Lumia 928 Audio Drop-outs

[rick_h]

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?

[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.

[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.

[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.

[vzw_customer_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.

[primortal]

Just like any defective device get it replaced....

[vzw_customer_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

[Proton17]

Can you please provide some guidance on how to send you a private message? I tried to send you a "Direct Message" but the system does not permit it for your type of account?

[Ann154]

Proton17 wrote:

Can you please provide some guidance on how to send you a private message? I tried to send you a "Direct Message" but the system does not permit it for your type of account?

[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.

[vzw_customer_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

[JMackieSr]

Yes went to Verizon today and that are replacing the phone. Stan was very helpful.

If number 3 has issues I will be going to a Droid or Samsung galaxy.

[Mouak05]

Alrighty All,

I am officially on phone number FIVE (Verizon is sending another replacement). The audio ear piece on phone number four drops off too often now and this morning the phone wouldn't recognize the 3.5mm headphone jack that I've been using for the last month or so. It just switches to the speakers instead. However after a couple of hours it went back to normal (the headphone jack that is). The phone's audio ear piece still falls off randomly or gets distorted. Its been only SEVEN months and I'm already on my FIFTH Nokia Lumia 928.

Verizon wouldn't give me an option to trade for some used Android phone. I'm sure come Dec, I'll be on phone SIX, since no one knows what's going on with these phones. I had my Samsung Charge for 2.5 yrs and it never had this much problem.

Hopefully someone figures out what is wrong with them, its getting kind of ridiculous, especially when I have to use the speaker to talk to people.

[primortal]

I'd suggest you contact a few of the executives, http://aboutus.verizonwireless.com/leadership/executive/index.html and let them know you find this HIGHLY unacceptable the number of defective devices you received.

As many has said on this community that there only a few that have the unfortunate luck of getting defective devices.

[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.

[vzw_customer_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