Solved: S21 5G calls going silent/cutting in and out - Samsung Community

Lykke · ‎03-11-2021

I purchased an S21 5G through Samsung and got it shipped the day it came out. Ever since I got it I've been having issues during calls. I'll be on a call with someone and then I'll stop hearing them or they'll stop hearing me and you hear them saying "hello???".

My provider is Tmobile and they say there's no issue on their side and refused to do anything since I bought it through Samsung directly. I sent it to Samsung and they did a full inspection and said there's nothing wrong....

So far I've done:

downgraded from 5G to LTE and lower /installed new sim/reset networks/restarted in safe mode/ factory reset/ reset phone/ disconnected from wifi calling

What can I do? Any advice or anyone going through the same issues?

Stephanie Nikki · ‎06-29-2021

There are some troubleshooting steps you can try.

1. Make sure all apps and the software is up-to-date, and restart the phone.

2. Turn off your device and remove the SIM card. Restart your phone without the SIM card inserted. Wait for two minutes, and turn off the terminal. Insert the SIM card, and check if the problem is gone. If possible, insert a SIM card from a different carrier and check if the issue persists. If it does, this could indicate your hardware is faulty. You may want to take your phone to an authorized repair center and have it repaired.

3. Use Wi-Fi calling. Go to Wi-Fi Settings, select Advanced, and then toggle on Wi-Fi Calling to enable this feature. Some phone models may sport this option under SIM card settings.

4. Test the phone in Safe Mode. https://www.samsung.com/us/support/answer/ANS00062983/

If none of these methods worked, contact your carrier. It is always recommended to speak with your carrier regarding issues using their services, including making and receiving calls, sending and receiving text messages, and mobile data.

Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

View solution in context

Anonymous · ‎03-11-2021

what's the firmware version

Lykke · ‎03-11-2021

just checked in settings and it's up to date

user751201tmO21 · ‎03-12-2021

What if you test using, say, Google Voice ... same issue?

Lykke · ‎03-17-2021

I've used whatsapp and no issues. It appears that only when talking on the phone.

userRBxItFDEz2 · ‎03-16-2021

I have a some what similar issue. The caller can hear me but I can not hear them. It seems to only happen for me when calling another t-mobile customer (I also have t-mobile). I have not found a solution. Any luck on your side? I have disabled wi-fi calling so I'm going to test that out. Also I can place DUO video calls to this person just fine. So it might has something to do with the Wi-Fi calling feature (at least for my issue).

Lykke · ‎03-17-2021

I'm slowly going insane and because the phone is still "too new" it won't be accepted as a trade in for any other phone. I just want to get rid of it and I can't.

Plantguru · ‎03-17-2021

Been getting the same problem with mine over the last week. Calls either cut out mid call, I can't make calls or receive them. Rebooting the phone fixes the problem but it's temporary. Tmobile user also. I was about to have them replace the SIM but you said you did that and it didn't fix the problem so now I have no idea....

Hard to tell if this is a Samsung bug or a Tmobile network bug....

Lykke · ‎03-17-2021

I'm based out of Texas and they(Tmobile) said it could be caused by the recent storms we've had. Honestly I don't know what to do. I think I'm gonna have to go full Karen on them and speak to a manager. Also try to call during business hours or else you'll get an offshore call center, I think I got reps from India and they were not helpful at all. The "solution" I got was to restart my phone everything I had an issue....

user751201tmO21 · ‎03-17-2021

.
I'm in Texas (central south), and we actually suffered various outages during the storm (burst pipes, no power for days, zero road travel), but it had zero effect on cell usage, so it's odd T-Mobile would state that. (If course, we're on the AT&T infrastructure, so maybe that's the difference : )

Original topic:

S21 5G calls going silent/cutting in and out

1 Solution