OnePlus 9 Pro Calls Problem

I purchased the One+ 9 5G through T-Mobile and it is now having audio issues. The other person on my account cannot hear when someone calls him, but we can hear him. I turned off BT, no help. There are no updates needed. We tried both Wi-Fi and cellular. The only thing that works is to power cycle the phone, which is frustrating when you're trying to take important calls. It looks like we aren't the only ones with the issue. So, T-Mobile, what do you say? How do we fix this? Is this something with the service or the device? Why is it happening all of a sudden? He uses a case, no drops, no damage, no extreme temperature or water exposure. 

I have a OnePlus 9 PRO and my partner has a 9.  Each of us experiences these same issues with outgoing calls where the recipient cannot hear us, calls to us never ringing and going straight to voice mail, and voice mail notifications not showing up for many hours; often not till the next day.  The only sure fix is to immediately power cycle the phone, but it does not last.  I've done it three times today.  It does not seem to matter if we are in 4G, 5G or WiFi modes.

This is all very frustrating and causing us to question not just the phones but T-Mobile service in general.

Ayuda. 

Try turning off VoLTE and VoWIFI.  That worked for me, at least until T-Mobile shuts off 3G.

Also, what version are you running?  Make sure the firmware is up to date.

david10225 wrote:

I could sure use some help.  Intermittently, when I make calls with my OnePlus 9 Pro, the callers can't hear me, but I can here them.  I'm frustrated because I spent 90 minutes on the phone with tmobile last week and had to pass through several layers of support before I could get someone who could help me.  I thought it was fixed, but same problem started again today.  I'm willing to try anything.  I bought my phone directly from One Plus and just moved my tmobile sim card from my old One Plus 6 to this new phone.  One additional thing is my phone and my wife's identical phone both say they are "unknown" phones when I look on my Tmobile account.  Is there anyone who can help or can I get support without having to go through so many layers at first?

Devices not purchased from T-Mobile will show as an unknown device.  That doesn't impact how they function on the network.  How old is your SIM?  You might want to consider picking up 5G capable SIM's, like the SIM's with R15 on them. 

My wife and I upgraded our LG G7 thinQ phones to the OnePlus 9 5G using TMobile.com website. Both of our new phones have had this same issue randomly since we got them on April 14, 2021. Sometimes they can hear us but we can't hear them or we can hear them but they can't hear us. Also sometimes we will reboot the phone and see there are voice mails we didn't even know they tried to call because it never rang. And sometimes the text messages won't go through until we reboot the phone. We are missing work calls, personal calls, and I would hate to have to call 911 and have to reboot the phone multiple times while bad things are happening.

formercanuck wrote:

Just as a note, I'd recommend going through T-Mobile support DIRECTLY if you have a phone purchased through them.   One Plus is not the best for device support (have a One Plus 8 5G - bluetooth issues with vehicle AFTER Android 10 → 11 upgrade), warranty exchanged through T-Mobile.  Note:  Each replacement has the same issue - with 'forced' Android 11 upgrade.  Its taken me 5 months with OnePlus and had to send my phone to Texas for RMA.

That tells you that it isn't a hardware issue with the devices.  I haven't had any Bluetooth issues with my OnePlus 8+ 5G.  We have a JVC deck in the truck and I use my Sennheiser PXC-550's with it almost daily.  

Yes, both phones were purchased from T-mobile.

I had one interaction with customer service about the problem.  They determined that the solution was to send an update to our SIM cards.  The agent was to call back on a particular day to check on the status of the solution.  They never called.

So, now I am back to trying to find a solution.  If I had any confidence in C.S. I'd call them again, but was hoping this community had some information I could be armed with first.

Gracias.

dtgpeter wrote:

Yes, both phones were purchased from T-mobile.

 

I had one interaction with customer service about the problem.  They determined that the solution was to send an update to our SIM cards.  The agent was to call back on a particular day to check on the status of the solution.  They never called.

So, now I am back to trying to find a solution.  If I had any confidence in C.S. I'd call them again, but was hoping this community had some information I could be armed with first.

Gracias.

 

I have seen a similar complaint about WiFi Calling but I haven't had any issues with WiFi Calling.  What most people don't realize with WiFi Calling is, the upstream is just as important as the downstream.  20Mbit up at a minimum up is a good place to start and turning QoS off.  

If it's on cellular, a new SIM might help.  Are you using the SIM that came with the device?  Have you tried ejecting the SIM, giving it a little bit of a clean with some Isopropyl, drying it, and putting it back in?  

I am also getting frustrated with my OnePlus 9 Pro 5G - Can’t always receive calls; can’t always make call; doesn’t always connect to my vehicle; when moving from Wi-Fi to cellular, I lose the cellular.

In all cases, I can solve the issue by rebooting the phone. I NEVER had this problem with my Samsung Note 10. I even regret the move to this OnePlus phone. 

Yes, it’s fully updated and yes, I did try a factory restore.

When the phone works, it's great. But these connectivity issues are very frustrating. Today, our daughter tried to call us and I never received the call. When we met, she tried and it never rang. After rebooting the OnePlus, I was able to receive calls. All that time it showed that I had 5G signal at full bars. I NEVER saw this with any of the Samsung phones I had.

The only reason why I have not moved away from this OnePlus is simply because I am on the Jump program and the balance is still high. 

magenta2698891 wrote:

I am also getting frustrated with my OnePlus 9 Pro 5G - Can’t always receive calls; can’t always make call; doesn’t always connect to my vehicle; when moving from Wi-Fi to cellular, I lose the cellular.

In all cases, I can solve the issue by rebooting the phone. I NEVER had this problem with my Samsung Note 10. I even regret the move to this OnePlus phone. 

 

Yes, it’s fully updated and yes, I did try a factory restore.

When the phone works, it's great. But these connectivity issues are very frustrating. Today, our daughter tried to call us and I never received the call. When we met, she tried and it never rang. After rebooting the OnePlus, I was able to receive calls. All that time it showed that I had 5G signal at full bars. I NEVER saw this with any of the Samsung phones I had.

The only reason why I have not moved away from this OnePlus is simply because I am on the Jump program and the balance is still high. 

It doesn't matter what manufacturer and phone you move to right now, regardless of the carrier.  COVID is their excuse for these manufacturers that are just being lazy when it comes to software/firmware development and bug fixing.  Even the iPhone 12's have their fair share of serious issues right now.