Question For KEY2 Owners On AT&T Regarding Call Clarity
- I purchased a Black KEY2 last Friday and spent until Sunday setting it up over WiFi. On Sunday I installed the SIM card from my PRIV and it connected to the AT&T network just fine. I made a few calls and I was somewhat taken aback with the, in my opinion, subpar call clarity/quality. The voice clarity/quality in comparison to my PRIV is quite noticeable... the callers voices are not crisp or clear and on some occasions not understandable. I did contact BlackBerry Mobile Support by email and I have a ticket open regarding this. I did receive an email reply which referenced the Network Differences between the KEY2 and PRIV. The email included this statement... "Our best recommendation its to contact your network carrier to make sure the network settings are the best on your device to get the best signal possible to improve your calls." Additionally, I had a conversation with them on the phone yesterday and it was suggested to install a fresh SIM card from AT&T which I did yesterday. The first call I made to my daughter in California as soon as I left the AT&T store sounded great!!! At that point I figured problem solved...but upon getting back to my house I made some more calls and the voice clarity/quality was like it was previously. Interestingly enough, I have much better 4G LTE signal strength in my house on the KEY2 than I had with my PRIV. On my PRIV I had 2-3 bars and on the KEY2 I mostly have 4-5 bars showing.
With all that being said, my question is as the thread title says. For KEY2 owners on the AT&T network what is your experience regarding call quality? Is it clear or are you possibly experiencing what I am experiencing? I would appreciate hearing from KEY2 owners on AT&T regarding this issue. My ticket will remain open with BlackBerry Mobile Support until Friday and I am well within my 14 day exchange period to get a replacement device from Best Buy which BlackBerry Support suggested if this issue is not resolved. I haven't contacted AT&T, other than getting a new SIM card, but I'm not sure there is anything they can do on their end that might correct this. I will include below a copy of the response from I received from BlackBerry Mobile Support.
Thanks in advance for any insight or assistance to this issue.
Bob
Here is the email I received from BlackBerry Mobile Support.
Blackberry Technical Support
Oct 16, 2018, 2:51 AM (1 day ago)
to Robert
Hello,Robert
Thank you for contacting BlackBerry® Mobile support. We appreciate your interest in our products,about your question;The voice clarity will depend on the network,there are differences between the two devices here they are:
Blackberry key 2
Network Technology
GSM / HSPA / LTE
2G bands GSM 850 / 900 / 1800 / 1900 - SIM 1 & SIM 2 (BBF100-6 model only)
3G bands HSDPA 850 / 900 / 1700(AWS) / 1900 / 2100
4G bands LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 19(800), 20(800), 26(850), 28(700), 32(1500), 38(2600), 39(1900), 40(2300), 41(2500) - EU, Africa, AU (BBF100-1)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 14(700), 17(700), 20(800), 28(700), 29(700), 30(2300), 38(2600), 39(1900), 40(2300), 41(2500), 66(1700/2100) - Canada, US, LATAM (BBF100-2)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 19(800), 20(800), 26(850), 28(700), 32(1500), 38(2600), 39(1900), 40(2300), 41(2500) - ME, APAC, India (BBF100-6)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 20(800), 26(850), 28(700), 38(2600), 39(1900), 40(2300), 41(2500) - China (BBF100-4)
Speed HSPA 42.2/5.76 Mbps, LTE-A (3CA) Cat11 600/75 Mbps
Blackberry Priv
Network Technology
GSM / HSPA / LTE
2G bands GSM 850 / 900 / 1800 / 1900
3G bands HSDPA 850 / 900 / 1700(AWS) / 1900 / 2100 - USA (STV100-1), Europe (STV100-4)
4G bands LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 12(700), 17(700), 20(800), 29(700), 30(2300) - USA (STV100-1)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 7(2600), 8(900), 13(700), 17(700), 20(800), 28(700) - Europe (STV100-4)
Speed HSPA 42.2/5.76 Mbps, LTE-A (3CA) Cat9 450/50 Mbps
Our best recommendation its to contact your network carrier to make sure the network settings are the best on your device to get the best signal possible to improve your calls.
The case number will be set as resolved and proceed to be closed but do not worry, if you need anything else you can reply to this email on the next 5 days, contact us via web form https://blackberrymobile.com/contact-us/ or support numbers https://blackberrymobile.com/hotline...ervice-center/
(Your account information will still remain on our records for any future contact).
In case you need any more information please reply to this email or call us at 1-855-223-4034
Also, I’d like to inform that once the case is closed, you will receive an email with a link to a survey where you can provide us your feedback regarding your support and device experience. Your feedback will be truly appreciated.
Regards,
BlackBerry® Mobile Care
https://blackberrymobile.com/hotline...ervice-center/Dennis Loxton likes this.10-17-18 02:29 PMLike 1 - I purchased a Black KEY2 last Friday and spent until Sunday setting it up over WiFi. On Sunday I installed the SIM card from my PRIV and it connected to the AT&T network just fine. I made a few calls and I was somewhat taken aback with the, in my opinion, subpar call clarity/quality. The voice clarity/quality in comparison to my PRIV is quite noticeable... the callers voices are not crisp or clear and on some occasions not understandable. I did contact BlackBerry Mobile Support by email and I have a ticket open regarding this. I did receive an email reply which referenced the Network Differences between the KEY2 and PRIV. The email included this statement... "Our best recommendation its to contact your network carrier to make sure the network settings are the best on your device to get the best signal possible to improve your calls." Additionally, I had a conversation with them on the phone yesterday and it was suggested to install a fresh SIM card from AT&T which I did yesterday. The first call I made to my daughter in California as soon as I left the AT&T store sounded great!!! At that point I figured problem solved...but upon getting back to my house I made some more calls and the voice clarity/quality was like it was previously. Interestingly enough, I have much better 4G LTE signal strength in my house on the KEY2 than I had with my PRIV. On my PRIV I had 2-3 bars and on the KEY2 I mostly have 4-5 bars showing.
With all that being said, my question is as the thread title says. For KEY2 owners on the AT&T network what is your experience regarding call quality? Is it clear or are you possibly experiencing what I am experiencing? I would appreciate hearing from KEY2 owners on AT&T regarding this issue. My ticket will remain open with BlackBerry Mobile Support until Friday and I am well within my 14 day exchange period to get a replacement device from Best Buy which BlackBerry Support suggested if this issue is not resolved. I haven't contacted AT&T, other than getting a new SIM card, but I'm not sure there is anything they can do on their end that might correct this. I will include below a copy of the response from I received from BlackBerry Mobile Support.
Thanks in advance for any insight or assistance to this issue.
Bob
Here is the email I received from BlackBerry Mobile Support.
Blackberry Technical Support
Oct 16, 2018, 2:51 AM (1 day ago)
to Robert
Hello,Robert
Thank you for contacting BlackBerry® Mobile support. We appreciate your interest in our products,about your question;The voice clarity will depend on the network,there are differences between the two devices here they are:
Blackberry key 2
Network Technology
GSM / HSPA / LTE
2G bands GSM 850 / 900 / 1800 / 1900 - SIM 1 & SIM 2 (BBF100-6 model only)
3G bands HSDPA 850 / 900 / 1700(AWS) / 1900 / 2100
4G bands LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 19(800), 20(800), 26(850), 28(700), 32(1500), 38(2600), 39(1900), 40(2300), 41(2500) - EU, Africa, AU (BBF100-1)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 14(700), 17(700), 20(800), 28(700), 29(700), 30(2300), 38(2600), 39(1900), 40(2300), 41(2500), 66(1700/2100) - Canada, US, LATAM (BBF100-2)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 19(800), 20(800), 26(850), 28(700), 32(1500), 38(2600), 39(1900), 40(2300), 41(2500) - ME, APAC, India (BBF100-6)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 20(800), 26(850), 28(700), 38(2600), 39(1900), 40(2300), 41(2500) - China (BBF100-4)
Speed HSPA 42.2/5.76 Mbps, LTE-A (3CA) Cat11 600/75 Mbps
Blackberry Priv
Network Technology
GSM / HSPA / LTE
2G bands GSM 850 / 900 / 1800 / 1900
3G bands HSDPA 850 / 900 / 1700(AWS) / 1900 / 2100 - USA (STV100-1), Europe (STV100-4)
4G bands LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 12(700), 17(700), 20(800), 29(700), 30(2300) - USA (STV100-1)
LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 7(2600), 8(900), 13(700), 17(700), 20(800), 28(700) - Europe (STV100-4)
Speed HSPA 42.2/5.76 Mbps, LTE-A (3CA) Cat9 450/50 Mbps
Our best recommendation its to contact your network carrier to make sure the network settings are the best on your device to get the best signal possible to improve your calls.
The case number will be set as resolved and proceed to be closed but do not worry, if you need anything else you can reply to this email on the next 5 days, contact us via web form https://blackberrymobile.com/contact-us/ or support numbers https://blackberrymobile.com/hotline...ervice-center/
(Your account information will still remain on our records for any future contact).
In case you need any more information please reply to this email or call us at 1-855-223-4034
Also, I’d like to inform that once the case is closed, you will receive an email with a link to a survey where you can provide us your feedback regarding your support and device experience. Your feedback will be truly appreciated.
Regards,
BlackBerry® Mobile Care
https://blackberrymobile.com/hotline...ervice-center/10-17-18 05:01 PMLike 0 - My clarity wasn't great either. Sometimes the caller could hear me, sometimes they couldn't, sometimes they sounded decent, sometimes like they were talking into a soup can. Much better on a iPhone X, Pixel 2, Priv, BB Classic, Passport, Bold 9900, Z10, Z30, Q10 - in my opinion. I think the only phone it was better than for me would be the KeyOne.
Your analogy of it sounding like they are talking into a soup can is a very appropriate description. Is this as good as it's going to be? If so, then I need to reevaluate this purchase.
Bob10-17-18 05:12 PMLike 0 - Interesting... I have been using cellular devices since 1987 and had Nokia devices until 2005 and every BlackBerry since, except the Passport. I've never owned an iPhone or Pixel device. I can honestly say, the voice clarity/quality was better going all the way back to 1987 than what I'm experiencing with the KEY2. I am very disappointed as technology in the cellular industry has come a long way since 1987.
Your analogy of it sounding like they are talking into a soup can is a very appropriate description. Is this as good as it's going to be? If so, then I need to reevaluate this purchase.
Bob
The clarity along with a few other things makes it very difficult for me to stick with the Key2 for an extended period of time before throwing my sim card back into the iPhone X or the Pixel 2.
Don't get me wrong....I think the Key2 is one hell of a device and I love it for what it is, but there are some annoyances that keep me swapping to a different phone. Your topic is one of them. BUT, there are tradeoffs to every phone and no phone is perfect.
For text-based communications and speed/multitasking, the Key2 cannot be beat.10-17-18 05:18 PMLike 0 - I hope this isn't as good as it's going to get, but I have no reason to believe otherwise.
The clarity along with a few other things makes it very difficult for me to stick with the Key2 for an extended period of time before throwing my sim card back into the iPhone X or the Pixel 2.
Don't get me wrong....I think the Key2 is one hell of a device and I love it for what it is, but there are some annoyances that keep me swapping to a different phone. Your topic is one of them. BUT, there are tradeoffs to every phone and no phone is perfect.
For text-based communications and speed/multitasking, the Key2 cannot be beat.
Am I to assume this is not something that can or will be rectified with an OS update? It's advertised as being suitable on the AT&T network. Is there something that can be on AT&T's side to correct this?
I will give it some more time but I fear this is as good as it will be. I might try getting a replacement device and install my SIM and test it before setting everything up on my device. If it's the same subpar voice clarity then unfortunately I will go back to my PRIV and consider an alternative device like the Pixel 3.
So damn disappointing...
Bob10-17-18 05:36 PMLike 0 - I am very pleased with the KEY2 except for the call clarity/quality. For me the functionality is fantastic and I love everything about the KEY2... except the voice clarity. I just don't understand how a device produced in 2018 has subpar voice characteristics.
Am I to assume this is not something that can or will be rectified with an OS update? It's advertised as being suitable on the AT&T network. Is there something that can be on AT&T's side to correct this?
I will give it some more time but I fear this is as good as it will be. I might try getting a replacement device and install my SIM and test it before setting everything up on my device. If it's the same subpar voice clarity then unfortunately I will go back to my PRIV and consider an alternative device like the Pixel 3.
So damn disappointing...
BobTech Idiot likes this.10-17-18 07:00 PMLike 1 -
I know I titled the thread for AT&T users with the KEY2, but I'm curious about T-Mobile users and what they are experiencing with voice clarity. Canada and Europe would be of interest too. I didn't know if this was exclusively an AT&T issue or is this best voice clarity one can expect with the KEY2 regardless of the carrier?
Bob10-17-18 07:14 PMLike 0 - Yes, that is a very valid point. I was hoping AT&T would pick up the KEY2 but that doesn't appear to be the case. I don't have the need for an unlocked device as I'm not traveling internationally any longer as in previous years. That is why I purchased my PRIV from AT&T and the voice quality on my PRIV was superb. Unlocked devices do get updates sooner, but AT&T eventually pushes them out so that's not a serious issue either.
I know I titled the thread for AT&T users with the KEY2, but I'm curious about T-Mobile users and what they are experiencing with voice clarity. Canada and Europe would be of interest too. I didn't know if this was exclusively an AT&T issue or is this best voice clarity one can expect with the KEY2 regardless of the carrier?
Bob
The Android OEMs have pushed the carriers to allow carrier devices to be as competitive as possible with iPhones. The only negative concession is that carriers only give these privileges to very top Android OEMs and proprietary Google devices. It feels like industry consolidation and standardization happening at once.10-17-18 09:28 PMLike 0 -
-
ATT only allows it from ATT branded devices. And unlocked devices, like the Key2, don't quality. VoLTE makes a pretty big difference in sound quality in my opinion.
Unfortunately there's nothing you can do, other than change providers or change back to an ATT branded device. TMobile allows VoLTE from unlocked devices.Troy Tiscareno likes this.10-19-18 04:34 PMLike 1 - I bet the issue is lack of VoLTE. Or as ATT brands it, HD Voice.
ATT only allows it from ATT branded devices. And unlocked devices, like the Key2, don't quality. VoLTE makes a pretty big difference in sound quality in my opinion.
Unfortunately there's nothing you can do, other than change providers or change back to an ATT branded device. TMobile allows VoLTE from unlocked devices.
What is interesting to me is that with some calls the voice clarity is acceptable. Also, calls to landline phone are acceptable quality as well. From what I am experiencing, the poor quality calls are with my children's iPhones on AT&T. That is something I find somewhat befuddling.
I am surprised that the only person who has a KEY2, and responded to my query, was @mralgi. I would have thought others would respond with their experiences regarding voice clarity good or bad regardless of their cellular provider. The KEY2 does not have an option to enable HD Voice connectivity like the PRIV has. Is it that KEY2 is not capable? Or is this feature strictly under the control of AT&T and it is enabled solely on AT&T branded/sold devices?
I will continue to explore this but from what I'm gathering this is the way call clarity is going to be on the AT&T network. T-Mobile is a carrier I might check out as I don't think their service is any better or worse than AT&T.
Bob10-19-18 06:15 PMLike 0 -
I will see what T-Mobile offers for a comparable plan to what I currently have with AT&T. I'm not married to AT&T, although I have been with them since they acquired Cellular One here in Denver in 1991.
Bob10-19-18 06:31 PMLike 0 - As of the Oreo update, even the AT&T branded KEYone no longer supports VoLTE enhanced calling feature. It seems going forward that carrier branding will not guarantee full support. My contact with AT&T says enhanced features may be limited to only premium flagships of certain brands and not the lower tier versions of those same OEMs.10-19-18 07:59 PMLike 0
- As of the Oreo update, even the AT&T branded KEYone no longer supports VoLTE enhanced calling feature. It seems going forward that carrier branding will not guarantee full support. My contact with AT&T says enhanced features may be limited to only premium flagships of certain brands and not the lower tier versions of those same OEMs.10-19-18 08:10 PMLike 0
- As of the Oreo update, even the AT&T branded KEYone no longer supports VoLTE enhanced calling feature. It seems going forward that carrier branding will not guarantee full support. My contact with AT&T says enhanced features may be limited to only premium flagships of certain brands and not the lower tier versions of those same OEMs.
Bob10-19-18 08:15 PMLike 0 -
Mid tier and lower tier devices have improved vastly in RAM performance, quality, and storage. Enhanced calling features incentivize you to choose premium level from OEM instead of similar, lower priced device from same OEM brand.10-19-18 08:18 PMLike 0 - Before VoLTE was introduced to the LTE service voice clarity wasn't an issue I dealt with. As I mentioned previously, I had acceptable voice clarity since 1987 on cellular devices in the states and numerous international locations.
If this issue is caused by being on LTE and not having VoLTE why wouldn't my voice clarity have improved when AT&T Technical Support disabled my voice capability over LTE and moved it to 3G/4G non LTE? When I did a test call to my daughter on her iPhone with VoLTE the voice clarity was still subpar.
Bob10-19-18 08:36 PMLike 0 - Using a KEY2 silver on AT&T. Voice quality is subpar. Most of the time I can hear static when someone talks. No complaints on their end that they can't hear me well, etc. Quality on their end seems fine. I turned on bass boost and just keep the volume low during the voice call. I can tolerate it for the moment. Doesn't seem like I have a choice.10-19-18 08:47 PMLike 0
- Using a KEY2 silver on AT&T. Voice quality is subpar. Most of the time I can hear static when someone talks. No complaints on their end that they can't hear me well, etc. Quality on their end seems fine. I turned on bass boost and just keep the volume low during the voice call. I can tolerate it for the moment. Doesn't seem like I have a choice.
I saw the Treble and Bass Boost option and maybe I will try turning on the Bass Boost. It most definitely doesn't need and more treble...
Bob10-19-18 09:19 PMLike 0 - Tolerate it!!! That's exactly where I'm at... hahaha I truly love the KEY2 coming from the PRIV and I have been working on convincing myself that I can "tolerate" the subpar voice quality because of the many features I use and enjoy using on the KEY2. It really is a nice device except for the voice clarity issue.
I saw the Treble and Bass Boost option and maybe I will try turning on the Bass Boost. It most definitely doesn't need and more treble...
Bob
BB Mobile's take on it is that their mics work fine, so there's no solution in the works that I'm aware of.10-20-18 09:57 AMLike 0 - In addition to the poor voice clarity on AT&T, I hope you don't do much video calling. In my experience and others', the caller on the other end would either not be able to hear audio or it was really crappy to the point of not being able to understand anything. WhatsApp video and others as well.
BB Mobile's take on it is that their mics work fine, so there's no solution in the works that I'm aware of.
Bob10-20-18 06:29 PMLike 0 - Switch to Tmobile and you'll get VOLTE (high quality voice audio) -- with AT&T I DIDN'T EVEN HAVE VOICEMAIL - that's right, they did not have the capability to even SET UP voicemail (not that even want it, i use youmail) -AT&T will give you nothin but their crappy basic service and it still isn't officially supported. SWITCH TO TMOBILE - better service and cheaper!!!11-05-18 12:01 PMLike 0
- Switch to Tmobile and you'll get VOLTE (high quality voice audio) -- with AT&T I DIDN'T EVEN HAVE VOICEMAIL - that's right, they did not have the capability to even SET UP voicemail (not that even want it, i use youmail) -AT&T will give you nothin but their crappy basic service and it still isn't officially supported. SWITCH TO TMOBILE - better service and cheaper!!!
Regarding AT&T and voice mail... I have Visual Voice Mail on my KEY2. I downloaded the App and it works just fine.
Bob11-05-18 12:16 PMLike 0
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Question For KEY2 Owners On AT&T Regarding Call Clarity
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