Caller can't hear me.

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card-connect asked Oct 11, '16 beau-archibald answered Mar 15, '19

Caller can't hear me.

Downloaded Ring app to Iphone 6s Plus. When a call comes in the caller can't hear me. I can hear them though. If I push the keypad on phone they hear that on the callers side but cannot hear my voice. Any Ideas?

phone

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alfred · Nov 24, 2017 at 12:01 AM

I am able to hear the visitors, but visitors cant hear me. I have uninstalled and reinstalled the app. I have changed WiFi and turn on and off cellular data to no avail. Please help.

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saadetswift16514 alfred · Nov 27, 2017 at 02:37 PM

Hey Alfred,

It's possible that this is network related. I would suggest contacting support so we can troubleshoot and get down to the root cause.

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Answer 1 · 2016-10-13T17:03:00Z

angeheb9493 answered Oct 13, '16 mike Deactivated commented Nov 27, '17

I'm having the same exact issue. Incoming caller cannot hear me, or claims my voice sounds very low/far away even though the volume is at its highest. I can hear them perfectly though. They seem to hear me when I put them on speakerphone but cannot pick up every call on speakerphone. Very frustrating.
* I want to add that I am on an iPhone 6s with Verizon. This problem isn't occurring with colleagues on T Mobile or AT&T.

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mike · Oct 14, 2016 at 05:47 PM

Can you please provide more details? It sounds like your issue may be a little different. having low, or faint volume would be different than none at all. This could be an issue with the volume settings on the device (maybe on the other users end).

Here's a thread from Apple that shows some possible solutions: http://www.iphonetopics.com/iphone-6-plus-volume/

If all the settings seem correct, but you are noticing this on specific calls, ie. Verizon only. then please open a support case and include call samples with dates, times and numbers.

Mike

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Answer 2 · 2016-10-18T22:05:13Z

vacuum-store3356 answered Oct 18, '16 mike Deactivated commented Oct 23, '19

Me too. Been going on for a few months now. Lately it's been more of them hearing me but I can't hear them. 2-3 times a day. When they call back it connects. Happened more on my desktop phone than my mobile.

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mike · Oct 18, 2016 at 10:12 PM

If you find it happening on the desktop app vs the mobile app then that would most likely indicate a network issue. For any voice problems it's always best to check the router configuration. If everything is correct and this still occurs, then capture the date, time, and the phone numbers involved and open a support case for escalation.

Network requirements

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Answer 3 · 2016-10-18T22:27:15Z

card-connect answered Oct 18, '16 mike Deactivated commented Nov 27, '17

Ok I figured it out... when I downloaded the app to the smartphone, the app did not ask to use the microphone. I deleted the app and reinstalled it. When I did the microphone permission pop up appeared. It now works fine.

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mike · Oct 18, 2016 at 11:00 PM

Great. Thanks for the follow-up!

For anyone else who may have this issue. You can check your phones speaker/mic settings by going to Settings > Audio and you'll see drop-down menus where you can select your microphone, speaker, and ringer options.

Mike

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Answer 4 · 2017-06-27T12:52:37Z

robin-melone6003 answered Jun 27, '17 J.B. Ferguson commented Nov 11, '19

Callers cannot hear me when they call or when I call. It happens from the app on my computer and from my phone. I have adjusted and tried different VOIP settings. I have adjusted the volume settings. I have adjusted the microphone settings. I have uninstalled and reinstalled the app and the phone app. Nothing has worked. I am cancelling my account. This service is terrible.

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J.B. Ferguson · Jun 27, 2017 at 01:06 PM

Robin,

Have you or your IT personnel set up the network router configuration for QoS (Quality of Service) properly? This is almost always the reason that you experience the issues you are facing.

This Knowledge Based article will point you in the right direction:

Here's an additional resource for you regarding QoS.

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J.B. Ferguson · Jul 06, 2017 at 09:20 PM

Robin,

Both those links worked when I placed them there, but that was a week ago. I copied them straight from my browser, which was obviously on the non-404 page when I found the information for you. RingCentral, as well as other sites, may occasionally change pages and URLs for them.

I'm not sure if you are aware but on the RingCentral home page there is a search dialog which allows you to search for many items including their blog, their Knowledge Based articles and more.

Try these instead (again these work as I paste them here now):
https://support.ringcentral.com/s/article/VoIP-Connectivity-Issues?language=en_US

https://support.ringcentral.com/s/article/9233?language=en_US

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robin-melone6003 · Jul 06, 2017 at 08:59 PM

Both of those links go to Error 404. Not helpful. You should check your links.

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Answer 5 · 2017-12-04T19:02:20Z

lawrence-thaler8035 answered Dec 4, '17 saadetswift16514 commented Nov 18, '19

bump. the indicator on the desktop app shows almost no sound level on the mic input. the computer sees the input fine.. this is on a mac

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saadetswift16514 · Dec 04, 2017 at 07:25 PM

Hey Lawrence,

Please open up a case so we can troubleshoot with you.

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Answer 6 · 2018-01-10T15:44:51Z

Vera Tiny Dozier answered Jan 10, '18 saadetswift16514 commented Nov 18, '19

The caller said they can hear there voice with an echo, but cannot hear me talking to them.

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saadetswift16514 · Jan 10, 2018 at 03:48 PM

Hello Vera,

This could be network related - please open a case with us and include Call Samples so we can look into it :)

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Answer 7 · 2018-10-02T15:15:58Z

karalyn-hipsley12038 answered Oct 2, '18

About half of my callers cannot hear me (about 30 calls a day) I have tried using the RC Phone and the RingCentral app and both have the same results. The speaker on my phone is fine, it's a new iphoneX and i am heard very clearly when I'm not using these apps. I have tired reinstalling these apps and the apps have permission to access my microphone. I am literally yelling into my phone and I cannot be heard. Please help before I lose my voice.

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Answer 8 · 2018-10-02T22:11:47Z

justin-blair12057 answered Oct 2, '18

This afternoon I started getting issues with callers not being able to hear me. I can hear them, but for them every other word cuts out. It's not my carrier, my regular call service works perfectly fine. It's only the app. It's not a latency issue, no faults with internet or wifi, and we have no packet loss. I have tried reinstalling, logging out, rebooting devices, you name it. Please help.

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Answer 9 · 2018-10-02T22:14:16Z

saadetswift16514 answered Oct 2, '18

Hello Everyone,

If you're experiencing issues, please contact our Support Team so we can troubleshoot. There are multiple things that could be causing the issue.

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Answer 10 · 2019-03-15T00:54:40Z

beau-archibald answered Mar 15, '19

Yeah been frustrating

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