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Lumia 928 Audio Drop-outs

My wife has a new Nokia Lumia 928 and today she had some significant audio issues on separate calls to her father, sister and to me. She explained that sometimes she could hear the other party fine, but then their voice would get very quiet, or become inaudible. She said that she hears a popping or crackling sound when the voice is about to drop.

LTE seems to be pretty strong at our house where two of the calls were made. Another was downtown in our neighborhood. We never had any signal quality issues with previous phones (Trophy and 8x) for any of these locations.

Is this a problem with the 928, or possibly with the network?

Comments

SuzyQ

With the popping or crackling sound heard and then the audio drop, my guess would be the speaker is going bad. Does she listen to music at all on the phone?

Does this happen while using a headset or bluetooth device? The device is still under warranty, so if it is a bad speaker, it should be replaced as a manufacturer's defect....

Jelloskins

I got the 928 when it first came out and had this issue very quickly. I sent it back for warranty repair and the new one has developed the issue after a week.

You will hear the audio cut-out in strange ways on the ear speaker. However, if you put it on speaker phone or use a BT headset, the problem is not there. If this is your symptom, then it confirms you have an ear-speaker issue and you need to send it back.

BCARTEE

I have had this exact same issue with this phone. I have already sent two back and have had my third one for two weeks now. The other two would start doing this around week 2-3. I am crossing my fingers it does not happen with this one. If it does will send it in again. I believe it has something to do with the charging port right next to the ear audio speaker. Pretty sure it is a design issue.

swany5150

Same issue here after approx 4 weeks. They told me they haven't reported anything to Nokia yet. Not sure what % of failures they need to do that.

primortal

Did a search on Nokia's community and there are a few reporting the same issue. The responses are alluding to a bad batch of phones. I'd request a replacement.

Verizon_Support

Sorry to hear of your audio difficulties swany5150! Does this happen all the time? What specific functions or apps are you using when it happens? What were the results of your interactions with data support when you reported it?

Jonathan_VZW

Please follow us on twitter @VZWSupport

egelliott3

This is definitely a problem with the phone itself. This is my first replacement and the issue is happening again, so I guess I am going to be requesting another one (3rd phone in 2 months).

I do not know what causes the problem to start happening, but after it does it will occur at least 80% of the time. The only way to "fix" the issue is to strike the back case of the phone against your leg or with a single knuckle. This will usually cause the sound to come back. As such, this is definitely a hardware issue and has nothing to do with network or any software that is running. Assuming, as others on this thread have done, that this is a design flaw with the phone itself.

I love the phone, but really disheartened that this issue is occurring. Especially since, when I request another replacement, that I fully expect the issue to return. This is a brand new phone that is no longer brand new because I will be on my second "reconditioned" one.

aaronbateman

Mine has started doing this as well. No audio from speaker. My camera will also not auto focus suddenly. I have not dropped this, and it has been in a case. Pissed off. If I cannot make or receive calls, this thing is useless.

BCARTEE

It's happening again. This time after 2.5 weeks. Just called Verizon and have phone #4 on the way. Very discouraging to hear they still have not heard of this issue. Told them to go search on there own message board and they could find it. Sure the same will happen with the one on the way.

Verizon_Support

Thanks for the update and I agree that this sounds like a hardware issue. I want to make sure we get this issue reported to our product team. I followed a few of you in this thread. Please send me () a private message with your IMEI, how many replacements you've received for this issue, and let me whether you notice this only with the earpiece or with the speakerphone as well. Also, does this happen with music or when using a headset as well?

Please also include a link to this post for easy reference.

MarquiaF_VZW
Please follow us on twitter @VZWSupport

von23

Both mine and my husband's phone have the same issue. We got the phone at the same time. This is my 3rd phone and 2nd sim card. The audio is cutting in and out and most of the time >70% I can't understand what the other party is saying on the phone. Sound like jumble up audio. When I call the verizon tech support, (3 times) they even can't understand me and asked me to hang up and call them from my home phone! I do not know what can I do? They would not switch to other model phone but this phone is not usable! My husband phone is worse. He was having the same issue like mine from beginning but now almost 3 out of 4 calls, he can't hear anything, be it call out or received calls. He has to switch to speaker or using a headset. Then sometime it will work. Rebooting phone make no different. Verizon customer service said that they never hear of this problem before but if you search the web, it is all over. Verizon, what can we do? Do I have to keep calling to switch phone?

BCARTEE

Unbelievable that they seem to be ignoring this. I'm sure because not many are using Windows phones. I have to for work. If something is not done soon I may go back to AT&T.

rick_h

After a few conversations with VZW support, I decided to try going straight to Nokia for help on this. Started at http://www.nokia.com/us-en/support/ and walked through the troubleshooting steps. Ended up sending the phone in for repair and they replaced it at no cost under their warrantee terms. The new 928 doesn't display any of the audio problems seen on the previous one.

egelliott3

Nice. Is that an actual "new" replacement or a factory reconditioned one? If really new may need to go this route if the problem comes up again. Annoying to have a phone that has been out for two months and somehow they have reconditioned ones to send instead of just replacing it with a new phone.

rick_h

Not entirely certain. The documentation indicated reconditioned, but I saw absolutely no signs of wear on the phone.

Verizon_Support

Hi Rick-h,

Whew! I am so glad to hear that you were able to get your issue resolved through the manufacturer. I know how important it is to have a properly working phone at all times. Keep us posted if you have any additional issues. Have a great day!

PamelaF_VZW

Tweet us @vzwsupport

june1234

EXCELLENT advice. THX . I agree. Go to the source with any issue. Nokia 1-888-665-4228 Ive had my 928 for 3 weeks. Keeping it. But stay away from VZ tech support of that windows central forum. Only response Ive gotten from either on any issue is do soft or hard resets, over and over. Its like hearing me tarzan you Jane when you deal with either. Go to the source Nokia

corkwatchr

Does no one else see what is wrong with the response above from Verizon? I think they should have handled the exchange free and automatically.

My experience with Verizon was much nicer (two years ago). My wife's HTC Trophy running WP7 stopped working completely after a few months so I called Verizon support for a free exchange. She had her new phone mailed to her within a couple of days and we mailed back the defective phone. All free and the CSR was very helpful.

june1234

just got my 928 3 weeks ago. on 2 occasions the audio at the other end did drop during call only to come back to its normal level a few seconds later. Sounds like a software issue; I wish they would fix it once and for all

Verizon_Support

Hi June1234,

I am sad to hear about the audio issues you are having with your phone. I would love for you to keep your faith in our Tech Support Team. I know that sometimes our steps may seem repetitive, altough we do need to start somewhere. Once we get through all of our steps and if the device cannot be fixed, we will go into replacement options. Please let me know what audio problems you are having, what steps have been completed and I am sure we can get a resolution.

Thanks, BobbyS_VZW

Follow us on Twitter @VZWSupport

haulksmash

Having the exact same issue...60% of the time, I cannot hear what the opposite party is saying unless its put on speaker phone. Went to the Verizon Store today and they are sending me a refurb. Extremely unhappy because I paid over $150 dollars for a "defective" new phone and now I get a refurb that's not guaranteed to function properly...complete BS from windows and verizon.

SuzyQ

june1234 wrote:
just got my 928 3 weeks ago. on 2 occasions the audio at the other end did drop during call only to come back to its normal level a few seconds later.

We just added the Lumia 928 to our family plan a few weeks ago - so far the call quality has been excellent, with the phone alone, on the bluetooth headset, using the bluetooth in the car, and using speakerphone.

We've only experienced one instance of garbled voice or "drop-out" and the person on the other end thought it was THEIR phone messing up. I guess time will tell if that's the case.

KeviCon

Let me first start out by saying that I like the Lumia 928 BUT I am insanely annoyed with the issue of this audio dropping out. My first phone lasted 2-3 weeks before it started with the audio dropping out. The phone is perfectly functioning but the audio in the earpiece just cuts out. I cant hear anything and if I shake the phone it will continue to pop in and back out. It got so bad that I could only take calls on speakerphone.

I went into my local VZW store and they ordered a 'reconditioned replacement' I bought the phone off contract and i was a little put off by not receiving a new one in a Retail box but I figured whats the big deal. So I received my phone in the and now about another 3 weeks later This phone is doing the SAME exact thing. Both phones were NEVER dropped and handled lightly. They are always in my pocket or setup via bluetooth in car. I love the phone but I dont even know if I want it anymore and am considering going back to an Android. Its so disappointing.

Another annoying thing with the Lumia 928 is the lack of GROUP MMS. It amazes me that at this point a phone would be released lacking a feature I had on a 4 year old android smartphone.

47seijar

Same here. My first dropout was when speaking to my daughter on her iPhone. She was in Florida is a spot notorious for terrible reception. Otherwise my 928 has been crystal clear. Most of these dropout situations can be attributed to network and coverage issues.

june1234

Appreciate it BobbyS at VZ tech support. Yesterday my faith was tested with your tech "support team" when my call was transferred to some superior in California more interested in trashing my choice to buy my phone from AMZN vs VZ. .Finally he said he would have the manager(whom he said he personally knew) of the local VZ store call me to set up an appt for me to stop by so she could take care of it, personally. Said he knew her(Tracy). She never called when I arrived I asked if they could work on my Windows phone, that store does not sell my phone the Lumia 928 and don't know much about windows phones in general they told me. I looked at a few phones and walked out. I've forgotten more about the Lumia 928 than you guys claim to know and Ive only had mine for a month.You guys are all marketing these days but faith is good.

Tip. The audio is a design issue I think , maybe antenna sits too close to speaker and the issue is location driven with me. Most of the time audio is 5 star.

devocom

My phone is also doing this and frustrates me. What is the consensus on moving forward to resolve this in a timely manner?

1. Go through Verizon Support

2. Go through my local Verizon store

3. Go through Nokia Support

I dig this phone but this is a deal breaker for me. I bought it new from Verizon Online about two months ago.

>>Edited to remove profanity<<

Message was edited by: Verizon Moderator

aaronbateman

So I got my replacement device. My NIB original was great in everyway, until the speaker started going in and out. So I get the replacement, and first thing I notice is that backlight on the capacitive buttons are yellow and it looks like the back layer is separating. I think well, whatever, just cosmetic. Then in less that 24 hours the screen goes completely unresponsive 3 times. Screen is on, hardware buttons work, but it is unresponsive, capacitive button included. Soft reset.

So now I still have my original with a busted internal earphone piece, and I have a replacement phone that looks like somebody peed inside of it and locks up every few hours.

I am going to walk into the corp store and demand a NIB unit to replace the defective one I initially purchased and the defective one they sent to me to replace it with. I am DONE.

devocom

Please keep us posted on how that plays out.

Verizon_Support

Hello and happy Friday aaronbateman,

We know how important it is to have a reliable device at your fingertips. As your wireless provider, we are committed to doing just that. May I ask have you been to the store yet? If not then I would suggest sending back the replacement device back by mail. Once you have done so then we can order you a device that will exceed your wireless expectation. Let me know the status of this issue so we can take the appropriate steps towards a solution.

Thank you...

ArnettH_VZW

Follow us on Twitter @VZWSupport

june1234

There is no VZ windows customer suppport.I went to your stores, twice. Both times I may as well have been speaking Chinese to your reps when I said word windows; one store did not even sell the 928. Both times your reps were kind enough to push androids/i phones and even a $200 Bluetooth speaker to address my windows issues. I walked out of the stores both times. I only buy my phones via AMZN who even extended my return period for your "flagship" 928 Windows phone to 90 days for me. You guys like all cell carriers are about the 2 yr agreement; in 928's case not too particular of how you go about getting those

june1234

There is no VZ windows tech support. You may as well be speaking Chinese when you say word Windows to VZ. I would go to windows forums like wpcentral or microsoft community. You'll find many are having same issues as you. I would not contact either VZ or Nokia, just a waste of time

47seijar

I have had the opposite experience. My local Verizon store has dedicated WP experts on staff. They know the products and operating system inside and out, and are able to provide support as well as tips/tricks to get the most out of my 928. I'm sure there are smaller stores that are not as well staffed, but this is an individual store problem, not a pervasive Verizon issue.

JMangosteen

Here are a bunch more people over at wpcentral experiencing the same problem (add me to this group as well). This obviously isn't entirely a software issue, but hopefully will still be fixable with a patch at some point.Some over at wpcentral have suggested it might be some sort of noise cancellation gone haywire bug.

I usually use bluetooth for calls, and am trying to avoid sending mine off as long as I can until I see something more hopeful on here from some of you fine people. Right now all I see is reconditioned models that have just as much chance of failing within a month as the original device :smileysad:.

von23

OK, I found out the problem with mine for not able to hear from phone directly but OK with external headphones or speaker phone. Mine was the hardware issue. When I hit the back of the phone several times, sometimes I can hear it. Other times, I have to press "where the camera lens is" (real hard), then I hearing, sometime scratchy but when I let go, silent again. That explained why I can hear it sometimes and not other time. It also explained why sometimes it sounded scratchy and sometimes it sounded like in a fish bowl. It is because the contact issue on mine and 3 others phone I swapped with Verizon. My husband too had the exact same issue. I think 928 has a serious speaker issue and Nokia should do a recall. So many people had the same issue and they just make us ruining around wasting time and get us frustrated. If they still not doing anything about it but keep swapping the broken phones, we may need a class action lawsuit.

Verizon_Support

I can understand your concerned with reconditioned phones Jmangsteen but our replacement phones go through a 100 point check and work just as good as new devices. When you're having issues with your device, we perform all the trouble-shooting we can to resolve it. If it continues to have problems and your within warranty with no damage, we can replace the phone with the same model. They work well because we check them over thoroughly and make sure they have the latest software. Please let us know if you would like to proceed with replacing your phone.

KInquanaH_VZW

Follow us on Twitter @vzwsupport

egelliott3

I disagree with the "good as new", but I guess it depends how you look at it. Each refurbished phone I have gotten has had marring under the Windows button on the phone as well as a few other minor cosmetic issues. Being that I am on my third phone in the last 6mo since launch (and soon to be on my 4th because this one is having the SAME problem) I find this infuriating. What was the point of paying full price for a phone that does not work past 3-4 weeks and you can only get refurbs.

primortal

Call Nokia support directly, 1-888-665-4228 instead of VZW support they are useless and I'll keep saying this I bet VZW keeps shuffling the same refurb phones to those that get replacements.

JackAlex

The exact same issue with this phone here. Moreover this is my third 928. My first one had a locking screen, my second one did not even boot, and now this one works only over the back speaker on incomings calls. BTW: Made in China.

timmyz_2

I am starting to noticed this problem from the past 2 months, but only late (the last few weeks) called and let the Verizon Wireless representative feel my WRATH about the poor quality. I asked them is it the network? and they said they opened up a trouble ticket to determine the cause. The technician called me back and said that I was in a variable service area, and recommended I get a power extender, or another device. I am calling Nokia with PRIMORTAL's number. I am starting to hate this phone now. I have tried several times to call people with my speaker phone on and i can hear them well. only when i turn the speaker phone off, do I start to not hear the other caller.

primortal

Let's know what Nokia says. It would be interesting to see what they say over VZW. I love the fact they are forcing an extender down your throat or pushing off to another device. An extender isn't going to help you when your out of the house :smileysad:

timmyz_2

They told me to reset the phone by

Press and hold the volume down and power buttons together for about ten seconds and the phone will vibrate and restart. I tried it and i am starting to hear people better. No more having to say: "Hello?, Hello? Hello? Can you hear me?" Let's see how long this works Primortal. Good Luck!
.

Verizon_Support

That's no good JackAlex! Are you having these sound difficulties when using other functions or apps such as music or video? Have you tried a headset or earpiece?

JonathanK_VZW

VZW Support

Follow Us on Twitter@VZWSupport

timmyz_2

The reset is still not working. I thought it worked the first few times trying to call, and talk. I tried turning on Speaker Phone to talk and listen again and it works fine. I even tried plugging an earphone into the the jack, and I had to talk to the other person with earphones on. The conversation was clear and crisp. No static, no dead sounds, i can talk and hear perfectly, just with an earphone. I will call or stop by my Verizon store and have a talk with them about my options. I will cal Nokia back again and talk about my options with them. I hope this helps other people with bad ear pieces.

haulksmash

So my original nokia 928, purchased brand new in July malfunctioned (headphone issue). They sent me a refurbed 928 that's starting to have tactile screen issues. The screen will lock up and wont respond to touches. I know the phone didn't freeze up because the volume rocker and side buttons still work. This happens about twice a day and requires a hard-reset. When the verizon employees tell you that refurbs pass quality control and will function fine, its bogus. This is the worst experience I've had with verizon and nokia/windows phone. Zero customer satisfaction......

Verizon_Support

@haulksmash,

Having a fully functioning phone is definitely a must and I'm here to help! I understand how frustrating it can be to have to hard reset you phone, let alone twice a day. Let's get to the bottom of this!

What exactly is happening with the screen? Is it not responding to your touch? Does it happen when accessing a certain app or function on the phone?

When you do the hard reset are you re-installing all the 3rd party apps back on the phone?

I'm sure we can get this resolved so you can go back to enjoying your phone and service.

JohnB_VZW

Follow us on Twitter @VZWSupport

egelliott3

On the audio issue, went to Verizon store today. They state that they are aware of the issue, but claim it is software. Lady said I could get another (my 4th) refurb, but she didn't expect that to help. I told her that it was not software because you can smack the back of the phone and it comes back. She basically threw up hands at that point. So its either refurb from VZW, send to Nokia and wait 2 weeks or suck it up. All in all this really wants to make me leave VZW since they are unable to provide me with a phone that can actually make and receive calls. Unfortunately AT&T sucks worse.

haulksmash

the screen does not respond to any tactile touch. When a call comes in and i try to swipe up to pick up calls, it does not respond. I missed very important phone calls from the calling party. It happens out of nowhere and only gets fixed from being reset by holding the volume and power button. Thanks for the response JohnVZW but I really don't think there is any way i will ever enjoy this phone. I tried to be different by trying other phones on the market and learned my lesson. Stick with android or iOS. At this point, ill settle for a refurb galaxy S3...

Verizon_Support

haulksmash, we don't want you to miss another call! Have you downloaded a few applications to your device? Some application software can affect the performance of your device. I recommend that you uninstall a few applications in the settings and power it off/on to soft reset. If that doesn't resolve this issue, then the last resort would be to master reset that device back to original factory settings. Keep us posted.

LasinaH_VZW

Follow us on Twitter @VZWSupport

timmyz_2

I finally got my "Certified Used" Lumia 928 from Verizon in 48 hours as promised. So far so good. I made a few calls around the house and so far, no hearing issues. Hopefully, this will work for the duration of my contract. I will report back later if any issues comes up with this replacement.

egelliott3

I finally gave up on the line of phone after having my 3rd phone (2nd refurb) having the same exact problem after the same exact period of time. Called Verizon tech support and got approved to get a different phone. The only ones that you could really get were somewhat under the specs of the 928, but at least it should work. Tried asking for a LG G2, but they would not approve that one as it was "too new". Anyway, being over-nighted so will be here tomorrow. Note that this process took 2 weeks for some reason because the first rep I talked who was going to check with his supervisor never called me back like he said he would (was supposed to call back that same afternoon). After follow-up calls that supposedly had emails sent to the rep and his supervisor I talked to a lady today who just asked her supervisor.

primortal

Did you call Nokia support, https://community.verizonwireless.com/message/994695#994695? I don't trust VZW with refurbished phones....

egelliott3

I did call them, but they wanted me to send my phone for them to "check out" and would send me a new one if they deemed it defective and under warranty. I am not in a position though where I can give up my phone for two weeks for this to happen. They say it will only take, at most, a week, but that does not include shipping.

haulksmash

i went ahead and retired my third nokia 928 after verizon refused to send me a different phone (I wanted a refurb S3 and they denied my request). Going to try and sell on craiglist or something. 928 is a crap phone, compounded with a lack of verizon service and lack of knowledge made my experience a complete nightmare. Bought a moto x for almost retail and so far its been much better.

Verizon_Support

Thanks for the follow up, egelliott3.

It is great that Nokia will evaluate the device for you.

I can imagine how heavily you depend on your phone as we all do. Do you have an older phone around the house? Perhaps a family member or a friend has something you can utilize until the phone is evaluated by them.

Mouak05

Yeah, I'm on phone number 4 now. The Nokia 928 has some seriously earphone noise issues and locking problems. To any of the verizon customer reps reading.

My first phone I had for a couple of days (no new apps added, just stock stuff and my company email on the outlook program) and I can hear the phone making popping noises already. I decided to trade it in for a new one since I was in the one week return/no questions ask period.

Second phone. After 2 weeks and adding maybe typical apps like facebook, the earpiece would go off and on and sometimes calls would go silent and pick back up. Hitting the phone in the back helps, but issue persist. Soft/hard reset does nothing.

Third phone. Same popping noise with sound issues, but this one had a screen where it would lock constantly. Apps are basic things like Facebook, but the last time it locked I was simply listening to music with Nokia's app. Touchscreen will not respond, but phone is still working as volume rockers and power button still respond.

Fourth Phone. So far its done a lot better, but I can still hear static popping noises. Ocassionally there are some calls where it sounds like the call was dropped, but it will pick up. Some of the apps stall, like Nokia's music app sometimes just freeze and i have to soft reset.

All of this happened in the span of FOUR months. I've since added more apps, but phones 1 to 3 experience all this issue with mostly apps that came with the phone.

Will definitely NOT buy Nokia or Windows phone anymore. Worst phone I've ever owned.

JeffStroud

I have also had the problem where the audio stops working, I am on my third phone, I bought the original phone at Microsoft store and their customer service so far has been great. I have had this third phone since late August and it just now started acting up although this time so far it is more sporadic in not working. Also when the audio cuts out if I press real hard up in the right corner I often can get the audio to come back on (that was true with the other two phones as well). I often use a headset jack to listen to music which plugs in at the upper right corner. I am wondering if the plug for the headset jack might cause something to become loose. Have others with this problem used headset jacks in their phones?

JeffStroud

Correction to above post - sometimes I can get the audio to come back on by pressing real hard the upper LEFT corner of the phone.

Verizon_Support

@JeffStroud,

Having the audio working properly at all time is definitely a must!

Are you having issues with the audio only when on a call or also when listening to music? Does the phone have a case when you experience the audio issues?

I suggest taking the phone into a VZW store http://bit.ly/3SdsA for a hands on evaluation. If the phone is under warranty and there is no damage we can replace it at no cost.

JohnB_VZW

Follow us on Twitter @VZWSupport

JeffStroud

The audio only cuts out when I am on a call with the phone up to my ear, it works fine if I switch it to speaker or use any hands free device either plug-in or Bluetooth. It does this sporadically at least so far on this phone, it sometimes does it when I pick it up when receiving a call, sometimes in the middle of a call, and sometimes when I am making a call.

I do have a case that I bought at the Verizon store that is made for this phone. I thought that may have been the problem and on my previous phone I took it off for a week and that made no difference.

Most times to get it working after it cuts out, switching to speakerphone and then back works or if that doesn't work pressing the front and back of the phone together hard works (neither method works all the time, or keeps the audio working for long).

JMackieSr

I am having the same exact issue, and before the audio drop out and cracking and poping problem started my speech to txt and "listening" functionality stopped working. the phone replies sorry could not hear that and the sound level indicationr graph shows now audio detected. I cannot use music taging aps because the phone cannot hear anything. Very pissed off.

This is my second 928! I am going back to store this weekend for replacement. If #3 goes bad I want new phone from Verizon, I'll go back to the motorola line. I never had issues with my DROID.

Verizon_Support

Hi JMackieSr,

We want your device to be functional at all times. Have you had a chance to visit the store yet this weekend? Please keep us posted, thanks!

MatthewS_VZW

VZW Support

Follow us on Twitter @VZWSUPPORT

sixt9stang

On my 3rd phone. I sent my last one to Nokia and thought I was going to be good but it just started doing it again.

hyunfay

I had exact same issue. I purchases mine on May and I have changed to 3rd phone. My worry is that I didn't buy extended warranty and my factory warranty will expire on coming May. If losing audio keeps going, I will be stuck with phone I can't hear for second year without any option to change it until contract is over.

tshinnic

I have the same issue. I've had my second phone for about 2 weeks. Right now it appears that the phone thinks there is something plugged into the headphone jack. The phone plays audio through the headphones, but there is no audio if I unplug the headphones. It works if I switch it to speaker phone. I guess I have to request a third phone now.

jareddet

yup.. had original phone replaced for this.. 2nd phone did the same.. then i broke the stupid screen.. just waiting for the 3rd to do the same. you could make the speaker work by pushing on the back of the phone at the top behind the speaker.. def hardware problem. :smileysad:

stevefrench85

Just got off the phone with Verizon technical support. I got mine replaced last week and within 2 days it started acting up again. Called in, and they had to do their routine to send me the new phone. Except this time, I found out some very helpful information! It appears that it is actually the SIM card tray in some older phones that is causing the short. It's unshielded, and since it is literally right next to the speaker, causes some major issues. I'll get my new one tomorrow and can report back then, but it's a very likely cause as pinching the top of the phone seems to help. So, if you're having problems, order the replacement and make SURE to use the new SIM card tray with your new phone or you will experience the same issues.

Thanks to Brian with VZW support for bringing this to my attention so I make sure to fix the problem!

Wanderist

I bought my Lumia in early December. I just started having the sound issue tonight after the screen froze on me while I was trying to answer a call. I had to do a soft reboot to unfreeze the phone, and when I tried to call back, I couldn't hear anything. Three reboots later I finally realized the sound was out, but speaker phone worked. When I called the local verizon store to see about an in store replacement, the sound kept switching between speaker and internal speaker. So its been back and forth all night. I am taking the phone in tomorrow and hopefully replacing it, but I have a question to anyone else still following this thread - are you using a case on the phone? I have mine in the silicone case and it occured to me that maybe the case is pinching the top and causing problems with that sim card tray?

computertechmba

My phone was replaced in the Fall with this issue and now I have this same issue on my second phone. Popping sound sometimes and the audio drops. Other times the you can not hear anything out of the ear speaker. Head phones and the rear speaker work fine. Other posts are talking about headset mode but that would not explain the popping gradual fade out you hear at times.

Verizon_Support

I know the issue with your Lumia is frustrating computertechmba. I'm sorry to hear your replacement phone is having the same issues but we stand behind our phones and want to ensure you always have a working device. If your phone is under the 1year manufactures warranty and has no damage, we can replace it with a certified like new phone of the same model. Does your phone have the latest software? Are you using any third party applications that may be causing an issue? Have you tried to adjust the volume? I look forward to hearing from you.

KinquanaH_VZW

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Sncboom2k10

As of today I'm now on my 3rd Lumia 928 for this exact issue. It's unfortunate. This is a great phone and I've had no problems other than this internal speaker issue. My warranty runs out in June. Guessing even though this is a known issue with this phone - the warranty or replacement for it will not be extended. If it happens again, it'll be speaker phone and Bluetooth until a cool new Windows Phone comes out. Honestly the Icon is not iconic enough to make the jump from my 928. So I'll save my upgrade for the next best Windows Phone. :smileyhappy:

Verizon_Support

Hi Sncboom2k10,

Yes! The 928 is a great phone! I am sad to hear that you been through three replacements. Are you having problems with your current one? Keep me posted.

Thanks, BobbyS_VZW

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Sncboom2k10

TY - I'll keep you posted - it just arrived today. Will set it all up and make the swap tonight.

Verizon_Support

Great! Let us know if you need further assistance.

MarquiaF_VZW

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cvdeerhunters

This phone is nothing but junk. My wife is on her 4th one and I am on my second one in 9 months for the same reason. But Verizon will do nothing to help other than send me a refurbished one when I bought a brand new one. All I asked was to have a different brand of phone as this one definitely has major problems. All they tell me is to contact Nokia. NO! that is your responsibility. If my car has problems 9 months after I buy it I do not contact Ford, Chevy to figure out what is wrong. The person who sold the car does. Verizon should be contacting them and see if there is a fix, if not allow us to go to a different brand of phone. Now all they want to do is offer you the edge. You want my phone, which I paid for, and then expect me to pay full price for the new phone because the phone you sold me 9 months ago is nothing but a piece of crap!!!!

EMSNYC

Having the same exact issue! This is CLEARLY a hardware issue. My audio in the earpiece has been steadily fading and fizzling for a little over a month. Now getting a replacement, though Verizon mysteriously canceled my replacement order and now I'm having to put in a new one. Of course, there was no attempt to make up for their error. Just putting through another replacement order for me.

But, not very confident this will be a solution, as others are all saying their replacement phones had similar issues.

Verizon, honestly, it's time to get us get a new phone, if we wish, and stop trying to recycle all these broken phones. I will update if I have issues with my refurbished replacement.

JMangosteen

So it doesn't sound like Verizon or Nokia has fundamentally figured out how to fix this (or even acknowledged the problem!). Thus, even though my warranty runs out in a month, it seems pointless to exercise it since I'll just get a refurbished phone that will have the same problem a few months down the line (and possibly other problems--it is, after all, a refurb phone. Mine at least works fine outside of the earpiece...).

Does Verizon not realize how damaging this is to their standing (and Nokia/Windows Phone's) with customers? It makes a sham of the one-year warranty, particularly given the 2 year contract required to get it. What we have here is basically Verizon replacing people's phones all year until the warranty expires, after which point they can no longer use their phone as a phone without bluetooth.

Verizon should make a standing offer to 928 owners of a free trade-in to a comparable phone, discounted upgrade opportunity, or at least a statement credit. Some people in this thread have gone through 5 phones for goodness' sake! What are they supposed to do when their warranty expires? Buy an off-contract $500 phone?

ActualReverend

Wow, after reading all of these comments, I guess I am certainly not the only one with this problem. If there is a resolution, I certainly want to be included.

I have tried all the things you have, reboots, factory resets, firmware upgrades, uninstall apps, etc.

-_B

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