Calls break up when saying numbers

[Lisa3]

Has anyone experienced call breaking uo when trying to say numbers or a post code? 

Callers can hear me speak but starts to break up as soon as I start to say numbers 

[Top9]

Having this issue now. Did you ever sort it?

[JonathanB]

Hi @Top9,

Is this also with a Samsung device, and specifically when reading our numbers/letters, or do you mean general distortion? Let us know a bit more about your experience and we'll do our best to help.

Thanks,
Jonathan

[Jillon3]

Hi Lisa, I have the same problem and it seems to be because of the pauses we make between each letter/digit. The mic seems to need a bit of wakeup time before it sends. I find that if I keep the noise flow unbroken eg by saying "yes?" between each digit, they can hear me OK. It seems to be some kind of delay around sound being recognised, recorded and dispatched so the first few milliseconds of whatever you say is not transmitted. I'm also Samsung and Three.

[JonathanB]

Hi @Jillon3,

That's a good theory, "noise cancelling" on the mic seems a likely explanation, the next step for testing a problem like this is to try to prove whether it's the phone or if the local network is a factor here.

I see on your other post you've mentioned using eSIM, so that makes it far less likely that a SIM swap will be relevant, however, are you able to test another SIM from a friend or family member in your phone? (I assume your phone still supports physical SIMs as well as eSIM) I wonder if the same problem will happen, which would help point to the phone as the cause, rather than the network.

I'd normally suggest putting your SIM in another phone if possible, but I think that'll be a bit more awkward with eSIMs, as you don't want to be transferring that back and forth between multiple phones.

Let me know if you're able to check this theory out.

Thanks,
Jonathan

[PeteG]

Hello, Lisa. 

Welcome to the Three Community. 

To confirm, you only experience breaking up on the call while saying number and postcodes, but anything else within the conversation sounds clear? 

Pete. 

[Lisa3]

Hi yes only with numbers or numbers from a post code it's very strange but also very annoying 

[PeteG]

That's quite strange. What kind of phone are you using? 

Pete. 

[Lisa3]

It's a samsung, it's almost like a security feature for numbers. I know other people on three that have same problem 

[KateS]

Hey @Lisa3,

Thanks for confirming.

I'm not aware of a known issue or security feature that would be causing this.

Do you have Wi-Fi calling enabled on the device? Is this when you're dialling a specific number or all numbers in general?

Thanks,
Kate