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Person who called or I'm calling can't hear me

  • 15 October 2020
  • 34 replies
  • 1903 views

Userlevel 1

For about the last week calls i make or receive, the other party can't hear me. It takes several attempts before getting a connection that works. I live in Belfast.

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Best answer by Michelle 12 March 2021, 11:26

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34 replies

Userlevel 8
Badge +9

Hello @gaultd,

I’m sorry to hear that.

Is that for a specific person?

The issue could be to do with their coverage also, if they’re in an area that’s got poor signal.

 

Have you tried calling 0333 003 7777, does the number connect right away and you can hear our automated message?

 

Mohammed

 

Userlevel 1

It's not a specific person, it happens with all calls.

It's very annoying as sometimes if I'm receiving a call and the caller doesn't hear me they hang up and don't call back. If the number is withheld I can't call them back.

Of course the problem occurs when I initiate the call also.

I have called 7777 from my mobile and hear the automated message.

Hello 

 

I am also having the same problem, when I ring someone they can't hear me but I can hear them, after a few attempts then they can hear me.

It isn't one particular person that I call I happens to most people I ring and also of the ring me this also happens 

Userlevel 1

Sofia, no one seems to be answering this.

I've only had one reply asking me did it only happen with a specific caller. Must think I'm brainless. I have answered and said no, it happens to majority of my calls with many different callers regardless of who initiates the call, me or the other person. Even if the other party is on a land line!

 

Userlevel 7
Badge +10

Hi @gaultd,

We don’t think you’re brainless, we just need to ask questions to narrow down the issues. Does this happen in other areas of the city, so around 2 miles or so away from your home?


Hi @Sofianoreen,

The same question goes to you too, does this happen in multiple areas at least 2 miles apart or have you only managed to try it at home?


Ryan

Userlevel 1

I can't be a hundred percent sure if I've experienced the problem more than two miles from home. I think I have but can't be certain.

Userlevel 7
Badge +8

Have you a postcode we can run a check on for you @gaultd?

 

Also, have you tried the SIM card in another handset to see if the problem persists?

 

Will

Userlevel 1

My postcode is BT15 5HE.

I don't have another handset to try the SIM in.

It's worked in this phone for 3 years and the phone has not been dropped or damaged in any way

Userlevel 7
Badge +8

Hi @gaultd,

 

Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual. From what I can see, this should be rectified within 48 hours. if not, please do get back in touch and we’ll investigate further into what’s going on and when things will start looking up.

 

Will

Userlevel 1

Thank you Will for your response.

As you can see from this thread I first raised the issue 11 days ago and had been experiencing the problem for at least a week at that time. Let's call it two weeks although it's more.

First question is, have the engineers been working on the local masts for two weeks?

Second question is, how come it's taken 11 days to tell me this work could be the problem?

Userlevel 8
Badge +9

Hello @gaultd,

We’d attempt troubleshooting where we can when an issue with coverage is raised, but can only see the mast status once we’ve got the postcode.

There are many factors as to the time it takes to resolve a fault, this is with the engineers with Three UK as we use their masts for our coverage.

Things like the mast being on private land etc, determing the fault can all be factors.

 

Mohammed

 

i have the same problem LE67 4PD. Can someone help ?

 

 

 

 

Userlevel 5
Badge +8

Hello @chirpy999 

 

We have checked your postal area and there are no reported issues.

Are you experiencing issues away from your postal area?

If you have WiFi at home, have you tried WiFi calling? https://www.idmobile.co.uk/help-and-advice/wifi-calling

 

Michelle 

iD Mobile 

 

Userlevel 1

Michelle thanks for your reply. The problems I experienced did not seem to be location based in that they occurred when I was at home and away from home. It seemed to be quite random in that the person at the other end of the call could not hear me at all. Thought there was no one there and hung up.

Usually on the second or third attempt the call worked.

I haven't experienced this problem in the last week or so, so I'm hopeful it has resolved itself.

 

Userlevel 5
Badge +8

Hello @gaultd 

It does sound like there has been a drop in the coverage whilst you had been on these calls.

If the problems persists, please do let us know and we’ll raise the issue with our Technical Team for further investigation.

 

Michelle 

iD Mobile 

michelle, hae enabled wifi calling ,rang someone no i provement. Wat is the next thing to try????

Userlevel 6
Badge +10

Hi @chirpy999 

Looking at the postcode (LE67 4PD)

No problems are being reported there locally at all.

Are you able to pop your iD Mobile SIM into another phone just to see if things work ok there?

If things are working fine with another phone then you might want to look at doing a Factory Reset on your phone to see if that helps with the fault here.

I’m having the same problem at the moment

postcode hu5 4hf

Userlevel 6
Badge +4

Hi @Brian crowther 

We can see that your local Mast has been affected from 9 AM today morning, this is due to be fixed by 3 PM today. If you are still having issues by then, please let us know.

-Mohsin

I have noticed when this happens if you put it on loud speaker it starts working. Turn off your bluetooth and it works OK.  Not great. Why should you have to do this to hear people calling...

Userlevel 5
Badge +8

Hello @Ronny5656 

 

Has this problem started recently or have you always had to place your calls on speaker and turn off your Bluetooth?

 

Michelle 

iD Mobile 

Tbf I often call people from home and I've noticed it a few times when the receiver clearly can't hear me. 

My friend recently switched to idmobile and left his keys in my van so rang me from outside my house and it came apparent that we couldn't hear each other... from both calling each other, testing the problem .  We turned loud speaker on then it worked and turned bluetooth off and it worked too.

 

I'm currently sourcing new sims as this isn't good at all

Userlevel 5
Badge +8

Hello @Ronny5656 

We’ll send you a private message on here so that we can verify your details and escalate this issue to our Back Office Team.

To view the message sent.  Simply click on your profile icon in the top right, then go to your private messages. 

 

Thanks. 

 

Michelle 

iD Mobile 

No thanks. You don't need any other info than what I've supplied. Other people have experienced the same problem so it's not a new unheard-of problem 

Userlevel 7
Badge +2

Hi,
Try going to Settings > Mobile Networks and turn off VoLTE calls. If have wifi calling on then try turning that off too! One other thing you could try, On a Samsung phone try Turning off Caller I'd spam protection.

See if that helps.

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