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iPhone 5 bad call voice quality

274084 Views 925 Replies Latest reply: Mar 25, 2014 12:14 PM by Hgmichaels RSS Branched to a new discussion.
  • ApplePeter Level 1 Level 1 (0 points)
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    Jan 23, 2013 7:31 AM (in response to kcn81)

    Of course Apple won't say anything on this board but you can bet your bottom dollar they're reading it.

     

    Will try the Hearing Aid tip, thanks.

  • Morten Bibow Hansen Calculating status...
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    Jan 23, 2013 7:35 AM (in response to ApplePeter)

    They do....... I am sure, because they have removed several postings

     

  • gfake Calculating status...
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    Jan 23, 2013 8:51 AM (in response to joos8123)

    I posted a week or two ago regarding choppy and lost audio, especially using earpods. Went to Apple Store and they immediately replaced my 5 week old phone no questions asked. Did not have time to test in store but was told that would resolve the issue. New phone does exact same thing. Spent over an hour online with Apple Support and after numerous checks, changes, etc...they insist it is cell network even though issue is happening on facetime over wi-fi also. Went to Verizon and they say it is not a network/tower issue and we make sample calls using other phones (android) to verify. They have an internal forum with this documented and apple has not confirmed or supplied solution to them. Activated my old Palm Pre2 and used it at my desk where I normally use my iphone5 and had no issues with choppy or lost audio. So where is the issue Apple? Even though nothing has been acknowledged maybe they will sneak a tweak or fix in next IOS release.

     

    If not then out with Apple and in with Android!

  • dysphonix Calculating status...
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    Jan 23, 2013 9:15 AM (in response to gfake)

    With consideration on how long it's taking to develop a software update, it's starting to look like this could be a hardware issue which would be a massive problem for Apple that would be more easily swept under the rug by quickly releasing 'replacement' iPhone 5S's or iPhone 6's...

     

    For them to blame the carriers is completely unacceptable. As gfake mentioned, it happens whether its on a cell call or wifi or face time...

     

    I never thought I would say that my first iPhone would be my last...with how little Apple is doing to resolve all of our issues, I will most likely go back to Android soon....

  • solversen Calculating status...
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    Jan 23, 2013 9:28 AM (in response to joos8123)

    Anybody tried the ios 6.1 beta to see if this would solve the problem?

  • jfaughnan Level 3 Level 3 (780 points)
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    Jan 23, 2013 9:39 AM (in response to joos8123)

    Nothing new to report, but I am reminded of this problem every time I have to join a GlobalCrossing conference call from home. I have to use speakerphone mode (hearing aid enabled) instead of my preferred wired headset.

     

    I still suspect it's some interaction between voice channel compression and/or noise cancellation (but maybe compression most of all) with some but not all cell tower firmware/software.On iOS side could be firmware, hardware, software or all three.

     

    I wonder if this hard problem is part of what is delaying 6.1.

     

    I'm AT&T only.

     

    Sure is painful.

  • Charles Park Seward Level 1 Level 1 (55 points)
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    Jan 23, 2013 9:59 AM (in response to jfaughnan)

    When using the speakerphone mode, is the phone face up or face down? Since the other mic is on the back of the iPhone, it may work better if it is "up", that is, the phone lying face down.

     

    Is the iPhone in a case? A case may interfere with the microphone reception.

     

    My iPhone 5 works fine so testing it may not be of any help. Strange problem.

  • ssspluto Level 1 Level 1 (0 points)
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    Jan 23, 2013 10:53 AM (in response to Charles Park Seward)

    When in speakerphone mode, the iPhone 5 will assume you put the phone face up, and therefore will turn off the microphone in the back side.  It will then use the microphones in the ear piece and at the bottom for noise cancelling purpose.  (I'm not so sure about this because what if the person is driving and using the iPhone 5 in speaker phone mode?)

     

    However, the software does not process this condition right and the person at the other end will suffer while hearing all kinds of noises and clunking sounds.  The person that calling from iPhone 5 may never notice anything wrong.

     

    The same problem exists if you use the ear phone plug-in.

     

    It seems not every iPhone 5 has the same problem but that's because if you use the iPhone close to your ear and mouth, it works just fine.  When there is a problem with a bad voice call, many people just blame it on the connection or just put up with it because they love the rest of the iPhone 5 so much :-)

  • temple2101 Calculating status...
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    Jan 23, 2013 11:37 AM (in response to jfaughnan)

    Just wanted to add my 2 cents here  (again).  I reported that I too have this issue a while back.  I've been following the thread and was hoping for a software fix but finally decided to give a replacement a try.  As others have stated, I went into the Apple Store, simply said I was having call quality issues and the Genius said, "OK, want to try a new one?"  Well, it's been about a week on the new phone with little to no improvement.  My biggest issue is choppiness, and my other issue is using my bluetooth headset (Plantronics Voyager Pro) which works perfectly with other phones, but crackles badly with the iPhone 5.  Even without the headset there are many times where the voice is clipped.  Both phones exhibited the exact same problems.  No help from me, but wanted to stay engaged as yet another owner with issues.  I love the iPhone for everything else it does, but as I begin to travel more for my job and rely more heavily on my iPhone it may become very difficult to deal with.

  • Nicebernards Calculating status...
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    Jan 23, 2013 11:42 AM (in response to joos8123)

    Me again ......

     

    I'm curious to know if anyone out there knows of an iPhone5 that works as it should??? I mean are we in the minority? I know not good but be god to know if some actually work!!

  • sk1sk1 Level 1 Level 1 (0 points)
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    Jan 23, 2013 12:02 PM (in response to Nicebernards)

    I've wondered that myself, Nicebernards.  Do some iPhone 5's work, are we a minority?

     

    I've tested it with two people (one a Genius, one an ordinary consumer) who are happy with their iPhone 5 and said they don't have any problems with call quality.  I ran my test procedure on both of their phones, and their handsets both failed.  Those phones exhibit the exact same drop-out for low volume signals as every other iPhone 5 I've tested.  I've tested it on three U.S. carriers, and at least six different handsets.  All have exactly the same behavior on my test suite - 100% reproducable solid drop-outs of recorded speech that is clear and intelligible on iPhone 4 and other phones.

     

    My conclusion is that the "problem" is present in 100% of iPhone 5's, but the vast majority of people simply don't notice it or aren't bothered by it.  If you set the volume high enough, and talk to people who speak loudly, there's not much of a problem with drop-outs.  Those of us who make lots of conference calls or talk to people on speakerphones may have a different, less satisfying, experience. 

     

    For me, the iPhone 5 was unusable as a business phone, and I returned it.  I'm using my iPhone 4 happily, and waiting with anticipation for a fix so I can try again.

  • Charles Park Seward Level 1 Level 1 (55 points)
    Currently Being Moderated
    Jan 23, 2013 12:03 PM (in response to Nicebernards)

    Yes. I have had two and they both work fine. Voice quality is better than my old 4. Signal strength is the same as the 4. No one I have talked to using the 5 has had any problems.

     

    I travel every week and connect to different AT&T sites all over the U.S. and they all sound fine.

     

    With 50 million iPhone 5s sold, I'd expect millions of complaints if they were all bad. That hasn't happened so the vast majority of the phones must be working fine.

     

    I work in television and I know good audio.

     

    It will be interesting to see what the problems actually are. From people leaving the shipping plastic on the phone to perhaps problems in software, hardware or carrier incompatibilities.

  • sk1sk1 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Jan 23, 2013 12:11 PM (in response to Charles Park Seward)

    Dear Charles Park Seward,

     

    Since you know good audio, I ask you to run the test procedure I've posted here on your iPhone 5, taking care to follow each and every step, and let us know if your phone passes.  Your reference should be a good landline, where you will hear that certain entire sentences (not all) will be muted to the noise floor on your iPhone 5 (at its lowest volume on Apple headphones in a completely quiet room).  My guess is that you'll find your iPhone 5 fails that test - but that your usage pattern is such that you don't have problems.

  • rraikov Level 1 Level 1 (0 points)
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    Jan 23, 2013 12:15 PM (in response to joos8123)

    Did anyone see iPhone 5 call quality testing, compared across carriers from CNET available at http://reviews.cnet.com/8301-19512_7-57536314-233/iphone-5-call-quality-testing- compared-across-carriers/ That makes me wonder if it's a hardware issue caused by faulty production batch(es). Thoughts?

  • ID-Guy Calculating status...
    Currently Being Moderated
    Jan 23, 2013 12:24 PM (in response to rraikov)

    Thats it!  My Verizon service sounds just like that sample audio clip from the article you listed

    http://reviews.cnet.com/8301-19512_7-57536314-233/iphone-5-call-quality-testing- compared-across-carriers/

    .  If you listen to that audio sample they posted notice how choppy and garbled it sounds with the Verizon sample!  Especially at the middle of the clip to the end.  All the other samples sound fairly nice and clear compared to the verizon sample.

     

    Judging from that my thoughts are it may in fact be a carrier issue, but it seems many on here having issues are from multiple carriers.  Can any of the people having issues that are not using verizon confirm that the sound is like the verizon audio clip?  The funny thing in all of this is I tried a friends Iphone 4S that is on verizon and it sounds just as choppy and garbled if not worse.  There doesnt seem to be a clear pattern in all of this.

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