Garbled incoming audio

[Nick2d]

I have a problem with the audio on incoming calls. The person calling me sounds garbled, like they are under water, blowing bubbles. However, if I call them I can hear them fine. I have a Samsung S10. I would appreciate any help to understand if this is an issue with my service or my phone. Many thanks.

[Jlew01]

I'm having the same problem with incoming calls to my Samsung, would be interested to hear what's causing this 

[James_B]

Hi @Nick2d, @ANC54, @MarkB731 and @Jlew01,

Our Technical Support Team will be happy to look into this issue if you get in touch.

Thanks 🙂

James

[csi9611]

Same problem for me on iPhone 13. Just started yesterday. Garbled from landline and some mobile networks but clear from other EE users. Call it coincidence but my local mast has just been updated to 5G and only just started happening. Been given a few options but none working. Rang EE who did advise there was work being carried out on my nearest mast (connections to 5G calls) so this may be the issue??!! 

[bristolian]

Any issue on the access network (i.e the radio coverage) would affect all usage indiscriminately.

If it's only calls to or from particular destinations/operators, that points at the central/core network.

[ANC54]

Yes please, this would be a good option, although the "message us" facility is not currently available. It would probably also be helpful if the Tech Support Team could see all these messages on this forum. Anyone know how we get the Tech Supp Team involved ?

[ANC54]

Not just Samsung phones then - seems to be a very widespread problem.

[James_B]

Hi @ANC54,

I'm sorry to hear technical support chat is currently unavailable. Please try again later or get in touch on 150.

Once you speak to them, they'll run through some diagnostics with you and raise a support ticket for your account if neccessary.

Thanks

James

[Viper007]

Hi all

I have been experiencing garbled calls like being underwater for a couple of weeks now on my iPhone 12 Pro Max and it's driving me mad

My wife has an iPhone 10 on 3 network with no issues. I answered an incoming call using speaker phone option and it was garbled even then

I then answered the next incoming call using my iMac instead of my phone and it was exactly the same so it's not the phone it's the network, Spoke with EE and of course these nothing wrong with their network!

Im swapping out to a new replacement sim just to eliminate that but if it doesn't work i will be swapping networks ! Goodbye EE who are supposed to be the best network according to Kevin Bacon ha ha He must be on a back hander

[Christopher_G]

Hi @ANC54

It will definitely be worth trying your SIM in a different phone, then updating our technical support team with the results of that test.

Chris

[bristolian]

In some earlier posts, there were suggestions that this audio problem only affected calls to or from particular networks or destinations.

If that's the case for others, then it's less likely to be a coverage-related issue.