Voice cutting out during FaceTime video calls on IPhone 11 Pro

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Level 1

14 points

Voice cutting out during FaceTime video calls on IPhone 11 Pro

On video calls through any app, be it FaceTime or Whatsapp or even Facebook messenger, my voice keeps cutting out. It has become really annoying as the people I am talking to keep complaining that I keep cutting in and out. This happens on WiFi or on cellular data and with any contact. I have already got my phone replaced once and then set it up as a new phone, but still same issue is seen again. Also tried to factory reset my phone and start it without any backup 3 times after (thinking maybe it's some app that is causing this problem), but still the issue remains. I am on iOS14 and on T-mobile network. This problem has been occurring since quite some months now. Maybe this started in some previous versions of IOS and has continued? When went to store for apple support, they claim there is no problem on hardware side. Can an apple developer please investigate this? It is very frustrating to have any video calls like this.

iPhone 11 Pro, iOS 14

Posted on Sep 25, 2020 9:44 AM

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Answer 1

chuck_3rd

Community Specialist

Oct 1, 2020 7:09 PM in response to pallaviavle

Hello pallaviavle,

Thanks for using the Apple Support Communities. We understand that you're having an issue with your audio during video calls, regardless of the app in use.

Do you happen to have a case or screen protector on your iPhone? If so, does removing them make a difference?

Have you noticed if this happens in the same location or does it appear to be random? Have you reviewed, Resolve Wi-Fi and Bluetooth issues caused by wireless interference, to try and rule out possible interference?

Best regards.

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Answer 2

chuck_3rd

Community Specialist

Oct 15, 2020 5:18 PM in response to pallaviavle

Hello pallaviavle,

We appreciate you keeping us in the loop about this issue. Since the actions provided haven't resolved the issue, you can indeed reach out to Apple Support for additional assistance. You can contact them directly at Get Support.

Best of luck!

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Answer 3

pallaviavle Author

Level 1

14 points

Oct 2, 2020 7:14 AM in response to chuck_3rd

Hello @chuck_3rd,

I don't have a screen protector but have a case on my iPhone. I have tried without the case too, but the problem exists. It does not happen in one particular location, but happens anywhere. I reviewed the link you shared and have ruled out the interference, but still the problem is existing. This happens while on WiFi as well as on cellular network.

Any help would be much appreciated! Thank you!!

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Answer 4

pallaviavle Author

Level 1

14 points

Oct 15, 2020 1:52 PM in response to raina_b22

Hello,

I have already updated to iOS 14.0.1 and still this issue is persisting. Also tried to reset the network settings, but no luck still! Can I please get in touch with any agent to discuss on this? It looks like so many people are reporting this same issue on various other threads, so looks like there is definitely a problem here. Any help would be greatly appreciated!

Thank you

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Answer 5

raina_b22

Community Specialist

Oct 2, 2020 10:37 AM in response to pallaviavle

Hi, pallaviavle!

Thanks for the follow-up and letting us know your findings with the direction provided. You mentioned that you've updated to iOS 14, have you gone ahead and updated to iOS 14.0.1? If not, go ahead and install this update, and then check your apps for updates as well.

How to back up your iPhone, iPad, and iPod touch

Update your iPhone, iPad, or iPod touch

Update apps or use automatic downloads

If the issue persists once all updates have completed, you can try resetting your network settings to see if that helps. Keep in mind that this action will reset all Wi-Fi networks, along with the passwords, as well as your cellular settings, and any VPN or APN settings you've used previously. You'll find this reset is outlined in the article below under section: Reset your Network Settings.

If you see No Service or Searching on your iPhone or iPad

Keep us posted on how it goes.

Best wishes.

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Voice cutting out during FaceTime video calls on IPhone 11 Pro

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