Noble1

[1gambler]

Having a problem with samsung galaxy s5. Can receive calls but can't hear or be heard unless on speaker. Same problem with voice mail. Ear phones seem to work. Would appreciate any help.

[vzw_customer_support]

The Galaxy S5 is one of my favorite smartphones Noble1. We definitely want you to be able to enjoy the sound quality on the S5 when you need to. When did the issue start happening? What changes, if any, was done on the S5 that may have contributed to this issue? Can we assume that there isn't any physical/liquid damage on the device?

ArnettH_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!!

[1gambler]

I am not aware of any changes being made. I first noticed it about a week ago. Phone has not been dropped or wet. Outside of this problem it's in excellent condition. I've tried pulling battery and card, cleaning mic, headphone, charge holes. Soft reboot so files weren't lost. Checked Bluetooth is off and numerous other things. Took to verizon store who said it's probably a bad top speaker.

Sent from my Verizon Wireless 4G LTE smartphone

[vzw_customer_support]

I'm impressed. You have done quite a bit of troubleshooting 1gambler. Let's take it a step further. Exactly how did you clean the mic and other components ? We want to ensure that there wasn't any unauthorized process done. Also, do you have your info backed up? If so then a factory reset would need to be done on the device and retest the audio before proceeding. http://spr.ly/6587BwOjh

ArnettH_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!!

[1gambler]

Just used canned air to blow out dust. I used reset settings before to reboot. As far as backing up files, under backup and reset I have backup my data and auto restore boxes checked. Is there anything else I need to do to protect files?

Sent from my Verizon Wireless 4G LTE smartphone

[vzw_customer_support]

That's a great indicator that your info is backed up 1gambler. Just to confirm, I would suggest checking online on a computer to ensure that your info is backed up on your Gmail assount. Once you have done so, the factory reset is the next step.

ArnettH_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!!

[1gambler]

Completed factory reset. Problem was not corrected.

Sent from my Verizon Wireless 4G LTE smartphone

[vzw_customer_support]

Thank you for taking the steps to reset the device, 1gambler. I’m disappointed to hear it did not correct the issue but we’re not giving up yet. I am confident we can work together to solve this. Let’s take a deeper look at the device.
Does the phone have the most recent software update?  If it does not it could be the software that is keeping the sound from working properly. Please follow the link http://vz.to/20yve2Y to complete a software repair for the device. The repair tool corrects any mistake in a prior update. Please let us know if this gets us heading in the right direction and if you have any other questions or concerns,

SteveR_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!

[1gambler]

I have completed upgrade. Problem was not resolved.

Sent from my Verizon Wireless 4G LTE smartphone

[vzw_customer_support]

1gambler, we will do our best to get this working for you as soon as possible. Let’s dig more into this together. Is this happening on every call or specific one? Was there any application installed prior to this happening? Let’s put the phone into safe mode and test the phone calls. Here are more details http://vz.to/1MmctTQ. Let us know how it works.
ZangY_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!!

[1gambler]

Safe mode tested. Problem was not resolved.

Sent from my Verizon Wireless 4G LTE smartphone

[vzw_customer_support]

Thank you for going through all of the steps we have completed, 1gambler. I know your phone is important to you and we want to make sure it is in working condition. To clarify are you under your manufacturer warranty period? Do you have insurance on your device as well?
JasperMM_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!!

[1gambler]

Unfortunately I have had the phone for 14 months and no insurance

Sent from my Verizon Wireless 4G LTE smartphone

[vzw_customer_support]

Thank you for providing that information, 1gambler. We want you to have a working phone  for your everyday usage. However, due to you being outside of the warranty period as well as not having insurance coverage we would not be able to issue a warranty replacement. There are certified preowned devices available to purchase on our site located here http://vz.to/1CiiKM6.
JasperM_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!!

[1gambler]

I think I will check other carrier options. Thanks

Sent from my Verizon Wireless 4G LTE smartphone

[vzw_customer_support]

1gambler,

We don't want to see you go to another carrier over not being covered by a replacement option. Did you check with customer service to see if you qualify for any promotions at this time? Sometimes there are promotions available that allow for things like early upgrades or trade-ins. I'll send you a message in the forum system with details on how we can check for you. Unfortunately since the community member forum is public, we can't take your account information here. You can reach us at @VZW support on Twitter or 1-800-922-0204 right away. Otherwise, look out for my message in the forum system.

EricW_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!!