Forum Discussion
V60 ThinQ Dual Screen: Phone goes to mute while on speaker
My husband and I both have these phones now and it's happening with both of them. Scenario: My phone is sitting on my desk (not in my hand), on speaker and I am having a conversation. Entonces...
Hey all! So I I let our teams know we still had some examples with the new update, and it turns out they found two separate things causing the same muting experience. It looks like this one happens specifically when you get another call or a message. The last update fixed the one that was happening randomly, but they're working on another update for the calls/messages one.
I am having / had this same issue... Long saga with V60. First phone had second screen malfunctions on day two. I don't know if the drop call issue was occurring, as I only had phone for two days, and don't make calls that much. Contacted support, they sent out replacement of phone and screen... But only the phone arrived, without the dual screen. I also found that additional services were added and that it was billed incorrectly. Called and got that resolved, sent out a replacement with dual.
This is noteworthy: I was told to use the sim card from my initial phone in the replacement phone. I'm certain from the standpoint of convenience.
I had the issue with the phone going dark (within 2 seconds--store told me this was normal??), and then, shortly, the person I was speaking with could no longer hear me. To resolve, you have to wake the phone up again, in panic mode because the person on the other end cannot hear you. Sometime I was able to resume the call, other times not. To prevent this from happening, I had to constantly tap the screen so it would not go dark (not acceptable).
Later I learned if the phone app was not in the full window (i.e. you had pressed the "drawer" button to switch apps), the issue did not happen (still not acceptable).
Called support. Was told to do factory reset. Did that a number of times, but problem not solved. Called support again. They told me to go to T-Mobile store and get a new sim card. I did this. The store showed me dark "lines" on the old sim card, which they said indicated there was some issue, mentioning that the sim card may have been trying to access the original phone. She described the old sim card as "burned".
I was dubious that this resolved the issue, but I just made a 45 min call without issue. I think the screen did go dark, but that did not seem to really impact anything.
I don't know if I feel this is a speaker phone issue. My guess is a problem with the phone app. The T Mobile people I spoke with said they were not familiar with this, but it does not seem uncommon based on the other comments here. I don't know if the issue is fixed, or if the sim card is "burning" again. Regarding this phone and the dual case and the speaker phone, I'm really not sure how you actually are supposed to hold the phone in the case for a call. Case open is awkward... Cased closed? (Pun intended)
