Audio on calls troubleshooting

If it's hard to understand calls on your phone or a headset, there might be trouble with your phone, headset, or local network. Let's check them out.

 

Apple iPhone users, check some Apple-specific steps on: If you hear no sound or distorted sound from your iPhone, iPad, or iPod touch speaker - Apple Support

 

 

 

One-way audio, no audio, or echo

  1. If the problem is only with a specific number (not all calls), then call it from another line. If the other line has:
    • A similar problem, then the problem is with the number you are calling. The owner should find support for their phone.
    • No audio problem, then continue with the steps below.
  2. Adjust the phone to a medium volume, and make sure it's not muted.
  3. Remove any cases or covers from the phone.
  4. Restart the phone.
  5. Look for a headphone icon in the notification bar. If you see one, plug in a headset, turn off the phone, remove the headset, and turn the phone on again.
  6. Turn off Bluetooth. The phone may be sending the audio to a paired headset, car, speaker, etc.
  7. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only.
    • This prevents any Wi-Fi Calling issues with interfering with signal.
    • If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead.
  8. Turn off Wi-Fi to ensure you're using T-Mobile network.
  9. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.)
  10. Check phone settings for sounds are not turned off. This could be under accessibility settings, sound settings, or phone settings.
  11. Turn off both TTY mode and hearing aid option.
  12. Uninstall or disable downloaded calling apps, such as Google Voice. (T-Mobile cannot support calls on other services. Contact the app provider if needed.)
  13. For Android devices, wipe the cache partition. (Visit your Devices page, and use the Wipe Cache Partition page for help.)
  14. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings).
  15. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.
  16. Try making or receiving a call.
  17. If your calls still have audio quality problems, Contact us.
    • If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+).
    • Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

 

 

Static, muffled, or garbled audio

  1. If the problem is only with a specific number (not all calls), then call it from another line. If the other line has:
    • A similar problem, then the problem is with the number you are calling. The owner should find support for their phone.
    • No audio problem, then continue with the steps below.
  2. Remove any cases or covers from the phone. They can cover speaker or microphone holes.
  3. Remove any plastic screen protectors. Phones may come with these when new, or you may have added one. They can cover speaker or microphone holes.
  4. Blow in the microphone hole to get rid of any dust or pocket lint that may be inside.
  5. Restart the phone.
  6. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only.
    • This prevents any Wi-Fi Calling issues with interfering with signal.
    • If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead.
  7. Turn off Wi-Fi to ensure you're using T-Mobile network.
  8. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.)
  9. Try making or receiving a call. Make sure your hand is not over the microphone.
  10. If your calls still have audio quality problems, Contact us.
    • If you can't call us, you can still send messages through online support, the T-Mobile app, or social (Facebook, Twitter, Google+).
    • Any of our contact options can connect you to someone to look at your account settings, local network details, and file a ticket for any problems.

 

 

Wired headset audio is poor

  1. With the headset still plugged in, restart the phone.
  2. Test the headset.
  3. If it didn't help, test the headset on another phone. If the other phone has:
    • A similar problem, the headset needs to be replaced. Contact the headset manufacturer for help or purchase another.
    • No audio problem, then perform a master reset on the phone. (Visit your Devices page, and use the Device Reset page for help.)
  4. If the problem continues, contact the phone manufacturer concerning their headset support.

 

 

Wireless headset audio is poor

  1. Charge the wireless headset completely.
  2. Restart the phone.
  3. Turn off Bluetooth on the phone, and turn it on again. (Visit your Devices page, and use the Bluetooth page for help.)
  4. Make sure the headset successfully pairs. If it is not actively paired, set up a new partnership or troubleshoot Bluetooth instead.
  5. If it didn't help, test the headset on another phone. If the other phone has:
    • A similar problem, the headset needs to be replaced. Contact the headset manufacturer for help or purchase another.
    • No audio problem, then perform a master reset on the phone. (Visit your Devices page, and use the Device Reset page for help.)
  6. If the problem continues, contact the phone manufacturer concerning their headset support.

 

 

Wi-Fi Calling issues with audio

If you're having problems with audio quality just while connected to Wi-Fi Calling, check out Wi-Fi Calling problems.