Poor call quality on Galaxy S23

[EAB25]

Please help!

I just got a shiny new galaxy s23, direct from Samsung as opposed to from EE, and the call quality is appalling. 

On all my previous phones it would say 'HD calling' and be as clear as if the person was in the room with me. Now the sound is so scratchy it's like an old analog call from the 90s

I have tried it on WiFi calling and VoLTE but it's always just as bad. 

What should I do? This can't be normal. 

I don't see any options to enable or disable HD calling. In fact I don't see any way to toggle VoLTE on and off

[bristolian]

If the phone is showing VoLTE or WiFi-calling when this happens, there's a possibility of a speaker fault.

Does this happen on speakerphone as well as the earpiece? Do other audio-based functions have a similar issues - music and videos for example?

[EAB25]

I don't think it's a speaker issue. Both calls using the speaker and the earpiece are terrible quality. 

[bristolian]

What's your basis for not thinking this is a speaker issue?

Do you get the same issue if you temporarily force your phone onto 2G/3G and make some test calls?

[Dazede]

I'm not totally sure but before I set up my galaxy s23 it did say if you don't set it up through USB or WiFi you might miss out on certain features of the device.  I've got HD calling but 2 people have said I sounded like it was under " water " or in and out. They both have old phones though. My other mates have good phones and they sound great. Maybe reset the device and set up again  ? Just a thought. 

[bristolian]

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@Dazede wrote:

before I set up my galaxy s23 it did say if you don't set it up through USB or WiFi you might miss out on certain features of the device

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Whom or what said this?

Audio codec is part of call setup, depending on the devices in use by both parties and network support.

[EAB25]

The issue was resolved by calling 150 and getting them to send a refresh to my SIM. 

Same happened with my S24 that I had for an hour but sent back when I found they aren't compatible with my gear s3

[Leanne_T]

Thanks for coming back and letting us know @EAB25 

Leanne 🙂

[Dazede]

It was on the phone as I was setting it up mate. ??