Resolving Call Audio Issues (for Android Devices)

Note: These troubleshooting steps are for Android phones purchased from TextNow. For TextNow SIM card users, click here for our troubleshooting articles specific to SIM cards.



If you're experiencing audio issues with your TextNow service (such as a delay in audio, calls being dropped, or sound being distorted), try these troubleshooting tips:

Ensure TextNow is up to date 

Based in part on feedback from our customers, our engineers are constantly making improvements to our TextNow app and services. Often, many issues regarding call quality can be fixed simply by updating the TextNow app to the most recent version, which will include all of our latest up-to-date enhancements and bug fixes. 

Please connect to WiFi before starting the update to avoid using up your data plan, and read our Support article on how to update your TextNow app for more details.

Check connection strength

Do the call audio issues you experience happen more frequently over 3G, LTE, or WiFi?

  • 3G/LTE: Click here to check the coverage map of your area. We recommend proceeding to Steps 3 and 4 of this process regardless of your coverage, however a stronger signal in the area will always result in better quality audio.
  • WiFi: Connect to different WiFi networks and retest the calls. This might be an indication of a poor WiFi network, in which case you will need to disconnect your phone from the poor WiFi network.

Complete PRL/Profile Update

Completing this step will ensure your phone gets the most up-to-date information on available cell towers it can connect to.

For non-Samsung devices and Samsung devices running Android version 4.1.2 (Jelly Bean):

  • Connect to WiFi, if possible. Keep mobile data ON.
  • Go to the Settings of your phone > System Updates > Update PRL (phone may reboot)
  • Go to the Settings of your phone > System Updates > Update Profile (phone may reboot) 

For Samsung devices running Android version 4.4 or above (Kit Kat & Lollipop):

  • Connect to WiFi, if possible. Keep mobile data ON.
  • Go to the Settings of your phone > More tab > System Updates > Update PRL (phone may reboot)
  • Go to the Settings of your phone > More tab > System Updates > Update Profile (phone may reboot)  

For Nexus S devices:

  • Connect to WiFi, if possible. Keep mobile data ON.
  • Go to the Settings of your phone > About Phone > Network System Updates > Update PRL (phone may reboot)
  • Go to the Settings of your phone > About Phone > Network System Updates > Update Profile (phone may reboot) 

 For Nexus 5 devices:

  • Connect to WiFi, if possible. Keep mobile data ON.
  • Go to the Settings of your phone > More > Cellular networks > Carrier settings > Update PRL (phone may reboot)
  • Go to the Settings of your phone > More > Cellular networks > Carrier settings > Update Profile (phone may reboot) 

 

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Comments

  • Avatar
    Trace wesley

    I ordered phone a couple days ago and haven't heard anything back from y'all

  • Avatar
    Kevin TextNow Support

    Hi, Trace!

    According to my system, you phone is on it's way and should get to you on Monday. I'll resend you an email with your tracking information - look for that email soon!

  • Avatar
    Blaise Yerian

    I had them last year I m willing to give them a another shot hopefully they mad improvements

  • Avatar
    Kevin TextNow Support

    Hi, Blaise!

    We have indeed made many improvments to our TextNow service over the past year, and we're working on improving it even more! Remember you can always test out our app for free over on our downloads page, here: www.textnow.com/downloads

  • Avatar
    Ricky Webb

    call problems are all i've had with this service. right now i'm using the retention plan which is 100% free. i'm absolutely frustrated here. the updates do nothing for me. i just got off of three calls which were ivr/automated systems. for the first i had to hit the repeat confirmation option three times. for the next the call disconnected before i could complete a car payment which required a call back. for the third the call kept dropping and i had to restart the entire process until the third attempt to get a confirmation number.

    textnow staff are great at customer service but the service is awful. one more time i'll be contacting a nice agent and attempting to cancel service. wish me luck!

  • Avatar
    TextNow .

    Hi Rickey,

    Thanks for reaching out to TextNow Wireless support. We are very determined to assist our customers when faced with technical issues. I see that you called in and spoke with Valeria and Rafael which has lead to initiating an engineering escalation. We definitely want to resolve this for you. Having a dedicated team to review all of the technical aspects and develop a resolution for you is part of how far we are willing to go for a customer.

    As soon as there is an update on your case we will reach out to rectify the issue.

  • Avatar
    Christine Robinson

    My phone hasn't worked right since I got it. Dropped calls, can't hear people,you name it, just poor service all around stop charging my card,your technical support is no help at all.

  • Avatar
    Kevin TextNow Support

    Hi, JT:

    I'm very sorry to hear your having troubles with your TextNow phone! I'm going to have one of my agents give you a call this afternoon to help troubleshoot the problem, and we appreciate your patience. We hope to talk to you soon!

  • Avatar
    Amber Massie

    I just got a phone for myself and one for my husband a week ago and i started out with total excitement but now i am so disappointed and frankly just disgusted with how this experience has been. We never dreamed we were going to go through something so stressful in dealing with these phones. We chose this service to avoid headaches and weve had more rhan ever with them. We can hardly make a call and when a call does by chance go through, it either drops, fades out completely, or either we or the people on the other line hang up b/c we cant hear eacother, etc. Ive checked the coverage area and we are in a good location. Ive tried the troubleshooting options with no success. Ive tried all update suggestions, no help. Now, im at the point of just wanting to be done with it & get my refund unless something can be done to solve it all without consuming anymore of my time.

  • Avatar
    Kevin TextNow Support

    Hi, Amber:

    I'm very sorry you're having problems with your phones! Generally speaking, the problems you're experiencing can be fixed very quickly by clearing out the cache and data from your app, and making sure the app is updated to the most recent version. You can find our Help article on how to clear out the cache and data from the TextNow app here: https://supportwireless.textnow.com/hc/en-us/articles/209402786-How-To-Clear-The-TextNow-App-Cache-And-Data).

    We do appreciate your patience and cooperation with regards to troubleshooting. If that article and the rest of the Support site doesn't help solve your issues, you can contact us at the number you see below, or use the Request Callback link to schedule a time to have one of our agents contact you at a more convenient time.

    Edited by Kevin TextNow Support
  • Avatar
    kayla hicks

    Can't make calls out on wifi or data sometimes they go through but lately every call. I will be calling someone and no ring nothing but the call still connect to the other person but no sound... plz help fix, I've system update, restarted, turned on alternative audio setting

  • Avatar
    Armando Murga

    Hey @kayla hicks,
    I'm Armando with the engineering team. We definitely want to fix these issues for you!

    Can you send me an email to armando.murga [at] textnow.com?

  • Avatar
    Amber Massie

    I have tried your suggestions with no luck. Im lost as what to do now. I need to be able to use my phone, that's why i got one.

  • Avatar
    Armando Murga

    Hey Amber, I'm with the engineering team -- I'm sorry this is happening.

    Can you send me an email to armando.murga [at] textnow.com. I'll troubleshoot these issues with you.

  • Avatar
    Ricky Webb

    i've been troubleshooting bad connectivity issues since i got the service. textnow agents are the best at what they do but the service leaves something to be desired. i've cancelled.

  • Avatar
    Kevin TextNow Support

    Hi, Ricky:

    Thanks for the kind words for our Care team! We're continually working on improving service, so we hope you give us another try in the future.

  • Avatar
    Christina Silvas

    This phone app was great at first but now they disconnect my service not even half way through the mouth!!!! THIS APP SUCKS NOW, COMPLETE RIPE OFF

  • Avatar
    Kirat M

    Hi Christina,

    Thanks for reaching out!

    I've taken a look at your account and your service was suspended as a result of the Fair Usage Policy.

    I've gone ahead and unsuspended your service for you, I also sent an e-mail to the e-mail address we have on file with more information on this policy.

    Please let me know if you have any further questions!

  • Avatar
    Chuy Chuy

    Hello. Would like to know how to do to function calls, sometimes you can not make calls or not heard whether or not they have wifi saw the advice I found here end already did but still the same little I have with the phone two days and another comes in way the truth that no longer do. I hope my answer soon...

  • Avatar
    Kevin TextNow Support

    Hi, Chuy:

    Thanks for contacting TextNow Support!

    First thing to try is to ensure the TextNow app is working properly. Please see our article on clearing your cache and data from the TextNow app here.

    If you're still having trouble after following those instructions, please use the Request Callback link at the bottom of this page to set up a callback time, or drop me an email at orders@textnow.com. You can also use the chat window on this page to talk to one of our chat agents during our Support hours.

    Edited by Kevin TextNow Support
  • Avatar
    Anthonecia Teague

    My phone neeeverrr let's me make calls. When people call me I can't hear them and when I call them I can't hear anything. But they can hear me.

  • Avatar
    Kevin TextNow Support

    Hi, Tayy:

    Please try the steps on our article on clearing the cache and data from your TextNow app here. If that doesn't help, please drop me an email to orders@textnow.com.

    Edited by Kevin TextNow Support
  • Avatar
    Kirat M

    Hi Derek: Thanks for contacting TextNow Support! We can certainly help out, we just need to know what you need help with. You should see an option on the bottom corner of the screen to chat with an agent or you can drop us an e-mail with your question at orders@textnow.com.

  • Avatar
    Anthony Hennessee

    If i lost my phone how do i get a replacement phone?

  • Avatar
    Kirat M

    Hi Anthony,

    Thanks for contacting TextNow Support! I'm sorry to hear that about your phone. I've sent an e-mail to the e-mail address we have on file for you outlining next steps. I look forward to your response!

  • Avatar
    George Meyer

    I totally agree with all the negative comments posted here. Ive had the same problems and my phone is unuseable. I mean unuseable I cant even turn it on or charge it. Ive gone 3 weeks with no phone and my patience has worn out. Im currently looking into other prepaid service providers. Any suggestions annybody.

  • Avatar
    Kevin TextNow Support

    Hi, George:

    I'm sorry to hear your phone isn't working! Keep in mind we have a one-year warranty on our new and refurbished models, so if there's no physical or water damage to your device we'll be happy to replace it!

    Please contact us at TextNow Support and we can go over your warranty and replacement options: 1-888-250-5255, Mon-Fri 9am-9pm, Sat-Sun 9am-5pm EST.

  • Avatar
    Chantelle Smith

    Hi I bought the sharp Aquos crystal about 2 months ago I think and I still cant hear what people are saying when I am on yhe phone. I got in touch with support several times and they tell me to do something to fix the problem and I do it. It probably last 2 days and stop working again. I am getting tired of this damn phone. Y'all at selling these phones that dont work. I need a nrw phone ASAP and I'm not paying for it cause I'm not paying for another phone that dont work.

  • Avatar
    Chantelle Smith

    I just need a new phone

  • Avatar
    Kevin TextNow Support

    Hi, Chantelle:

    I'm very sorry to hear that you're still having issues with your phone! If our agents are unable to fix your issue via troubleshooting we can definitely discuss replacement options.

    One of our agents will be reaching out to you today to discuss troubleshooting and replacement options. We look forward to speaking to you soon!

    Edited by Kevin TextNow Support