Poor call quality with the Charge

[Redfish542]

I recently purchased a Droid Charge, and I'm experiencing poor call quality.  Approximately 3 out of 5 calls have this odd feedback, like a high pitched scratching noise when the person I've contacted begins speaking.  I live in the Atlanta area, and my wife (who has a Charge) is having the same problem.  We have the basic "plastic gel" covers for the phone, and I've removed this in hopes of solving the issue.  I've researched this issue, and I have not seen anyone have this problem.

Sometimes an odd icon appears when I make a call that looks like a scratch or a lightning bolt; this appears in the left-hand corner of the phone.  Usually when this icon appears, I have the audible feedback issue (I've had the phone for 5 days).  I love this phone, and have not experienced any other issues at this point, so I'm pretty disappointed that the basic function of calling is poor and inconsistent.  Any advice or help would be greatly appreciated.

Thanks.

[ArnettH_VZW]

Hello Redfish542,

May I have you verify that wi-fi and bluetooth is turned off on the device? Sometimes these technologies can effect the call quality. How many bars of signal do you have before and during the call? Is there a fluctuation between the to phones status? Another troubleshooting step you can try is to turn the volume down to medium & retest. If it's possible to post a picture of the icon that appears, that would be a great help.

Thank you...

[Redfish542]

Arnett, my wi-fi and bluetooth settings have been set to "off".  Signal strength did not determine if I received this "scratchy echo" feedback; it occurred with solid and weak signal strength.  I can try and post a pic, but it will be hard to do.  The icon flashes above the "dialpad" button in the left-hand corner once a call is made, and it is there for a brief second.

I spoke with Verizon tech support over the phone last Friday, and they asked me to remove the battery, and re-insert the battery.  I did this for my wife's phone.  Also, tech support could not identify this "scratch" icon on the phone; I hoped all icons and notifications would be stored on some document at Verizon.

I removed both "plastic" protective cases from our phones, and it appears this has solved the problem.  I don't believe the battery reset had anything to do with the resolution, because I did not reset my battery, only my wife's battery.  Once I removed the cases from the phones, I (we) had no issues with call quality.  I don't think this problem is resolved completely at this point, because I'd like to get some additional feedback from Verizon regarding phone cases and call quality; I want to know if this is the issue (it seems just like the iPhone issues regarding cases/covering the antennae).

I'm not sure if "Dekay" also has a case, but it appears he is having the exact same issue.  I suggest removing your phone case (if you have one), and test phone calls for a few days.

Arnett, please let me know if you have any feedback regarding this issue.  I appreciate the help.

[ballanda]

This worked for me.  I set it to EVRC-B Feel free to try...

There are 3 types of Vocoders (Voice Encoders/Decoders) on the Verizon network:

• 13k
• EVRC
• EVRC-B

"13k" is the oldest vocoder. It takes up the most VZW bandwidth, and may also consume more battery during a call. It is basically an uncompressed encoder, but may be prone to more noise, since it has the least amount of signal processing. Note: If there is a battery penalty, it won't affect you when you are not in a call.

"EVRC" does data compression, and uses variable bitrates to get more efficient use of VZW bandwidth. This is the default setting on your SamChg.

"EVRC-B" is a more modern vocoder that uses variable bitrates more intelligently, along with other signal enhancements to improve quality. Low-level noise should also be reduced with EVRC-B.

EVRC is the default, because the whole Verizon network supports it. It is the "safe bet". However, EVRC-B was implemented on the Verizon network years ago, and should be available almost everywhere by now.

Note: I am not responsible if you brick your phone. Do this at your own risk.

Note: The menu selections below may occur very slowly (They are on my phone). Be sure you see the selections change before going to the next step.

If you want to change your vocoder to EVRC-B (or, to 13k), follow these steps:

1. On your phone dialpad, dial: **772. You should see a box pop-up for "Enter SPC"
2. For the SPC, enter "000000"
3. You will now be in the "TerminalMode Service Menu", with buttons on the bottom for controlling the menu selections. You should see "View", "Edit", and "Done". If not, keep pressing the "down" button slowly, and wait for the screen to update.
4. Press the "down" button until the asterisk is next to the "Edit" selection.
5. Press the "Enter" button
6. Press the "down" button until you see "VOCODER" (This was 11 button presses on my phone). You should see "EVRC" as the selection.
7. Press the "right" button until you see "EVRC-B" or "13k" (whichever you want to select)
8. Press "Enter" to save your selection.
9. Press "OK" to exit the TerminalMode Service Menu screen.

Your phone may reboot at this time. If not, you should probably reboot anyways.

To make sure your EVRC-B/13k selection was properly saved after rebooting, you may want to re-enter the **772 Service Menu and select "View" to check your VOCODER setting.

[jeff351s]

good point about the case. I didnt have any signal problems until I put the case on it. Mine is the semi-clear case with a textured diamond pattern inside the back of the case. Removed it, testing it now....

[HoustonHeart]

If any thign I have far better clarity compared to the Droid 2 global (will miss the keyboard) and the Droid X2 trial (dual core? lol stripped down cores made dual slowign game play more like it).

The droid global had to deep of voices makign hard to hear people. X2 had a tiney sound and popping all the time with low volume threshhold. THe charge sits in the middle and I cn finally hear peopel clearly. Could be local interfernce or somethig nfaulty in the phone itself. When I have the GPS on at the same time no cahnge, wifi, no change.

Now my first charge was bad. It didnt charge up, it would drain in 3 hours. The replacement is going strong.

PS they need to give a longer charger cord to the adaptor.

[Dekay]

I too have poor call quality.  I used to think it was my location, or calls between my girlfriend and I.  But I found that this was not the case.  Here is what the initial problem was:  When at home with 2-bar signal strength, I would call my girlfriend and all she could here was static from me, all I could here was squelching and echoes from her.  This would happen nearly every call with her, but calls with other people would be okay.  

Then I get a call from my sons aunt, in another area about a half hour northeast of my home, same deal:  she couldn't hear me due to static, although I could hear her fine.  

Again, on Friday June3, 2011 I was attending a minor league baseball game a little over an hour from home.  This time I had 4 full bars of signal strength and it happens again.  A person that has never called me before.  I hear sqeulching and echoes when the person talks, they hear static on their end.

Another problem is that my USB tethering doesn't work.  AND, before anyone goes off ranting about the mobile hotspot NOT working: I already know this.  Even when the mobile hotspot feature is/was working properly the USB tethering does not work.

My Windows 7 (64-bit) HP laptop tells me that the correct drivers for the device are not installed, which I cannot seem to find no matter what I do- so the USB tethering is inoperable.

I took the phone back to the Verizon retailer I bought it from and they ordered me a new one, which I haven't gotten yet.  In the mean time I took it to a Verizon "corporate" store with a "tech support" in the store.  Great work there (sarcastically).  One gentleman tells me that NO Droid Charge has mobile hotspot capability and that they are working on it......... Yeah- I can read blogs too my friend- I already knew this.  Another gentleman dials *228 to update the roaming and/or cell tower functions, then dials #832 (I think) to make a test call, then calls me from his own phone.  When no problems occur he tells me to take the battery out of the phone and put it back in- this will update the cell tower functionality as dialing *228 would do.  ALL THINGS I HAVE PREVIOUSLY TRIED ON MY OWN.  I don't need a service person that runs through a prepared list because they have no idea what they are doing, I get that every time I call tech support for ANYTHING else and get routed to another country.  I want a person that knows what they are doing, whether or not the phone is fixable.

I understand that new technology has glitches- look at operating systems from tinyplush (obvioulsy I can't type their real name)???? Yes, I want answers to my problems like anyone else, but I understand if they don't come 2 seconds after I ask them.  I just want a solution, not someone who runs through a set of predetermined operations because corporate said so, and in the end I still have the same problem.

P.S.- I wrote to Samsung Live Tech Support as well and got the same thing:  a predetermined set of instructions I ALREADY tried on my own, and then a message pops up about mobile hotspot and USB tethering being free for a limited time and yadda yadda yadda.  It isn't just Verizon drones- no one knows what to do beyond following the steps I have already taken.

[#8 · Accepted solution]

Good Morning!

Thanks to the community for contributing on this one!  I'm glad to hear this has been fixed for many by just removing the protective case.

I researched and found no related issue reported on this. Of course, this is something we take seriously and will continue to look into this.

Removing the case is the natural first step in getting this corrected.  Was this a case purchased from Verizon Wireless directly or an outside source?  I can see potential issues if it hasn't been certified by Samsung or Verizon Wireless.  

Any and all other troubleshooting steps are recommended by the manufacture to resolve a concern. Since a lot of great troubleshooting as been completed, I suggest a factory data reset.  Go to Menu>Settings>Privacy>Factory Data Reset>Reset Phone>Erase Everything.   Please ensure your contacts, calendar and other information is backed up before the reset. This will remove all data except the SD card.

[Redfish542]

Yes, this case was purchased at a Verizon Wireless store (I believe these cases are sold in every verizon store).  As mentioned above, this is the shiny, diamond-design silicone case; not the soft "rubbery" silicon case.  This case is almost more of a plastic case that snaps tightly to your phone.  I'm glad to hear someone had the same issue, I do think these call issues are related to this particular case.

I replaced the silicone "diamond-plastic" case with the soft "rubbery" silicone case (which I also bought at verizon).  This case does not appear to affect call quality like the previous case.  Again, the softer silicone case does not effect my call quality like the previous "plastic" silicone case.

I hope Verizon looks into this issue.  I've called customer support to let them know, and I informed the associates at my local Verizon store about this issue.

Thanks.

[havinfun37]

Same issues, same phone, same case.... I have had tech support walk me through a soft reset, and another by a store associate... I am already on my replacement phone... same issues, every call! ready to take it back for another till I stumbled onto this topic... I will remove the case and try my luck there... I will let you know if it worked at all, it has been a long 3 weeks with this phone

[havinfun37]

Guess what! took off the case, went outside with 4g coverage... and within 5-7min, same issue... caller hears 3-5 clicks and can no longer hear me on the other end, I can hear the person I called just fine...  This issue needs to be resolved, it has not been solved

[DC5_K20Z1]

This is bull!!! VERIZON!!!! We need to have functioning PHONES!! It is great that my Charge and my Wife's Charge can browse the internet and read email...but we can not stay connected to a phone call to eachother for more than 20 seconds to three minutes, as after that we are not able to hear one another at all in any way and we are forced to end the call and then call one another back, and then the same issue occurs! Lots of people here in Arizona with Droid Charges are having this same issue!! Someone from Verizon...PLEASEEEEE HELP US! Can't anyone please confirm this, so we know we are not going crazy and that it might not be our phones that are broken, but perhaps the 4g towers are causing these issues? We should be credited for all the dropped phone calls or lack of premium call quality, as we all have to pay a premium every month to you!

[trparky]

I agree, I have had this problem too.  I have a ticket open for this issue with Verizon Wireless and have been very vocal about these issues that all of us have been having with this phone.

[LenaA_VZW]

Hello all,

Thank you everyone for sharing your concerns and experience with the Droid Charge. I understand that this is a frustrating issue with the poor quality of the calls. This issue has been reported to Samsung and our product team, and we are working on a software fix for this issue. I do not have an exact date on the update, but it is expected to be included with the Gingerbread release for this device. 

Thank you, 

[jrcstudios]

I returned my Charge a few days after buying it and had a HELL of a time "downgrading" to 3G from 4G due to a system glitch. I had NO phone, not even my original old phone, for two days!! and also 2 hours in the store, and about 3 hours total on the tech support line the next day.

The reason I returned it was for this poor quality of sound. My best description of it was it sounded like there was sand in the speaker. The Droid X2 has MUCH better sound, and if my opinion matters, it feels like a more durable product. That's the difference in Samsung and Motorolla, I guess.. The only main features lost are ones I won't use anyway, and the 4G.

Taking off the case made it slightly better, but not enough. I saw no icon for reducing noise, but this was not a backgraound noise issue, but a physical caracteristic of the earpiece (I have a degree in audio engineering, FYI)

The store return receipt said in its reason for return "Wanted Less Features"

I am not happy about that, I wish she would have put the truth, which was "Wanted Higher Quality"

[WCMack]

Dear jrcstudios,

Good luck with the X2. I had one briefly before getting the Charge and I agree with your observations about quality. I too did not need some of the features on the Charge, and I don't have 4G in my area. The killer of the X2 for me was the glitchy music player on the phone. I use it as my main music player in the car and on the motorcycle, and the X2's player would stutter and skip for no reason, but would always do so every time you touched the screen.

[mcmerrill]

Well, not solved completely, I have what sounds like the exact same problem. but I do not have any cover on my phone. I get a constant feed back of my own voice when speaking. Any other ideas? I will be taking the phone back to verizon store this weekend, but if there are any normal settings I can make I would like to know. Otherwise I love the phone, but it's primary function should operate perfectly.

[DbG2514]

@Dekay

The Charge is only Mobile Hotspot Capable, it isn't Mobile Broadband Connect Capable, meaning you can only use the phone as a mobile hotspot, you can't use a USB plug and tether with this phone. That is why it isn't working for you.

Updated, actually the Charge is Mobile Broadband connect capable so you should be able to tether, try to download VzAccess Manager and see if that works with the tethering. Also, make sure that you add the mobile hotspot feature that is $20 per month for 2GB of data usage, if you do not have this feature, mobile hotspot or tethering will not work.

[AMART]

The icon issue has not been addressed as of yet.  It is the "Reduce background noise" and can be enabled/disabled by pressing the menu button during a call.

[ccover]

I have the same problem with poor quality calls and horrible static noises and I don't have a protective case...

[bebbia]

I know this is considered to be a 'solved' concern, but I am still bewildered by this problem. I've had my Samsung Charge for 16 days (go figure!) - today it cut out my voice transmission in the middle of a call replacing it with loud static (per those poor recipients on the other end of the conversation). I struggled with it half the day before having the presence of mind to remove and reinstall battery. Saved the day, but I don't want to have a repeat of this kind of frustration, especially when a client is on the line.

So, I do have a case on the phone - which I love as much, no perhaps more, than the phone itself. There have been absolutely no problems with the case and phone combo until today's fiasco. What I want to know is what sources of interference can cause this problem. If the case is implicated, how on earth would it interfere with the phone's voice transmission? What else could prompt it? Space Aliens? Garage door openers? Since this appears to be a problem for others, will Samsung/Verizon fix it?

I hope it never happens again. To me, failure of the most basic service - phone communication - is a fatal flaw. I will be demanding warranty service/replacement if this problem repeats itself.