My wife has been happy with her S5 phone since last December but about a month ago the outgoing voice started fading in and out making it very difficult for the other party to understand her. Incoming sound is fine and it does not drop calls. Text messaging and internet browsing (even with WiFi disabled) are fine. The problem is particularly bad at home where we get a solid 2 bars signal strength with 4G. My S4 works fine in the same place. The voice recorder works perfectly so it's not a microphone problem. The software is up to date and I've done a factory reset - no change. Samsung support had me load a diagnostic app but they could see nothing wrong. Verizon support tried a network remedy that made no difference either. I finally got a replacement phone from the Verizon store - no improvement. This phone worked fine for 10 months and now is practically unusable for voice in my home. What's up?
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BobLloyd,
Having a working phone for your wife is so important. We appreciate you working with us and being so patient. Let’s get this fixed for you. One last question, is there a case or screen protector on her phone that could be interfering? Any other changes made or damage? If not, then we need to look in to replacement options? Please call Customer Service at 800-922-0204 or *611 from any of your other phones.
JenelleR_VZW
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BobLloyd,
Having a reliable signal is important for everyone. I know I depend on my phone for a lot so reliability is needed. Let's look into this more. Are there others having the same issues? Has there been any new applications downloaded before this occured?
JasperMMM_VZW
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Thanks for the response. No new apps. In fact the problem existed on the new phone with nothing but the default apps installed.
I have 4 Verizon phones in the household. No one has the problem except my wife's S5.
BobLloyd, all this is very helpful information and we certainly want your wife to have a working phone. Let's continue working on this and get to the bottom of this. Has the SIM card on the device been replaced?
GersonG_VZW
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No. I have the original SIM. I did try reseating it.
???
Perhaps the next step by the Rep would be to obtain a free SIM replacement from a Verizon Corporate Retail location.
It's great to hear back from you and we are not giving up on this until we find a solution. The next step would be to replace the SIM card and test the device. This is free of cost and you can pick a SIM card at one of our Corpprtate Stores. http://vz.to/1IeCli3 Please keep us posted and let us know if you have any additional questions.
onGonG_VZW
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If my response answered your question please cliectthe ect er� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Will do. I'll let you know.
Hope that works.
Ok. I got and activated a new sim card. No improvement. What next?
Check the network settings - it should be set to LTE/CDMA
Is Advanced Calling activated? If it si, try turning it off.
Is Bluetooth activated, even if not connected to anything? Try turning bluetooth off.
It may be an app causing the interference, though which one, I have no clue. I know others on this forum have found that by disabling certain apps (they didn't say which ones) the problem resolved.
It was set to GLOBAL and I switched it to LTE/CDMA. This change did not seem to make a difference. Outgoing voice is still dropping in and out. Advanced Calling was disabled when the problem first appeared. I turned the feature on and it made no difference.
Bluetooth has been off all along. I also tried disabling Wi-Fi. I had the problem on my old phone after I did a factory reset and on my replacement phone before loading any new apps.
BobLloyd, we don’t want to give up. We want her phone to work the way that it should for her. Since this issue started has she tested making calls on Speaker phone? This will help confirm if this is an audio issue with the phone or something deeper that we need to look into more. Please keep us posted on the results.
StevenG_VZW
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Speakerphone has the same problem. I also tried the voice recorder app. That works perfectly so it's not a microphone problem.
@BobLloyd
Thanks for keeping us posted with all of the troubleshooting steps you’ve tried so far! Let’s take a closer look. You mentioned this is only happening with your wife’s Galaxy S 5 device at this location. Are there any other Galaxy S 5 devices used at this location or are they different model devices? What is her device’s current software version number: http://vz.to/1LeGnei?
AnthonyTa_VZW
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The build number is LRX21T.G900VVRU2BOG5. We have an iPhone 5, iPhone 6, and a Galaxy S4 in the household in addition to the misbehaving S5. We don't have this problem on these other phones.
BobLloyd,
Having a working phone for your wife is so important. We appreciate you working with us and being so patient. Let’s get this fixed for you. One last question, is there a case or screen protector on her phone that could be interfering? Any other changes made or damage? If not, then we need to look in to replacement options? Please call Customer Service at 800-922-0204 or *611 from any of your other phones.
JenelleR_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!!
I tried it without the case. It is not a factor. OK. It'll try the phone folks again.
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