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.

 

For help with any step on your device, visit the Devices page, select your device, and find the steps there. If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead.

 

Read me first

Before following the steps below, ensure the following:

 

check.PNG If the problem is only with a specific number (not all calls), then call it from another line. The issue may be with the person you are calling.

check.PNG Adjust the phone to a higher volume, and make sure it's not muted.

check.PNG Remove any cases or covers from the phone.

check.PNG Restart the phone.

check.PNG Make sure any plastic screen protectors are not covering the peaker or microphone holes.

check.PNG Update the device software to the latest version.

check.PNG Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only.

 

One-way audio, no audio, or echo
  1. If you see a headphone icon in the notification bar, plug in a headset, turn off the phone, remove the headset, and turn the phone on again.
  2. Turn off Bluetooth on the phone.
  3. Turn on VoLTE.
  4. Turn off both the TTY mode and hearing aid options.
  5. Uninstall or disable downloaded calling apps, such as Google Voice.
  6. For Android devices, wipe the cache partition.
  7. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings).
Static, muffled, or garbled audio
  1. Blow in the microphone hole to get rid of any dust or pocket lint that may be inside.
  2. Turn on VoLTE.
Headset audio is poor
  1. Wired: With the headset still plugged in, restart the phone.
  2. Wireless: Charge the wireless headset completely.
  3. Turn off Bluetooth on the phone, and turn it on again.
  4. Make sure the headset successfully pairs.
  5. If the problem continues, contact the phone manufacturer concerning their headset support.
Incoming caller ID
  1. Add the contact to your phone book, and confirm their name is spelled correctly there.
  2. Uninstall any downloaded calling apps or caller ID apps.
  3. If the incoming call shows Unknown or Unknown Caller, the caller's phone or network might be set to hide or block the caller ID for all calls.
  4. If you are roaming on another carrier's network (in the U.S. or internationally), caller ID may not work as expected.
  5. If an incorrect caller ID displays, the caller must contact their carrier to correct any errors in their caller ID registry. Some landline networks cannot display enhanced caller ID. In this case, it may only show some of your city/state, number, or Wireless caller.
  6. If you have no caller ID display at all, you may need to Contact Us to check that it is on your account.
Outgoing caller ID
  1. If you use a Prepaid account or are on a large government account, it does not include caller ID. Your caller ID displays as T-Mobile Wireless or Wireless Caller when working correctly.
  2. In your phone settings, turn on the Caller ID setting.
  3. If your name has a misspelling or error on all outgoing calls, Contact Us to correct the account's caller ID registry.
    • T-Mobile needs to make these changes manually with our caller ID vendors.
    • Changes take up to 72 hours to complete.