topic Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI in Z Series

xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

itsmehuey — Tue, 14 Oct 2014 13:21:59 GMT

I purchased an Xperia Z3, love the device but experiencing a MAJOR issue with voice calls being distorted when connected to WIFI. The person on the other side of the call can hear me fine but the line on my side of the call is all distorted and garbled. If I switch off WIFI or disconnect from WIFI then the voice calls work perfectly fine. The issue only occurs when I'm connected to WiFi. There seems to be multiple reports of this issue on Whirlpool forums and mainly for Optus customers. My partner's Xperia Z3c is also having the same issue. I returned one Z3 due to this issue and was given a replacement but the issue still persists on the replacement so I think there is a software issue that needs attention and needs to be fixed ASAP!

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

tooch — Tue, 14 Oct 2014 23:02:12 GMT

I'm having this exact same problem with my new Z3.

At my workplace in the Melbourne CBD, I'm unable to hear the other person on the phone at all if I'm on wifi at the same time. It's completely broken up and distorted, yet they can hear me clearly.

It's definitely not a problem with the provider (Optus also), as with wifi turned off there is no problem, and many of my colleagues in the same building are also with Optus and have no problem at all.

When I'm at home (approximately 20 km from Melbourne CBD), I can be on my home wifi and still make calls ok, so it appears to be maybe related to certain signal levels/frequencies?

Please look into this problem Sony, as the Z3 is a wonderful device and is almost perfect for my uses in every other way. Don't let this rather major but probably fixable issue mar an otherwise excellent flagship phone!

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

Rickard — Wed, 15 Oct 2014 15:40:44 GMT

Sorry to hear that you're having issues with audio during calls.

Can you please send me a PM with the following information and i will escalate this internally for further investigation:

Name:
Phone nr:
E-mail:
Country:
Operator:
IMEI nr:
Build number:

Could you also test if it happens regardless of network mode. Try GSM only and WCDMA only under Settings -> More -> Mobile networks -> Network mode.

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

itsmehuey — Wed, 15 Oct 2014 23:34:39 GMT

Just sent you a response, Rickard

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

travs — Thu, 16 Oct 2014 10:43:26 GMT

I've got this issue too and sent you a PM. Forcing the phone to GSM only "works" in the sense that calls are clear. When on LTE and Wifi active, it is all garbled at least for me.

This seems like a software issue; would love to get this fixed because I love this phone - other than this issue

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

itsmehuey — Fri, 24 Oct 2014 13:14:54 GMT

@Rickard - still no updates or solutions? This issue is starting to get very frustrating. Having to switch off wifi/switch to GSM everytime I need to make/take a call....

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

Mr_Lu — Tue, 28 Oct 2014 06:10:30 GMT

@itsmehuey Hello, very strange behavior, which software is runing on your phone? 23.0.A.2.93? The distrorted sound you experenced is from ear-speaker or loud-speaker?

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

itsmehuey — Tue, 28 Oct 2014 06:33:40 GMT

Correct, 23.0.A.2.93. It is occurring regardless of what I'm using - loud speaker, ear speaker, wired headphones, Bluetooth earphones etc..

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

Rickard — Tue, 28 Oct 2014 15:05:28 GMT

I don't have update yet i'm afraid. I will update this thread as soon as i have more information.

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

Mazinkaiser — Sat, 08 Nov 2014 03:12:07 GMT

Same problem here.

Regardless of LTE or Wifi I sound distorted to the people I call. My Boss just told me this morning I can't run meetings with this horrible sound. I told him I just got this phone and told me fix it. So Sony please fix it!

Android version 4.4.4

Model: D6616

Build 23.0.D.1.123

IMEI

Carrier T-Mobile

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

mysticstryk — Sat, 08 Nov 2014 19:34:43 GMT

Same problem here except it also happens with WiFi off.

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

nicearms — Wed, 12 Nov 2014 05:00:30 GMT

Thanks for starting this thread #itsmehuey. I have the same issue.

I also contacted Sony's Xperia helpline who said I could send the phone off to New South Wales to have it, "repaired," if a hard reset/restore/update etc. didn't help (which it didn't, unsuprisingly). Sending the phone off for a repair, which it seems would accomplish nothing at this point, could leave me phone-less for two weeks, which is something I can't afford to have happen.

I really hope Sony can fix this issue. It's suprising how frustrating and upsetting it is - the Z3 is otherwise such a fine piece of kit and it's such a shame this is occurring.

Please resolve this issue promptly, Sony!

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

MrB-in-Australi — Thu, 13 Nov 2014 19:58:49 GMT

My wife's brand new Z3 has same issue - on the Z3 you cannot hear the other person talking, but from the other end, the hear the z3 fine. Z3 is distorted / clips the sound. Problem is intermittent, but occurs on about 70% of calls. Carrier is optus. Optus replaced the phone, next z3 exactly the same. Optus replaced SIM, still same problem. Have tested all GSM / WCDMA / LTE modes; and Wifi on/off in all combinations. Problem appears to be reliably reproduced when wifi connected, regardless of GSM / WCDMA / LTE, however I won't declare categorically yet that it only occurs with wifi on (more experimenting required). I have a suspicion there is a comparability issue between z3 and Optus' network equipment. Is anyone experiencing this problem on a carrier other then Optus?

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

itsmehuey — Thu, 13 Nov 2014 22:22:05 GMT

Hey guys just out of curiosity, what modem/router is everyone using when they encounter this issue? I had my wedding last weekend and was connected to our hotel's WIFI and was able to make and receive calls perfectly with no voice distortion or clipping. I was connected to 4G as well. But when I got home and connected to my home WIFI modern/router it started to crap out again on voice calls.

Personally I'm using a Netgear DGND3700v2. Also in Optus too.

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

MrNB — Tue, 18 Nov 2014 01:40:09 GMT

I'm so glad I found this thread.

I have been experiencing the same issue since receiving my Z3. Able to make/receive calls, however when connected to WiFi I'm unable to hear the caller, while they can hear me. Have tried troubleshooting using other WiFi networks. Only solution I have found is to manually switch to GSM network when connected at home.

Have just had my phone sent back to me from Optus saying "they could not replicate the error".

A solution would be great, and probably save some poor innocent phone staff from a righteous bollocking.

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

Dark_Xperian — Sat, 22 Nov 2014 08:04:34 GMT

Offering my two cents... I initally had issues with popping, clicks, and sometime garbled voices on my end. I ended up calling Sony Support and they informed that VoLTE (Voice over LTE) was the issue. After I disabled this, the issue was resolved.

Also, with previous phone that have has Wifi Calling enabled, I also had issues. I've disabled this as one of my inital setting changes after getting the phone.

Maybe this might work for some of you?

Thanks.

Johnathan

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

itsmehuey — Sat, 22 Nov 2014 10:17:07 GMT

Thanks for your reply, Jonathan. Where can I find the setting to disable VoLTE? I don't see this anywhere in the settings. Could this be a regional thing? I'm in Australia

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

Dark_Xperian — Sat, 22 Nov 2014 21:27:48 GMT

@itsmehuey,

It may be a regional thing. But it's under Settings > Call Settings > Enable VoLTE.

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

nat2319 — Sun, 23 Nov 2014 08:07:05 GMT

Hi All, I am having the same issue!! When at home always connected to wifi through a net gear router and have the intemitent problem of not being able to hear people when making phone calls. After reading this forum I tried a test I made a phone call and half way through it connected to my wifi network then soon as it was connected I lost audio from the person on the phone by ear speaker, loud speaker and headphones. This is my 2nd xperia z3 after thinking my the first one was faulty and getting a swap from virgin mobile. Only today I have tried and seems like I can overcome this by having wifi off but it's too early too tell. I'll give it a few days and update this forum on what I find. I think the xperia z3 is a great phone however this issue is Extremely frustrating spend hours of my time trying to fix! I think sony should put out a statement or something of the like to stop people going through the same thing and not knowing what a earth is going on after hours on the phone and in store. It's pretty sloppy for a big company! Hopefully a fix is coming soon!!!

Re: xperia Z3 and Z3c Distorted Voice Calls When Connected to WIFI

itsmehuey — Sun, 23 Nov 2014 10:30:14 GMT

i think it may be a regional thing. on the optus/aus firmwares there is no setting for VoLTE.. nor do the Generic Global firmwares have it. Only firmware I've seen it on that is compatible with my phone is the Singapore (D6653) and I tried it, didn't do anything.