I cant hear when one person in particular calls - first a message came up when they first called .. the mute button is on but won’t switch off .. has letter “r” and another letter showing

Hi Kas107,

Thanks for reaching out to us here in Apple Support Communities! We understand that you're unable to hear one contact when they call you, and we want to do all we can to help. When the Mute button is enabled on your iPhone, this would still allow you to hear the caller, but they wouldn't be able to hear you, it would mute the audio coming from your side.

When the contact calls, are you holding the iPhone to your ear, using speakerphone, or listening through headphones? Also, does the contact call you from the same location each time? If it's only happening with one contact, the audio trouble may be from their side, and we'd like to see if we can isolate the problem a bit more.

Please let us know what you find! We're here for you.

Have a great day.