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Original topic:

S9 speaker phone cutting out on call

(Topic created on: 19-03-2018 12:39 PM)
Bev2
Journeyman
Options
Galaxy S9 Series

I have just been talking on a call and the speaker phone kept cutting out and then returning. Can you help?

1,408 REPLIES 1,408
djleecharles
Voyager
Options
Galaxy S9 Series

Okay 

 

So further to your advice I've made a more *serious video* which is all about going to these forums if you have the problem. With a link to the forums added to my comments below the video

 

 

 A new video with a link to this forum discussion 

 

:smileyhappy:

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Div
Voyager
Options
Galaxy S9 Series
The link takes me.to my uplpads on youtube...u might wanna share another link..cheers
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Doddy
Explorer
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Galaxy S9 Series

Just sent a summary of my experiences to Click, the BBC tech show.  Have enclosed links to a number of forums around the world, inclkuding all the testing I have done, and suggesting they, the media, may want to investigate and challenge Samsung.  I said I was happy to demonstrate at any time, all they need to do is call me because I never have a call when this does not happen at some stage!!

alesmira82
Helping Hand
Options
Galaxy S9 Series
Cool, let's hope BBC will make it public, so Samsung will have no other choice than admit publicly and indicate when it will correct it.
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djleecharles
Voyager
Options
Galaxy S9 Series
Made 8 calls today every call has dropped

Its driving me mental!!
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Jon67
Apprentice
Options
Galaxy S9 Series

Same issue here in the UK on the EE network. Sound drops out for several seconds on both ends of the call. 

I used my sim in a Moto G5 while I was waiting for a replacement phone and had no issues whatsoever.

The new replacement S9 arrived and has exactly the same issue even with the latest software update installed that was supposed to have rectified it.

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AntS
Moderator
Moderator
Options
Galaxy S9 Series

Hi all.

 

To update you, our official statement on this is:

 

“At Samsung, customer satisfaction is core to our business and we aim to deliver the best possible experience. We are looking into a limited number of reports of Galaxy S9/S9+ voice call dropping issues.”

 

We’re definitely keen to get more details from Community members who have reported this issue, and would like to thank all of you for your contributions here – please keep them coming.

 

This particular Community is supported by the UK and Ireland teams, so for now I’ll be sending PM’s to the UK/Ireland Community members I’ve spotted who’ve reported calls dropping or muting on their S9|S9+, to get some further details that will help give a context on the situation for us.

 

For the non-UK/Ireland folks, please get in touch with your local Samsung customer service teams/Communities to report the issue you're experiencing (if you’ve not done so already).

alesmira82
Helping Hand
Options
Galaxy S9 Series

@AntS wrote:

Hi all.

 

To update you, our official statement on this is:

 

“At Samsung, customer satisfaction is core to our business and we aim to deliver the best possible experience. We are looking into a limited number of reports of Galaxy S9/S9+ voice call dropping issues.”

 

We’re definitely keen to get more details from Community members who have reported this issue, and would like to thank all of you for your contributions here – please keep them coming.

 

This particular Community is supported by the UK and Ireland teams, so for now I’ll be sending PM’s to the UK/Ireland Community members I’ve spotted who’ve reported calls dropping or muting on their S9|S9+, to get some further details that will help give a context on the situation for us.

 

For the non-UK/Ireland folks, please get in touch with your local Samsung customer service teams/Communities to report the issue you're experiencing (if you’ve not done so already).


So, to recap, the official statement from Samsung is that you don't know yet what the issue is (if SW or HW) and above all how to solve it, this is why you are still asking to users to report to customer service team and community. I was personally hoping you were already working on a patch, but from your answer it seems clear that you need the people as troubleshooters while you should be already able since weeks to troubleshoot using your own test devices seeing that it happens randomicly on all S9+/S9 devices. I cannot imagine how you put on the market a phone that doesn't properly phone, it is like the Quality checks were missed to rush the phone on sale, I don't know. Would you consider a partial refund for people seeing that, from your answer, the resolution is still way far to come?

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Yusufvali
Explorer
Options
Galaxy S9 Series

Hi 

 

thanks for replying - from what i know - its not a limited number of devices. There are people here who are on 3rd or 4th handsets still with the same issue. I have reported my issue to Samsung tech and also the Samsung store, and in truth no one really wants to help. Not sure why its taken such a long time for anyone to acknowledge this issue, but if you look at your own forums and others on the web, this seems to be an issue worldwide, and its not limited to a small amout of users.

 

Lets hope samsung can either fix the issue, or start offering replacement handsets to all those affected

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Bev2
Journeyman
Options
Galaxy S9 Series

Just tweeted again (last week @Samsungsupport refused to answer my questions about problems)

 

@SamsungMobile @officialsamsung @S9Samsung @SamsungUK Any update when the fix will be ready for the thousands of S9 users whose sound keeps dropping on phone calls? #DoWhatYouCant - make phone calls!!

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