Airpods Unexpected Behavior During Calls

Question

AlexSohn Author

Level 1

8 points

Airpods Unexpected Behavior During Calls

Hello all,

My question is regarding AirPods model number A1523.

During calls or FaceTime the AirPods will exhibit a number of unexpected behaviors:

Losing bluetooth connection

My audio is played back to the caller and I lose audio

Short disconnections

Cessation of audio without disconnecting.

I’ve updated my phone, reset my AirPods, and brought them in to be tested. Nothing helped.

Would love some responses as I’m at wits end with this one.

Tested with two different iPhone 12 Pro Maxes.

Regards,

Alex Sohn

iPhone 12 Pro Max, iOS 15

Posted on Jul 10, 2021 12:02 AM

Reply

Answer 1

KMB_12

Community Specialist

Jul 10, 2021 6:19 PM in response to AlexSohn

Thanks for posting in the Apple Support Communities AlexSohn,

We understand you're having some issues with your AirPods when used on FaceTime calls. Isolating by testing them on another iPhone was a great step to take.

Are the issue you're encountering present only on FaceTime calls? Do FaceTime calls work as expected when your AirPods aren't used?

Do you encounter the same behavior, is they're used for a FaceTime audio call, rather than a video call?

The "If you have connection or sound quality issues with FaceTime" section of the following page may offer some helpful information as well: If you can't make a FaceTime call on your iPhone, iPad, or iPod touch

We look forward to hearing back from you!

Reply

Answer 2

mikeg28806

Community Specialist

Jul 13, 2021 11:38 AM in response to AlexSohn

Thanks for keeping us up to speed AlexSohn,

Is the iPhone you pair your AirPods with up to date? If not, be sure you backup first. If needed, you can find guidance on updating here:

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

If your iPhone is already up to date, or there's no change after updating, tap Settings > Bluetooth > AirPods, than tap "I" and scroll down to the firmware version. Which firmware do you see displayed there?

We'll look forward to hearing back from you!

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Answer 3

sterling r

Community Specialist

Jul 13, 2021 7:39 PM in response to AlexSohn

Hi there AlexSohn,

Isolating whether behavior occurs on more than one device was definitely a good step to take. Since you're experiencing the behavior on your iPhone as well as your laptop, we recommend that you contact Apple Support for additional assistance with your AirPods.

Cheers!

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Answer 4

AlexSohn Author

Level 1

8 points

Jul 10, 2021 6:39 PM in response to KMB_12

Thanks for the response Kareng12,

FaceTime Calls work as expected when AirPods aren’t used.

When audio is played on the AirPods and the microphone on the AirPods is used at the same time no issues occur.

I have no cases I recollect using the AirPods having the same issues.

Placing the AirPods in their case and taking them out again can resolve the issues temporarily.

The same issue occurs on Mobile Calls, FaceTime Audio, and FaceTime Video.

I glanced at the link you sent and I appreciate the effort but It doesn’t resolve anything. I’ve tried making calls from cellular and two different Wi-Fi networks.

Eagerly awaiting a response,

AlexSohn

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