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Callers can't hear me unless I use speaker phone, is this covered by the wireless protection?
TERWIL85
Newbie
‎08-10-2017 08:59 AM

Callers can't hear me unless I use speaker phone - is this covered by wireless protection?  All settings have been verified.

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Re: Callers can't hear me unless I use speaker phone.
vzw_customer_support
Customer Service Rep
‎08-12-2017 09:09 AM

TERWIL85, Getting to the bottom of audio issues is what we're here for. If there is no other damage to the device and you are still in warranty, this is covered. If the phone does have damage, you can file an insurance claim. But we want to troubleshoot to ensure that the issue can not be fixed on our end. What make and model phone do you have? When did this issue start? Had anything changed since the start fo the issue, like a new app, software update, damage, etc.?

La’SindaT_VZW

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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Callers can't hear me unless I use speaker phone.
vzw_customer_support
Customer Service Rep
‎08-12-2017 09:09 AM

TERWIL85, Getting to the bottom of audio issues is what we're here for. If there is no other damage to the device and you are still in warranty, this is covered. If the phone does have damage, you can file an insurance claim. But we want to troubleshoot to ensure that the issue can not be fixed on our end. What make and model phone do you have? When did this issue start? Had anything changed since the start fo the issue, like a new app, software update, damage, etc.?

La’SindaT_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Callers can't hear me unless I use speaker phone.
chris1060
Specialist - Level 1
‎08-12-2017 10:03 AM

That is weird. Lately I have been having the same issue. I'm not for sure what phone the OP has, but I have the S7 Edge. I've done a factory reset and did not download any of the programs except the ones on the device originally. Even turned Advanced Calling off to see if that could have been the issue. But didn't work.

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Re: Callers can't hear me unless I use speaker phone.
vzw_customer_support
Customer Service Rep
‎08-14-2017 10:11 AM

Chris1060, I want to make sure that we clear up any issues with your device. My goal is to make sure that you can have a phone conversation without your device being on speaker phone. Is there any physical or liquid damage to your Galaxy S7 Edge? Does this happen on every call or is it at random? Also, do you have bluetooth turned on in the settings? Please keep us posted.

KevinR_VZW

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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Callers can't hear me unless I use speaker phone.
chris1060
Specialist - Level 1
‎08-14-2017 10:50 AM

There is no damage to the device.  It has never be dropped (even on carpet), has no water damage. I purchase the device in November of 2016. This issue began about 3 weeks ago.  I have booted the phone Kim safe mode thinking that maybe it was an app, this did not help. I performed a factory reset without restoring any apps other than what was pre-installed.  Still no change. It is a hit and miss issue,  as I do not have the problem consistently.

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Re: Callers can't hear me unless I use speaker phone.
vzw_customer_support
Customer Service Rep
‎08-14-2017 05:52 PM

Thanks for this additional information as it helps to narrow down the causes of what's going on with your device, Chris1060. Let me continue to work on the issue of your phone with hearing people on a call without using the speakers. What version of software do you have on your device? Have you tried to adjust the volume on your device? Here's a link to help with the steps http://vz.to/2oNSNUk .

EdwinW_VZW

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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Callers can't hear me unless I use speaker phone.
chris1060
Specialist - Level 1
‎08-15-2017 08:53 AM

I'm having an issue of people not being able to hear me. I hear them perfectly. I'm running Android 7.0, G935VVRU4BQG1.

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Re: Callers can't hear me unless I use speaker phone.
vzw_customer_support
Customer Service Rep
‎08-17-2017 09:03 AM

I want to make sure that we get this figured out for you so you can connect to the people you care about the most. What is the make and model of the device? Have you backed up all your information?

NicholeK_VZW

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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Callers can't hear me unless I use speaker phone.
chris1060
Specialist - Level 1
‎08-17-2017 11:09 AM

I have the S7 Edge. I have done 2 factory resets. I did a complete backup of my data, and did not reinstall any software other that what came installed. I have not had the issue for a few days now, so I'm downloading one app at a time to see if this will eliminate the issue.

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