube or Netflix for a few seconds then switches off and doesn't return. I only got it in December. There are no sound issues with the notifications. Anyone else having this problem? Is it a hardware/ software issue? TIA
09-02-2017 11:05 AM
Good morning @hannah0311
Welcome to the community 🙂
This sounds a little frustrating for you, so I will try and offer some help to fix it 🙂
Are you having sound problems with any other areas, like calls?
Have you got the latest software version downloaded on the phone?
Are you a pay monthly or a pay as you go EE customer?
09-02-2017 11:09 AM
09-02-2017 11:15 AM
Thanks for the super quick reply 🙂
Please check out the How do I adjust the volume on my Samsung Galaxy S7 or S7 Edge? Samsung help and support page.
Where I have linked you to shows you how to adjust the volume specifically for APP's
Fingers crossed this will solve the problems.
Please have a look and try and let me know.
09-02-2017 11:24 AM
I appreciate the suggestion and I had a go at looking at it but it isn't a problem with the volume. The volume can be at maximum and the sound cuts out. It may return for a split second intermittently but this itself is rare.
The first this I did was adjust the volume!!! I think I might have been a bit embarrassed if that was the problem!!!
09-02-2017 11:34 AM
26-02-2017 07:46 AM
Nope, not resolved. I did a factory reset for a second time, it worked for about half an hour and has now started to go again. Right now i've watched 20 mins of a show on iplayer but the sound has gone again. Very annoying. No time to get to the EE shop either which was pretty much the only advice I was given.
26-02-2017 11:56 AM
Thank you for sharing the outcome 🙂
I'm sorry that this isn't fixed for you.
If you need any further support or a live chat then please see the get in touch pages.
Have you also spoken to Samsung Support or been to a Samsung Support centre for advice?
26-02-2017 05:09 PM
27-02-2017 07:51 AM
Good Morning @hannah0311
After you tried the factory reset did you test before putting any data back on the device?
Also do you have a memory card in the phone?
If you speak to Samsung Support they'll be able to give you some advice, it may be a fault they're aware of.
Thanks - Karen.
27-02-2017 08:22 AM
I haven't been to a Samsung store because there isn't one near me. I've spoken to the online chat team who told me that the only thing I could do was a factory reset and if that didn't work it would need to go into a store. Unfortunately I haven't had time and I'm not paying through my insurance because I'm concerned it's a fault with the phone rather than damage.
Get Outlook for Android
You won't need to go through insurance.
All Samsung products come with 2 years warranty.
You don't need to send it back to Samsung either.
EE should do this if you bought direct from them.
If not take it to any Carphone Warehouse store (doesn't matter if you didn't buy from them)
If it's a repair store they will try and fix it there of not they will send it to their central repair centre.
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