Samsung Galaxy Note 5 needs to dial twice for calls to go through, can’t make or receive calls after update, more call related problems

We did receive a lot of call related problems from Samsung Galaxy Note 5 (#Samsung #GalaxyNote5) owners and it seems like the most common of them all is the other party can’t hear the other or the audio coming from the earpiece cuts off in the middle of the call.


There’s also a problem with the phone wherein a contact needs to be dialed twice so the call will go through and one of our readers said this issue occurred after an update. Firmware issue? Maybe. It can also be a network problem.

Read on to know more of these problems and how to fix them in case you’ll encounter one. If you are looking for a solution to a different problem, then browse our troubleshooting page as we list down every problem we address each week. Odds are we already addressed your issue or there are other problems related yours. Feel free to use the solutions we provided and if they won’t work, then you may contact us by filling up this questionnaire.

Here are the problems I tackled in this post…

Galaxy Note 5 needs to dial twice to make outgoing calls

Problem: After the update to Lollipop, every time I go to make a phone call, I need to dial twice.  I will go to my contact list, select the contact I want, select the number I want to dial and then push the phone button.  The number starts to dial and then stops and takes me back to my contact list.  A second attempt following the same steps and I can make the phone call.  This only occurs once and then the phone works as expected, unless I lock the screen and try again. Then I can repeat the problem.  It also repeats if I close all windows and launch the phone app again to make a phone call.  It occurs both when I attempt to call a saved contact, a typed in number and even selecting a number from recent calls.  Any help would be greatly appreciated. — Mark

Troubleshooting: Hey Mark! This issue is actually minor and it may either be caused by the update itself or a simple sync issue with the network. That said, the first thing I want you to do is to wipe the cache partition:

  1. Turn off your Samsung Galaxy Note 5 completely.
  2. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  3. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  4. Once the Android logo shows, release both the Volume Up and Home buttons.
  5. The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  6. Use the Volume Down key to highlight the option ‘wipe cache partition’ and press the Power key to select it.
  7. When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  8. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

If wiping the cache partition didn’t work, then we already ruled out the possibility that the recent update caused this. The next thing to do is to disconnect from the network and manually reconnect. Follow these steps:

  1. From the Home screen, tap the Apps icon.
  2. Find and tap the Settings app.
  3. Scroll to ‘Connections’ section and tap Mobile networks.
  4. Touch Network operators.
  5. Tap Search now and connect to your network.

Dialing twice before the call goes through means the phone is out of sync and reconnecting will rectify it.

Lastly, if the first two procedures fail, then you should call your service provider and let the rep fix the problem for you.

Can’t make and receive calls after an update

Problem: Just got this phone 2 days ago. I was able to make and receive calls until this morning after the software updated. Now when I try to call out I get a message that the person is unable to receive a call and the person calling me doesn’t get a response and I hear nothing.  Phone does not ring.  Please help.

Suggestion:  Does it happen to every person you call? If so, it’s a network or service issue. Call your service provider for that. However, if it happens to only one contact, then the problem isn’t with your phone but the other.

Now, about the other problem, try to verify if your phone can receive a call but there’s no notification. If it can’t and the calls go straight to voice mail, then it’s still a service problem and calling your provider is your best bet. Otherwise, just make sure the notification is turned on.

Other party can’t hear the owner and vice versa

Problem: Frequently during phone calls either the other party can not hear me or I can not hear them although the call still shows to be connected.

Suggestion: I’m not sure how frequent this problem happens or if it occurs only to one specific contact. If it happens to only one contact, then the problem might be on the other line but it if happens to every contact, then it’s probably a service problem. Call your provider and do the troubleshooting with the rep. If that won’t work, then request a replacement.

Problem with Advanced Calling on Galaxy Note 5 (Verizon)

Problem: I have many contacts on my phone where I use a calling card to reach them in a different country and therefore, some of the phone numbers are for example many digits: a 1-800 number, several commas, then a long phone number, then several commas and then the calling card account number. If I turn on advanced calling, most of the commas are ignored and everything after the first comma is never dialed. Someone suggested I try “p” instead of a comma, but on the phone I am unable to enter any letters in the phone number field. Help! How can I dial these numbers but still have advanced calling turned on?

Answer: That’s one problem that we, phone owners, can’t fix. Advanced Calling, while it has already been offered for some time, may still need a lot of improvements. I suggest you call Verizon for that and if they, too, can’t fix it, at least, it has already been reported.

Call audio cutting off in the middle of the call on Galaxy Note 5

Problem: Hi, only problem is when taking a call or calling someone. Sometimes earpiece does not work but other line can hear me. I tried speaker phone but still the same or even using headphones. But normal sounds like videos or music plays on speaker. Other line can hear me perfectly fine but I cant hear anything. Sometimes its working, at times it just cuts off in middle of conversation. Thanks for your time.

Related Problem: Hi all,  just got the note 5 last week. I’m losing calls. I’ll be on a call and then I no longer can hear the other person bit they can hear me. My phone will show that I’m still on a call and then it will eventually disconnect. Has anyone else reported a similar issue?

Suggestion: It is apparently a hardware problem. We don’t know if the phone suffered either physical or liquid damage but the best course of action here is to call your service provider. You may be eligible for a replacement unit.

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