Crackling or silence on the line... neither is good

  • 3
  • Question
  • Updated 4 years ago
  • Answered
I just finished a one hour call in which I had no problems with my phone. I tried to make another call and the phone was silent - no dial sound, no sound when the other person picked up. I tried calling another phone in the house, with the same result, silence. One one of my attempts to call the other phone in the house I got a bunch of crackling on the line and could hear someone saying "hi". I tried taking out the battery and SIM card and now I just get garbled crackling. What's up??
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb

Posted 4 years ago

  • 3
Photo of Jorden

Jorden, Mobile Master

  • 33,404 Points 20k badge 2x thumb
How many bars of reception are you showing? What phone do you have?
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb
four bars of reception, Samsung Nexus S
Photo of Kaitlin Alexander

Kaitlin Alexander

  • 142 Points 100 badge 2x thumb
I also have a Samsung Nexus S and am having exactly the same problem.
Photo of Robert

Robert, Mobile Master

  • 106,744 Points 100k badge 2x thumb
I had a similar issue with an iPhone. The earpiece was defective. Try plugging some headphone and make a call! If it works, then you know it's something related to your phone and not Koodo!
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb
I have already tried using a headset - same results.
Photo of Robert

Robert, Mobile Master

  • 106,744 Points 100k badge 2x thumb
Some site suggest this app named SoundAbout or a factory reset of your phone! But before, try switching to speakers too!
Photo of Kaitlin Alexander

Kaitlin Alexander

  • 142 Points 100 badge 2x thumb
A headset isn't fixing things for me either. Neither is removing the battery or SIM card. All other sounds are working on my phone, and texting is fine.

The fact that we are experiencing the same problem at the same time on the same model of phone seems to suggest that the issue is with Koodo rather than our hardware.
Photo of Robert

Robert, Mobile Master

  • 106,744 Points 100k badge 2x thumb
Mine works fine... I have an S4. And if it would be Koodo related, it wouldn't be cellphone specific! You tried SoundAbout?
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb
S4 is not S... so not a good comparison. Yes, I believe it could be phone specific because it could be software specific. Thank you for the suggestion of SoundAbout, but why would I install some random software to fix a problem that should not exist? I repeat, I just finished using my phone and had this problem appear when I tried to make another call.
Photo of Kaitlin Alexander

Kaitlin Alexander

  • 142 Points 100 badge 2x thumb
I just tried SoundAbout, no luck.

The problem could definitely be Koodo-related but only affect certain models of phones or certain OS versions. I am running 4.0.4, what about you Paula?

If it's not Koodo-related it is quite an extraordinary coincidence, since neither of us has had this problem before today. The best bit is we can't even call customer support :)
Photo of Kaitlin Alexander

Kaitlin Alexander

  • 142 Points 100 badge 2x thumb
Also, I am a prepaid customer (as opposed to monthly) - how about you?
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb
I am also running 4.0.4, which is not the latest operating system, but is the latest update pushed by Koodo. I might try updating my operating system tomorrow, too tired right now. It is definitely not unheard of for just one model of phone to randomly stop working: http://gizmodo.com/5459636/nexus-ones...
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb
Nope, monthly - but that should not affect anything.
Photo of Kaitlin Alexander

Kaitlin Alexander

  • 142 Points 100 badge 2x thumb
Okay, I sent an email to Koodo customer support asking them to take a look at this. Hopefully it will be fixed overnight!
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb
Cool, thanks for letting me know.
Photo of Paula Claudino

Paula Claudino

  • 190 Points 100 badge 2x thumb
It looks like the latest available OS from Kodoo is Jellybean 4.1.1, but it is not appearing when I select "check for updates"... also my phone does not seem to know its own phone number anymore. Very odd. Have you tried checking for updates?
Photo of B2theden

B2theden

  • 2,626 Points 2k badge 2x thumb
To update you have to get samsung kies.
Photo of Seldom Seen

Seldom Seen

  • 60 Points
I am also having the same issue with the crackling or silence on the phone. Everything else is working.
Photo of Aman Bhayani

Aman Bhayani

  • 82 Points 75 badge 2x thumb
Same! I have the exact problem. I also own a Samsung Nexus S. Updated to Jelly Bean.

If this all happened within the same few hours would it not be an issue from Koodo?
Photo of Ivan

Ivan, Mobile Master

  • 96,634 Points 50k badge 2x thumb
It's likely not a Koodo issue. If it was it likely wouldn't be limited to one specific phone model.
Photo of Matthew Kneebone

Matthew Kneebone

  • 70 Points
I have a Nexus S as well and this happened to me last night. Still not working today!
Photo of Ivan

Ivan, Mobile Master

  • 96,634 Points 50k badge 2x thumb
I would advise every single one of you to call in. If this is an issue on Koodo's end, it helps if more people call in so that the issue can get properly investigated.
Same for me... :( Yesterdays, either when I call er receive a call, I get crackling of silence. My phone is a Nexus S with jelly bean. Like Paula Claudino, my phone doesn't know is own number. Everything else is fine.
I tried a factory reset and the problem is still there....
I'm gonna call Koodo today, I recommend to everyone else with the problem to do the same.
Photo of Robert

Robert, Mobile Master

  • 106,744 Points 100k badge 2x thumb
If it's not on Koodo's end, I would recommend

1) Factory reset, maybe it's hardware related (marc-olivier confirmed that a factory reset does nothing)
2) Update with Samsung Kies
Photo of Louis-Phil

Louis-Phil

  • 70 Points
In Kitchener-Waterloo:
My partner and I both have Koodo mobile phones, Google Nexus S. Neither she or I have been able to hear clearly, if anything, when receiving or dialling out. We both have full bars.
Photo of Louis-Phil

Louis-Phil

  • 70 Points
Ivan, how does one call in when we don't have land lines? Cause this issue make using either of our Koodo mobile phones impossible since 8 pm last night. That is more then 13 hours without full service.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
If you don't have a land line and you don't have service on your cell phone, you will need to get a hold of another phone(friend/family member/Koodo Shop) and call in.
Photo of Myke

Myke

  • 45,090 Points 20k badge 2x thumb
Garbled crackling is generally an issue with either the microphone or the speaker in the phone, which would mean it's an issue with the phone. If the phone is under warranty, bring it in to a Koodo shop to send away for repair.

This conversation is no longer open for comments or replies.