One way audio problems

try changing to 4G..then restart the phone and test it for a day or so call wise. see if things improve or not.

do you by chance have access to wifi in order to try wifi calling to see if it works and can cover you until the issue is figured out?

I am also having the one way audio issue. The other party can hear me, but I can't hear them. 

VoLTE. Harrisburg PA area, Note 20 Ultra 5G.

Power cycle fixes the issue. 

Hola @marcaronson408‌ I'd like to help clear up these audio troulbes you're having. Does this happen when you're calling a specific numbers? Also, does this happen right away, or after you've been on the call for a while? Let me know if the replacement phone fixed this for you and we can continue with some other steps. Gracias.

Hi Mike, the replacement phone did not solve the problem. It is not specific to a phone number. It can happen at any time on the call.

I called 611, but we are back to square one. They are asking engineering to check out the towers in my area. The reality check is:

• They already did this and did not find a problem.
• It has happened to me in multiple locations including Cupertino, San Francisco and Sonoma.

I am told that once they come back with a clean bill of health on the tower, they will escalate it to someone else -- that they will call me back Thursday evening.

It has been going on for 2 months now. I am discouraged that we are back to doing what has already been tried. I am open to carrying around some diagnostic equipment to help troubleshoot this as I do understand the intermittent issues are difficult to solve.

I suspect it has something to do with the Marshmallow update.

If there is anything you can do to help, it would be greatly appreciated.

Marc

Okay. Thanks for letting me know. Intermittent issues like this are tricky, but not impossible to get a handle on. Since it's happening in multiple areas and you've already replaced the phone, the engineering ticket would be the best route.

I'd never ask you to lug around a suitcase full of diagnostic equipment. (That's not the most conventional way of troubleshooting.) What can help is keeping track of some specifics. Dates, times, numbers, and locations you've gone to when this happens should be enough. I understand that's not the easiest thing to track, but examples this detailed will help our engineers narrow down what's going on.

What I can do is run this by some of my internal folks to have this checked on your phone. I sent you a private message you can get to by clicking this link: https://support.t-mobile.com/inbox

Reply with the information listed there and I'll pass it along to have this looked at further. This way, we'll tackle the phone side and the network side. I want to give you a heads up, I have a feeling this will need to be handled with the ticket, but I'm willing to have your phone looked at too.

Mike, wanted to let you know that T-mobile support contacted me on Friday. They said the ticket is still with engineering -- no new info. I am still having problems with the service.

Mar

Okay, thanks for keeping me posted. We will need to wait on engineering to update that ticket for you. My apologies you're still having trouble, but I'm glad you have the ticket filed.

Unfortunately, I still have not received any communication back on this issue.

The problem is happening less often now, but that has happened before. (ie, Problem stops happening for a while, then starts happening again.)

I think that T-Mobile is a very progress company and, in general, does a good job of standing behind its products and services.

Unfortunately, in this instance, I do not think T-Mobile has lived up to its normal standard.

My experience with 611 on this specific issue has not been useful.

Is there some way I can get connected directly with someone who will work with me to bring this to full resolution?

Marc