topic Re: Poor call quality on Z5 Compact in Z Series

Poor call quality on Z5 Compact

ddubs8699 — Fri, 27 Nov 2015 00:05:09 GMT

My partner and I have just gotten Xperia Z5 Compacts and are both experiencing really bad call quality. The caller on the other end is mumbly and sounds far away and during the call it jumps from being really loud to really soft, and the whole time unclear.

Is anyone else experiencing this and is there a way to fix this problem with settings?

Right now it's pretty much unusable and I'm going to have to return it if it can't be fixed. Believe it not I actually need to use my phone as a phone.

Re: Poor call quality on Z5 Compact

Samuel1 — Fri, 27 Nov 2015 07:38:51 GMT

Are you both using the same operator/carrier? Which one? I have not heard about this before actually so it seems very strange.

Re: Poor call quality on Z5 Compact

snapdragon810 — Fri, 27 Nov 2015 14:41:10 GMT

Please perform data factory reset and never activate the sounds options under settings, make sure everything is disabled and usually these sound setting make the sound worse than enhanced and better. Tgis happened to me and now it is fixed. I hear normal voice now when I call and receive calls and when I listen to music.

Re: Poor call quality on Z5 Compact

ddubs8699 — Sat, 28 Nov 2015 02:55:16 GMT

It's Telstra in Australia. My old phone was with Telstra and my current work phone (an iphone 6) and no issues. I am certain it is the phone and not the carrier. Ive only had the phone one week. I've read on other forums people have had this issue with earlier xperia phones and suggest turning off noise cancellation but I cannot find this option on the Z5.

Re: Poor call quality on Z5 Compact

ddubs8699 — Sat, 28 Nov 2015 03:26:54 GMT

BTW both phones have up to date firmware 32.0.A.6.170. There was no change in the call quality before or after installing the update. The caller voice is always metallic and robotic sounding.

Re: Poor call quality on Z5 Compact

wagge — Mon, 28 Mar 2016 21:23:46 GMT

Hi!

Me and my partner is also experiencing similar problems. The sound sounds distorted and as soon as the other party starts talking we hear a white noise in the background that disappears as soon as no one is talking.

We have had our phones for more than 4 months now and it has been a problem since day one. We have tested several firmware updates, headset and phones. It seems to be worst when we are talking to each other but it is noticeable when we are talking to other people as well. We are both calling within Sweden using Telia which is the biggest operator in Sweden. Both of us has used them for 15 years or so with several phones and has not noticed similar problems before.

Re: Poor call quality on Z5 Compact

wagge — Mon, 28 Mar 2016 21:26:45 GMT

My partner will likely switch phone if it is not fixed since it bugs her so much. I might stick around for a while due to the contract with the operator and that I like the phone otherwise, but I would also really like to see it fixed!

Re: Poor call quality on Z5 Compact

Naks — Tue, 24 Jan 2017 07:37:21 GMT

I've also experienced poor call quality since I got the phone in October 2016.

People are always telling me that I sound 'far away' when they call me or even when I call them.

I have found that disabling mobile data and Wifi when on a call improves the call quality greatly. Very inconvenient, but at least it's a workaround.

Re: Poor call quality on Z5 Compact

Jonas — Tue, 24 Jan 2017 08:15:17 GMT

Hi @Naks,

I'm sorry to hear about that.

Does this happen in every call that you make or receive? If it does, I would recommend that you test the microphone outside a call in the inbuilt Diagnostics test in the phone. Go to Settings > About phone > Diagnostics > Test > Microphone.

How does it sound in the test, do you hear yourself far away in here as well?

If everything is fine in the test, go back to Settings > More > Mobile networks > Preferred network type, change this to GSM Only and make a few calls and see if there has been any change for the counterpart.

Let me know how it goes!

Re: Poor call quality on Z5 Compact

Naks — Tue, 24 Jan 2017 08:38:42 GMT

Thanks @Jonas,

I just did the mic tests with everything off, then mobile data on, then Wifi on, then both on. The sound level/quality is all the same in all 4 scenarios, so I don't think it's the mic.

Switching to GSM only also improves the quality of the call, although not as much as switching mobile data off completely.

Re: Poor call quality on Z5 Compact

Jonas — Wed, 25 Jan 2017 11:29:21 GMT

Thanks for the update and for the great information!

In that case I would recommend, if you have the possibility to try with another SIM card in your phone, preferably from another service provider (operator) if you have a friend, colleague or family member that also uses a nano SIM but are using a different service provider.

Keep the preferred network type at LTE and don't turn Wi-Fi or mobile data off and make a few calls, if there is no change, do the same test as you previously did with turning mobile data off.

Let me know how that goes!

Re: Poor call quality on Z5 Compact

Naks — Fri, 14 Jul 2017 16:33:41 GMT

I switched to another SIM and that seemed to resolve the issue temporarily.

I have now switched the Mic to High sensitivity and this seems to alleviate the problem.

What is strange is that WhatsApp calls are perfectly fine, so it would seem this is a software issue on the Phone app?

Re: Poor call quality on Z5 Compact

Naks — Mon, 17 Jul 2017 11:59:56 GMT

Did a software repair this weekend (actually, 2, but that's another story), and still the issue persists.

Re: Poor call quality on Z5 Compact

Jonas — Wed, 26 Jul 2017 11:20:02 GMT

Hi again @Naks, sorry for the late reply, I have been out of office.

In this case, please get in touch with your Local support team so they can arrange a repair for you since the device has to be examined at an authorized service centre.

Feel free to keep me posted!

Re: Poor call quality on Z5 Compact

Naks — Wed, 26 Jul 2017 11:23:15 GMT

Hi Jonas,

Thanks, but what do I do while my phone is in for a repair? Will they provide a replacement phone in the meantime?

Re: Poor call quality on Z5 Compact

Jonas — Fri, 04 Aug 2017 14:15:25 GMT

Hi again!

This will be hard for me to answer since I work globally and service routines may vary between markets/regions so please raise this question with your Local support team. They are very well informed regarding service, warranty and so forth where you live and will be able to provide a much more detailed answer.

Re: Poor call quality on Z5 Compact

Naks — Wed, 25 Oct 2017 13:59:27 GMT

So... my phone's screen stopped working a few weeks ago, and I sent it for repairs (still under warranty).

Vodacom determined that a repair was not feasible and just gave me a brand new phone, and guess what - the call quality is STILL bad, with people still telling me that I sound far away and they can't hear me.

So it's not a software issue at all, it's just a defect on this model.

Re: Poor call quality on Z5 Compact

marcow — Thu, 02 Nov 2017 10:51:10 GMT

I'm having the same issue here.

On speaker the mic works fine, but a normal call is a problem.