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HELP!! Callers can't hear me. In call audio drops out during calls. Mic stops working.

HELP!! I'm on my 2nd brand new HTC One from Verizon in the past 2 weeks, and both phones have the exact same issue. During a call, the microphone that picks up my speaking voice intermittently and suddenly stops working and people on the other end of the line say they can't hear me anymore? It happens on about 50% of my phone calls. It's maddening! If I put speakerphone on it works fine, and if I use ear buds it works fine, but in the normal phone mode when holding up to my ear, is where the problem occurs. The proximity sensor is working fine, and I'm not accidentally hitting the mute button with my cheek either. I'm thinking this has something to do with the fancy "Sense Voice" functionally on the phone using dual microphones and noise cancellation to supposedly try to enhance the sound quality. Yeah right. The telephone phone function one this phone is basically unusable. What is the fix for this problem! Software update? Can I disable Sense Voice? Help!

Comments

stak3407

I am having the same problem! Also on my second one.. and I drop calls in now 3 rooms of my house... I am getting to the end of my rope here!

commonsense101

Have you contacted HTC? I wonder if they have a radio issue like when the thunderbolt came out

JKF1973

Has anyone found an answer? I just upgraded to the HTC One this week and when I make a call or someone calls me, they can not hear me on the other end unless I am on speakerphone. If I talk directly into the mic at the bottom or blow into the mic, it works, otherwise not. I checked a few of the other networks and it seems the same issue with HTC One.

Verizon_Support

That type of performance is not typical for the advanced and reliable HTC One JFK1973! Does this happen with every call? Are you moving the device while you are talking? Most units will have fluctuating volume and clarity if you aren't talking directly into the microphone. I've experienced this myself with different make and model devices. Have you tested headphones with a mic? This may likely just be how you are holding the device when you are on a call.

JonathanK_VZW

VZW Support

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broca43

Having the same problem, people on the other end can't hear me , and i've to swiich to the speaker phone to be heard. Is there a solution? and No Jonathan_VZW this is not because of how i hold the phone, 've used the G!, droid x and the galaxy nexus in the past without any problems

Verizon_Support

Let's resolve this broca43! Please accept my follow request, follow me and send me a direct message with your mobile number and verification. Thank you.

TominqueBo_VZW

Please follow us on Twitter @VZWSupport

ninjaj

I"M HAVING THE SAME ISSUE WITH HTC ONE. People cant hear me. FIX. Now.. T-MOBILE users where having the same issue until they released the 4.3 Jelly bean update.

Verizon_Support

Hi ninajaj - Let's get you talking again! Does this happen on every call for the entire duration or at random? Are you using a case or cover on the device? There is a microphone on the bottom and another on the back of the phone near the upper right hand corner, please ensure both are unblocked while talking. I will forward to your reply!

Thank you,

YaleK_VZW

Follow us on Twitter @VZWsupport

Boghey

I'm having the same problem. People can hear me just fine when I am on speakerphone or speaking directly at the bottom of the phone into the mic, but if I hold the phone to my ear and try to speak, I am muffled and very hard to hear. What is the best option for me? I have factory reset my phone. It wasn't always like this, I used to be able to speak just fine.

Thanks in advance!

Verizon_Support

@Boghey ,

Let's get your phone's audio working right!

The HTC One has two microphones for the audio; one on the bottom end next to the micro usb port, another on the back of the phone near the upper right hand corner. It is possible that you may be accidentally covering one or both microphones with your hand or a case/cover. For the best call audio experience, please ensure that the microphones are not blocked.

Please remove any protective cases or covers if they are blocking the microphones. Also check the microphone holes for debris or other obstructions. Please retest without any covers or case and make sure you're not accidentally blocking the speakers. Keep me posted if the issue persist.

JohnB_VZW

Follow us on Twitter @VZWSupport

SPBeams

I have the same problem. I am on my second phone with the same results, I will be speaking with someone and they will suddenly not hear me. The problem goes away when I go to speaker phone. Since this seems to be a common problem is there ANY news of a fix? Or is everyone still being told that it must be something they are doing wrong?

wtm3

I have the same problem reported in this thread.

People on the other end of my calls have reported problems hearing me over the last two weeks.

Yesterday, the microphone quit on a call. The speaker phone works, ear buds work, bluetooth works.

I tried recording from the mircophone into Note and the result was static.

I have removed the Ottertbox protective cover, blown into microphone and speakers to clear and lightly used a toothbrush to clear also.

I am running HTC One Kit Kat 4.4.2. Owned about 5 1/2 months

I ran the phone in "safe mode" and the microphone still doesn't work as described above.

Is my only recourse to do a reset, load apps back, confirm mic does not work, and send the phone in for repair?

Verizon_Support

wtm3, we don't want this problem to duplicate with you too! The last resort to resolve this issue would be to hard reset it. If that doesn't work then we can provide you with warranty replacement device as long as there's no physical or liquid damage. By the way, is there any physical/liquid damage on your device?

LasinaH_VZW

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SPBeams

I have all ready replaced the phone once and am still having a problem. This phone has no physical/liquid damage. The replacement phone that I was sent was "reconditioned" and not new. I am very disappointed with the phones performance.

Steve Beams

eisoptr0

Well, add me to the list of HTC One owners with this issue. Seems like a lot of folks are having the same problem.

And no, it's not my case, no physical or liquid damage, not covering my receiver and/or holding it upside down or trying to talk with the phone inside of my mouth or anything else of that nature.

It worked just fine until a few days ago, and then I suddenly had no sound from my receiver during calls, in or out, including ringing. When I restart my phone, I can usually get sound for a few minutes before it just goes out completely.

After reading the above users' comments, I did try making a call on speaker and like them, I can get sound on speaker only.

Verizon_Support

Let's remove you from this list pronto eisoptr0! Since you get sound for a few minutes after you power cycle your phone, it appears that a system file may be corrupted. Please do a factory reset http://vz.to/GVwlTs and test. Keep us posted.

AntonioC_VZW

Follow us on Twitter at www.twitter.com/VZWSupport

pikofamily

I got the HTC one 14 days ago and this started happening today. Not sure but it looks like a real problem looking at all the comments.

eisoptr0

Just to update, I now have no audio on my device whatsoever. Did a factory reset twice and spent the better part of two hours troubleshooting on the line with tech support to no avail. The rep I spoke to said that she'd had many similar complaints recently and wasn't surprised. This does not appear to have a fix.

Luckily, I'm under warranty and my free replacement should arrive today. We'll see how long this one takes to malfunction as well, as it is clearly a flaw inherent to the device (only had current device for 4 months, by the way.) Then I guess I'll keep collecting broken phones until my warranty runs out and I'm SOL.

On a side note, my last phone was an HTC Rezound, which also developed fatal soft key issues after a software update that rendered the phone virtually unusable. Countless people were on the forums reporting the same problem, and the Verizon response was essentially "try restarting it" and "lol all hundred of you must have dropped your phones in water or something, sorry bye" and ultimately no real resolution was ever offered. I ended up having to use my upgrade to get this now broken phone. Doesn't seem like much is being done about this situation, either. Good luck!

RushFan2112

Are you one of those people that talks very loudly into their phone? Talk softer and see if anything changes. If you talk loudly, it's quite possible you are overdriving the microphone and causing it to cut out, especially since this same thing has happened on 2 different phones.

LiamS1

Hey guys,

This isn't just the One. I have a DNA that's doing EXACTLY this. I've tried factory resets, cleaning out the mic with a toothbrush, etc. Nothing is working.

Audio tests with HiQ MP3 recorder show that the mic is functioning properly - not a hardware issue. IN-CALL, however, the mic is a disaster. Changing CDMA Voice Privacy settings does nothing. Restarting does nothing. Restarting with "Fast Boot" disabled does nothing. Covering the rear mic does nothing. Speakerphone works because it's a different mic, but the issue must be with the software that handles the primary mic in-call. A wired headset works perfectly. Haven't tried bluetooth yet.

Not a loud talker, not holding the phone wrong and covering the mic, haven't installed an app that conflicts with the mic settings... something is WRONG with the way HTCs are handling KitKat, and Beg Red isn't the only carrier having this issue.

Hope this sheds some light.

-Liam

LiamS1

After 45 minutes online with HTC Customer Service, it's confirmed - this is no hardware issue.

They took me through the Diagnostics Tool:

From the dialer, enter *#*#3424#*#* The device will enter the diagnostic tool. Choose Audio Test, and run it.

Mine passed with flying colors. Shame I can't say the same about my rep. He was on several chat requests, entered responses to other people's questions in my window, and completely forgot what my issue was, causing me to run tests that were useless. Eventually he offered to send me a new SIM tray. For an audio quality issue. Perfect.

Anyway, there's a software issue here, and here's hoping HTC acknowledges it, and patches it sooner than later.

joeybagodonuts

I had the same issue for the past few months, contacted Verizon and got a replacement phone. Haven't had an issues in the past 2 weeks. Also ran the audio test and it passed but got to the point I wasn't able to use the internal mic.

myelbow

Add me to the list as well. No damage to phone, no water damage, etc. I have used the phone the same way for 12 months now and then magically in the last 2-3 weeks nobody can hear me with phone held to ear and as all have stated above speak phone or headset are the only solutions.

Verizon!? Hello?!? Are these posts being delivered through our HTC One microphones while the phone is held to our ear? Can you hear any of us now? Good... /sigh Nothing better than having to make all phone calls public property while we wait on them to even acknowledge the problem much less find a resolution for it.

Verizon_Support

Thanks for the update about your issue myelbow. I know this is frustrating but we are here to help. Have you checked for any software updates on your device? Are you having issues with any of your current applications? Have you tried a factory reset on your phone yet? You can also visit a corporate store in your area for a hands on evaluation just to check and make sure settings are correct.

KinquanaH_VZw

Follow us on Twitter @vzwsupport

myelbow

Nothing has changed on the phone other than the problem showing up about 3 weeks ago. It didn't coincide with any updates. I have not damaged the phone nor will I be performing a factory reset as no suggested solution from any mobile company has resolved this issue so far for any of the other users who are experiencing the same problem. The only thing that has happened is I have had the phone for approximately 1 year and I woke up one day with this problem. I didn't add/remove anything. No settings have been changed for many many months, etc. This isn't a user issue and it doesn't appear to be a problem to any specific mobile carrier. It appears to be a problem with HTC One M7 devices for sure and I occasionally see people with M8s with similar issues as well.

Thanks,

Blake

Verizon_Support

myelbow,

Oh my goodness! I can understand how frustrating it can be when your phone does not work. I can also understand not wanting to do a factory reset on the device. We can advise that a factory reset will fix the problem. Here are the steps to do if you decide you would like to do one. http://vz.to/1pAGnNO

RobinD_VZW

Follow us on twitter @VZWSupport

KrysHoopz11

Hey all,

I have this exact same problem! I didn't have this issue with my last phone, the HTC One M8 that I bought brand new from the Verizon store in my neighborhood. That phone had screen defect issues, rather, and I sent it back to Verizon and received a "certified" replacement (like-new). Now, with this replacement phone, I am having the issue of not being able to hear anything during my phone calls (whether incoming or outgoing), unless I put my phone on speaker. Wasn't having this issue two days ago. I tried restarting the phone, and had no luck. As you all know, this phone does not have a removable battery, so that isn't an option here. This is VERY inconvenient. HTC needs to fix this.

Hope there's an answer/fix for this soon,

Krystle

Verizon_Support

KrysHoopz11,

I want to make sure that you are able to have a private phone conversation at all times and not having to be on speaker phone. Thank you for doing some of the troubleshooting steps for us. One step that I would suggest on trying is to power the phone off all the way. Once the phone is off please remove the sim card for a good 10-15 seconds: http://vz.to/1sCRSGG Then place the sim card back into the phone power it back up like normal and then re-try a phone call. Please keep us posted.

KevinR_VZW

Follow us on Twitter @VZWSupport

anh1976

Same issue - caller cannot hear me at all. M7, one year old. paid full price for this phone. I talked to HTC, they are letting me send it in for repair. Total pain and I am not sure I believe it will be fixed. Is it hardware? Seems a lot of people think software with the noise cancelling piece. Voice dictation and commands work fine, just not in call.

joeybagodonuts

I had the same issue with my HTC One but Verizon was able to send me a replacement phone. I didn't want to deal with HTC since first they denied every knowing of the issue before and didnt want to be without a phone for a week. Big kudos to Verizon for solving my nightmare I had for 4 months.

Verizon_Support

anh1976,

Oh no, that makes it hard to have a personal conversation. I want to make sure that you are able to use the phone like it is suppose to work. If you place the phone on speaker phone are you able to have a conversation? Have you been able to power the device off all the way and remove the sim card for a good 10-15 seconds: http://vz.to/1vSk6fE Please keep us posted.

KevinR_VZW

Follow us on Twitter @VZWSupport

ditchqueen

Has anyone found a true fix? I got a new phone, done a factory reset etc and still having this issue. It is being reported everywhere so at this point it is obviously the phone. I use this phone for work so this is totally unacceptable. I paid for Verizon because of the cellular service, but if no one can hear me I would been better off getting a cheap virgin mobile plan! I'm to the point of trying to ditch this phone on Craig's list. Has anyone actually been able to fix this?

dan46er

I have the One Remix, just received a replacement on Wednesday, worked just fine until today. Three whole days! This is absolutely not acceptable. Give me a different phone, now!

Verizon_Support

We want to make sure you have a reliable device, dan46er. Is this the same issue that prompted the replacement? Were the same applications that you had on the previous phone installed on this one? Does this occur on speakerphone, Bluetooth or with headphones?

Thank you,

YaleK_VZW

Follow us on Twitter @VZWsupport

TennisDiva

I have had some luck with removing the case, turning speaker on then off, changing phone from 4G to 3G but nothing lasts. Has anyone found more permanent fix.

Verizon_Support

Hello TennisDiva! I am so sorry to hear that you're experiencing issues with your new device! It sounds like you've done quite a bit of troubleshooting already. Please reply to my Direct Message, so I can assist further.

Thanks,

MichelleH_VZW

Follow us on Twitter @VZWSupport

TennisDiva

Thanks, since I had phone working I waited until it malfunctioned again. I went to Verizon store where I got the device. Since phone is not three months old it was under warranty and refurbished phone is on the way. What is more troublesome is the lack of acknowledgment and ownership of this problem except case by case.

BillCBos

I am having the same problem - I can speak for a few seconds and then suddenly the listener can no longer hear me. Head set works. I haven't tried speaker. This is not a case issue. I've had this phone for over a year and I love it, but this is rediculous. I imagine its software related - like an op system upgrade since it just randomly started. Has anyone found a reliable fix for this issue?

Verizon_Support

BillCBos,

I can definitely understand the need for clear calls. When did this first start? What happens when you use speakerphone? Does this occur on every single call or only a few? When during the call does it happen?

ChristopherM_VZW

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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