Callers can't hear me!!

jm5119

    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!

      All replies

      • tmo_chris

        Re: Callers can't hear me!!

        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?

          • jm5119

            Re: Callers can't hear me!!

            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.

          • tmo_mike_c

            Re: Callers can't hear me!!

            Hi there.

             

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

              • jm5119

                Re: Callers can't hear me!!

                No, this issue has NOT been resolved.

                  • tmo_mike_c

                    Re: Callers can't hear me!!

                    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?

                      • jm5119

                        Re: Callers can't hear me!!

                        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.

                          • tmo_mike_c

                            Re: Callers can't hear me!!

                            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.

                              • jm5119

                                Re: Callers can't hear me!!

                                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.

                                  • tmo_mike_c

                                    Re: Callers can't hear me!!

                                    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?

                                      • jm5119

                                        Re: Callers can't hear me!!

                                        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.

                                          • tmo_mike_c

                                            Re: Callers can't hear me!!

                                            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.

                            • tmo_mike_c

                              Re: Callers can't hear me!!

                              Hi there!

                               

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

                                • jm5119

                                  Re: Callers can't hear me!!

                                  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.

                                    • tmo_mike_c

                                      Re: Callers can't hear me!!

                                      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.

                                  • tmo_chris

                                    Re: Callers can't hear me!!

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

                                    • tmo_mike_c

                                      Re: Callers can't hear me!!

                                      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.

                                      • jm5119

                                        Re: Callers can't hear me!!

                                        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!