Cannot hear anyone on a call

[Bobtheblob]

Hi everyone,

Hopefully someone can assist me in this.

For the past couple of weeks whenever I make or receive a call the person on the other end can hear me but I cannot hear them.

I've tried switching my SIM to another phone and the problem persists. I can use WhatsApp and make calls (Just like I would normally) on that but hardly useful for my business. All other speaker related aspects of my phone work fine.

I'm using a PAYG Samsung Galaxy J3 in Cornwall.

Tried resetting and checked local EE issues and nothing is coming up.

Hopefully someone can shed some light on this.

[Chris_B]

@Bobtheblob  Have you restarted the device?   Using what’s app is using your data allowance or a WiFi connection it’s not using the same connection as a phone voice call. 

[bristolian]

WhatsApp is just an internet-based app, usage is handled by both your phone & the mobile network as data usage - so all that's proven is w working internet connection.

Can you use mobile data whilst on calls?

There is an option on the status checker to "report a problem" if nothing's shown, and one option is in-call audio problems.

[Bobtheblob]

The only reason I mentioned WhatsApp was to explain that the issue wasn't either of my phone speakers playing up and thus the issue being with my handset.

@bristolianwill try the 'in-call audio problems'

[Bobtheblob]

Have tried everything suggested and still the problem persists.

If there is a member of EE on here can you get in touch please.

[Leanne_T]

Hi there @Bobtheblob 

Thanks for coming back to us. 

If the problem follows the SIM and there are no known problems showing in the area, please call us on 150 and our tech guides will run through some troubleshooting to let you know what is needed to get this resolved for you. 

Leanne 🙂