How to troubleshoot poor sound quality during a phone call

Last Update date : 2021-12-29

If you experience poor in-call sound quality, such as noise or the other party's voice being cut off, it may be an issue related to your cell coverage or your device's settings. Follow the guide below to solve the issue. 

Before you try the recommendations below, be sure to check if your device's software and related apps are updated to the latest version. To update your mobile device's software, follow these steps:

Step 1. Go to Settings > Software update.

Step 2. Tap on Download and install.

Step 3. Follow the on-screen instructions.

Check if your carrier covers the area you are in

If you experience poor sound quality in certain areas or locations, it may be due to a weak signal on your device. Check that your carrier provides consistent cell coverage in your area.

A broken SIM card may affect call quality. Check your SIM card for any damage, and make sure that it is properly installed.

 Insert ejector tool into hole next to SIM card tray  Insert ejector tool into hole next to SIM card tray

Step 1. Turn off your device and insert the ejector tool into the small hole next to the SIM card tray. The ejector tool is provided upon purchase.

 Eject SIM card tray  Eject SIM card tray

Step 2. Eject the SIM card tray.

 Inspect SIM card and reinstall  Inspect SIM card and reinstall

Step 3. Inspect your SIM card for any damage and reinstall it.

Note:

  • The SIM card tray position may differ depending on device model.
  • To test your SIM card, contact your mobile carrier. If there's another device nearby that is using the same carrier, you can test your SIM card with that device.
  • If the issue persists after reinstalling a valid SIM card, try rebooting your device. You may have to reboot more than once.

You may be able to troubleshoot the in-call audio issue by simply force restarting your device.

 Power off device by pressing Volume down and Side key  Power off device by pressing Volume down and Side key

Step 1. Turn off your device by holding down the Volume down key and Side key, then selecting Power off.

 Press and hold Volume down and Side key  Press and hold Volume down and Side key

Step 2. Once the screen goes black, press and hold the Volume down key and Side key.

Release keys when Samsung logo appears Release keys when Samsung logo appears

Step 3. When the Samsung logo appears on screen, release both fingers from the keys.

Note:

  • Volume and Side key locations may vary depending on the device model.

Note:

  • Check the in-call audio quality after each step.
  • If you followed the steps listed above but the issue persists, your device may be physically damaged. Please check the Support Center for relevant information.
  • Device screenshots and menus may vary depending on the device model and software version.

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If you are experiencing difficulties with your Samsung mobile, tablet, or wearables, you can send us a question in the Samsung Members app. Find out more about sending an error report.

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