Help Call quality very sub-par (not signal strength)

[Rippin508]

I too am having the some problems as others have mentioned here. I have called Verizon Tech Support and have a "file" open with them. I have already tried to reset the phone, pull the battery, *228 etc with no luck. Most of my calls I have at least 3 bars.

I am going to the Verizon store tomorrow hoping that they will be able to shed some light on this problem. If this problem continues, I will have to go back to a Blackberry.

Just an update to my previous post, I called this morning to get a status update for my help ticket. Tech support informed me that while doing diagnostic checks on their end, there is indeed a problem with my phone.

According to them, these phones are back ordered until June 2nd. As this being my only phone, cell, home and work, I will need to find either an old phone to use or replace the Incredible with something else such as a Blackberry. I do need to have access to my email and messages so a smartphone required.

Wondering what to do...

 

[colnago]

Did they give any insight as to the cause...bad radio, loose antenna, software, settings?

 

[c_aus]

I tried the suggestion given a couple days ago by tech support of wiping the device. After backing up everything (minus a few apps that did not get caught, still not sure what I am missing), the calls do sound a little more clear. It's only been a couple days and I am trying to make the effort of making every call with the ear piece, but it might be worth a shot if you don't want to wait on a new one to be shipped.

 

[SMBrill]

I just received a call from HTC saying they are acknowledging the problem and working on a fix. They did not have a time frame.

 

[BetterMost]

I've had my Incredible since the 29th (yes, I had to wait) and it is been fantastic except for one important thing - call quality.

I know everyone in here has been discussing signal strength and bars, but I've been experiencing very poor quality in calls. It only seems to be the audio I'm hearing (people on the other end say I sound fine) that is bad - with everything from little 1 second "scuffs" (sounds like someone blowing on the phone mic), to 1 second moments of silence while someone is talking, to what sounds like auto-tune on the person's voice. When there isn't distortion the person sounds kind of muffled. Many times even the audio of the ringing cuts out a couple times or sounds distorted when calling someone.

Anyone on here experiencing a similar issue? I stopped by my local VZW store to which the technician didn't feel there was a problem and refused to replace my phone (although they had no new phones anyways). I've done a hard reset to remove any apps that may be interfering with the calls and it's still the same. Also have tested at least 50 calls in several areas of Rochester, NY (30ish mile radius) over the past 4 days.

I think its more of a network issue with the handset than a sole handset issue.
Same goes for the rebooting. You know its a network issue when Verizon says they are having a re booting issue in the Carolinas and not anywhere else. It sounds to me like the Verizon network and the Inc are just not always playing nice together.

 

[Rippin508]

Did they give any insight as to the cause...bad radio, loose antenna, software, settings?

Unfortunately, they did not give an exact cause.

 

[ayanlang]

I just received a call from HTC saying they are acknowledging the problem and working on a fix. They did not have a time frame.

A fix just for you, or a fix for all phone owners with problems?

I'm so relieved to find this thread. Had my Incredible for a week, couldn't believe how bad the call quality was. Thought it was just because I'd never used a smartphone before (I only had bricks & flips) and you had to make allowances... but I just got off a call where I had to ask my friend to repeat every other sentence because she sounded like she was talking through a ball gag at the bottom of a well. Got fed up, did Google search, found I'm not crazy. Awesome.

 

[Brewtran]

iPhone problem?

Has anyone else noticed that the poor call quality is related to iPhones? When I speak to iPhone users, the quality is terrible. Other phones (even other ATT phones) seem to be fine.

 

[SMBrill]

The fix will be for all phones, but it may be just related to signal strength, not voice quality. They also don't know when it will be released.

 

[dm33]

I switched from an iPhone. Haven't generally noticed issues with voice quality. I'm ecstatic that I've never dropped a call and always have coverage. Thats the big change for me.

 

[paulpot]

Went to Verizon over a week ago. They pushed a hybrid prl but the signal still suck eggs. There is a major problem with the Incredible antenna. HTC just admit it your phone is flaw.

 

[paulpot]

A fix? Are they saying the weak signal is a software issue rather than hardware? Seems dubious...anyway, I wish HTC would post some kind of official statement. HTC r u hearing us? We would sleep better at night if u release an official statement

 

[colnago]

A fix? Are they saying the weak signal is a software issue rather than hardware? Seems dubious...anyway, I wish HTC would post some kind of official statement. HTC r u hearing us? We would sleep better at night if u release an official statement

It "could" be software related...update was released for iphone in an attempt to alleviate connection issues:

Straight from AT&T: We’re working on reception problems, but it’s your fault


As far as the iphone being the cause of reception issues on AT&T, there is the possibility that its related to the phone, as other carriers, in other countries, report the same:

Apple, AT&T mum on iPhone 3G issues | Apple - CNET News

http://nexgenphone.info/2010/01/02/iphone-reception-issues-plague-o2-too-updated-with-atts-response/

 

[tranceFusion]

iPhone problem?

Has anyone else noticed that the poor call quality is related to iPhones? When I speak to iPhone users, the quality is terrible. Other phones (even other ATT phones) seem to be fine.

I have talked to several friends also on Verizon, and it sounded like complete garbage. The only time it sounds fine is if it is a landline..

 

[wase4711]

having the same problem with our 2 incredibles...is there an official statement or printed acknowledgment from HTC yet?

 

[chimpy]

You guys are nuts if you think HTC is going to issue a press release saying that their phones sound like shit.

It's like AT&T announcing "hey look our network drops calls all the time".

It'll never happen.

 

[midas123]

My call quality was OK, 2 bars, dBM around -100, PRL Version was 51827 ---- I did the *228 and hit number 2 to update my roaming. When it was finished the phone automatically restarted --- Result, my version did change to PRL 51866, I still have 2 bars however my dBm improved to -86 give or take a little, and the call quality did improve.

 

[android94123]

Well, I went to a Verizon store in San Francisco to test the voice quality on the Incredible. It was sub-par -- it really doesn't sound that good. It's "muffled."

I listened on two different Incredible handsets. I compared the voice quality to my trusty old Nokia 2128i. The Nokia sounded fine -- call was clear. Then I tried a Blackberry Tour -- it sounded great. Then the Motorola Droid -- it sounded very good/great. But not the Incredible.

The Incredible sounds muffled, as if the codec/data rate it was running was lesser quality... I made many calls, and the same result each time. It seems as if it's being bandlimited moreso as compared to the others... there's less hi-fequency info. there, and it also I believe sounds more compressed (dynamic range, that is) as well.

Not sure about the signal strength -- it was two bars on the Incredible. My understanding is that doesn't mean much. It was 5/7 bars on my Nokia. But none of this matters. I tried all handsets from the same location.

Too bad, otherwise I though the Incredible was fantastic.

Perhaps I'll wait for the Moto Droid 2.

 

[barrister89]

I just received a call from HTC saying they are acknowledging the problem and working on a fix. They did not have a time frame.

Good. Maybe we're making progress. On Thursday, I sent and email to HTC support describing the problem. Haven't heard from them yet, but received a confirmation number that my email was received. I urge everyone else who is expiencing call quality issue's to do the same.

HTC - Support - Customer Service - Support via e-Mail

 

[wase4711]

just sent them a note as well..

I found out these phones are made by UTC/Starcomm, and only marketed by HTC, so, getting some sort of fix or firmware update for the phone call problem might be even more of an issue then you would think...

 

[Harley51]

Reported issue to HTC. Their response...

Thank you for replying with that information. We have been tracking the trends of this issue to determine the source and will be working to address this in the next MR (ROM update). Thank you for your patience and assistance with this, and I apologize for any inconvenience you may have experienced. Philip HTC Technical Support

 

[INTREPID-NY]

That's Nice. That is what Verizon told me as well. I hope this doesn't take months.

 

[tranceFusion]

Ended up porting back to AT&T. I had already sold my iphone, though, so I am using an old Motorola v365. Man, this thing sounds GREAT. It smokes both the iphone and the incredible... it sounds as good as a landline. I can't believe what I have been putting up with since I switched to smartphones.

I wish they someone would offer data-only plans for phones.. then I would be rolling around with 2 devices - a smart phone for data/text and a dumb phone for voice.

anyway, I hope they can get the call quality resolved on this soon, or a new android device comes out that can actually be talked on... I feel cut off from the world

 

[c_aus]

Just an update to my previous post, I called this morning to get a status update for my help ticket. Tech support informed me that while doing diagnostic checks on their end, there is indeed a problem with my phone.

According to them, these phones are back ordered until June 2nd. As this being my only phone, cell, home and work, I will need to find either an old phone to use or replace the Incredible with something else such as a Blackberry. I do need to have access to my email and messages so a smartphone required.

Wondering what to do...

So, what happens if you're a new customer waiting on that replacement phone that is back ordered, and you decide after you receive the replacement that it just isn't working out for you. If you got the phone on April 29th, you're over the 30 day trial period. Are you locked in to the contract at that point, even though you had to wait weeks for the replacement to become available?

 

[Rippin508]

Returned my phone yesterday as instructed by Verizon Tech Support as it was deemed defective. Still don't know what I will do next. I borrowed a BB from a buddy for now because I need access to email and messages for work. But I need to return it in a week.