AirPod pro breaking up while on a call

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Level 1

15 points

AirPod pro breaking up while on a call

Recently I've been running into the issue that my AirPod pros will start breaking up while I'm on the phone. I know it's not the connection because when I switch to the iPhone speaker it's fine. Randomly I'll be on the phone and the audio will start going in and out. The only fix I've noticed is I switch the call to speaker for about 30 seconds and what I switch back to the AirPods it works again. Its getting frustrating since I work from home and I’m Facilitating WebEx sessions or conference calls all day. I have tried disconnecting and reconnecting my AirPods by forgetting the device and setting up a new connection, with no change. The only thing I possibly have noticed but can’t confirm is that it might happen when a text etc comes through while on the phone.

Anyone else with the same issue? Or know of how I can fix this or what to do?

Please help

iPhone 11 Pro

Posted on Jul 12, 2021 11:26 PM

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Answer 1

jdo_apple

Community Specialist

Jul 31, 2021 1:32 PM in response to mikeyb21

Hi mikeyb21,

Got it. It sounds like your AirPods Pro may qualify for this service program:

AirPods Pro Service Program for Sound Issues

We recommend contacting Apple Support directly using the link in that article to look into this further.

Take care.

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Answer 2

Brian_P7

Community Specialist

Jul 30, 2021 2:56 PM in response to mikeyb21

Hi mikeyb21,

We appreciate those details. You've tried all the steps in this article as well, correct?

If the sound from your wireless headphones cuts out or is distorted

Is your iPhone updated to the latest version of iOS, 14.7.1?

Update your iPhone, iPad, or iPod touch

Take care.

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Answer 3

KMB_12

Community Specialist

Jul 13, 2021 5:40 PM in response to mikeyb21

Hi mikeyb21,

Thank you for participating in the Apple Support Communities. We understand your AirPods Pro have poor sound quality while on calls, and we'd like to assist. This article has a few steps that may help:

If your AirPods Pro make crackling or static sounds

Take care.

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Answer 4

mikeyb21 Author

Level 1

15 points

Jul 31, 2021 2:16 PM in response to jdo_apple

i was actually just in a week or so ago. They tested my AirPods, found that they failed and replaced both AirPods. Could they have replaced them with ones that have the same issue? should I make another appointment?

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Answer 5

mikeyb21 Author

Level 1

15 points

Jul 30, 2021 7:21 AM in response to KMB_12

So i took my Airpods in for service and they did an hour long test on them. The test failed and they replaced both of my Airpods. i thought that this would be the fix and everything would be good. But again i am using them for a work call and they start breaking up. I have tried multiple different setting changes (being on Wi-Fi, off Wi-Fi, on 4g, on LTE, disconnect/reconnect the Airpods themselves) and it still has been happening. My phone is always a foot from me and it has happened at multiple locations so it is not outside interference. The issue almost sounds like you are loosing signal and the call is breaking up for both what others hear and what i hear. I am only using one ear bud at a time so i can switch back and forth when they run low on battery. I love all of my apple products, for the price that i paid for these i wish they worked without issue.

Please help me figure this out!

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Answer 6

mikeyb21 Author

Level 1

15 points

Jul 30, 2021 4:08 PM in response to Brian_P7

Yes I have tried multiple times to do those steps and Mr phone is the 11pro and in updated to the most recent IOS.

I work from home and I’m on the phone a descent amount of time so I would love to get this resolved to use without issue.

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Answer 7

judysings

Community Specialist

Aug 4, 2021 11:39 AM in response to mikeyb21

Hi mikeyb21,

If you're reluctant to go back to the Apple Store or Apple Authorized Service Provider, maybe try contacting Apple Support first to determine if this is necessary.

Contact - Official Apple Support

Take care.

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AirPod pro breaking up while on a call

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