Calls going mute on Galaxy Grand Prime

[Luis Orellana1]

I just got a Galaxy Grand Prime a few days ago and the volume goes mute when I am making a call suddenly. I can no longer hear the person talking to me. Do you think my device is defective or is there something else going on. I haven't used Android in years so I am not sure what is going on.

 

[B. Diddy]

Welcome to Android Central! Does this happen if you're on speakerphone, or using wired/Bluetooth headsets?

 

[Luis Orellana1]

When I am using the phone normally and with headphones as well

 

[B. Diddy]

It might be a carrier issue--have you spoken with them? They might want to try a new SIM card.