Person calling is not able to hear me, but I can hear them...

[bbdata]

My relative (who's on Public Mobile) is having an issue with calls some times.

They describe it to me as:

When I am talking to someone, they are not able to hear me but I can hear them.

They explained that they have talked to the same people in the past when they were with Rogers and have had no issues. It only started happening when they switched to Public Mobile.

I have no clue how best to start troubleshooting this as I have never experienced anything like it.

Could this be a signal quality issue?

Any suggestions or advice is appreciated.

Thank you

[maximum_gato]

@bbdata 

There's a few basic troubleshooting to run thru if it's not VoLTE related.

1. As mentioned it could be the mute button.
2. Check if Bluetooth is on and connected to headphones or another device. Also test using Bluetooth to see if the problem persists while using headphones.
3. Try turning tbe speakerphone on/off during a call when the issue occurs.
4. There's also a similar issue that stems from having Google assistant enabled on the phone.
5. Check that the phone case isn't covering the microphone or that there isn't anything else blocking it like dirt or debris.

Let us know if any of this helps and if not we can send the bat signal out to a few experts who can help troubleshoot even further with you. Good Luck!

[hTideGnow]

hi @bbdata 

what kind of phone do you have? 

are you in Winnipeg area?

And this problem happens anywhere or just at a specific place like your home?

Try using VOLTE first, it could be a solution 

[bbdata]

That's a good suggestion. I'll have to run it by them to see if that may be a potential cause.

[bbdata]

This was happening before VoLTE was introduced.

[dust2dust]

Inadvertently muted mic? I know with the TextNow on-call area that my ear sometimes touches the mute button and then the other end says I cut out. But then the kids these days use the pods and hold their phone up to their mouths.

[hairbag1]

@bbdata 

PM recently enabled volte for calling on most new customer phones.
have him either disable volte (if it's ON) or turn volte on in settings (if it's not ON)