Can't talk or hear on calls

[Truongm]

Just ported over two phone numbers from Rogers about 6 days ago and both lines started having this problem on day one where making a call, the person on the other end of the call can't hear me and I can't hear them. A restart of the phone will fix this issue but only for a few hours and then it'll start to happen again. It's starting to get worse because the frequency of restarts throughout the day is increasing.

Want to also mention never had this problem with both phones when we were on Rogers. We're using Samsung fold 3 and 4 with latest updates and stuff installed.

Any chance somebody has experienced this and what they did to get it resolved? I've called into support and they have not been very helpful. 

[BellKris · Accepted solution]

Hi there @Truongm, and welcome to the Community.

We're sorry to hear about the difficulties you've had thus far. Have you spoken to Tech Support and made a ticket yet?

Otherwise, could you share what troubleshooting steps you've taken beyond restarting your phone?

We'd also recommend taking a look at our page on Wi-Fi Calling as a potential solution.

Looking forward to hearing back from you.

[Truongm]

Yes, have a Tech ticket open since last Thursday. Was told turn-around time is 5 days. Called on the 4th day to have it escalated due to the increase in restarts needed. Have been told the ticket has been escalated and I'll get a call within 24 hours. Instead of getting a call from Bell, I've been the one reaching out for 3 straight days now with each response from the bell CS that I should get a call within 24 hours. At this point, we're on day 7 of having the ticket open. Frustrated at this point is an understatement and we're looking to change wireless providers.

Things we have tried:
- putting SIM into different phones

- factory reset of the phones

[BellAntgio]

Thanks for the details @Truongm , 

Depending on the cause of the issue, a higher delay may be possible before you would be called back depending on the type of verifications and escalations that would be needed.

With this being said, we will be happy to verify the details with you and help where we can.

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[dtuff1]

Any resolution to this problem (?), we're having exactly the same issue (can't hear callers sometimes or they can't hear us and restarting the phone (a Samsung S20 ported from Rogers where it was working fine) is only a temporary fix. Also can't check bell messages by holding 1 on the keypad (it seems to call but is just silent for a while and then disconnects - have to call the message centre from another phone to get in). Extremely frustrating...

[Truongm]

Hey, it's really unfortunate that you're getting this problem and I definitely feel your pain. It will be endless calls to support which will be of no help because the problem needs to be looked at by the technical team in which the call center people have no way to contact them. And so it becomes just waiting for the technical team to call you. I waited 5 weeks and never got a call.

It was so frustrating to talk to the support people because of the information that was being provided. 

[dtuff1]

(sigh) that's so annoying to hear...I'd avoided calling support for exactly those reasons. This is my 96 year old mom's phone and I'd moved her from my Roger's family plan to Bell to simplify (LOL) things as her other services are with them. The move itself was the most frustrating experience I've ever had with a provider, and she really relies on her phone. .. Thanks for the response.

[jyao039]

Having same issue, has bell acknowledged this issue at all yet? 

[m-zdero]

I am having this same issue. It started when I changed from physical to esim (so that I could have my work number on the same device).

Very frustrating.

[BellKris]

Hi there @m-zdero, and welcome to the Community.

We're sorry to hear about the difficulties. Could you take a look at the questions asked above? For the Community to be able to assist, we'll need to ask for you to provide more details.

Looking forward to hearing back from you.