can't make calls on google pixel

[fxxxc]

Since November, I haven't been able to consistently make phone calls on my pixel. I can connect, but the person on the other end can't hear me and I can't hear them UNLESS I have the speaker on.  At first, restarting the phone solved the problem. Now, it does not. I've gone back and forth with Google help with no solution. They've had me reboot in safe mode, factory reset, and even asked me to take it to a repair store and pay $80 to see if they could fix it. They will not offer any other help, because the 1-year warranty is out.  I still owe $300 on this phone and am getting no where with Google. Anyone else having the same problem with their Pixel?

[vzw_customer_support]

We understand the importance on making sure the person on the receiving end can hear you and you can hear them, fxxxc. When this first happened in November, did your phone do any type of an update? Was the device exposed to any physical or liquid damage?

JoeyM_VZW

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[daveriverszen]

No physical damage at that time ... I don't actually know if an update

had happened then. I did drop my phone a couple of weeks ago without the

cover and the clear plastic on the back cracked.

[rosannem_vzw]

We want to be sure to solve your issue daveriverszen. Just to clarify, are you having the same issue that the original community member was experiencing? Does it work if you have the speaker on? Does it work with a headset? When did you first notice this issue?

RosanneM_VZW

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[daveriverszen]

When it stops working it does not work if I have the speaker on or off.

I have not tried it with a headset. The only way to fix it is to restart

the phone. Started a few weeks ago.

[vzw_customer_support]

The most difficult issue to troubleshoot is a random one, daveriverszen. We understand it’s inconvenient at best to have to restart the device just to be able to maintain sound on a call. Let’s keep working on the details. Do you recall installing any new apps in the last month? Do you notice any pattern when this happens, such as time of day, location, or even what app or apps are running at the time? It would be helpful to know if the headset is an option, so if you get a chance to troubleshoot with that please let us know.

GeorgeS_VZW

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[fxxxc]

Hi.  My pixel worked great from the time I purchased it on 11/07/16 until 11/06/17, when the problems with making phone calls started.  I know for certain it was this day as I was traveling to Atlanta and couldn't make calls when I got there.  I have never dropped the phone and it has never gotten damp. I'm pretty sure there *was* a software update--either the day before or that same day.  It has never worked properly since.  Because the phone is (conveniently for google) out of warranty, they are unwilling to do anything to help me.

[vzw_customer_support]

Fxxxc, I rely on my phone daily, so I know how important it is to ensure your phone is working at all times. Can you verify the software version you are running on the device? For directions on how to view the software on your phone click, http://vz.to/2keKvn0. Can you try removing/reinserting the SIM card on your phone then test calls. For directions click, http://vz.to/2fhe7Rm Keep us updated.

Thank You,

MichelleL_VZW
VZW Support
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[fxxxc]

Michelle:
I've been round and round with Google support on this for the past month. If you're interested, you'll discover MANY OTHERS have had the same problem with their Pixel:

Google Groups

There is nothing that will "fix" it--those who are lucky enough to have the phone break before their warranty runs out can get a new phone.  For those like me, I just paid the remaining $270 on it and bought a Samsung yesterday. I"m done with google and their [removed] pixel and plan to warn everyone I know NOT to buy one.  Thanks for your help.

Profanity removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

[vzw_customer_support]

This is never the experience we want you to have, fxxxc. We can't apologize enough. It should be a smooth and easy process to get the help you need. I am glad to hear that you have a phone you are happy with, but so disappointed in the process to get there. Please let us know if there is anything else we can help with.

RosanneM_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!!

[DANILEE32]

I am also experiencing the issue with the phone app where I cannot hear or be heard. Additionally, I have gone through the steps outlined above (restart, safe mode, delete 3rd party apps, factory reset) with no resolution to the issue. Also, the Google Assistant is not working, nor is the ability to record in video or my notes. Deduction tells me it is something to do with the microphone/speaker. I can hear podcasts when using my Bluetooth headphones, however, this functionality is intermittent.

My phone is just out of warranty by a couple of months and it does sound like there is no effort by Google to issue a fix for these issues. Is my only option to buy a new phone? 

[vzw_customer_support]

DANILEE32, assistance is here as I know how important it is to have a properly working phone. Thank you for all the troubleshooting steps you have taken to resolve this issue. My apologies as we always have to ask, is there any damage to the device? Also, I see it was stated that the device is out of warranty. Do you have insurance on the line? Lastly, when the device is on speaker, does any of the two speakers sound blown out?

NatashaA_VZW
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[DANILEE32]

Hi NatashaA_VZW,

I do not have any additional insurance. The speakers did not sound blown out at all when they used to work. The sound has completely gone out now. Yes, the screen is cracked but that happened a week after I got the phone.

In my 2nd chat session with the Verison support team, it was recommended that I take the phone into a Verizon store to have them look at it for me.  However, when I went into the store the person working there asked me why I brought the phone to them and said he could not do anything for me at all. So he opened up a google support chat on my phone and told me I could sit in a chair in the store while the google support person helped me.

After I spent a long time in chat with Google support, repeating all the trouble support steps I had completed with 2 Verizon support people via chat the final recommendation was to take it into a Verizon store for them to look at it.  - Hillarious.Or they said I could choose to upgrade my phone.

It seems there is nothing else to be done aside from getting a new phone. Since I actually USE the device daily for talking with people on the phone and other functionalities that actually require a microphone or speakers I need to resolve this issue ASAP.

I am terribly disgusted by the horrible customer service I have experienced with Verizon but in order to resolve this issue ASAP, it seems I need to buy another phone from them.

What to do with a Google phone that is not actually a phone and I still owe money on?

[vzw_customer_support]

DANILEE32, 

We can only imagine how frustrating it is to experience this type of trouble on a device you're still paying for. These situations are extremely tough as the damage to the screen alone would have voided any warranty if still in place. Without the option for insurance, the next best thing would be purchasing a new phone. You have the ability to purchase from independent sellers or you can activate http://vz.to/1UJKtyP a previously used phone if you have one. An alternate option would be to check with Google directly for repair options, though they may charge for the service.

ShawnteJ_VZW

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[GLEBRE40]

Wow, I am appalled at the customer service of Verizon.  I am having the same problem as these other folks; my phone is just a few months out of warranty as well and the microphone just stopped working all of sudden.  If you google this issue, there has been documentation on how the microphone's are defective in models made before (March?) 2017.  If this is a known problem, how can the customer service response be "too bad, so sad, should've bought insurance"? I have been a Verizon customer since 1999 and now I am stuck with a phone that I owe hundreds of dollars on and it doesn't even work.  I will have to pay it off ($250) and then go out and buy ANOTHER phone, to the tune of $650 AGAIN, and I find that disgraceful.  I have been a loyal Verizon customer and pay over $300 a month to Verizon and if my phone happens to be defective just a few months out of warranty, that is something that should be fixed no questions asked.  I honestly never contemplated switching carriers, but I am so fuming mad about this, I am going to pursue switching over to another carrier for all of our business, not just my own.  I just think that this is a horrible way to treat loyal customers and you will find that people won't stand for it, they will just leave. 

[vzw_customer_support]

I’m on budgetary restrictions too, GLEBRE40, and I understand where you are coming from . I did find an official response here : https://productforums.google.com/forum/#!topic/phone-by-google/IW_gxTpXX3s

There it is recommended by the manufacturer to contact one of Google’s authorized service partners, also linked within the above response.

DavidH_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!!