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replacement Galaxy S4 doesn't make calls

Hello,

I have had my S4 for a year now, but 2 weeks ago it stopped charging. I went to the Verizon store and they decided to order me replacement phone since I have insurance on my plan. Last night I finally got a chance to unpack the replacement phone and activated it. Everything seems fine (text/data/social media apps), but when I call people they cannot hear me and I cannot hear them. Same when they call me. My phone rings, but when I answer I hear nothing from them and they cannot hear me. When I place a call I can hear the sound of the call being initiated and the sound of the call having ended, but no call tones or anything like that. Has something gone wrong with the activation ?

Thomas

Comments

Verizon_Support

thombos617,

Thanks for reaching out to us, we definitely want to make sure you're able to make and receive calls the way you're suppose to, I'm sorry to hear this is happening. There should definitely not be a problem with the calls, and we'll work to resolve this. Was the protective film removed? Please make sure the case or screen protectors are not blocking micriphone and speaker. Please follow these http://vz.to/1ervZn7 steps to make sure it activated succcessfully. Do you see 4G LTE and signal bars when wi-fi is off?

AdaS_VZW

Follow us on Twitter at @VZWSupport

thombos617

Hello, thanks for the quick reply. All films are removed, I have 4G and all bars, and text messaging as well as email services work perfectly fine. I can also play music with it very loud and clear. Its only on calls that I cannot be heard and I can't hear anything, even if I put it on speaker.

I have meanwhile rebooted several times and removed the battery, but that did not solve the problem.

I have not yet configured any bluetooth or wifi, so I'm not using either.

Thomas

thombos617

Oh, I have also tried the Safe Mode, made no difference.

Thomas

Verizon_Support

No problem thombos617, I'm here to help and get to the bottom of this pecular issue. Do you play music with earbuds? Have you adjusted the Volume Setting during the calls? Have you tried calling using a bluetooth device? Does this happen in every location?

AdaS_VZW

Follow us on Twitter at @VZWSupport

thombos617

Hello, sorry I didn't have time to try earbuds or bluetooth yet. One curious observation was that I'm able to place calls in perfect audioquality using the skype application.

I went to a Verizon store and demonstrated this and they checked out the phone, and then decided to just send out another one......I guess this one is a bad refurbish.

Thanks for attempting to help,

Thomas

thombos617

Hello,

Verizon was so kind and overnighted me a second replacement phone, yay !! This time everything worked perfectly (I started with a fully charged battery from the defective phone), but when the battery ran out a couple of hours ago, now there is a bad surprise.... I cannot charge it with this phone .... When I plug in any of my chargers the phone will just vibrate in 3 or 4 second intervals and every 10 buzzes or so some graphics garbage flashes on the screen for the fraction of a second. I'm now charging the battery in the previous phone (the one that doesn't make calls, but I have to send that back tomorrow), and I'll be able to use the battery during the day in the newest phone, but come the evening, I'll be toast again. Is there a way for Verizon to make sure to send me a phone that works ? Everybody has been nice and supportive so far, but this is getting a little ridiculous now.....

Thomas

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