My Lumia 928 is stuck on headphone mode. Even after Soft AND Hard Resets, EQ is active and I can change presets with headphones unplugged.
I'm sorry you are having issues with your phone. The hard reset would usually fix your issue. Is the phone damaged? Are you using any music applications that may be affecting the phone? I recommend taking your phone to a store location to have a physical evaluation. Here is a link to our store locations in your area http://bit.ly/3SdsA . Keep us posted. KinquanaH_VZWFollow us on Twitter @vzwsupport
This is my 3rd Lumia 928 in 4 months. My 2 previous 928s had the same problem. I've been on numerous tech support calls. They say Nokia is built tough and never heard of this issue. So I've got sent replacement Certified Like New 928s. My 3rd and current phone, 2nd replacement Certified Like New Device, I got last month (November). Last week, no sound from earpiece hardware after unplugging my earphones again (3rd time). Last week tech support asked me to verify if I could adjust EQ and Headphone settings while earphones are not plugged in because audio settings are only adjustable when earphones are plugged in. When I said yeah, he said my phone is stuck in headphone mode and needed to be replaced for the 3rd time. I like this phone, but it's inconvenient to reinstall and restart settings, apps, documents, etc. I was wondering if this issue is software related so I could download an update instead of restarting with a new device?
I have the exact same problem as Julius. I haven't even sent back my second phone yet, the third one broke within hours of me opening it. Pretty unbelievable. I really do like this phone, but this shouldn't be a problem. Headphones have been going into cell phones for over a decade now, how does this happen? I have my fourth phone on the way to me. I'm afraid to use the headphones on this phone in the future. Getting tired of swapping them out. I'm going to have to look into breaking my lease and going with a carrier who can provide a phone that works.
Thank you so much for the additional details Julius, I can certainly understand how this is a major concern! I did a deep dive and double checked and as mentioned this isn't a known concern. Have you used the same headset each time? Perhaps a different headset? Keep in mind having the store location evaluate will definitely assist. Thanks!MelissaM_VZWPlease follow us on Twitter @VZWSupport
Three replacement devices is way too many! I can understand how frustrating it can be to receive replacement after replacement. I understand a phone is currently on it's way to to you. Feel free to reach out to us if you continue to experience difficulties with your device.Thank You,MichelleL_VZWVZW SupportFollow us on Twitter @VZWSUPPORT
1 - Verizon asks same questions all the time. Our answers seems to be the same all the time. 2 - No Answer? So Verizon replaces our Brand New Device with a Certified "Like New" Device hoping to solve the problem. 3 - Not knowing The Answer, we all plug in a headphone / headset / aux cable etc. into our phones 3.5 mm Jack thinking our 2nd phone is working, which did for everyone with this same problem. UNTIL WE UNPLUG IT FROM THE JACK - "OUR PHONE IS STUCK IN HEADSET MODE". 4 - "GO BACK TO STEP 1?" Most of us have gone through these steps. This is my 3rd time, and I'm back to step 1 with the same questions, answers, and steps? MY 4TH PHONE IS ON IT'S WAY. Very inconvenient Verizon! Does Verizon give away 3.5 mm jack plugs so that we don't encounter this problem again? That's my answer! What's yours Verizon? Please no direct messaging. We all want to see Your Answer!
Julius, I am sorry to hear that you have been having trouble with your phone. It sounds like help is on the way with your replacement. We are confident that this will fix the issue. If you have any further trouble with your device, please feel free to reach out to us. RobinD_VZWVZW SupportFollow us on twitter @VZWSupport
I'm having this exact same issue. I got my phone on NYE so I've only had it for 3 days now. I can't believe this. After reading so many problems w/ this same exact issue on the internet, Im going to take this back and exchange for an Android phone. I'm really disappointed because I like this phone, but I'm not going to get stuck w/ a "pre-certified" phone a month from now because Verizon wont replace the phone w/ a new one, even when its an obvious problem w/ the phone. This happened to me last time and I got stuck w/ a crappy precertified phone, so Im not going to fall for that trick again.
I have seen this problem with Nokia phones going back to before smart phones really took off. I never experienced it but I have read posts of both AT&T and this forum of Nokia phones as far back as their first ones that had B&W screens and came with Snake installed and where you couldn't even install additional content. I don't know if Nokia gets their 3.5 mm headphone jacks from some no name company or what. As for software updates Windows Phone 8 GDR3 is available from Microsoft but you have to install the preview for developers app and register to be a windows phone developer. The developer version does not include firmware updates from Nokia. If you decide to do this keep the following in mind: 1. Once you install the preview version of GDR3 you CANNOT go back to the verizon/Nokia sanctioned GDR2. 2. Doing this will most likely void your warranty from Nokia and/or verizon including the TEC by Asurion. 3. You may experience bugs such as slow performance, crashes, and other issues associated with beta software.
I got my phone mid-December, so have had it for less than a month. This morning, I woke up and had the same problem as described above. --> Can't hear music being played, can't hear anyone speaking on the phone, etc.
Has anyone having this problem tried sticking either the headphones back in or a cotton swab and see if you can get it unstuck? Sometimes the switches that put it into headset mode and vice versa.
Sent from my Windows Phone
Just did a little testing on my phone, and when someone calls me it rings (audible), but when I answer I can't hear them speak but they can hear me. However, when I turn on speakerphone I can hear them.
I'll be heading into a Verizon store today to get the problem fixed/get a new phone.
I would try that, but I've never used headphones on my phone, so I don't know why it would switch. What the, I'll give it a try anyways, thanks.
I would suggest everyone with these phones buy BT headsets to avoid this problem the phone is Bluetooth capable.
Hey, thanks. It worked. I've got no idea how headphone mode got switched on, but its switched off now. Can hear received calls and play music. Thanks again.
I have the same problem again. I had my first phone for several months, then it got stuck in earphone mode as described above. Verizon ordered a replacement mid December, now the replacement has the exact same issue. I will be stopping by my local store on the way home from work again. My concern is, what do I do when the 1 year mfg warranty is over? It isn't acceptable to me for Verizon/Nokia to say "Use a BT headset". I should be able to use the hardware as advertised. If it is defective it should be replaced. If all the replacements are also defective, give us a different model.
My Local Verizon store ordered a replacement phone. It looks like I will be on my third phone. I'm still concerned about being stuck with a defective phone after the manufacturer's warranty ends. At this rate I should be on my 5th or 6th phone by then...
I'll be on my 4th Lumia 928 tomorrow, and probably on my 5th by the end of this month? if Verizon will allow Lumia 928 owners to switch to a different model phone, I don't think they'll accept our "Certified Like New" 928's for trade in credit. And I doubt they would "give away" free phone upgrades!
That really isn't acceptable. I wouldn't be looking for any sort of "Upgrade". I just want a phone that doesn't have a manufacturers defect! Any fully functioning smart phone will do at this point. They've acknowledged it is a hardware issue and just between yours and mine there are 5 examples of defective phones. I think its time for Verizon or Nokia to step up and do right by their customers. We pay way too much money for this service to be stuck with a phone that only works in headphone or speakerphone mode...
I understand the importance of having a reliable device bterry35. What were the results of your store visit? What troubleshooting steps were completed on the device? When did this first start on the replacement? Have you tested multiple wired and bluetooth headsets? Are all of the other functions working properly?JonathanK_VZWVZW SupportFollow Us on Twitter@VZWSupport
Yeah, it is pretty ridiculous that we are all obviously having the same problem and the only solution Verizon can offer is "well, here, we'll send you another one!", which is not a solution at all. I have zero faith that the headphone jack on this thing will ever work and so I'll just not use a lot of the features that I expect from a smartphone. Too bad, because I really like the windows phone otherwise but if they can't give you a functional headphone jack I'm never going to buy another one, and I'll tell all my friends and family never to buy one either.
I received phone 3 yesterday. Very fast service from Verizon. In the past I used my headphone jack daily for Pandora and hands free while driving. I would like for Nokia/Verizon to give us a phone that actually has a working headphone port, but for now to avoid the hassle of endlessly replacing my phone I will stop using the headphone port. I will advise others to stay away from Nokia phones.
Julius, I'm glad to hear that your replacement device has been shipped. If needed, you can certainly utilize our trade in program. For more information click http://bit.ly/GGnDDCEfrainM_VZWSupportVZW SupportFollow us on Twitter @VZWSupport
Got my 928 on black Friday. Plugged a headset in for the first time yesterday and when I unplugged it guess what? No sound in the earpiece. Speakerphone works. Wired headphone works. Resets didn't fix anything. After reading this and other threads I'm not sure if I should even bother taking it into the store.
If Verizon's answer is to use a BT headset then maybe they should start handing those out instead of refurb replacement phones.
I took mine into the store twice in the hopes that it would help to get Verizon to acknowledge the problem and maybe get us some working phones. Either way you need to get it replaced. I'm on my third phone because of this problem and now I'm afraid to use the headphones...
Great, you will give me $65 for the 928 and charge me $500+ for whatever I replace it with. I'm not replacing the phone because I'm an impulsive idiot, the phone is defective! Again Verizon sees this defective phone as a marketing opportunity! This problem isn't an opportunity for you to get more of my money. It is an opportunity for you to prove I haven't been wasting my money with your service. This is where you convince me that Verizon is the best carrier so I will stay with you. If you can't do that, when my wife and two daughters' contracts are up in April I will move them to a different carrier on principal.
Hello slipshot, We want you to love your 928 and use it to its fullest potential. I'm confident that together we can get this issue taken care of for you. Let's start with what software is on the device? Also, is the earphone port free of any debris? Can I assume that you tried more than one set of earphones? As you share the details then we can get this resolved for you.Thank you...ArnettH_VZWFollow us on Twitter @VZWSupport
Now currently on my second Lumia 928 AND still within the second phone's In-Warranty period, I too took my second defective back to Verizon wanting to be done hoping the next phone wouldn't have any problems... unfortunately, I was told that they were unable to do wanted ( switch phones at the "new contract" price ), and that I would only be eligible for a like-new phone.
Really Verizon?
As a Verizon customer currently using Fios (with upgraded internet services), and a mobile service plan for the smart devices ( over $450 monthly )... I am confused as to how you intend to compete with Comcast - I assure you, not contractually bound to your cable services, Fios will be the first to go, and phone services will follow. It is sad to think your customers are only important when new contracts are involved.
Matt
Private info removed as required by the Terms of Service.
Message was edited by: Admin Moderator
Should I remove my last name from my user profile as well?
FYI, for those of you poor souls stuck with this phone - I found several links on my own that led to a working solution.
The original post can be found here: http://forums.wpcentral.com/nokia-lumia-928/233033-cant-hear-callers.html#post2073838
essentially, the phone still thinks you have an audio outlet plugged in - possibly due to a poorly designed sim card tray (located directly adjacent to the audio port) - at any rate, follow the link for a working solution...
ps - I'm still disgusted with verizon selling me a defective phone - Comcast is scheduled to come out next week to change our cable and internet services.
Same problem here with my white Nokia Lumia 928. Currently on my 3rd phone, about to be replaced for my fourth. Any word on a permanent FIX--not a workaround--for this?
Try searching this phrase on Google:
defects OR defective OR defect OR no audio "lumia 928"
half a million relevant search results... they are both aware of it, and probably why they are "giving them away" for free on new contracts...
You are important to us and we do not want to lose you with our family mattreynolds84. I'm sorry your second phone is also having the same issue. A new phone comes with a 14day worry free guarantee. During the worry free guarantee you can exchange phones for the contract price as long as theres no damage to your phone. When a phone starts to have an issue and we have to replace it within the manufactures warranty, it will be a certified like new device of the same model. These phones work great because they go through a 100 point check. If it was deemed defective, we can replace it over the phone and have the replacement shipped to you.KinquanaH_VZWFollow us on Twitter @vzwsupport
I'm sorry to hear of your difficulties pps01. We are happy to troubleshoot your concerns. Have you received your latest replacement? The warranty replacement is the final step for troubleshooting.JonathanK_VZWVZW SupportFollow Us on Twitter@VZWSupport
Yeah, hi.
I have a Nokia Lumia 928 with the same issue. I've already gone through a majority of the troubleshooting suggestions, and have come to the conclusion that it is, indeed, having an issue detecting a headphone while nothing is there. I received my phone on February 20th, 2014. On the 25th (Just two days ago) the issue started, yesterday I took my device to the closest authorized dealer and also contacted Nokia technical support.
Both Nokia and my local Verizon store agreed that I only have a handful of options. Those options being that I:
1) Have Verizon exchange my phone for another one, though it isn't going to be a guarantee that I'll receive a new phone. Odds are that I'll be getting a refurbished or 'Certified Like-New' device. (After having my phone break in less than a week, I'm not going to settle with a refurb.)
2) Locate a Corporate Verizon location and request that my device be replaced with a new one, that they may have in-stock. (To be honest, the closest one is about 50+ miles from where I live, if I can't receive a new one any other way, it's my main option.)
3) Request a temporary phone while I send my device to Nokia for a repair/replacement. Which can take 7 - 12 days to return after they have received it. (I talked it over with a Verizon representative in-person, I've have to supply my own phone for this. I just switched from At&t, I have no other unlocked or compatible device to fall back on.)
4) Just cancel my line, I mean, If I'm going to have these types of issues less than a week into having this service, how the heck would it be after 12+ years...? To my understanding, because it has been less than 14-days, I can just cancel my contract with not ETF's or other repercussions. (I've lasted those 12+ years with At&t... :U )
I just want a suggested course of action, one that doesn't make it harder for me, or the company.
Lotte, it's our goal to ensure that you have the best experience on your new device. You definitely have options. You can exchange that device for a new device within 14 days of purchase. Thereafter the 14 days, you will be provided with a warranty replacement device within 1-5 business days. However, please be advised that it may take 4-6 weeks for the manufacturer to repair it if you choose to send it to them. Did you order this device online at our website or by calling our Customer Service Department? If so, you were provided with a prepaid shipping label to send it back to us within 14 days. We want this process to be as easy as possible for you. LasinaH_VZWFollow us on Twitter @VZWSupport
I am having the same issue. This is my 2nd phone with this problem. The first one was replaced in the fall. I am not happy about this since the Verizon reps keeps saying, "I have dug deep and this is not a known concern" You have hundreds of customers complaining about this in multiple posts on this forum, and on the Nokia forums as well. I have seen many customers who are having the same problem on two and three phones.
Verizon Support,
There are numerous reports of the Lumina 928 and its audio problems, not only within Verizon Wireless Support threads, but on the internet... just Google "Lumina 928 audio issues" and you will see hundreds of issues. Some people have had numerous replacements, all developing the same issue. After reading through the many posts here, it's clear that Verizon Wireless is not properly addressing the issue (or at least it's not evident in this forum). I understand the policy is to replace a phone with the same one, but if the replacements phones are having the same issues, there is still a problem and this band-aid fix is unacceptable. Verizon, do you take this issue seriously? If you do, the customer should have the option of having the phone replaced with something different, of equal or greater value. If Verizon truly takes customer service seriously, this is what has to be done. If not, perhaps a nice class action suit would be in order... sad it may come to this.
What people should be doing for each time VZW sends a refurbished phone that has same problem as the device they returned is to file a complaint with the FCC and the BBB. When both the FCC and BBB start questioning these complains VZW will do something about it.
The problem is in the mechanics of the audio jack. When you plug in a headset it connects the stereo signal lines to the left and right headphone connections, but it also disconnects the speaker. Apparently the jack they're using is either in such tight quarters, or too close to something else, or just plain cheap, and unplugging the headphones doesn't spring back the switch to turn the speaker back on. I'm a little concerned by this because it's a design flaw, but it may actually be fixable simply by a millimeter shift in the position of the jack. Or by a slight adjustment of what's jamming the jack. Why has this not been addressed? Why are they simply handing people back "refurbished" phones that will develop the exact same problem? Please, it's otherwise a wonderful phone - it should be a pretty simple fix - fix it!
For most, this is likely not an issue of software, but of hardware. There is a small, silver/gray metal tab located just inside the headphone jack towards the outside wall. This tab is a pressure switch plate and depresses when headphones or aux jack are inserted to tell the phone to switch to "headphones" mode. It should spring back when headphones or aux are removed, but on this particular jack it can fail to spring back and gets stuck depressed, thus telling the phone to remain in "headphones" mode.
If you shine a light in, you can gently pry the switch plate back out with a needle or micro tweezers and your phone should disengage the "headphones" mode.
Hope this helps, and kudos to ColdBlueNorth for this post on the Nokia discussion boards: Mobile Community - Lumia 928 Fix the Stuck in "headphones" mode. - Microsoft Mobile Community
