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Why can't I answer incoming calls?

My S7 is only 6 months old but I cannot answer incoming calls. I switched to answering with the home key which worked but often I cannot hear the person on the other end and then I cannot hang up, I have to wait for the other person to disconnect. How can I fix this?

Thank you!

Comments

jrh4054

Could you have the speaker volume set too low.

Verizon_Support

atan18, it's important that your phone is working correctly so you can answer incoming calls, hear your callers, and hang up without having to use the home button as a short key. I'm here to help get this fixed. Does the device have any liquid or physical damage? When the issue started, do you remember any new applications being downloaded, setting changes, or software updates? Have you attempted to power the device on/off?

Katrina_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!!

atan18

Hello Katrina - yes I have tried turning the phone off and on a few times actually. The phone has no damage, physical or liquid. The problem may have happened after an update, but I'm just not sure, sorry. I've read that some people have fixed the not answering problem by resetting the phone to factory settings, but then they lose everything they've added. I'd rather not go that route if there is another way. Any ideas? Thank you!

Verizon_Support

atan18, thank you for the additional information, which will help us work toward a resolution on these device issues. Please use the following steps https://www.verizonwireless.com/support/knowledge-base-203861 to ensure the software is all up to date. Then use the steps on the following web page to put the device in Safe Mode https://www.verizonwireless.com/support/knowledge-base-203892/ and let us know if everything works as normal while in Safe Mode.

David_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!!

diesel0265

you need to touch the grren phone and drag it over the red phone

Jim84

My girlfriend had the same problem, she was only able to answer maybe one in ten calls on her Note 4. She loves the model so she went on EBay and bought another Note 4. It did the same thing! Had her go to a Verizon store and get a new SIM card. same thing happened, Verizon told her it could possibly be her number wasn’t imported properly when she moved from Sprint and they could give her a new number, which she didn’t want to do after having that number for ten plus years.

I figured it out! Go to settings, Advanced Calling, Turn off Advanced Calling (she doesn’t use Video Calling). She hasn’t missed a call since..

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