Calls cut out on S21 Ultra after June 2022 Update

[eastloon1]

I've been having issues with my phone calls ever since I updated to the latest S21 Ultra security patch on Verizon a few days ago.

The update was SP1A.210812.016.G998USQU5CVF1

The person on the other end of the call ends up cutting out for a good 5 seconds and I can't hear them. Then they come back, and they cut out again, so it repeats. My service has not changed and I have 5G coverage in my house.

I tried most troubleshooting steps with no luck (restarted phone, reseated SIM card, safe mode, cleared caches)

Not sure if others on here have had this issue, but I've seen a few forum posts on Samsung's website about the problem and it doesn't seem to be just me.

[Bw523]

I'm also having this same issue after the recent software update. My phone shows 5G signal, but still have "network connection " issues. The issues seem to be sporadic. My spouse called me yesterday,  but on my end I had no missed call or notification.  Hopefully Verizon does something soon to correct this issues. Since obviously it is a known issue amongst many of their customers. 

[TD007]

I have this exact same problem with my S21 Ultra...waiting for a Verizon update to fix this cutting out issue ☹️

[vzw_customer_support]

TD007, we always want you to have a stable connection, so we're right here to help. Do you find that this happens in just one location or everywhere you go? Are you having any problems with texts or data? -Alicia

[TD007]

Thank you Alicia for responding... no text or data issues, strictly phone calls cutting out on both sides. Does not matter if phone is off/on wifi, happens everywhere since the last update on June 29th. We're currently on vacation and it still cuts out constantly. It's also the same problem on my parent's phones and they have the S21 . Another family member has the S21 Ultra 5G, same problem since the update. Waiting for an update to fix this issue please.

[vzw_customer_support]

Thank you for sharing those details, TD007. To look into this issue, further, I'd like to also review the line features provisioned on your account. I've sent you a Private Note. Please respond there, so we can continue.

*Gabriel

[onewhoflew]

This has been going for 2 weeks now.  I've got field pm's trying to build buildings all over New England and they can't complete a phone call.  I made several posts on Samsung's forum and they have all been deleted.  So now Samsung is censoring their posts to keep this problem under wraps.  Verizon please help us this has gone on long enough and now Samsung is refusing to even acknowledge the issue!  

[vzw_customer_support]

onewhoflew Thank you for reaching out here on this platform. I'm sorry to learn you are having issues with calls. Are you a current customer? What is the software you just updated to?  Is this happening at a specific location (indoors/outdoors)? What city and state? -Dolores

[onewhoflew]

Yes, I'm a current business customer and manage the account with over 20 lines.  I am in Central Massachusetts and have construction managers all over New England currently experiencing this issue.  My S21 Ultra is currently at update G998USQU5CVF1.  This is happening indoors and outdoors.  With Wifi calling on and leaving my phone in a certain location indoors while on a bluetooth headset I can maintain a short call.  When it is on Verizon only for the voice with 4 bars of 5G I cannot maintain a proper call.  The voice continues to cut out.  

[vzw_customer_support]

Good morning, onewhoflew. Please be assured that we want to help you as much as possible. It is necessary to access your business account to check the settings and make sure that everything is set up correctly for optimal performance. 

Business accounts can only be accessed by a specialty team, and we do not have any access via this channel. Please call 800-922-0204 and enter your business account phone number, and the call will be automatically routed to a team that can access your account and assists you further (they do not have a Social Media team, and they cannot assist you via this channel). Their hours of operations are Mon-Fri 8:00 AM - 8:00 PM and 8:00 AM to 6:00 PM on Saturdays MT and ET. I am confident that they will be able to access your account and resolve your concerns. 

-Antonio

[bunkerdnoi]

Experiencing same issue with calls cutting out since latest S21 Ultra security patch from June 29th.

[onewhoflew]

Experiencing the same issues here as well.  Unfortunately these are business lines and my field guys can't complete a conversation to get their jobs done.  How is this issue not fixed yet???  Verizon S21 Ultra here.  

There are a bunch of reports on the Samsung forums of the latest update causing these issues.  The only solution I've seen is to turn off 5G and 4G go back to the early 2000's and enable 3G as your network.  This obviously impacts your data side of things! 

[vzw_customer_support]

As a valued customer, your service and device concerns are our concerns too. While we appreciate that you've reached out to our Community Forum, we can and will work with you to provide troubleshooting assistance at your convenience.

Noting that you are a Verizon business customer, we can provide immediate troubleshooting assistance by calling our Business Team at 800-922-0204.

Verizon takes protecting our customers personal and account information very seriously. We know we can help, and we'll look forward to your call. 

Thanks!

-Robert C.

[Slyman5000]

I just got notification from the city I live in that 3g will be terminated in 2 months. This issue needs to be fixed!

[vzw_customer_support]

We definitely will work to make sure you can stay connected to the proper network through the 3G Retirement transition as LTE and now 5G should offer a consistent connection with voice services as well. I can help troubleshoot. What exactly has been happening with your connection in the area?  

-Yale

[eastloon1]

Thanks all for the replies. It legitimately sounds like a software bug and I'm hoping either Samsung or Verizon would acknowledge the problem. It's troubling that a $1200 phone is having this issue.

[vzw_customer_support]

Hello. You have my attention. Your calls should not be cutting out. I would love to help more. Is there a certain place when it cuts out? Do you have th latest software? Please tell me more. -Amber

[Wholeycow11]

Here is what I got from the same issue discussing this with a Samsung agent online.  It still does not fix the issue they are having.  I just thought I would share this with you.  Have a great day!!!

Kindly follow these steps.:
1. Do a quick restart
To fix the microphone problem in your Android, try this simple trick first up! If you haven’t restarted
your phone in a long time, now is as good a time as any. Restarting your smartphone clears any
open apps, and can possibly be a quick fix to your problem.
Turn off your phone and wait for about 10-30 seconds before turning it on again. The process will
refresh your system. Check to see if the problem is solved.
fix-microphone-problem-on-android-quick-restart
Restarting your Android phone can fix microphone problems
2. Clean your microphone with a pin
This mic fix on your Android phone is simple, yet it’s super helpful. Your phone accumulates dirt from
using it for extended periods of time.
Mobile phones are vulnerable to dust or small debris, and can get into the small openings of your
phone. You might not know it, but tiny fabric pieces can get stuck, especially if you’re always carrying
it in your pocket.
fix mic problem with pin
Gently poking and cleaning the mic on your Android phone might fix the problem
Your mic is a small hole beside the USB connector. You can either blow at it directly or get a small
pin or a thin needle and carefully poke the hole to remove any dirt inside.
3. Disable the noise suppression
Some Android phone releases come with a cool feature called noise suppression/noise reduction. It
reduces the background noise when you are on a call or recording a video.
However, this can be a cause of why your microphone is acting up.
Go to Settings.
Select Call Settings.
Look for the Noise Reduction option and disable it.
Restart your phone and check if the problem is solved.
Related:
Best USB C Headphones that You Can Get on Amazon
The 6 Best High-End Headphones For Audiophiles In 2020
4. Remove third-party apps
Some applications can cause your phone to malfunction. They can sometimes interfere with your
phone and users might experience minor anomalies. and this might be the root cause of the
microphone problem in your Android.
Run your phone in safe mode to disable all third-party apps temporarily. Try a test call or use the
recorder to check the microphone.
If it is working fine, then the culprit is within your apps. You can check the apps that are using the
microphone by going to Settings -> Apps -> App permissions -> Microphone permissions.
fix-microphone-problem-on-android-remove-third-party-apps
Check apps that use the microphone
You can try checking each app one by one, but that can take time. If you want a quick fix, you can
back-up your phone to retain all vital information and do a factory reset.
Related: Award-Winning Android SMS Backup and Restore Software for You
5. Use one microphone at a time
fix-microphone-problem-on-android-use-one-mic-at-a-time
Use one mic at a time
You might not notice it, but you might have connected your phone to a Bluetooth device that has its
own mic. Be sure to disconnect your phone from other devices and do a quick restart.
Related: 9 Best Bluetooth Headsets on Amazon
6. Force stop Bixby Voice
Are you a Samsung Galaxy S9 user who is experiencing the same problem? It could be because of
the Bixby Voice.
Open your phone’s settings and tap Apps. From there, select Bixby Voice, choose Force Stop and
check if the problem is solved.
7. Install Phone Doctor Plus app
fix-microphone-problem-on-android-Doctor-Plus
Phone Doctor Plus app
Phone Doctor Plus has a toolkit that will let you test your earphones and microphone. It is
multi-patent, and it has real system information, functions, and can check about 30 smartphone
hardware items.
Google Play button
8. Get it Repaired
Get it fixed, which is one of the last options for fixing the microphone problem on Android. If your
microphone is broken or malfunctioning, you should have it serviced at a service center.
You can call the customer service hotline to get additional information about the phone. If your phone
is still under warranty, you won’t have to pay anything.
If your phone has passed its warranty time, you will be responsible for the repair costs or the
microphone.
6:07 PM
this all happened on the software update on July 6th g998usqu5cvf1
6:07 PM
SEA Digital Messaging
If basic troubleshooting doesnt work. Kindly see this link to locate the nearest service center on your
location and a specialist will be able to help you with your concern:
https://www.samsung.com/us/support/service/locations/

[eastloon1]

Yikes, Samsung's response is pretty baffling. I can tell it's definitely not just me at this point.

[vzw_customer_support]

We know it's important to be able to utilize calls on your device. We are here to help. Please send us a Private Messages, eastloon1. 

*Rebecca

[vzw_customer_support]

Thank you for meeting us in Private Message. We want to get to the bottom of the issues with calling. For us to better assist, please verify your account. By connecting with us, you grant us permission to review your services so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note, the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:https://www.verizonwireless.com/campaign/smauth

*Rebecca