Why can't I make / receive any calls on HTC One M8 after OTA update for Wi-Fi calling?

[Dan Nelson]

I accepted an OTA update on Mar. 31st to improve the Wi-Fi calling on my HTC One M8. After the update installed, I am no longer able to make or receive phone calls on the phone using either the cell network (T-Mobile) or over Wi-Fi. The speakers on the phone are also not providing any audio on any media (movies, music, internet, etc....).

I was running Marshmallow (6.0) prior to this update, and I have tried a few things already to bring the calling and audio back. I have wiped the cache, and the cache partition through the bootloader. I went through a recovery process from the bootloader. I then did a factory reset earlier today, still no ability to make or receive calls or get any audio. I've plugged in headphones to try and test the audio that way, but still no audio. I also tried the Bluetooth headset I have, and while I do get audio that way on all media, I still make any calls that way either.

I've sent some reports off to techs, but have not had much luck in finding the solution. Please help or let me know if this is a widespread issue. I've attached some screenshots of the error report if that makes any sense to anyone on this.

 

[aml1025]

I wish I could offer any advice. I can let you know that I took the same update on my T-Mobile phone and did NOT have problems. At least it's a data point to indicate the update is working for some.

 

[Soph0689]

I've been having similar issues for the past few days. This is the first post I've seen anywhere that seems even close to what I'm experiencing. Did you manage to figure out what the issue was? And resolve it?

My M8 can no longer make calls (the dialler freezes) or receive calls (the caller doesn't even get my voicemail - they just get the "your call cannot be completed as dialled" message). No sounds work (not even my alarm or sample ringtones). I can play videos that are saved on my phone (without sound because they doesn't work) but I can't stream any videos from YouTube, Facebook, etc.

I've cleared the cache. I've re-started in Safe Mode. And I've done a factory reset. Still the same issues. I called HTC and they think it's an issue with my carrier. I called my carrier and they've tried evreything including resetting my account - they think it's a problem with my phone.

This all happened (seemingly) out of nowhere. It just stopped working. My phone is set up to auto-update though so it's possible something updated without me realizing that caused this to happen. But nobody seems to be able to figure out where the issue is.

 

[Dan Nelson]

Never found out what the problem was. I called T-Mobile too and they tried something with the towers in my area, but that didn't resolve the matter. I think the problem is with the phone itself, but I wasn't willing to spend a ton of time with HTC to find out what the problem was. I strongly suspect the OTA update for "improving Wi-Fi calling" killed the phone's ability to make / receive any calls and produce any audio, but I haven't found many others with similar problems yet to make a broad complaint about this. My hope is that there is a solution somewhere, but I'm not sure where to go yet to find it.

 

[Soph0689]

Ugh. Yea, at this point I have a feeling it's an issue with my phone as well (vs. with my network). It's just so frustrating that nobody seems to be able to figure out where the problem stems from and that it happened out of nowhere (or from an update that was supposed to improve my phone...).

If someone tries to call you, do you see the incoming call and just can't answer it? Or does it not even ring for the person on the other end?

Anyways, thanks for the update. Please let me know if you find a solution! Or at least figure out where the problem lies.

 

[Dan Nelson]

I see nothing for any incoming calls, and no dial tone for any outgoing calls either. The phone freezes up for a while then shows me an error report, but I can't interpret what that is supposed to really mean. It would also restart every time I tried to force audio to come from a video on the internet or on my phone. The task of providing audio from the speakers was too much for the phone and it just re-booted every time. Frustrating .....