LG Aristo WiFi calling and VoLTE problems


I am having problems with my new LG Aristo.  Firstly, the WiFi calling is terrible.  The phone keeps switching to VoLTE even when it's not necessary, causing words to cut out when on a WiFi call.

 

Second, when on VoLTE, there is a terrible, high-pitched whine in the speaker.  This whine can be heard even when no call is being made and the screen is off, but having a VoLTE call active definitely makes it worse.  Some kind of interference I guess.

 

Is there any way to fix this?  As far as the WiFi thing, I have tried replacing the phone and SIM card, forwarding the ports on my router, resetting my phone, rebooting my router, all to no avail.


18 replies

I am not gonna lie, these are some super weird issues you are having here. The weirdest being the fact that you hear a whining noise on your phone when the screen is off and not on a call. Is this something that you only notice when the phone is on LTE? Can you try turning off VoLTE and seeing if it is still there?

  1. From any home screen, tap Phone.
  2. Tap Menu icon > Call settings.
  3. Slide the VoLTE switch to turn it on or off.

As for Wi-Fi calling, when you are in the Wi-Fi calling settings, do you see an option to set it for Wi-Fi preferred?

Turning off VoLTE makes it less, but you can still hear it.  With VoLTE on it's much more obvious.

Yes, there is an option to set it for Wi-Fi preferred.  I have it set to cellular preferred due to the problems with Wi-Fi calling.

Let's try setting it to Wi-Fi preferred as this will keep the phone from trying to switch to cellular while on Wi-Fi. As for the noise, I am honestly not sure what is causing this. I don't think it is a software issue though but more of a hardware issue.

When did you notice this whining noise?

Setting it to Wi-Fi preferred is what causes the problem. It loses Wi-Fi signal (even if I'm sitting right in front of the router) and stutters. Sometimes it switches to the towers because of losing the signal, then it switches back to Wi-Fi when the signal improves. Setting it to cellular preferred keeps it on the towers and keeps it from stuttering.

The whining noise is constant and has always been there. My local store replaced my first Aristo as well as the SIM card and the new one does it as well. It seems to be, therefore, a problem with the Aristo design rather than just a particular defective phone.

Thanks for clarifying. It is very odd that you are having the same issue even after replacing the phone. Is this something that you noticed on the replacement the moment you pulled it out of the box or was this something that manifested over time?

As soon as it came out of the box.

Yikes! I just checked some of our internal documents and I do not see this specific issue being listed as a known issue. The fact that you hear it while you have VoLTE active as well as when it is disabled leads me more to believe it is a hardware problem. I have not seen any other complaints about this whining noise on this specific phone. I am gonna recommend that you Contact Us‌ again so that we can look into replacement options.

I've already had replacement Aristo and I've been told to get a different phone I'd be required to pay a $50 restocking fee for this one. I can't pay that, especially not when the problem is not my fault.

Oh no! A restocking fee is something that only needs to be paid when you are returning a phone for a full refund or changing phones simply because you did not like it. If there is a defect with the phone, and you are within your 14 day buyer’s remorse period, there is no restocking fee. Also, if you purchased this phone online, there is no restocking fee to send it back for a refund.

I know you said that you had the phone replaced but how long ago did you originally purchase the first phone and do you still have that phone? Where specifically did you purchase your first Aristo?

Hi,

I bought 2 LG Aristo's last week.  When VoLTE was turned ON, and the other cellphone on a call ALSO had VoLTE turned ON, I couldn't hear the other party's voice from LG Aristo at all.

Often the call would then be dropped after half a minute or so.

I was at a T-Mobile store.  It seemed if we turned ON data roaming, or switch SIM slot (on the other phone), etc.  the problem briefly went away.  But the no audio problem on LG Aristo came back after making a few more calls.

Occasionally, the audio issue went away for 2-3 calls.  And then the no-audio issue came back.


** I purposely turned OFF WiFi/WiFi calling in all these VoLTE calls, so to eliminate any potential effect from any WiFi calling issues.

Once I turned OFF VoLTE, the no-audio problem went away COMPLETELY.

This issue is very consistent for the past 5 days I've been using these 2 LG Aristo phones.

I have the latest updates for Android 7 system, etc. (even today's Android 7 update).

Talked to T-Mobile rep, they've been looking at it since last Friday.

I wonder if we can get a poll to see how many folks w/ LG Aristo have VoLTE problems and how many don't have.

For those who don't have VolLTE issues, did you get the Aristo recently?

Any recent update/advice?  I wonder if I need to get a replacement or switch out LG Aristo.  I still have the no-audio issue using it when VoLTE is enabled.

Hey @memn1‌,

The issue you are having seems to be more network related so I do not believe a replacement will solve your specific issue. I know you said you were working with tech support on this and it sounds like they opened up a service request for you. Have you been able to call our tech support since we first started looking into this to see if there have been any updates?

Thx for asking.  This one-way audio issue plagued me for the whole last week.  At one point T-Mobile reps mentioned 'restarted the VoLTE server' but that didn't help.

Then today I called again, the rep seemed to be more knowledgeable, and he 'reset the connection' to my phoneAnd it worked!

Then he said there's a known issue when there's not strong enough signal to do VoLTE calls, LG Aristo would not switch over to non-VoLTE call automatically, hence the call audio issue.

He said we'd need to wait for the next LG OTA software update. 

Later on, I noticed that even when there was strong enough signal (LTE bar in the signal strength) and I made an VoLTE call the audio problem still occurred.

It seems kind of murky now whether it's the known LG Aristo doesn't switch to non-LTE call problem, or a different problem.

For sure, when the 'connection' to my phone was 'reset', VoLTE call one-way audio issue went away during that test.

This VoLTE feature seems to be not completely ironed out, or easily gets into trouble... .

Update:

I just tried and outgoing VoLTE calls were NO ISSUES at all with older model LG K7 (I tried multiple times). 

So this one-way VoLTE audio issue with LG Aristo is very specific to this model.

I appreciate you continuing to work on this @memn1‌. I am going to reach out to our LG contact to see what I can dig up on this issue and will follow up with you here.

Great!  Really appreciate this.  I'm anxious to get the fix for this.  Can't use VoLTE to make phone calls now with the LG Aristo.

Hey memn1​,

Sorry for the delay! I did end up hearing back from my LG contact and we were unable to identify this as a known issue with LG. LG is recommending that we continue to troubleshoot this issue as normal. If you are still having this issue, I recommend that you Contact Us again so that we can gather some examples for our engineers to look at on the network.

@tmo_chris​, Are you a T-Mobile employee? I ask because I was told this was just a customer to customer forum.

Anyway. I have a different issue with my Aristo not being able to repeat notifications in the stock messaging app when it used to do so flawlessly.

After tons of toubleshooting I have been able to determine the repeat notification feature does not work with VoLTE enabled and it works when VoLTE is disabled.

Curious your thoughts. I posted about my issue here LG Aristo repeat notification feature

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