Caller can't hear me.

  • 49
  • 2
  • Question
  • Updated 9 months ago
  • Answered
  • (Edited)
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?
Photo of Card Connect

Card Connect

  • 92 Points 75 badge 2x thumb
  • confused

Posted 2 years ago

  • 49
  • 2
Photo of Mike

Mike, Official Rep

  • 91,080 Points 50k badge 2x thumb
Is there a chance you bumped the "mute" button?   Did this happen on just one call?  If it's on all calls, go ahead and try to reinstall the app.

If it continues, test it again using a wifi signal and again using the phones/carriers data signal.  If it works on one but not the other let us know. 

Photo of AngeHeb

AngeHeb

  • 14 Points
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. 
(Edited)
Photo of Mike

Mike, Official Rep

  • 88,864 Points 50k badge 2x thumb
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

  
(Edited)
Photo of Vacuum Store

Vacuum Store

  • 198 Points 100 badge 2x thumb
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.
Photo of Mike

Mike, Official Rep

  • 91,080 Points 50k badge 2x thumb
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


Photo of Card Connect

Card Connect

  • 92 Points 75 badge 2x thumb
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.
Photo of Mike

Mike, Official Rep

  • 89,076 Points 50k badge 2x thumb
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

(Edited)
Photo of Robin Melone

Robin Melone

  • 120 Points 100 badge 2x thumb
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.  
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 30,850 Points 20k badge 2x thumb
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:
https://success.ringcentral.com/knowledge/TOCArticleRendererPkb.apexp?id=kA2340000008dTl&lang=en...+

Here's an additional resource for you regarding QoS.
https://success.ringcentral.com/knowledge/TOCArticleRendererPkb.apexp?id=kA280000000Gri4&pubstat...
Photo of Robin Melone

Robin Melone

  • 120 Points 100 badge 2x thumb
Both of those links go to Error 404.  Not helpful.  You should check your links.
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 30,850 Points 20k badge 2x thumb
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://success.ringcentral.com/articles/RC_Knowledge_Article/VoIP-Connectivity-Issues

https://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/9233


Photo of Alfred

Alfred

  • 60 Points
I am able to hear the visitors, but visitors can’t 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.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,106 Points 20k badge 2x thumb
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. 

  
Photo of lawrence thaler

lawrence thaler

  • 60 Points
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
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,054 Points 20k badge 2x thumb
Hey Lawrence,

Please open up a case so we can troubleshoot with you.
Photo of Vera Tiny Dozier

Vera Tiny Dozier

  • 60 Points
The caller said they can hear there voice with an echo, but cannot hear me talking to them.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 35,336 Points 20k badge 2x thumb
Hello Vera,

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