V60 ThinQ Dual Screen: Phone goes to mute while on speaker

mainly a FYI but even if TMO DID know its an issue they dont get to make the call on that..they really cant say much other than pass it up the chain to the manufacturer (in this case LG) and once THEY say its a known issue THEN the carrier can also say the same thing.

didnt read through every post but has anyone contact LG directly or checked out their forums to see if its been talked about in there at all? they will be the ones that must make changes or kick out fixes anyways..

I don't buy that argument. I have contacted LG twice now and they say they

don't know anything about that issue. So maybe T-Mobile isn't passing the

information along? Surprising right, because they obviously care about

their customers?! The only thing they have said is that I need to ship my

device back to them so they can have a look at it, and I don't want to go a

month without a phone.

Second, I have purchased something from a store before and returned it

because I wasn't happy with it. And when I returned it they either gave me

a refund, replace the device or gave me in-store credit to use towards

something else. T-Mobile did send me a new phone and then told me I had to

pay for shipping charges. and when the second one had the same issues they

said they were out of options. That's it. They also told me I could sell my

phone and the buy something else with the money I get from my phone...WTF??

That's customer service??

I think they could do more.

LG is a royal pain to try and get issues addressed.  There is a reason why they are 6 months behind in major updates.  Keep on them and check their forums. 

I am also in the same boat. Got the Buy 1 get 1 free deal for the LG V60. One phone seems to be fine, though I do not use the speaker very often but when I do use it I haven't had  the mic cut out.

BUT... the other phone has the mic cutting out during calls when the speaker phone is working. I have gone through and did a factory reset and kept all the extra "phone/mic" apps off of it and have this problem. I called TMO and they said they would send a new replacement, which we got this past week. Again I keep getting the microphone cutting out with the speaker phone.

I will test some of these other ideas listed, like the turn the speakerphone off, to see if what I have is the same. There are quite a few people discussing this microphone cutting off issue and hopefully it'll be resolved.

I've been with LG phones since the G2 and think they pretty decent. Actually I have a LG G6 that has been running nearly nonstop for over 3 years and it still runs like a champ.

I have the same issue. Randomly during a call (sometimes 1 minute, sometimes 10 minutes), a conversation is going on and then all the sudden they ask if i am still there. I have to take it off speakerphone to talk again.

Both T-Mobile and LG have been super unhelpful in addressing the problem. T-Mobile told me the issue sounds like another factory reset is needed which i already did once. LG just says to send it in and then its a 2 week turn around for an issue they have "never seen". So... it looks like it will just be a wait and see for an update to address it. The only positive is i can use an app like Google Voice and it doesnt cut out. Hopefully it's just something software related but no idea when or if they will actually fix it. A huge negative on an otherwise great phone. I love everything else about it but this speakerphone calling issue is a HUGE problem. I also user speakerphone often.

I also have this problem with my v60. However I have found that if I just turn off the speaker mode and turn it back on it starts working again without hanging up on the call. So I just do that. It is an annoyance however that LG is not acknowledging there is an issue. Perhaps the people who have gotten problem tickets could help refer the rest of us to whomever they are working with or have that support person reach out to this forum support topic?

I also have been experiencing the same issue while carrying a conversation on speaker phone, the phone will mute itself and I'll have to switch back to regular mode to finish my conversation. I 100% believe that this is a LG software issue that LG Needs to address. I say that because this is my second LG V60, my first one I had, I dropped it and  I didn't have a case on it and the rear glass shattered but that phone also had muting issues while I was using the speaker, it would also mute in the middle of a call. Fortunately I had insurance on the phone, the insurance company sent me a brand new, still in the box device. It was not a refurbished phone at all, it was 100% brand new. I have tried everything, turning it on and off, turning  it on and off while plugged in to the power outlet. I've tried a hard reboot unplugged, I've tried to hard reboot while still plugged in to the power outlet. I've cleared the caches to every single app, I've used the cleaning software that's preloaded on the phone multiple times. Nothing works. So if your phone works perfectly fine with the exception of the speakerphone, I suggest that you do not return it for a replacement because I guarantee the next LG V60 you receive will have this exact same issue with the speakerphone. This is a software issue, 100%, that only LG can correct with a software update, hopefully.

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)

As an update, the SIM Card change did not last.  The issue is worse than ever.

Yeah I tried changing my SIM card multiple times