Sound problems on phone calls

I've only had my Samsung Galaxy 5s for a few weeks and am pretty much new to smart phones. I haven't made or received many phone calls on it yet but, when I have, I've found that there's no sound (for either party) unless I turn on the speaker, which I'd rather not. Do I have a setting wrong?

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Verizon_Support

Thanks for replying Sandy

Have you tried the device without a case? If the issue persists. I would recommend a hands on evaluation at a store. Here's a great link about the volume controls: http://www.verizonwireless.com/support/devices/knowledge_base.html/97998

JoeL_VZW

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Verizon_Support

We would be delighted to look into this Sandy58! Have you checked the volume rocker on the device? Do you have a screen protector on your device? If so, can you verify that this is not obstructing the ear piece? Please keep us posted, thanks!

MatthewS_VZW

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Sandy58

No problems with the volume rocker and the earpiece isn't obstructed by the

screen protector. Also, the other party can't hear anything either until

I turn on the speaker function. Could I have setting wrong? Thanks.

On Jul 15, 2014 1:47 PM, "Verizon Wireless Customer Support" <

Verizon_Support

Sandy58

I just tried it without the case and had the same problem. There's

probably something wrong with the phone. I'll take it into a store.

Thanks.

On Jul 17, 2014 1:31 PM, "Verizon Wireless Customer Support" <