One number calls me and I can hear them but they cannot hear me. All other calls are fine.

[jeff89pa]

Over the last two weeks when I receive a call from one number, which is also a contact of mine, I can hear them but they cannot hear me. 

If I place a call to that same number there is no issue, I can hear them and they can hear me.

We have both rebooted our phones and removed each other as contacts but neither has provided a solution to this.

I am on a Moto Z3 and the person who calls me is on a Samsung Galaxy S10e.

This issue seems to only present itself on incoming calls from this specific number to my number.

Any suggestions would be appreciated.

Thanks in advance!

[vzw_customer_support]

We want to ensure we are able to provide you the best service, let's troubleshot the device and the area. Please send us a Private Note. 

[Broominator]

I have this exact same problem- I have a Moto Z4 and my son has a Galaxy S10E.  If I call him, we can both hear each other, but if he calls me, I can hear him, but he can't hear me.

[vzw_customer_support]

Broominator, We always want our customers to have the reliable device they need. To see that you’re having issues is troubling. Let’s check out what’s going on and see how we can help. 

Have there been any recent updates to your device (software related)? Is this happening intermittently or consistently?  

-Nicci

[nlm82]

I am also having this issue with my Moto z3, but with two specific callers, both of which are using Samsung phones (models unknown).  Like the others reporting the issue, if I make an outbound call, they can hear me fine, but they can't hear me if I pick up an incoming call.

[vzw_customer_support]

We'll be more than happy to troubleshoot your calling issues. When did this start? Have you powered off and on your device since this issue began? 

-Corey

[jeff89pa]

VZW Customer Support - please see the solution on this thread and add it to your knowledge base.

Thank you.

[vzw_customer_support]

Hello, jeff89pa. We are glad to see that your issue was resolved with the previous troubleshooting step since calls are of the utmost importance. Are all your calls working properly now? ~Pamela

[jeff89pa]

All incoming and outgoing calls are working as expected. Thank you!

[vzw_customer_support]

We are glad to hear all is working as expected.

Please DM us if any help is needed. 

[dscondie]

I cannot find Advanced Calling on my Motorola Moto E 2020

[vzw_customer_support]

dscondie, did you purchase your Moto E 2020 through us?

When this one contact calls you does this audio issue happen in one location or anywhere?

- Alan

[dscondie]

Hi Alan.  I did not purchase through Verizon, I purchased from Motorola.com.  I've had this phone since June 2021 and only recently started having this problem (within last month).

The phone # a phone on my account.  She just recently upgraded to an iPhone 13 through Verizon and the problem only has happened since her upgrade.

I have only experienced this issue in one location as she has not called me at other locations.  I can try different locations over the weekend.

Sincerely,

David

[vzw_customer_support]

dscondie I appreciate the details. We need to determine if the problem is your device or the other phone. To clarify, one specific number calls, and they can't hear you; this is only happening within a particular area, correct?

-Evelyn

[dscondie]

One particular #, to my phone in multiple locations.

This is the only # that I and her are having issues with.

It is only when she calls me. When I call her, she can her me.

Again, I'm on a Motoroloto E (2020) and she's on an iPhone 13

[vzw_customer_support]

Thanks for confirming, dscondie. I would like to investigate further and work toward a solution. Please check your private messages to continue. Thanks!

-Tracy

[dscondie]

Restarted he phone, reset networks and same thing happens: I hear her, she cannot hear me when she calls me.  After about 20 seconds, call drops and says call failed.

[dscondie]

Verizon, any more help you can give?

[vzw_customer_support]

dscondie, 

Thank you for all the details. It sounds like it may be an issue on that line. Can you tell me if that is a landline or cell phone? Is it a Verizon number?

-Jenelle

[dscondie]

It is a cell phone.  It is a Verizon account.  It is my wife's iPhone 13 on my account.

[vzw_customer_support]

Thank you for your reply. I can understand how this is frustrating for you both. Does she have trouble with anyone else? Does it matter if she is in a specific location or on speaker phone?

-Jenelle