Can't hear calls or they can't hear you: earpiece, speaker or microphone

First, find out what is actually broken

You can't hear the other person at your ear, or only faintly

That's the earpiece — the small speaker at the top of the display. First turn the volume up with the buttons during a call; call volume is set separately from music. Then switch to speakerphone. If you hear well on speakerphone but not at your ear, look at the earpiece grille: it is often clogged with dust or covered by a screen protector. If a clean grille doesn't help either, the fix is a sound repair — we replace the earpiece.

Speakerphone, music and ringtone don't play or sound distorted

That's the bottom speaker. Play music loudly and put your ear to the bottom edge of the phone. If it's silent or crackling, the speaker is damaged or the grille is blocked. On many phones the earpiece also plays music as a second speaker, so the sound doesn't disappear completely — it's just weak and only comes from the top. The fix is a sound repair.

The other person can't hear you, or only faintly

That's the microphone. Record a short voice note — on an iPhone in the Voice Memos app — and play it back. If the recording is quiet, hissing or empty, the microphone isn't working. Phones have two or three microphones, so also record a short video with the front and the rear camera — each often uses a different microphone, and if the sound is fine in one video but not the other, we know more precisely which part is faulty.

They hear you on speakerphone but not at your ear — or the other way round

The phone uses its microphones differently for calls at your ear and on speakerphone. Just one of them can fail. This too is a microphone replacement, not a whole new phone.

There is no sound on calls at all

Check whether the phone is still connected to Bluetooth earphones or the car — the call then goes there even when the earphones aren't in your ears. Turn Bluetooth off and try again. If there's still no sound, choose Diagnostics: we inspect the phone and send you the exact repair price within 24 hours of receiving it. Diagnostics are free if you approve the repair; if you decline, we charge €35 for diagnostics and shipping the phone back.

The problem is only in one app

If people can't hear you only on WhatsApp, Messenger or video calls, check in the privacy settings that the app is allowed to use the microphone, and update the app. If ordinary calls work, the hardware is fine.

The call breaks up in both directions

That's usually a weak signal or the network, not the phone. Try calling from another place, or over Wi-Fi Calling if your carrier supports it.

What a sound repair costs

The price depends on the model and on whether it's the speaker, the earpiece or the microphone. The table shows where a sound repair starts within each brand; a microphone replacement starts from €40. You see the exact price for your phone once you pick the model.

The price you see for your model is final: part and labour, no hidden fees. It covers the new part and a 12-month warranty on the part and the work. If the inspection shows the problem is elsewhere, we write to you with what we found and a price — nothing extra is repaired without your approval.

What to do right now

• Turn off Bluetooth and try the call again.
• Take off the case and the screen protector. A case with misaligned openings, or a protector without a cut-out for the earpiece, can almost completely muffle both the sound and the microphone.
• Carefully clean the grilles with a dry, soft brush, such as a clean toothbrush. Don't use a needle, a pin or compressed air — you'll puncture the grille or push the dirt inside.
• Restart the phone and install any updates.
• If the phone got wet recently, let it dry for a day — while the grilles are damp, sound is muffled.
• If none of this helps, make a backup and order the repair.

Why not to wait

Weak sound is often just the start. The grilles keep clogging, and if moisture is behind the problem, corrosion can spread to the port and the board — and replacing one part becomes a more expensive repair. And a phone that people can't hear you on fails exactly when you need to make an urgent call.

How the repair works

1. You pick the model and the repair and order online. Nothing up front if you pack the phone yourself; a protective box for €5 is optional. Shipping is free.
2. We email you a drop-off code (or send it with the box to your chosen Packeta point). You hand the packed phone in at a staffed Packeta point.
3. Within 24 hours of receiving your phone, we repair the sound.
4. Once the repair is paid, we send the phone back to the same Packeta point. Return shipping is free.

Related problems

• Phone fell in water
• Screen not responding to touch, flickering or showing a green line

Frequently asked questions

Do I have to know whether it's the earpiece, the speaker or the microphone?

No, but you can usually tell in a minute: a call at your ear tests the earpiece, loud music tests the bottom speaker and a voice note tests the microphone. If you're not sure, choose Diagnostics and we'll find out. Diagnostics are free if you approve the repair; if you decline, we charge €35 for diagnostics and shipping the phone back.

Isn't cleaning the grille enough?

Sometimes it is — that's why we recommend cleaning it carefully at home first. If the sound stays weak, crackles or changes with the volume, the speaker or microphone itself is damaged and needs replacing.

Will I lose my data?

No. The speaker, earpiece and microphone are replaced without touching the phone's storage. We still recommend a backup before you send it.

Can I have the sound and the microphone repaired at once?

Yes. Repairs can be combined in one order — the phone ships once, in the same box, and comes back with everything done.