Noise cancelling cuts out my kids voices in video calls on new Fairphone 5

Hi,

I have a very annoying problem with my new Fairphone 5. When doing video calls (tested for Whatsapp, Signal and Google Meet), the voices of my two kids are noise cancelled out. It can be up to 100% or sometimes a bit less. Making calls with friends and relatives are super annoying for the kids and everyone involved.
The voices can be heard when recording video. I also tested all three mics independent of this and all seem to be working fine. I assume some software filters high frequency sounds for video or audio calls over messenger software when using the phone. Calls over network are working ok, though. Also, when I use a bluetooth headset, the voices are heard ok. But that’s just a bad work-aorund.

I was on a Fairphone 3 before and had no problem at all. I also already contacted the support but all troubleshooting tips didn’t help yet. But it is an open case, so I am waiting if they come up with more ideas.

Any suggestions? I already tried a lot of “turn off clear calling”, “turn off wifi calling” and some similar things. Nothing worked.

Thanks!
Marcel

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Hey Marcel,

I’m having a very similar issue and have not found a solution yet. It might be worth it reporting this problem to Fairphone themselves

Thanks,
Thijs

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Thanks, good to know I am not the only one.
I already contacted Fairphone about this and it is an ongoing support case. The first troubleshooting ideas didn’t help. So I am waiting for the next response by Fairphone.

I have some random ideas about this, maybe someone is interested in testing this out. It is just for fun.

  • Did your child talk very close from different directions to the phone though it is a video call?
  • Can you put (a) finger/s on 1 or 2 mics?
  • Can your child speak with a deep voice for fun?
  • Could you record the voice of your child and rework the pitch level and play both audio files in a call and maybe even find a cutoff frequency?
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Hey
was there any progress in how to solve that … I have the same issues - Kids are on VC calls cannot not heard … just the movement of their lips :frowning:

Thank
Jan

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I have the exact problem.
It was not only in Signal and Whataspp, but it also happened using the normal phone call.

I use my phone to call with my kid my parents. this “feature” makes the Fairphone 5 useless for me.

I also had a FP3+ before - and there was no issue like that

If I record a video, the sound is normal.
But my kid talks on the phone really quiet. and it’s cut out completely

I sent now the support also a request. let’s see.

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Can confirm, just had a Signal call with a kid on a FP5, they have to speak up loudly so I can make out the words.

Let us know if there is any feedback

Please also open a ticket (report to support).

no answer from support yet!

Perhaps you could try the Live chat and have your ticket number at hand.

all 3 audio tests work as expected…

but I’m in an online chat, with one of the support.
they are aware of all this and it’s flagged.

Step 1: Update

Make sure to update to the latest software: Fairphone OS v.157 (Build number FP5.TT4D.A.157)

The release of some updates may be delayed by up to a few weeks. This depends on your country and phone carrier.


Step 2: Disable 4G Calling and Wi-Fi Calling

Fairphone 5 is technically capable of using 4G Calling and Wi-Fi Calling, also known as VoLTE and VoWi-Fi. However, we might still need to complete the partnerships with your phone carrier. To exclude this as a possible root cause, please try the following:

  1. Go to SettingsNetwork & internet → Mobile network → (Optional) Advanced.
  2. If 4G Calling (VoLTE) or Wi-Fi Calling (VoWi-Fi) are listed in your options, disable them and retry.
  • These settings may be named differently or hidden, depending on your phone carrier. If they are hidden for you, switch the “Preferred network type” setting to 2G or 3G.

Step 3: Service test

  1. Open the Phone app.

  2. Dial ##2886##** in the same way you enter a phone number to make a phone call. Once the last character is introduced, the Service Menu appears (be patient, this can take a few seconds).

  3. Select Manu.

  4. Tap on Audio. This test covers all audio components. The first three tests are for the receiver and the speakers. You need to select PASS for them to be able to continue to the microphone tests.

  5. Then you’ll reach the three tests for the three microphones. To do the tests, tap or move your finger over the hole of the tested microphone. You should be able to hear the result through the receiver/speakers.
    It’s best to run these tests without a case on the phone. The microphones look like small holes in the frame of the phone and are located in the following places:

  6. mic 1 is on the bottom of your Fairphone 5, to the left of the USB port when the screen is facing you.

  7. mic 2 is on the top of your Fairphone 5, on the top right of the phone when the screen in facing you.

  8. mic 3 is on the left side of the phone, opposite the power button/fingerprint sensor. It is most often used for loudspeaker and video calls.

  9. Let me know the results from all the microphone tests. If one of them fails, you’ll still need to select PASS to go to the next test.


Step 4: Test with a Bluetooth or wired headset

Test if using an external microphone resolves the issue. You can test with a wired headset and/or a Bluetooth one.

Once done with this step, you won’t need the headphones for troubleshooting again.


Step 5: Safe mode

Reboot your phone in Safe mode and repeat the service tests from Step 3.

In Safe Mode, downloaded apps are temporarily disabled to help you identify the cause of an issue. In our article on Safe Mode, go through the steps and make sure to read the Important notes. You can easily exit Safe Mode by restarting the phone.


Step 6: Additional information

  • Share the results from the service tests.
  • Did anything change while performing the troubleshooting steps above?
  • Are you experiencing the issue in every condition or during a specific one only (regular calling, speaker calls, recording videos or audios, data calls with some apps…)?
  • Is there anything else you’d like to share about the troubleshooting steps?
  • Also, if not specified already, please share which network provider(s) you use, and the country where you are experiencing the issue.

I was talking with the live chat
and they said, it’s really important, that everyone with that issue reports it (via email) so they see how big the numbers are.

he also told me, it’s also a problem on Google Pixel. Issues with High Pitched/Children's voices and Google Pixel 7 Pro Microphone - Google Pixel Community

and that in Zoom there is an option to “use original audio” without noice cancelation.
we should try that too, to see if that helps.

but please everyone, report via email to the support!

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