Caller cannot hear me

[Dec92]

We have tried the settings we see concerning the inability for a caller to hear me. Also restarting does not reset the volume. Can anybody help with a list of “to do’s” if we have missed anything please. It would be much appreciated 

[Martin1]

Hi Dec92 and welcome to the Xperia Support Forum! 

I am sorry to hear about this, Is it in all calls that the sound quality is lacking or is it just with certain responders?

Firstly It would also be a good idea to test the microphone in the Diagnostics menu of the phone in order to see that the microphone woks as intended. Find and tap Settings > About phone > Diagnostics > Test device > 

I would also advice that you try to insert a different SIM-card in your E4 and try to make a phone call, this in order to see if it is the SIM card that is causing this and needs to be replaced.

Another troubleshooting measure is to reboot your phone into safe mode. All apps downloaded from Play store is deactivated in safe mode and by doing this you can find out if there lack of sound quality is caused by a downloaded app. To find out more about safe mode and how to enter it click here.

If none of theese measures work to improve the sound quality I would advice tha you send your phone in to an authorized service center in order to have it examined and possibly repaired. For further instructions on how to send it in you can contact your local support center

Try these measure and let me know how it goes! 

[Dec92]

Hi

Thank you you for your prompt feedback

i have tried the diagnostics and all worked, Ive factory reset and as many settings that I can see but the caller still cannot hear me.

any other suggestions please

[Martin1]

Hi again and thank you for your quick response.

If none of the previously mentioned measures manages to improve the sound quality in your calls i would suggest that you try to perform a software repair in your phone using Xperia Companion and a computer. You can find more information about how to do a software repair here.

Please note that a software repair will erase all personal data from the phone such as Contacts, Images and Music. Therefor I would suggest that you create a backup before repairing the software repair.

If you still find the sound quality lacking after the software repair i suggest that you contact your local support for instructions on how to send the device to an authorized service center.