Intermittent call quality problems

[piersypalmer]

Since getting my XZ on Wednesday, I've had several people comment that I appear to sound very distant (or become silent) intermittently during calls; they can still hear background noise apparently, but it sounds like I've either moved a very long way from the mouthpiece or I've covered it with my hand (neither is actually happening). 

Having had a quick Google, it seems this is a relatively frequent problem with Sony handsets. Perhaps it's true of other Android handsets too, but it was certainly never an issue with my previous Blackberry Priv. 

The Google search suggested that turning off noise supression was a possible solution, but there's no option to do that as far as I can see. 

As I say, this has happened on several occasions, whether I've had full 4G signal, or been connected via my femtocell (with a super-fast fibre connection). 

I know the ability to make calls seems to be quite low down the list nowadays, but it's quite important to me. Any ideas?! Other than this, it's a lovely handset!

[Uliwooly]

Could you test it in >>> safe mode

[piersypalmer]

Thanks for the reply - I've not tried it in safe mode yet, but what I have done is left myself voicemail messages (I don't have friends) and I could hear the problem in a few messages...but not all. I then started to cover and uncover the secondary mic, but it seemed to make no difference....the sound would still drop out but not with any correlation to whether the secondary mic was covered.

A bit more googling suggested turning "Ok Google" off, which I've done and so far the problem's not happened again. Whilst it makes no sense that something like "Ok Google" could make a difference, neither did the thought that Sony would knowlingly release phones with this problem, so it does seem to make sense to me that it's a non-Sony-software related issue. I'll see how I get on.

I guess running in safe mode would stop all apps like Ok Google from running?

[piersypalmer]

Well, I tried it in safe mode and the problem remained. I've since done a factory reset and haven't installed any other app at all...and still I have the problem. 

Disappointing. Think it's going to have to go back. 

[Uliwooly]

Time to contact your Local support

[bobco]

Hello GilesyW1,

it seems that i have absolutely same problem. How did you fix this problem please? It was required to visit SONY service center or it was only software discrepancies.

Just for info: Phone was bought on Slovakia store.

[AntCW]

I had intermittent call quality too even though signal on phone showed good. I took phone back to retailer for a replacement and no longer have issue with current phone