While on voice calls People can hear me, but their conversations randomly cut in and out.

[rtritz]

My note 8 has had the problem of cutting in and out while on calls since I received it, but I thought it was a zone that I traveled thru.  This has been getting increasingly worse for the several months I have owned it.   Conversations are fragmented. I randomly cannot hear the far end, or they keep cutting in and out.  They say they can hear me without interruption, but my ability to hear them is sketchy and random.   MOST Frustrating

[jrh4054]

There may be a problem with the antenna in the phone.

[rtritz]

GGGrrr.... I have been all over the blogs on this.  I cleared cache memory, shut down aps and changed reception, removing global service and it made absolutely no difference.   I guess I may need to call Verizon and get it replaced.   That is, if I can hear them!

[jrh4054]

Have you called VZW customer service or contacted them using the Tech Coach app?  I wouldn't wait for information here.

[vzw_customer_support]

rtritz,

Help is here! Being able to hear a full conversation clearly is crucial. I'm sorry that this has been a problem for you. Allow me to figure out what is going on, so we can get this fixed. Do you know if there is any possible physical or liquid damage to your device? Just to confirm, this happens in every location you are in? If this does not happen everywhere you are at, what Zip Code are you in when this occurs? For troubleshooting purposes, please temporarily disable HD Voice using these steps: http://vz.to/2CSriji Please try a few calls with this disabled & let me know the results.

AliciaS_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!!

[rtritz]

Thanks for your input... I will turn off the HD function and report back.

I travel extensively so this is not related to a single zip code. I had

the Galaxy 5 previously and had not witnessed these issues with that unit,

even with the HD functionality but let me try with this unit and report

back later today.

THANKS AGAIN.

On Fri, Mar 2, 2018 at 7:31 AM, vzw_customer_support <

[rtritz]

THANKS ALL.... I have turned off the HD function and although I have one more call this evening, thru areas that have recently been a challenge, thus far today the problem has substantially subsided.   I will have more input after my calls tonight. 

My concern is that what good does the HD quality do if we cannot use it?   I do like the crisp voice sound, and that was part of the reason I bought the Note 8.   It would be a shame if its not useable.

[vzw_customer_support]

I’m relieved to see you’ve noticed a significant improvement in your calls by turning off HD Voice, rtritz. But I’d like to make sure we’ve uncovered all the possible options for you to get the most out of your new device. I’d like to ask you to enable HD Voice again and then restart your phone. If you continue to encounter the issue with call audio, I’d like you to take a look a the signal strength when it happens and let me know if you notice 1x, 3G, or 4G LTE as well as how many bars of signal you see when it happens. Also, do you use any kind of hands-free device while you experience the audio issue? Are you using a case to protect your new phone?

Thank you

JenniferH_VZW

Please 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!!

[rtritz]

tried to respond via the community site but the links are bad.  I must say

that using that community is rather difficult to get in and out of... I

gave up.

To close the loop on this topic, I thank you for your input.  the HD option

seems to be the greatest issue.  I found that when turned on, I am having

trouble in multiple areas between downtown Chicago and Southern Wisconsin.

Areas are showing 4GLte with anywhere between 3-5 bars.  I has happened

consistently while traveling and while standing still with the phone on a

desk, using a headset.

I got another phone since mine is only 3 months old, and it has the same

issues.  Most depressing and actually unacceptable.

Thanks for your help though.

[JONHAI3]

Has anything been determined on this subject?  My note 8, my wife's S-8 and several of my friends with Samsung phones on Verizon in the North Atlanta area have the same exact problem, all starting about 1 1/2 months ago. 

The work around of having to turn off HD Voice and losing my data is unacceptable!  We pay anywhere from $500 to $1K for phones and to not be able to use them as designed is ridiculous.  Verizon needs to address the issue ASAP.  If not risk losing myself and others to the growing competition of T-Mobile and Sprint.

If I go to VZW website and search on this subject, there are no results...but if I search on Google, as I did this time, its funny the VZW search shows up.  Thousands of people are complaining about this Samsung/Verizon specific issue and VZW seems to be down playing it! 

I'd like a legitimate response...instead of VZW constantly acting like this is 1st time they have heard of it.  Google it...it dates back to 2017 in some cases.  I've done all the steps that people have asked, cleared cache, updated to Oreo (that was a huge mistake...making it worse), turned off HD Voice, etc...  Obviously, it's a firmware issue...maybe someone should address and give the community an update???

[rtritz]

The ONLY thing that has worked for me (even after getting a replacement

phone) was turning of HD Voice. I agree totally this is simply not

acceptable.

I did get a note last night from VZ to try turning on WiFi and testing that

operation to see if I had the same problems...... I may give that a try,

but the problem never occurs when I am at my home anyway! I travel

extensively and trying to find a WiFi to use, just to turn on HD is not a

solution. I have to believe the issue is in the towers being used.

Such a shame... its been many years that I have been with VZ.... this may

be difficult to continue.

If anyone does find a real solution, I sure would be interested.

[vzw_customer_support]

JONHAI3, providing you with a solution on the voice issues is a priority. We can assure you there is an investigation under way to determine the problem and provide a fix. We hope this will ensure we keep you as our customer. Our apologies for the inconvenience of having to turn HD Voice off, but this step will not impact the data speeds in any way. The one downside is not being able to browse the web and be on a call at the same time. We would like to gather a few details that will help us in the investigation. Does this happen in all locations? Does this happen over Bluetooth, regular call audio, speaker or Wi-Fi calling? Does this happen on all calls?

DavidC_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!!

[rtritz]

Good day.... some notes in response to your inquiry... Thank you.

Does this happen in all locations? -It occurs regularly in many locations

between city, residential areas and country

Does this happen over Bluetooth, regular call audio, speaker or Wi-Fi

calling? On and off of Bluetooth, I does not make a difference. Regular

call quality does not seem to affect this issue. Same with Speaker. this

does not appear to be a bluetooth or wifi issue, as much as an HD issue.

Does this happen on all calls? Virtually, yes.

Hope this helps??!!

On Sun, Apr 8, 2018 at 8:54 AM, vzw_customer_support <

[vzw_customer_support]

Thank you for all the helpful information, rtritz. Let’s keep going to see what is going on. Let’s reset your device’s network settings: https://www.verizonwireless.com/support/knowledge-base-214319/   Since this has been happening, have you powered your phone off, taken the SIM Card out for at least 1-2 minutes and then put SIM Card back in and power the phone on again?

https://www.verizonwireless.com/support/knowledge-base-214289/ 

TakendraW_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.

[rtritz]

Based on past experiences I have indeed cycled power, SIM Card and storage

cards. In fact I went to a replacement phone a month or so ago and it

showed the exact same symptoms.

On Tue, Apr 10, 2018 at 11:42 AM, vzw_customer_support <

[Ann154]

Have you tried a different SIM card in the phone?

[rtritz]

Nope... I only have the one. Sorry....

[JONHAI3]

I've already heard from someone (unofficially) who works in Verizon that

it's a know issue that has risen from a firmware change, causing Ericsson

LTE Small Cells to have issues communicating with Samsung phones.

How is it, Verizon people on this community site don't know this? Another

week goes by where Verizon is acting as if there is no problem. I guess

they all have Pixel phones!

[vzw_customer_support]

rtritz,

We appreciate your patience. I am terribly sorry to learn of your issue with voice calls while HD voice is enabled. I am eager to get to the bottom of this.

Now that you have received a patch, please enable HD voice and test. We will be waiting for the results.

GinaU_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!!

[rtritz]

I will give it a test tomorrow...... lets cross our fingers.

thanks

On Thu, Apr 12, 2018 at 6:03 PM, vzw_customer_support <

[vzw_customer_support]

Rtritz, we appreciate you letting us know that you test out the HD Voice since the latest patch was installed. Have you noticed a difference with your call quality? Please keep us posted. Thank you!

NicandroN_VZW

Follow us on twitter @VZWSupport