New iphone 5 with the new firmware 6.1.3 during a call does not go off the smartphone screen. In what could be the reason?

Do you have any protective case or protective film attached to your phone? If yes, make sure it does not cover the proximity sensor of the phone. It is located next to the receiver on the top of the front side.

Also try to reset the phone by holding the sleep and home button for about 10sec, until the Apple logo comes back again. If you proximity sensor did not work properly before, it should after the reset.

You will not lose data by resetting your device.

Oniplay wrote:

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I tried to restart, the problem still remains.

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Make sure you do a reset, not a restart. Press and hold both buttons, ignore the "slide to turn off" message and let go of the buttons after the Apple logo shows up on the screen.

If you did that and it did not bring any change, try to set it up as new device, as explained in this article:

How to back up your data and set up as a new device

If it does not work the first time, try not to use the backup afterwards in a second attempt, in case it contains corrupt data.

If still no luck, get it serviced:

Apple - Support - Service Answer Center

Do you mean that the screen is not turning off when placed near your face while on a call?

If so, the advice above is accurrate.

If you mean something else, please clearly describe the problem.

If you want it fixed, take it to Apple.

iOS did not break the sensor and no update will magically make it start functioning again. If anything was going to correct the issue it would be a restore as new.

Warranty and support are only valid in the country of origin. That really should have been a consideration before purchasing the device.

No offense, but its your problem if you ordered from a different country and cannot get support.

Let's clarify a few things.

The device was not ordered from America, certainly not from Apple. Apple will not ship outside the country.

Take the issue up with whomever the device was actually purchased from.

Warranty and support are only valid in the country of origin. There is not debate or discussion on this, it is fact.

If you have a US iPhone and want warranty support, then it is up to you to get the device to the US for support. Apple will not accept shipments from outside the country or return ship outside the country.

This is the risk that everyone takes when purchasing a device outside the country where it is intended to be used and why so many of us discourage this behaviour.

Sellers are under no obligation to replace/repair unless they specifically provide a warranty. In this case, Apple provides the warranty.

The same problem just like you 😮 oniplay