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Can’t hear visitors speak but they can hear me

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New Neighbor

Can’t hear visitors speak but they can hear me

My ring doorbell notifies me when I have a caller and I am able to speak to them via the app but I am unable to hear them speaking. Is there a microphone adjustment on the ring unit itself?
42 REPLIES 42
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Community Manager

Re: Can’t hear visitors speak but they can hear me

Hey @Alf65. Can you hear any audio at all, and if you play back the recording, do you hear the person on the other side of the Doorbell in the video playback? If so, you may have a Bluetooth device connected to the phone that, during a Live View call you are in, it is taking over the audio and not letting you hear it through the phone. Please try disconnecting any Bluetooth devices and trying to do a Live View with someone on the other side to see if you hear them then. In addition, some phones treat the Live View like a phone call, and may have the audio transmitted through the phone's smaller and quieter speaker at the top, so you may have to hold the phone up to your ear to hear them. Lastly, ensure your phone is not silenced/muted when viewing a Live View. Let me know if this helps! Smiley Happy 



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New Neighbor

Re: Can’t hear visitors speak but they can hear me

Thank you for your reply and sorry it’s taken me so long to reply to you. I’ve tried all that you have suggested but still can’t hear anybody at the doorbell. There is the sound of static but no speech or sounds of movement. It’s really frustrating because we use this on my elderly fathers front door to protect him against problem callers but we can’t ask them any questions because we can’t hear the reply. I think there must be a problem with the microphone on the ring unit
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Community Manager

Re: Can’t hear visitors speak but they can hear me

Hey @Alf65. It definitely sounds like there is a concern with the microphone, and thank you for getting back to me and letting me know how troubleshooting has gone, even if it was to no avail! At this point, it would be best to follow up with our support team directly on this. Please give our support team a call at one of the numbers available here. We're taking additional steps to protect our team and help reduce the spread of COVID-19. This has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.



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New Neighbor

Ring doorbell 3 plus - No audio from doorbell to phone app

Hello,

I purchased a Ring video doorbell 3 plus approximately three months ago.
In that time I have experienced the same problem 4 times whereby the microphone in the doorbell appears to stop working.
When I answer the ring through the app on my iPhone the caller at my door can hear me, but i cannot hear the caller.
The problem can be resolved by Performing a hard reset by opening the cover of the doorbell and removing the battery, but this is very inconvenient each time it happens, especially when as was the case last week when I was away from home on holiday for two weeks and unable to perform the hard reset.

My questions:
1, what do I need to do to stop this from happening in the future?

2, Do i have a faulty product that needs replacing?

3, what can i do to reset the doorbell remotely so i can get it working again whilst i am away.

Thanks in advance.

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New Neighbor

Re: Ring doorbell 3 plus - No audio from doorbell to phone app

I have this problem and have found out that with bluetooth switched on this happens. So I need to turn it off when the bell rings and all is fine. Have not found a full solution so bluetooth can stay on.
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New Neighbor

Re: Can’t hear visitors speak but they can hear me

Hi,
Were you able to find a solution to the audio issue? I’m having the exact same problem.

I would be grateful if you point me in the direction of a solution if you found one.

Thanks.
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New Neighbor

Re: Can’t hear visitors speak but they can hear me

I had the same problem. Tried all the usual things hard reset soft reset worked for 2 days then sound went again. Contacted ring support. They are now replacing my doorbell.
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New Neighbor

Re: Can’t hear visitors speak but they can hear me

I have the same problem with my video doorbell 3 plus.
I tried all the usual stuff and all the bluetooth suggestions but nothing worked.
If i remove the battery to force a hard reset it works perfectly again for a week or so, then no audio again even when reviewing recordings.
I have replaced the device once already and the replacement is doing exactly the same.
I contacted help@ring.com and received an automated reply saying they don't offer support via email, and I called my local support number who were only able to regurgitate the standard responses and were no help at all.
Any suggestion from the admin on this thread would be gratefully received.
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New Neighbor

Re: Ring doorbell 3 plus - No audio from doorbell to phone app

UPDATE
I tried all available ways to get support from ring, but all came to nothing so i returned the doorbell to my supplier and was sent a new replacement.
In the month or so i have had this replacement i experienced the same problem three more times already.