iPhone 7 Plus - Voice over LTE audio issues

Question

Level 1

25 points

iPhone 7 Plus - Voice over LTE audio issues

Is anyone else experiencing the odd badly distorted cellular call on iPhone 7 or iPhone 7 Plus? I believe the 4G signal is still on while these calls are happening so that's why I'm assuming I can point the finger at VoLTE but I could be wrong.

I don't get many calls so this may be a red herring: the problem seems to occur most when I'm receiving what I'd call a robotic call. That's one from a bank or other automated service.

The audio is inaudible. It is completely distorted like it's a scrambled/encrypted signal I'm listening to. I cannot make out what's being said and I cannot tell if the other end would be able to hear me clearly.

I verified this is a cellular problem when I activated WiFi Calling and triggered the same caller to call me again. The call came through perfectly.

I can also note that I've now had this happen on two iPhone 7 Plus units as I had to get my first one whole-unit-replaced.

I thought I read online that there was a known issue and that it was potentially fixed in 10.0.3, but I was already on 10.1 GM without knowing it was the GM yet. So if any fixes in 10.0.3 were rolled into the final then I already had them. So it may be different/further problems.

I have not yet attempted to determine if the problem affects calls over 3G or other type of cellular signal. My network provider is EE (UK) and they do VoLTE on iPhone 7/7 Plus. It could be EE's fault but I haven't checked with another type of phone which can do VoLTE.

Thanks in advance.

iPhone 7 Plus, iOS 10.1, 128GB, Jet Black

Posted on Oct 28, 2016 3:24 AM

Reply

Answer 1

Top-ranking reply

Justme114

Level 1

8 points

Nov 15, 2017 2:21 AM in response to Jaxnole

This sounds crazy but I too had been experiencing poor voice quality issues on my iPhone 7 Plus and I am on AT&T wireless. I was so fustrasted that these phones can do so much but have somehow lost the ability to do what they were “born” to do. Then, one day after playing around with the settings i shut off “Enable LTE” and my issues disappeared. My wireless signal became stronger (3 or more bars now) and I see that I am on a 4G network when making calls without being on WiFi. My voice calling issues have disappeared:) So - go to settings - then go to cellular- turn OFF the green light that indicates LTE is on and you are done. Try it and see if it works for you.

Reply

Answer 2

Jaxnole

Level 1

4 points

Nov 6, 2017 7:36 AM in response to mcnaugha2

Since husband and I purchased the 7 plus we have been experiencing these call problems. We cannot even get a quick chat in due to the audio being distorted or like a digital mess. Apple denies there is a problem and Verizon says it is not their issue. How can so many 7 plus users be experiencing the same issue and it not be the phone? So tired of this ****!

Reply

Answer 3

Aug 19, 2018 1:10 AM in response to mcnaugha2

I had issues with crackling speaker from earpiece distorted sounds. Turned off Voice of LTE and problem solved. This is a Verizon Wireless Issues. I also went through 2 phones and bot did it. Verizon You Suck!

Reply

Answer 4

chuck_3rd

Community Specialist

Oct 28, 2016 6:22 PM in response to mcnaugha2

Hello mcnaugha2,

Thanks for that info and choosing the Apple Support Communities. I know how important getting help with VoLTE and your iPhone is to you! Based on what you stated, it seems you may be experiencing issues with call quality that you have narrowed down to the VoLTE feature. Good news is there is some guidance on issues like yours:

Get help with VoLTE call issues

If calls drop frequently or call quality is poor when using VoLTE, try turning off VoLTE. If calls improve with VoLTE turned off, get help from your carrier. To turn off VoLTE, go to Settings > Cellular > Cellular Data Options > Enable LTE and tap Data Only.

Make phone calls with Voice over LTE (VoLTE)

Cheers!

Reply

Answer 5

mcnaugha2 Author

Level 1

25 points

Oct 29, 2016 6:05 AM in response to chuck_3rd

Just did some tests there. I can confirm it's incoming VoLTE calls only. If I dial out via VoLTE it's fine. If I turn 4G to data only then calls are fine as they switch to 3G.

I checked out my 4G signal. It's 3 out of 5 with VoLTE on. It jumped to 5, briefly, when I switched VoLTE off and then dropped to 4 out of 5. I am in an area which is well flooded with 4G provision. The signal tower for my flat is within a few hundred yards.

i performed the tests with my landline phone in another room and set off my iPad playing music. I live alone so no one else to help me. Lol. The iPhone is by the window for these tests in visual range of the 4G cell tower. So only glass between phone and signal.

i used to be an Apple consultant and I work in high-end IT still to this day for a local authority as part of the infrastructure team. My work headquarters is in a town 20 miles away and it's an EE corporate customer. There is a 4G cell tower again within a few hundred yards of my office window and the problem occurs there too. So it's not as though it's just an issue with the 4G provision near my home.

This is my second iPhone 7 Plus and both exhibited this issue. Both before and after restoring my backup. I find it hard to believe this is an isolated issue. So I don't think any reset will help here. This is either an Apple bug or an EE issue.

you could try receiving a VoLTE call to see if you get the distortion. Switch off your wifi to be sure and monitor the signal is still 4G when you accept the call.

Reply

Answer 6

braden85

Community Specialist

Oct 29, 2016 12:57 PM in response to mcnaugha2

Thanks for replying and that additional info, it really helps! Since you have narrowed this down to only incoming VoLTE calls, your next step is to contact EE and they can help troubleshooting this feature of their network.

Quick links to all Help sections for EE, Orange and T-Mobile
Wireless carrier support and features for iPhone in Europe

Have a great day and thanks for using the Apple Support Communities!

Reply