Verizon has changed the sim card and done a factory reset . Why can't I hear the caller on the other end??

[cindyann1983]

During a conversation on the phone, I will all of sudden not be able to hear the person on the other end, but they can hear me.  Verizon has changed the sim card and done a factory reset - it is still happening.  It also used to happen with my old non-smartphone and Verizon said it was because I was on 3g and that is the reason I had to upgrade.  Any suggestions on how to fix this?

Subject matter shortened

Thank you,

Verizon moderator

[vzw_customer_support]

We want you be able to hear all your callers always, cindyann1983. It appears that you have done the ultimate troubleshooting step (factory rest), and the audio issue continues. Is your phone within manufacturers’ one year warranty? Is there any physical/water damage to the phone?
When you visited the store, where made aware of the option to replace your phone with a warranty certified like new replacement? http://vz.to/uyYF0o

AntonioC_VZW
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