XA ultra - when answering calls i cannot hear the other person in the other line

[arynjynrvs]

Hi,
Wish somebody can help me.
I have already hard reset the phone, at first it works i could hear the person in the other line hours later someone called me again it get back to what the problem. I tried resetting it again it doesnt work anymore. Should i go back to the Sony store for this now?

[Jake-SonyXperia]

Hi @arynjynrvs,

Welcome to the community,

I am really sorry to hear about this Let's see if we can help resolve it for you.

The first thing I suggest is performing a test within Diagnostics. Please do the following and report back to me.

Apps > Settings > About phone >  Diagnostics > test > In Ear speaker.

Let me know the results.

[Gary77]

Hello.

I have a new XA and I cant hear the other part after 30 to 50 seconds conversation, however they can hear me. I have to ebd the call and call them again and sometimes I manage to finish the conversation.

[Jonas]

Hi @Gary77, welcome to our community!

I'm sorry to hear about that, I understand that this is frustrating.

Do you experience this in every call that you either make yourself or that you receive, or is it for example, every third call or every tenth call that this occur?

If you have a handsfree or headset at hand, could you please try connecting that to the phone and see if you are able to hear the counterpart for a longer period of time?

You can also try putting the phone on loud speaker and see if there is any difference from when using the normal ear speaker that will be used when the phone is placed at your ear.

If it happens in every call you make or receive, I would recommend that you try to change the preferred network type in your phone to GSM only and make a few calls. To change this, go to Settings > More > Mobile networks > Preferred network type > GSM Only.

Let me know how it goes!

[Gary77]

Hi Jonas.

It does not happen to every call, It can be fine all day and then in the next day it happens 10 times out of 20 calls. For example in the last hour it has happened during every call. The signal bars are full when this happen.

[Jonas]

Thanks for the update!

Have you had the time to try and change the preferred network type in your phone, or connect a headset to your phone?

If you have, was there any change?

If not, I would recommend that you try another SIM card in your phone to make sure that this isn't caused by the network, if you can borrow one from a colleague, friend of family member.

Keep me posted!

[lnabbb]

hello dear 

my problem in my mobile is: i cannot hear the caller , when i call him, or when they call me,also when i receive call from imo,but the caller hear me clear ,in spit of i can hear the voice from video or any song ,

thank you for helping 

[CameronT]

Hi @lnabbb,

Welcome to the community. I am sorry to hear about this.

Can you please test the ear speaker? You can do this under Settings > About Phone > Diagnostics > Test > Ear Speaker.

Can you hear any sound coming from it?

[lnabbb]

Hello 

i make the test it is the same ..i cannot hear also ..i came back to factory setting ..also the same result ..i make the software ..the same ...

so may be i must go to the maintenace

thank u very much mr camerou

[CameronT]

@lnabbb,

It does seem like it might be a hardware fault. Do contact your Local support team to arrange a repair.