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V60 ThinQ Dual Screen: Phone goes to mute while on speaker

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syaoran
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LG is a royal pain to try and get issues addressed.  There is a reason why they are 6 months behind in major updates.  Keep on them and check their forums. 

Syaoran - I am not a T-Mobile Employee but I could use a new job!
S

I don't buy that argument. I have contacted LG twice now and they say they

don't know anything about that issue. So maybe T-Mobile isn't passing the

information along? Surprising right, because they obviously care about

their customers?! The only thing they have said is that I need to ship my

device back to them so they can have a look at it, and I don't want to go a

month without a phone.

Second, I have purchased something from a store before and returned it

because I wasn't happy with it. And when I returned it they either gave me

a refund, replace the device or gave me in-store credit to use towards

something else. T-Mobile did send me a new phone and then told me I had to

pay for shipping charges. and when the second one had the same issues they

said they were out of options. That's it. They also told me I could sell my

phone and the buy something else with the money I get from my phone...WTF??

That's customer service??

I think they could do more.

F
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Userlevel 7
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mainly a FYI but even if TMO DID know its an issue they dont get to make the call on that..they really cant say much other than pass it up the chain to the manufacturer (in this case LG) and once THEY say its a known issue THEN the carrier can also say the same thing.

didnt read through every post but has anyone contact LG directly or checked out their forums to see if its been talked about in there at all? they will be the ones that must make changes or kick out fixes anyways..

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
S

unfortunately i'm not sure anyone at t mobile cares. between texting and calling in i have spoken to them about 8 to 10 times. every time i have to explain the situation all over again so obviously they dont leave notes on customers accounts. also everytime they act shocked and act like they have never heard of this before.

J

I've had my v60 for about 3 weeks and this has been a constant issue. I almost exclusively use speakerphone when in my work truck and have had so many calls where my mic has dropped out I've gone to using the Verizon flip phone my company provides. Please fix this.

S

I use the google phone app as a default. that's what i was using when this started happening initially. it seems to happen regrdless of what app you are using.

M

Count this as another v60 with this problem. A fix needs to happen and the denials that this is not a known issue need to end. Called support, the said they would call back the next day and they didn't. Remorse returns is not acceptable for a phone purchased from Tmobile directly that can't handle a basic feature.

B

My husband and I are having the same issue. We have had our phones for about 2 weeks. The only way the other person can hear me again when this happens is if I hang up and call back. This makes it incredibly frustrating when I am talking to clients. Especially when it happens more than once.

A

Mike,

Strictly speaking, no pun intended, it's not a problem with the speaker, but the speakerphone mode and it's the microphone that has the issue.

Someone from your internal teams should check some of the returned phones to see the problem firsthand.

S

Well I was never to get a new phone so my wife and I are stuck with these.

T-Mobile is pretty pathetic. When there are this many people across all

carriers with this issue T-Mobile should do what's right and let us return

our defective devices.

tmo_mike_c
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Userlevel 6
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I'm sad we weren't about to fix your phones. I did check with my internal teams and they weren't able to find a know problem with the speaker. Returning those was the best choice. I do hope the new phones are working better for you.

F

I feel your pain.   Finally gave up, returned the phones though they insisted on calling it a buyer's remorse return, which I had a problem with seeing as they were defective.   We just got a couple Galaxy s20s which is easier to deal with Samsung bloat than phones that don't work

S

I've been dealing with this for over a month now and it's super frustrating because I almost exclusively use my speakerphone. everyone at T-Mobile and LG act like they have never heard of this before and so I have gotten no support or help to resolve this. Everybody keeps talking about network settings and clearing the cache when it's clearly a device issue. I have also seen the same problems on Verizon and AT&t forums.

tmo_mike_c
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Userlevel 6
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Did you speak with someone directly from LG support or T-Mobile?

F

Tmobile support found the speakerphone cutting out is an issue and opened a ticket.  I will update here when we get a response from them.  Also, since we're on "house lockdown" it's been solely using the wifi.  Our wifi is quite good in this house without a lot of issues, so pretty sure that has nothing to do with it.

F

I just replied to someone else having this same issue.  Call support and report it as my rep found and admitted that it's a known issue.  Not sure why they are selling phones with an issue like this.  I realize cell phones have come a long way but you should be able to make calls using very common features.

F

I finally got someone in support to find out and admit that the speaker cutting out is a known issue.  They opened a ticket.  I will update here as this progresses. 

A

Add me to the list of users with the sudden speakerphone mute problem. I have tried both TMo cell and WiFi calling, but the problem happens with both. One other WA is to plug headphones in and out, but that's not convenient. Has anyone tried the Google phone app? It was just released for general use.

To T-Mobile, you might want to re-consider selling this phone or getting some help from LG. Obviously something's broken.

M

I also have the same issue too since I got this phone around 2 weeks ago.

To provide a some more details I am connected to the dual screen but I am not connected to any bluetooth devices. I am using the built-in phone app and have not installed any other phone apps.

I turn on speaker mode then the user can hear me fine for a period of time around a minute or so (I believe when the screen goes black it cuts off the speaker but not sure on that). Then I have to turn the screen back on if it went off and then turn off and re-enable speaker. Then it works again temporarily until it does the same thing again.

Looks like a lot of other people are having the same issue so I really hope this is a software issue (several others in other forums as well, and LG's too).

It's really annoying because you will be in the middle of a sentence and then people will start saying "Are you still there..."

syaoran
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Userlevel 7
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That makes it sound like an issue with the speakerphone implementation in the dialer app.  Perhaps contacting LG Support will get it resolved the quickest.

Syaoran - I am not a T-Mobile Employee but I could use a new job!
F

Since I've only had the phone for about two weeks, it hasn't had a vigorous testing.  However, I have found (online) other people posting reviews where the same issue has occurred.  That with the fact that my husband had it happen...

Unfortunately, I don't use skype or zoom.  recording video with sound worked fine.  Furthermore, if the call is working off speaker and works for a while on speaker, the mic works.  And then it doesn't. 

F
Rank
Userlevel 7
Badge +16

agreed...the above will help eliminate if its a device issue, call issue etc...helps narrow down where the issue keeps popping in. its ONLY while using the speaker phone on a call correct? not while its connected to Bluetooth or anything like that? wifi calling turned on or off?

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
syaoran
Rank
Userlevel 7
Badge +15

Hmmm.  Have you tested the mic with other applications, like Skype, Zoom, recording video with sound, and others to make sure the mics are working?

Syaoran - I am not a T-Mobile Employee but I could use a new job!

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