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Callers can't hear me!!


Most of the calls, the callers can NOT hear me BUT, most of the time I can hear them.
Also, when I callback, again they can NOT hear me.

VOIP calls are perfect, with voice crystal on both sides!

 

The device is Lenovo K6 Power and the device is good, as it was working fine with earlier telecom service!

So, what is happening here?

 

Please help!

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Best answer by jm5119 11 April 2018, 17:49

Yes, I did the test with Xiaomi Note 4, and the calls were good. So seems, this is something to do with my device.
I am NOT able to digest the fact, that all was fine last year same time with this device/TMobile and this year, it is NOT.

Would a reset of phone/device help?

I might have to move to a different service provider OR have to purchase a new device to stay with TMobile. 😕

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37 replies

Userlevel 5

Thanks for taking the time to post to our community. This is a pretty interesting issue since you are able to connect to our network on this non T-Mobile phone but the call quality is suffering. Do you happen to notice if this only happens when you are in a specific area? Is this something that has always been the case or did this recently start?

Userlevel 6
Badge +14

Hi there.

Just checking in to see if this has been resolved. Please reply back and let us know. Thanks.

I stay at 07047 and it happens here. But then, when I tried calling from few other places around it is the same. Some numbers consistently it does NOT connect. Last year, when I was here for 4 months, it was all good. This visit, am facing this for past one month. I am on same device(K6 Power) on both the occasions.

No, this issue has NOT been resolved.

Userlevel 6
Badge +14

Bummer. Thanks for replying and letting us know. Do you notice any signal fluctuation or complete dropping of signal when the audio issues happen? Also, do you notice this only happening with specific numbers or any number?

It has happened with specific numbers. Some go through, other won't. Just now, called 415.XXX.XXXX. I was able to hear the other party, BUT he wasn't able to hear me. On 3rd attempt, the communication was established. He said, he was NOT able to hear anything on the first 2 calls.

BTW, the signal is at full strength.

Userlevel 6
Badge +14

Alright, that information does help. I'd like you to try something else. Forgive me, I'm not familiar with this phone, but do you have an option to change the network settings? Specifically, the  2G/3G/4G settings? I'd like to see if switching it to something like 2G makes a difference. This will help us pinpoint if this is something going on with a specific connection.

Been there. Done that. I was on call with T-Mobile Tech Support. I went through this rigmarole. Changed it to GSM(2G) from LTE/HSDPA/GSM, BUT the result is same with these specific numbers. BTW, I wouldn't get t-mobile 4G on this device due to band mismatch. As such, the device is always on GSM(2G) now. When they call from their number, some calls go through. But when I call back the same number, they can NOT hear me. 😥

Userlevel 6
Badge +14

Okay, well I appreciate you giving that a shot. At this point, we'd be looking at either an issue with the device, or something going on with the back end of your network connection. Do you have a T-Mobile branded device you can put your SIM card in temporarily to see if callers can hear you?

Not at this point of time. I might have to look around for one.

Just FYI, this very same device was working perfect, last year(Jan17 - Apr17). At that time, I would be on 4G and there was no call related issues.

Userlevel 6
Badge +14

I understand, and I'm sorry to hear it stopped working without any reason. I just know if this does need to be escalated to engineers, they'll encourage that you test out a T-Mobile device. If you do happen to give another phone  a shot, please keep us posted here.

Userlevel 6
Badge +14

Hi there!

Just curious if you were able to test the audio using another phone. If so, please let us know the results. Thanks.

Yes, I did the test with Xiaomi Note 4, and the calls were good. So seems, this is something to do with my device.
I am NOT able to digest the fact, that all was fine last year same time with this device/TMobile and this year, it is NOT.

Would a reset of phone/device help?

I might have to move to a different service provider OR have to purchase a new device to stay with TMobile. 😕

Userlevel 6
Badge +14

I appreciate you testing that out and I'm bummed because I think it's the device causing this too. For what it's worth, we would have folks using T-Mobile branded phones do this exact same test to pinpoint the cause of the issue. It's hard to say why it would do this all of a sudden, but I've seen things like this happen in the past. I'm guessing the phones never been exposed to water/moister or any heavy drops? I know that's a stretch but that's the only other thing I can think of. It's either something hardware related, or, if a reset fixes it, it would be software related.

AFAIK, NO moisture or heavy drops!

I don't know what else to do.. might try a hard reset and that's it.

Userlevel 6
Badge +14

Okay. I was just trying to think of other things that could be the cause. I mean, you could try wiping the cache, but ultimately the reset would be the last option.

Userlevel 5

Hey there! Any luck with the cache wipe or master reset?

Nah! No luck as of now. Did a full reset, BUT still the same issues! 😢

Userlevel 5

Yikes, okay, I am thinking that it is going to be a compatibility issue at this point and it might be best to look into upgrading your device. We would hate to lose your business but I do believe getting a T-Mobile branded phone is going to be our best option here.

Userlevel 6
Badge +14

Hey there and sorry to hear the reset didn't help out. I totally agree with Chris about using a T-Mobile branded device. Have you thought about that as an option? Please let us know what you decide to do.

At this time, I couldn't bring myself to buy a new phone. I might go for a new SIM.

Thanks for your time! 😊

Userlevel 6
Badge +14

Ah okay. Changing the SIM could help. I've seen it work before. If you do change it, please let us know if that fixes the issue.

Userlevel 6
Badge +14

Hey again. Just curious if you've tested another SIM card. If so, we'd like to know if that did the trick and fixed the issue. Please let us know. Thanks!

I did test this with a H2O SIM card and 'voila' it fixed all my issues. No call drops, the other side can hear me loud and clear, and to top it all, now am on high speed data. It is just $30/- per month. Hope, it stays this way! 😀

Thanks all for your support! 😊

Userlevel 6
Badge +14

Ah okay. I'm a little bummed you were having the trouble using our SIM but at least you don't have to deal with all the issues. So, I'm happy for you. Thanks for keeping us posted. 😊

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