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Garbled and Breaking Up Calls

JOYADK98
Enthusiast - Level 2

For the last 2 weeks, I have been pretty much unable to use my phone for making phone calls.  It makes no difference where I am, how many bars I have, call to a cell phone or landline, etc.  It does it at home and away.  I was on vacation last week 400 miles away and still the same problem.  People say that the calls breaks up and cuts out and that I sometimes sound very "robotic." 


Any ideas, suggestions would be greatly appreciated.  I do have an older Samsung phone - Samsung Galaxy J3.


Thanks.

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21 Replies
JOYADK98
Enthusiast - Level 2

Edited to correct - this has been going on for 3 weeks - not 2.

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vzw_customer_support
Customer Service Rep

Hello, JOYADK98. You can find many of the more common solutions to this issue here: https://www.verizonwireless.com/support/samsung-galaxy-j3-v-troubleshooting/#/main/device/&SMJ320VZK... . If you sign in, it will keep track of any steps taken on your account.

 

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JOYADK98
Enthusiast - Level 2

I get an error message when I click on the link.

On Sat, Nov 3, 2018 at 6:26 PM vzw_customer_support <

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Ann154
Community Leader
Community Leader

JOYADK98 wrote:

I get an error message when I click on the link.

On Sat, Nov 3, 2018 at 6:26 PM vzw_customer_support <

Did you click on the link from the email notification of the post in the community forum? If so, you need to click on the link from the community website instead.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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JOYADK98
Enthusiast - Level 2

yes, i was able to go to the page indicated, but it was not helpful as it

does not address the issue that i am having.

vzw_customer_support
Customer Service Rep

JOYADK98, making sure you have a reliable working device is vital. We want to thank you for taking the time to review the troubleshooting link we have provided. Let’s continue to work towards a resolution. Can you please let us know if there is any physical or liquid damage to your device https://vz.to/2KtpCEU? Also, you have mentioned that the calling concern started around 3 weeks ago, has anything changed on your device around that same time (software update, new apps)? Furthermore, how does the audio sound when you record a video on your device https://vz.to/2QmmHgP?

 

Sylvia_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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JOYADK98
Enthusiast - Level 2

There has been no damage of any kind to my phone. As far as I know, there

have been on updates. I do not record videos, so I do not know anything

about that.

On Mon, Nov 5, 2018 at 6:12 PM vzw_customer_support <

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pamelaf_vzw
Verizon Employee

Hi JOYADK98,

We definitely want your calls to be crystal clear. Thanks for checking for the damage. The additional details regarding the software update and videos was helpful as well. Let's ensure that this issue is resolved. I have sent you a direct message, please review and respond to this message.

Thanks,

PamelaF_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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pluggedin
Newbie

My wife has an iphone 5 and I have an iphone SE. Earlier this year she began have voice call connection/audio problems when she called or was called from our home. Could not hear or be heard after many call attempts; sometimes shouting worked.  It works fine when using Facetime but not for an ordinary voice call and seems to be working fine when about town, not at home. Mine has not had problems. We are both on the same Verizon plan. We live in a suburban major metro area but long ago I  had connection problems with Sprint and we changed to Verizon. There is no damage or other  physical  issues we are aware of and we have the latest IOS loaded for this device. I think it might be her's is a little bit older and may not connect well with current transmission protocols in our residential area, especially if the signal is not as strong as in other areas of the community

Whatever it is, we need to get it fixed.

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vzw_customer_support
Customer Service Rep

Thanks for reaching out, we certainly want your wife to have excellent service. I am confident we can get this fixed, we will need to access your account. I have sent you a Private Message to continue. 

RosanneM_VZW

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JOYADK98
Enthusiast - Level 2

No, this did not solve my problem or help.  My problem is not listed in the FAQs

karenconners
Newbie

I hear you I have Verizon and internet

I still have the same problem . Incoming calls are clear . Outgoing calls are static and broken up I called Verizon many times to no avail. They did nothing.

 

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Skizzie1
Enthusiast - Level 1

I have the exact same problems and the exact same phone as you. I live in Maryland and I literally have tried running around inside my house and outside my yard to get any of my outgoing calls to not be garbled, with no luck. I have done all the “recommended” things in this post and I am ready to throw this phone in the trash OR GET RID OF VERIZON WIRELESS! I had boost mobile before and never had the problems I have with Verizon. I hope that you get an answer that works so I can figure out my issues too. Good luck. 🤞

vzw_customer_support
Customer Service Rep

Skizzie1, 

We don't want this to be an ongoing issue. You mentioned that you're primarily having this issue inside your residence. Is that correct? How's service when you leave your home? Do you have access to Wi-Fi at your home? 

 

LasinaJ_VZW

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PurkeyKnex
Newbie

I am having the exact same issue.  I have a Samsung Note 9.  My software is up-to-date, and I have reviewed and followed all of the previous troubleshooting directions that have been previously posted in this thread.  I have been having this issues for the past 3 weeks.  

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vzw_customer_support
Customer Service Rep

PurkeyKnex, this is not the experience we want for you. To confirm, does the problem persist with all calls or only outgoing calls? Everywhere, or in a specific area? Are other services affected (text messages/data)? Does your device have any physical or liquid damage? 

 

ChakiaH_VZW

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Tlogan5
Enthusiast - Level 1

I am having the same issue and need help in getting this fixed as I am using my phone mainly for work. Please help

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Prpnyc1
Newbie

I'm having the same issue, I reached out to the tech coach we tried everything, even took out my sim card. Last tech said I sounded better with the case off, I've had this case since I got the phone and have never had an issue just these past two weeks. I'm not going to keep my case off it protects my phone! I use it for work and it always sounds like the call is robotic and breaking up. No water damage, no cracked screen, I've never dropped my phone! I need help, I can't work like this and it's passing off my boss.

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vzw_customer_support
Customer Service Rep

@prpnyc, since your line is directly connected to your boss, we need to move with urgency and make sure you are supplied with a strong connection. What model phone do you have? Does the issue happen at one or all locations? Are the calling issues particular to indoor or outdoor coverage? Does travelling 10-15 miles helps improve your audio quality? 

 

Akane_VZW

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Billdrits
Enthusiast - Level 2

I have been having the same problem with my Galaxy J3 Mission.  My phone calls have been crystal clear inside my house for 3 years. A few weeks ago calls started to become garbled intermittently. Occasionally the other caller drops on my end, but the person on the other end says they could hear me (I could not hear them). It doesn't seem to matter where I am in the house. My text messages are fine, although I sometimes receive duplicates.  I have not dropped or damaged my phone.  Zip 33461

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