I can not hear the incallers voice . I'm pretty sure the speaker because I did the direction given to me by the support and there is sound coming from the speaker where I listen to people speaking. But when I actually have a call I can not hear anything
Try putting your phone in Safe Mode and placing a call. https://www.samsung.com/us/support/answer/ANS00062983
If you are still unable to hear the caller's voice, please send a private message with the full model code and IMEI number of the phone. http://bit.ly/2XERsky
First, completely power off the phone. Then, power on the phone, and when the Samsung logo appears, press and hold down the Volume Down key. If done correctly, "Safe Mode" will display on the bottom left corner of the screen. If "Safe Mode" does not appear, repeat the steps above.
There are a few things that can cause issues with the speaker while you are on call or listening to audio playback through your Galaxy phone. For example, there could be an external device where the audio is being redirected. It's also possible that a software problem or physical damage is causing the issue. Give this link a try: https://www.samsung.com/us/support/troubleshooting/TSG01001255/