My old and my new...

As you know, my Galaxy Nexus suffers from the "issue"

While on a phone conversation that has been fine for at least 2 minutes, the other party suddenly hears a series of beeps, garbled speech, then nothing.  The phone call is still active, and I can still hear everything the other party says.  The phone call continues until the other party or I hang up.

So, what did I do?  I called Verizon customer support and described the situation.  Verizon assured me they had never heard of such a thing but did offer to let me soft reset the phone to see if that would fix the issue.  Nope...  Verizon asked me to conduct a hard reset, but the hard reset did not prevent the same "issue."  Verizon asked me to reset and not install any software (apps) to see if the "issue" was fixed.   The "issue" still happened about 80% of the time.

The 4.0.4 update came out on June 5, 2012 for my phone.  I updated immediately, but found the "issue" remained.  I turned off LTE, but the "issue" remained when the device (can't call it a phone...) was set to CDMA only.  Verizon then asked that I do a reset, but the "issue" remains.

In trying to get a solution for the many of us with this issue, I started tweeting various Internet dignitaries, Tech writers, and company employees (Verizon) regarding our "issue."  The "issue" is documented well, but let me write it out for you...

While on a phone conversation, the other party tells me they hear a series of beeps, garbled speech, then nothing.  The phone call is still active, and I can still hear everything the other party says.  The phone call continues until the other party or I hang up.

Clear?

Read it again... Please.

Again, this happens while the Nexus is set on LTE + CDMA or just on CDMA.  It happens when the wifi is on or off. It happens on stock handset set-up or fully loaded handset with applications. Soft reset and hard reset do nothing to prevent the "issue" from reoccurring. It happens when the phone is in SAFE MODE...

Here are a few threads where this is discussed:

1.  Code.Google - http://code.google.com/p/android/issues/detail?id=24019

2.  XDA Developers - http://forum.xda-developers.com/showthread.php?t=1545621

3.  Android Forums - http://androidforums.com/samsung-galaxy-nexus/472451-vzw-other-person-cant-hear-me.html

4.  Productforums.Google - http://productforums.google.com/forum/#!topic/mobile/bhhO8QkS3iQ

5.  Community.VerizonWireless - https://community.verizonwireless.com/thread/759860

6.  Android Central - http://forums.androidcentral.com/verizon-galaxy-nexus/145757-can-you-hear-me.html

7.  Galaxy Nexus Forum = http://www.galaxynexusforum.com/forum/galaxy-nexus-general-discussion/1112-mic-issue.html

8.  Droid Forums - http://www.droidforums.net/forum/galaxy-nexus-general-discussions/189519-voice-call-problems.html

The "theories" go from DTMF tones to SIM card issues.  The SIM I am using works just fine in a Razr MAXX, but the issue continues if I move it to the GN-not a SIM issue in my opinion.

Not sure about the DTMF tones, I'll have to go look them up...

As I've mentioned, I'm not sure the problem isn't the Via chip in the phone and/or its interaction with software and/or Verizon's towers...  See here

"Wait," you say... "You said issues..."

Why, yes I did.  Thanks!

When my Galaxy Nexus came back from Samsung, I know have a second issue: Crackling audio from phone during phone calls.  Now when I am on a phone call, the other party's voice sounds crackly.

The speaker used to play music is fine.  Again, this is audio from a phone call.. ARG!

Thanks (I should have stated that earlier...).

C

"That isn't possible." or Why I'm "wrong..."

Verizon has approved a phone to be sent to me to replace the Galaxy Nexus, and tech support says there is no automated way for them to see if a "like new device" is available unless I call so they can check.  This is a huge waste of time for everyone involved...

Let me explain... No, there is too much.  I will sum up...

I call 611 and get a tech.  I tell them my issue, and they look at the account.  I ask whether an like-new device is available, and they tell me what I am saying was approved isn't possible-I'm wrong.

I explain the issues from the beginning.  I give dates when the agreement was reached.  I tell the person on the phone the name of the individual who approved the swap, and I give the them the person's ID.

I'm told again that no such note/approval is on the account.  This goes on for a good 20 minutes.  I usually say, "I don't want to fight, but I've called before and had the same conversation with a tech.  If they search enough, they find the note made to the account on (date). If you search enough, you too will find it."

I'm told it isn't possible and perhaps the person was speaking "off the cuff."  Really?  Please make a note to the account that I have never lied to Verizon, and everything I have told Verizon has been verified by Verizon...  Please stop telling me I am wrong, imagining things, or making things up.  Really...

I would say half the time the person I have on the phone is not willing to find the note-they simply do not think it is within the realm of possibility that I could be right or stating a fact.  I'm told the will have someone will have to call me...  Except for the Verizon automatic poll-call, I hear nothing.

I usually remain calm and full of humor during the calls, but I am finding it harder to not get frustrated when I have to spend 1 hour each time I call to see if a like-new replacement is available to be shipped out to me...

Will Verizon hire me to write a python script to improve their call time efficiency and improve their customer service experience?  I'm game...

Surely I am not going to have to call daily to find out if a like-new replacement is available & explain the issue each time I call...  I surely don't want to spend 1hr of my time (or of Verizon's time) dealing with what I think should be such a simply process.

Anyone have an opinion?  I feel pushed, by Verizon, to leave Verizon...  To call and be told I'm wrong, I'm making things up, or I'm misunderstanding what is possible...  I never get an apology when the Verizon employee finds the note, and I really think I would apologize and put the note in a place where it would be easier to find...

I shouldn't have to talk to a tech supervisor to get an update.  Having to explain the issue and the process 3 times isn't working for you or me...  Please fix this...

Anyone else having this issue?

My SWAG...

I just feel like it is time for me to chip in...

My SWAG (Scientific Wild Assed Guess) about the issue described on thus blog are a combination of software (Google), hardware (Samsung), & network (Verizon).

Why do I assume this is the issue?

The issue occurs in "Safe Mode.". This means stock Android (and other stuff). No third-party apps should be involved.

The via chip in the Galaxy Nexus is also in the Charge & Stratosphere.  A phone I used prior to the MAXX (great phone) was the Stratosphere-that had the issue!  I assumed the issue was a dropped csll, but then I read http://mobilecentral.binaryoutcast.com/News:Article/2012/07/08/The_Radio_Performance_Disparity_of_the_Galaxy_Nexus_on_GSM_and_CDMA

Hmmm... Sound about right?

If it is a Via chip/network/software issue, the chip may not work as well with specific equipment (thus more issues in NC, MN, CO, & CA) perhaps due to software not working well (driver/kernel) on particular network equipment.

I have no idea... That SWAG seems pretty thin...

What say you?

Summary... before deciding next action to take...

After returning from the Verizon store in December, 2011, I turned on and started setting up my Galaxy Nexus!  Oh, nice phone...

Upon turning it on and setting up the e-mail that is required, I am notified of an update.  I had been told 4.0.2 would be out and ready to go when I got home...

After the update and the set-up process was finished, I added apps (I moved from an AT&T Captivate-whose GPS, I must add, never really worked...).

I made some calls, and I noticed what I called a microphone issue.  Namely, after about a minute on the call, I'd hear the other party say, "Are you still there?  Hello?!  Hello?  He must have ..."  click.

I called back a client this happened to, and the client stated, "I heard a series of short beeps, garbled audio, and then nothing."  I could hear everything they were saying, but they could not hear me--so I assumed it was a microphone issue.

I went on-line (isn't that what we do these days?) to see if others were reporting "the issue."  I found several links on several sites (See summary of them http://2-sidedcoin.blogspot.com/2012/06/galaxy-nexus-issue.html). No known solution.

Some of the issues reported were from GSM variants of the phone.  Although, I feel as if the CDMA version is affected more than the GSM version.  Perhaps this is an error as I focus on Verizon-my provider.

I called Verizon...  You know the story from there.  They sent me three other Galaxy Nexus phones, and all 3 had the issue.  I ended up buying another phone (at a reduced rate) so I could talk to clients-it is hard enough starting a business in this economy...

I kept the Nexus because Verizon stated a fix was forthcoming (this was end of January).  February, March, April, ...  Finally, the 4.0.4 update arrived in June, and I applied the update!  The issue remained.

Steps I've taken to identify the issue:

1.  Removed all apps not sent with original phone (I call this stock V Android for GNexus);
2.  Enable wi-fi, BT off, LTE/CDMA set as networks, and issue occurs;
3.  Disable wi-fi & BT, use LTE/CDMA... issue occurs;
4.  Disable wi-fi & BT, use 3G (CDMA) only... issue occurs;
5.  Boot into safe-mode and repeat 1 - 4... issue occurs.

After all those steps, Verizon agrees to replace it with a phone of my choosing.  I am nervous about a Samsung (the SGSIII) since my Captivate's GPS never really worked and because my Nexus can't be used to make calls.

I call Samsung support and get a trouble ticket and send the phone to Texas for "repair."  I get the phone back (2 weeks later) stating they "replaced component" (without stating which component was replaced).  Samsung states they "hooked it up" and found a "dropped call issue."  I never complained about a "dropped call issue," but perhaps that is what they call my issue...

I boot up, and I am hopeful it is fixed.  I notice I have a "scratchy" audio out of the phone's speaker.  Great, an issue I did not have when I sent the phone in to Samsung for repair...  Furthermore, the issue occurred on the first phone call lasting over 2 or 3 minutes (with a client, no less).  I call back, apologize, and let him know I'll call from a land-line as soon as possible...

I call Verizon back.  They are willing to let me have a new phone, great.  I call Samsung to let them know their "repair" didn't fix the issue.  The Manager I spoke with was polite, but all he could offer was for me to send the phone back so that he could "replace the whole motherboard." I'd be out of a phone, and I can't get a new phone from Verizon if I send in my Nexus for review.

What did I ask for?

I asked Samsung to send a technician to North Carolina, and I stated I'd lend him/her my phone.  Let him/her stay here for two weeks so that he/she can get enough data to report back to Samsung.

What have people said?  Basically, I have heard the following 6 potential causes:

1.  DTMF tones;
2.  Communication via reverse channels with LTE;
3.  VIA chip;
4.  Microphone malfunction;
5.  Network (Verizon) or left-over tech from Alltel or other acquisition;
6.  Android software issue; &
7.  SIM card.

Of the above, I don't think it is a SIM card. I've used my SIM card in a DROID Razr MAXX, and I've never had the issue happen when I'm using my MAXX.  Therefore, not a SIM issue.

How am I supposed to find out what is the cause?  I tried to use OpenSignal, but I only have 1 tower near my house, an LTE tower that always seems to have a strong signal.  Happens when I'm at home.

What could I "dump?"  What logs do I have that would be useful?  Why isn't Samsung or Verizon asking for them?

Where I sit today...

I am tired.  I am trying hard to get Verizon, Google, and Samsung to step up and spend a small amount of cash to get techs in the field.  This really is the only way they are going to solve this issue.

I am not sure I want a Samsung phone, so I may just hold my "credit" open so I can get a free phone when Verizon comes out with a new device I want...  If, If they come out with a device I want...

The SGSIII seems nice, but the bootloader is locked-the Nexus is open-what I bought it for, and I don't feel as if I should be penalized when I didn't cause the problem with the phone, network, or software...

People have complained to the FCC, to various Attornies General, and to I think everyone should read their Verizon Contract where you waived the right to class-action status…  

Where are you?  What provider do you use?  Still have the issue?  Has your issue ever been solved?  Did it go away while you were in one of those states where the issue happens less (not NC, MN, CO, or CA)?

How can such a small population of affected users get appropriate relief without a lawsuit?  I'm asking Google, Samsung, and Verizon to step up, be responsible corporations, and deal with an issue that is making them all look horrible to those affected.

1.  A "Google-experience" device = Galaxy Nexus;
2.  A Samsung Galaxy Nexus phone; &
3.  A Verizon phone sold with their service.

How are 1 - 3 looking anything but bad?  If this is a "Google-experience," give me Apple or Microsoft.  If this is Samsung, give me Nokia.  If this is Verizon, give me another provider...

Out of the three, Verizon, at least, is offering me a new phone and, perhaps, a car dock to make up for the money I spent on the Google-experience Samsung-made Verizon-sold & Verizon Branded Galaxy Nexus.  Out of the three, only Verizon is stepping up to the plate to try and make me, the customer, happy.

Samsung at least tried to fix it, and they are willing to try again.  It could be the problem is NOT hardware related, but I think Samsung should send a tech here to find out.  How else will Samsung know with any certainty?

Google?  Where is Google?  Silent.  Shame on them.  A Google-experience.  Right... Eric Schmidt would be proud...

Summary...

I've got to decide whether to send it back to Samsung for a "complete overhaul" which, basically, means a new motherboard. What to do about a new phone or hold the credit for a phone that may be introduced later.

Choices, choices....

Samsung failed to fix the issue...

As you know, I sent my phone to Samsung for repair of the issue-http://code.google.com/p/android/issues/detail?id=24019 that is also covered http://forum.xda-developers.com/showthread.php?t=1545621...

They did replace a component, but they are unable to tell me what component they replaced.  Nice...

The issue still exists and occurs on this phone.  Samsung states they put the phone "through the ringer" (my words, their description) and found no issue with the device-none.

Let me tell you, there is an issue with the device.  I don't care if it is hardware (Samsung), software (Google),  network (Verizon), or a combination of some or all of those causes.  The user should not be made to wait and determine what is wrong with a "smartphone" that is not able to make phone calls that last until the conversation is over and the parties hang up...

I am so frustrated with Samsung (Please send it back so we can look at it again...). Verizon does offer me an upgrade to a new phone (heck, take your pick.  They will agree to any device.).  Google has said nothing, and I must admit that I am disappointed (not that they care, they don't). This was a "Google" Nexus device, and mine can't make a phone call (neither could any of the other 4 Verizon sent me).

Perhaps it will take a lawsuit, but Google, Samsung, and Verizon will all be pointing at each other.  Oh, joy...

Galaxy Nexus back from Samsung...

On my way home from work, I find my replacement phone (a Motorola Razr MAXX) gives me this message when I dial a number

Your plan does not include long distance or international calls.  Please dial *611 to ...

Really?  After all of the issues I have, Verizon goes and ... does what exactly?

I call Verizon, and the "computer" tells me I am on my Samsung phone (no, no I'm not...).  I sense a disturbance in the force...

The tech picks up her line and asks for information.  After the "pleasantries," I tell her the issue.  She says, "All of our plans have long-distance and international calls..."  Yes, I know...

You see, the data Verizon has in their computer system does not correspond to my IMEI or the model I am using.  Actually, little technical details in their system match my phone or the details of my phone...

She says no changes have been made since I last called Verizon.  I assure her that while her system shows "no change," a change has occurred. I walk her through the logic, and she agrees.  IT is called, and I have another trouble ticket...  Oh, joy...

The Galaxy Nexus is back!  I will be calling tech support on Saturday morning to verify they have no issue with me putting my SIM in the GN for testing...

I will have an update sometime early next week.  If the "repair" has fixed the issue, I will post here, on XDA, and at code.google.com (Issue 24019).  The paper (there was only one sheet) that came with the phone only states "component replaced" and does not describe which component was replaced.  I will be calling Samsung on Monday to inquire which component was replaced if, and only if, the phone appears to be "issue-free."

Have a great weekend!

Samsung responds

I did go and send my Galaxy Nexus to Samsung's repair facility in Plano Texas.  Here is the e-mail from Samsung:

"Original Problem: TECHNICAL INQUIRY - CALL QUALITY (RX/TX) - DROPPED CALLS

Problem found: DROP CALLS

Solution: REPLACED COMPONENT"

When I get the device back on Friday, I will be using it to find out whether their repair worked.  If the repair work, I will be calling Samsung to find out what "component" Samsung has replaced/repaired.

I am not sure why Samsung calls the issue a "dropped call" when the issue happens since the phone call is still active and doesn't end until one of us on the call hangs up.

Expect an update this weekend or early next week.  Happy 4th of July / Independence Day!

C