Original topic:

Ear Buds disconnects audio during calls

(Topic created on: 06-18-2020 08:39 PM)
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MGSamsung
Beginner Level 2
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My new Samsung Ear Buds disconnects the audio during the call and turns to phone speaker

Yet the blutooth connectivity is still in place, also the phone call shows connected to the ear buds the whole time 

The only way to get it to receive the audio I have to disconnect it and reconnect again to the call

Any ideas?!!!!
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Amira-elnagar
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Hello. I’m Amira, Samsung Moderator

First of all, I feel sorry to hear that you have experienced the anomaly

we thank you for asking your question

 Based on your inquiry regarding to the issue 

Ear Buds disconnects audio during calls

Confirm the defect symptom

Enable the surround sound detection mode (Ambient mode)

You  should wear the both of right and left ear buds

Connect to mobile phone

(call someone)

Earbud  reset

Insert the ear buds left and right in the charging use and then

Take them out after more than 7 seconds

Replace the new ear bud

Thanks

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Amira-elnagar
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Good morning

we really apologize for the issue that appear 

you can visit us through our service center

http://www.samsung.com/eg/support/servicelocation/ 

Thanks

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MGSamsung
Beginner Level 2
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Hi Amira,

thanks for your answer, I followed your steps however the same behavior still happening... it still disconnects the audio during the call

note: my ear buds are new, I just got them few days ago
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