Issues with audio quality

Issues with audio quality can be caused by the customer's device, accessories, coverage, or network issues.

 

If you experience issues with audio quality, follow these steps to troubleshoot the issue:

 

One-way / No audio / Echo

 

  1. Turn the device off and remove any protective cases or skins.
  2. Make sure that Wi-Fi on the device is turned off. Refer to the device's user manual for instructions.
  3. Place a test call. While on the call, adjust the in-call volume to a medium level and make sure that the device is not on mute.
  4. If the test call fails, perform a master reset on the device. Refer to the device's user manual for instructions.
  5. If you're still experiencing one-way audio, no audio, or echo, please contact T-Mobile and reference document 16922.

 

Handset earpiece (main speaker) audio issues

 

  1. Turn the device off and then back on.
  2. Place a test call. While on the call, adjust the in-call volume to a medium level and make sure that the device is not on mute.
  3. If you still experiencing issues with the main speaker audio, please contact T-Mobile and reference document 16921.

 

Static / Muffled / Garbled audio

 

  1. Find the microphone hole on the device. It is often a pin-size hold on the bottom.
  2. Make sure that:
    • Your hand does not cover the microphone hole when you hold the phone.
    • You are speaking toward the microphone hole when you are on calls.
    • If you have a case on the phone, it does not that cover the microphone hole. This can happen when using non-T-Mobile cases.
  3. Look into the microphone hole, and blow out any dust or lint that may be stuck inside. You may need to remove your back cover if the microphone hole is part of the back cover. Lint can get stuck in the microphone if you store the phone in your pocket or a dusty place.
    Important: Do NOT insert anything into the microphone hole that could damage it.
  4. Turn the device off and then back on.
  5. Place a test call from your device.
  6. If you still experiencing issues with static, muffled, or garbled audio, please contact T-Mobile and reference 16925.