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very disappointed with call quality
Brad6821
Member

For the last 4 months I've been trying to figure out why callers need they can't hear me or I've become very quiet.  After having problems again last week I finally realized it isn't me or the coverage, it's the phone.

Here's what I've tried:

Turned HD calling on- made call quality worse so I turned it back off.

Hard reset- no change

Replacement phone - no change

Software update - no change

Replacement SIM card - no change

Everyone I've talked to at Verizon has been extremely polite and they genuinely sound like they want to help.  Unfortunately they don't appear to have the resources or knowledge to fix the problem.  I don't know what will happen tomorrow when I call to tell them the SIM card replacement didn't change anything.

It's anyone else having this problem?

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Re: very disappointed with call quality
Brad6821
Member

Got a phone call today from Verizon Executive Relations.  They are sending me a Samsung Galaxy S5 as a direct replacement for my LG G3 because of the ongoing issue and the apparent lack of a solution from LG.

Just to be clear, I've been frustrated with the device and the "dead end" I thought I was at but everybody I've spoken with at Verizon has done their best to help and now with the end in sight I can honestly say that I'll be a happy customer once again.

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Re: very disappointed with call quality
dilbertaz
Sr. Member

Have you checked the following settings:

If you have access to either a wired or bluetooth headset it would be interesting to try that and see if it helps, if it does that would infer microphone problems, the other thought is that both the previous and current device are potentially from the same "pool" of faulty devices (this text came from androidauthority.com

Potential Solutions –

  • You can go into Settings – Call – Voice enhancement and turn it on or off, and check to the see the difference in call quality in both states.
  • In the same menu, you will also find Privacy Keeper, that you can turn off, and that may help with the issue of distortion and interference.
  • Users who have complained about this issue have mentioned that this may have had to do with a whole batch of faulty devices, and that a replacement device has worked fine, so that may be the best way to go if this is major problem.
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Re: very disappointed with call quality
Brad6821
Member

It works fine with wired headsets and Bluetooth.  I've tried all the settings and nothing helps.  I really feel like the noise cancelling feature is terrible.

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Re: very disappointed with call quality
Brad6821
Member

No luck with Verizon. Basically they told me they can send an infinite number of LG G3s or I can pay $375 to buy out my edge contract.  It's a known manufacturing issue and LG's problem.

I'm off to Sprint and T-Mobile to see what THEY can do.

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Re: very disappointed with call quality
vzw_customer_support
Customer Support
Your loyalty is very important to us and we wouldn't want you to leave. It is our goal to provide you with working devices at all times. Since the LG G3 is the phone that was purchased, it is the only phone it can be replaced with unless you're eligible to Edge up. How is the rest of the services with the phone working as far as calls/text/data?

SheritaH_VZW
Follow us on Twitter @VZWSupport
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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Re: very disappointed with call quality
Snn5
Sr. Leader

Better to pay off the phone, then sell it for a little loss than to trade it in for complete loss on a contract buyout from another carrier.

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Re: very disappointed with call quality
Brad6821
Member

Data:  On the 4G LTE network it works wonderfully fast.  I don't have any complaints about the data.

Text:  Again, no complaints.

Calls:  Works well..... until the callers can't hear me.  This is easily duplicated in a quiet room by rotating the phone up until the mic end is horizontal with your ear.  The noise cancelling will mute the user.  This is not the only time it happens, it's just the quickest way to reproduce what is happening to the callers.

The only fix I have found is to completely obstruct the secondary mic effectively disabling the noise cancellation capability.

Is that honestly what a $600.00 electronic device needs to operate correctly? a piece of gum on the top?

Shame on you LG and shame on you Verizon.

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Re: very disappointed with call quality
Brad6821
Member

Interesting thought.  I'll have to look into that.

The tech service rep tried his hardest to send me a Samsung as a replacement but couldn't do it.  I have an email from him stating this a known issue with the manufacturer and I've forwarded that to the CEO's office.  I'll update if I get an answer.

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Re: very disappointed with call quality
Snn5
Sr. Leader

Take it from some of us who have had 5+ replacements, all the same phone:  Verizon will never replace with a different model and will only allow Early Edge (trade your phone for a Turbo and another 2 years) at best.  The only options are the previous, buy full price, buy a used device elsewhere.  Still, you can sell your phone to cover those costs as well.

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Re: very disappointed with call quality
Brad6821
Member

I mistakenly thought Verizon would/could honor the quality of their devices.

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