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Can't hear caller and the caller can't hear for lines on the same Verizon plan

Member

I have a family plan with 2 lines, using Samsung 8 and iPhone 7 phones. Recently, we discovered that we cannot hear each other when making calls to each other.  Our calls connect and the time keeps running but no sound on either end (phones aren't muted either). We can text each other without problem.  We can make and receive calls with no problem with others. We tried to use the troubleshooter but we still couldn't determine the problem. Any help would be greatly appreciated.  Thanks.

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Re: Can't hear caller and the caller can't hear for lines on the same Verizon plan

Customer Support

Hello, BGcell. We want to help get to the bottom of this. We are sending you a Private Note now. CourtneyM_VZW

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Re: Can't hear caller and the caller can't hear for lines on the same Verizon plan

Member

Yes, the software is up to date for both phones.  Upon further investigation, calls can be made and sent with the iPhone, but there is no sound when the caller or the person being called receives the call.

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Re: Can't hear caller and the caller can't hear for lines on the same Verizon plan

Member

BTW, the same thing happens when a call is made to the Verizon test call number.  It dials but no sound after connection.

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