Anyone else having Call Quality issues?

[Alieneila]

This past Sunday my wife and I both upgraded from Droid 3's to the Note 3's. Prior to the upgrade our call quality was great, no issues at all. Since we upgraded to the Note 3's, just like the Sprint customers are complaining about, the calls received are garbled, cut out, chirp... quite annoying and hard to have a conversation. It is the same on both phones, not just one or the other. Anyone we call seems to hear us just fine, but the quality coming in hearing other people talk is terrible. I called Verizon and the first lady I spoke with text'd me an 800 number and told me to call back because at the time I was actually on my phone with no alternate phone to use so that they could troubleshoot the phones. When I called that number, the new lady I spoke with told me that it's not the network so has to be the phones themselves and that I could go get different phones since I'm within my 14 days... not different Note 3's, but different model all together... no troubleshooting or anything, just said it was the phone and to get a different one...

Is anyone else having call quality issues, and if so, is Verizon aware of it? It seems to be the same issue that Sprint customers are complaining about, so I am thinking it is a software issue on Samsung's side of things? Anyone have any suggestions, or just wait it out until there's a software or firmware update?

[SamChieftan]

Just another update, it appears this forum is super quiet; so I am assuming that many of you got your phones fixed and are not having any issues.  I received another reconditioned phone and have been trying it for the week.  I am still getting garbled conversations that break and sputter and I still get the Call Lost even though there are 3 bars showing on the status.  I have removed the SD card to give that a try and I have driven into the city and around the city to see if the signal strength would change.  I can never find FULL bars, but even if I get close to full bars I still get the odd "Call Lost" message or the "No Signal" message. I am thinking that the phone I received is just a repackaged non functional phone that someone exchanged. At the local Verizon store the representative put his Samsung Note 3 directly beside mine and his had FULL bars and mine had 3.  We could even hear the difference in the call quality. It would appear that there was an initial batch of faulty phones sent out originally and some of us got them. I wish there was someway to determine which phone series is good.  Since Oct 18 I have maybe made 30 calls, most of them incomplete. I am saving a TON on my minutes for sure, I cannot make any calls without dropping so the phone component is useless. I will update on what I do. I have $550.00 into the phone with options, chargers, covers etc, plus a 2 year contract, and a useless phone.

[vzw_customer_support]

Hi SamChieftan,

Let's explore options to improve your phone's performance! First reprogram your phone with the network by removing the SIM card for one minute, then reinsert and test. Also, you mentioned a phone replacement; did we also replace the SIM card? If not, I would recommend visiting a corporate Verizon Wireless http://bit.ly/3SdsA and get a new SIM card to see if this improve signal. As for the sound issue, I suggest running your phone in Safe Mode http://vz.to/18cdwrF for a few hours and test. If sound issue stops while in Safe Mode, a third party app would be the culprit. Keep us posted.

AntonioC_VZW
Follow us on Twitter at www.twitter.com/VZWSupport

[Michael_S]

Sam,

It would appear that folks are finally getting the distorted call issue resolved judging by the reduced number of posts here. I still had the issue until yesterday's update to N900VVRUBMJE. I hope this fixed the problem for everybody !

For me it took 4 pair of phones, 2 updates, and 2 months to get a usable phone. At this point the voice quality sounds like a cheap phone but at least is usable. In addition I no longer get dropped wifi connections.

[cynindesign]

Mine is just now updating, glad to hear you improved Michael S, mine had always sounded great, wish yours did too.... now if Sam's would too, we are pretty well set here in the midwest

[michelleh_vzw]

Glad to hear things are improving with the update! Updates are systematically sent out to blocks of customers each day, so if anyone has not received theirs yet, it will be available soon. Thanks for your patience while this gets resolved!

[aeffect]

My Audio concerns were resolved with the previous update (I guess about 2 months ago). 

Since this recent update, that was pushed to me about 2 weeks ago, calls sound morphed or muffled... like when a comedian puts their mouth over the mic to tell a joke.  It's also a little scratchy or choppy.  And very low. 

I've tried a reboot.  Will try a reset tomorrow.  But I tried this on the earlier s/w versions and it did not help; so I am not optimistic.

Sprint forums explain the exact same problems as VZW forums. 

I guess I'll have to open a NRB ticket if the reset does not remedy this for me.

[SamChieftan]

Hey Everyone just another update, My phone has also been affected by the last OTR update, and it is making popping, whining noises, and sometimes when people access their voicemail all they hear is a screeching noise and popping.  They discerned the voicemail was from me by the number and time I left the voicemail.  Also people receiving the calls are also having a hard time understanding me, whereas before there was NO problems at all. I was extremely happy finally before this latest update. The phone had only a few odd dropped calls.  I am having to have people repeat themselves again during a phone conversation. 

Does anyone know if I reset the phone back to the factory, if I can just do the 2 updates and ignore the latest one? when the update came out, the only option I had was to install immediately or pick a time that it would install, I couldn't use the phone unless I UPDATED the phone.

Thx in advance for any help! 

[vzw_customer_support]

Hello SamChieftan,

Call quality and being able to keep a conversation without repeating yourself is super important! Does this happen in all locations including indoors and outdoors? What zipcode are you currently located in? We'd love to investigate further. 

WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

[SamChieftan]

Hello Verizon Support;

Yes this happens in all locations inside or outside and in various locations around the zip code 75189 and within 90 miles of that Zip Code.  The latest update has caused this problem. 

The question is: Is it possible to Factory Reset the phone and ONLY have it UPDATE to the 2nd update and NOT the 3rd? Everything worked great on the phone FINALLY after the 2nd update, now I am dealing with horrible call quality AGAIN after the phone is almost unusable and I am now AGAIN getting dropped calls.

Please let me know if there is a way to update the phone to the 2nd update and stop it there.

Thank You in advance.

[vzw_customer_support]

Hello again SamChieftan!

Thanks for the details and additional information. With your zipcode, I'm showing that you are supposed to have strong 4G signal in the surrounding area. I am sorry to say that by doing the factory reset, the phone will continue to revert to the newest update or 3rd update. Once the update is downloaded the phone will only recognize the latest one. If the factory reset doesn't resolve the call quality issues, let us know so that we can review further options. Your efforts are greatly appreciated!

WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

[technicholas]

The update made mine horrible, I got a replacement one did the same thing. I had a iPhone 4 and a Note 3 in my hands on the way home from a Christmas dinner, the Note 3 said "Extended Network" No Service, 1X 3G 4G LTE. The iPhone sat there and said 3G Verizon and didn't go below 2 bars. This is ridiculous, I just bought the HTC One Maxx, lets try this and see if it works better. I have been a loyal Samsung customer for years, had the Galaxy S3, Note 2, Note 3 now and the Note 3 is HORRIBLE.

[aeffect]

update:

Factory Reset Note 3 after latest update woes...

Volume level did rise (end user is louder), however, people are still muffled and difficult to understand...

When I Video-Chat or VOIP, sound is normal... I've used Skype and Samsung's ChatOn.

The fact that only Verizon Wireless and Sprint users are experiencing this, and after a recent update that "improved call audio," it's got to be software-related, and have to do with Samsung's decoding of the CDMA networks' voice.

There needs to be an emergency rollback or an update that keeps all the new fixes, and reverts audio back to how it was in the 2nd-to-last update...

[SamChieftan]

Hey Everyone, just a quick update.  I have received my 3rd Phone about a week ago and have been testing it. The call quality was HUGELY improved, but then I had to install the new OTR update.  Call quality now pops a little while talking. I am still getting the odd "CALL LOST" once in awhile, and I only ever show 2 or the most 3 bars within my area.  Driving in and around the city of DALLAS, I have never gotten over 4 bars to show.  I can NOW understand legibly when someone is talking on the phone, and I don't have to get them to repeat themselves many times.  The Verizon techs that I have chatted with online (because my phone drops calls: I CANNOT call them) have been outstandingly stellar and patient with me and my concerns! They have worked diligently to help me as best as possible ... (Thank You to the great techs at Verizon).  I have driven to different areas, and they can see on my account how MANY calls are dropped, and how I have to call people back to re-engage them. The new phone is a MAJOR improvement over the other two.

Currently they say they have opened a ticket into checking our local cell tower. My wife has an older NON SMARTPHONE, and she is also getting dropped calls within the last 2 months. We are NOT in the city, but we have Always had stellar cell phone connection to the Verizon Network. I previously had an iPhone4 and never had ONE dropped call in 3 years. 

It is obvious that the NOTE 3 is designed primarily as a phablet, and is designed to be in a large URBAN area with stellar cell service.  I use my phone for reading pdfs and working with many files, and of course the note taking, hopefully something can be found on the local cell tower service and be rectified. I wish Verizon would enable WiFi calling like T-Mobile, and many of us would NEVER have dropped calls.

This has definitely been a journey ... not too sure I will ever get a NEW PHONE on release day again ... until many of the bugs have been worked out .......

Hope everyone else is able to get their phone working as well! 

I will keep y'all posted if anything else changes on the tower situation or if the call quality or CALL LOST status changes!

[technicholas]

I gotten mine replaced same issues. I got the update on this one no difference, once I get into a low coverage the phone goes forget it "searching for service"  I am also in the midwest.

Nicholas

[LShan]

Hi, I've been quietly keeping up with this thread in the background. 

I rcvd my Note at the end of September and had the same call quality issues.  My mother rcvd her Note 3, 1 week later and hasn't had any issues.  So I know it is an issue with certain units.  I swapped my phone once, and had the same issue.  I called back the next day and was promised an exchange. Of course, they are now denying that. So I am extremely pissed. I was even told that hers might have had the latest updates.  I checked the numbers and our units had the same software.   They even stated that they knew it wasn't my issue.  I got the first update, and it helped about 60%, but I still have a very mechanical sound, a few weeks ago, it rained, and the disturbance was so annoying, I was frustrated and ended the call.   I also cannot hold wifi signal.  My signal strengths are very low.  I love the phone, but I hate the issues and the customer service, I've rcvd from Best Buy.  I will never go through them again, and I wish I had gone through Verizon.   I wish I could throw the phone

out of the window.

Oh and I am in the Chicagoland area, and drive everywhere.

I also rcvd another update over the weekend.  Did anyone else? Anyone know what that was for? Nothing has improved.

[bruinbill]

The customer service from Verizon has been ridiculous. Executive office offered no help, tech level 2 never called me back (several agents did but never with any news or improvements) - never answered the relevant questions, Verizon support forum tech JUST replied to my message from 6 weeks ago asking for my name and number AGAIN -- it's a slap in the face.

I sold the Note 3 and got another phone. Obviously the problem did not start with Verizon -- it's a Samsung phone -- but their lack of customer CARE has made the experience many slaps in the face. Again, having been Verizon customer for over a decade and spending almost $1000 a month with them means nothing to Big Red.

I thought I could just let it go and not post anymore, but that tech's email after 6 weeks fueled this response. BTW, her name is Lena. Good luck in hearing from her.

[vzw_customer_support]

bruinbill, I am very sorry to hear that you experienced less than stellar service. If you could provide us some background into what happened we would be more than willing to help.

Thank you,
RobinD_VZW

Follow us on twitter @VZWSupport

[tikibar1]

LShan wrote:

I also rcvd another update over the weekend.  Did anyone else? Anyone know what that was for? Nothing has improved.

Here's the changelog from the latest update:

Verizon Galaxy Note 3 Set to Receive an Update – Improves Connectivity, Preloads Bloatware, and F...

[LShan]

Thank you!

[LShan]

Also wanted to add that I've had other issues, since the 1st update, My phone over heats to the point where it feels like its burning me, and I have not been able to use action notes correctly. 

[vzw_customer_support]

L Shan-
I am very sorry to hear that you have been having problems with your Note device.  We would love to help.  If you could accept our follow and follow us.  Then you can direct message us.  We would like to receive your telephone number and billing account password so we can review the account.

Thank you,
RobinD_VZW

Follow us on twitter @VZWSupport