iPhone 14 screen freezing during calls

I have had my 14 pro max since November 2022 and I have been facing freezing problem since the first day. It only happens when I get a call, the screen freezes and the only thing I can do is to press the power button and decline the call. I have contacted Apple support numerous times, each time explaining the issue all over again. I have followed every instruction they gave, and even sent a video proving the issue, but it's never enough. They keep asking for more data, like uploading logs, but even that wasn't sufficient. They never call back or help in any way, they just pretend to be caring and trying to solve the problem. I too believe that they dont know what's causing the problem. I couldnt even get a replacement, as I guess that's out of the question in Turkey. I too regret buying this phone.

When your phone is freezing and or slow. You can do a hard reset to get things working again. Click up then down on the two volume buttons then hold your lock button for 10 seconds ignoring “Slide to turn of device”. This should help. When your device turns on allow 30-45 seconds to reboot before entering passcode. Then, an additional 30 seconds when unlocked.

*Swipe out of apps you aren’t currently using. Sometimes its better not to swipe out of everything as those apps are “warmed up” (Do this before resetting or after phone has been on for at least two minutes)

Im using iphone 14 pro same problem i bought harveynorman September las year using three network in ireland. I think thats started after month when i bought i was living with that until now. First i was bringing phone to warranty to harveynorman they was saying they test everything no fouls found so ask me or they can do restore to my phone i agree and they charge me for that (not even send phone back until i pay to them) so was good for 1 week after that again same problem screen gets frozen doing phone calls. So i was contacted straight to apple they say make restore and don’t back up anything create like new phone i did that was same issue, so i send to apple they tested and change camera (im not sure back or front) anyway 3days after i got my phone back i got phone frozen again… what els I should do?

Apple replaced my phone 2 times already but problem not resolved. Its a buggy software. Apple have a huge bug in their system and they are not smart enough to fix issue. Their system not picking up error to identify where fail is happening. Logs didn't show anything at the moment when phone froze also . They saying it mind be something because of e-sim and how my operator works. Blaming cell phone carrier . I have comcast xfinity mobile .

But they should make software work with every carrier if they cannot make it they should specify this phone not compatible with such and such carriers.

Hoping iphone 15 wont have same problem. If it will so it will mean bye bye iphone for me and welcome android. Because to have a phone and not able to use it normally for phone calls it’s ridiculous

Hi Masha,

same over there.

only one replacement, and lots of calls manipulations logs….

are you on e-sim ? I get one physical SIM + eSim and I was wondering if indeed they didn’t get any issue specifically with esim ?

If you scroll through some of the answers you will see the workaround that has been working:

Go to settings, accessibility, touch, and then switch the "prevent lock to end call" over so its green. That way when you're on the phone and its frozen, you can lock it and unlock it with the button on the side to unfreeze the screen without hanging the call up.

Same here, I went to Apple Store they say no issue with the system and they changed my phone. Still not working properly, it happens on 2 calls over 3, normal calls and WhatsApp calls.

It’s a cell phone, the first thing that should be working are phone calls ! So disappointed 😔

I am experiencing the same thing! Almost all my calls are frozen, and when I go to try and move it to the speaker to look something up, I have to hit the power button, and then it hangs up the phone call. Now my sister has the same phone, and I don't know if this is a problem for her too, but I am super upset with Apple. I have never had this many problems with a device before. I think the connection it has to my watch has messed up my watch some as well. I know that it is a phone thing, it has to be and the response will be to take it to the Apple store so they can fix it, but I know the fix is getting a new phone and I don't have the time or money for that right now. Why should I pay at the cost of a company's mistake?

I don’t think you’d have to pay for a new phone since obviously something is defective with yours and the rest of us having this issue. I have been using this workaround and it has solved the issue for now:

Go to settings, accessibility, touch, and then switch the "prevent lock to end call" over so its green. That way when you're on the phone and its frozen, you can lock it and unlock it with the button on the side to unfreeze the screen without hanging the call up.

The last time I talked to Apple support, they told me I would have to pay for a new one lol, I am hopeful this accessibility thing works, still upset that I have to do something like that since the basic function of the phone is glitching lol

That’s BS, absolutely do not pay for a new one. It’s been working for me for months now so it should for you too! Yes it is so frustrating, this is very basic functionality and they can’t even figure that out. It’s still annoying to deal with but I at least don’t have to hang up on anyone mid convo. I’m just waiting until the next one comes out & I can upgrade under my plan, hopefully there won’t be the same issues.

That is what I told them, lol. I was like, um, no thanks, I will deal with the problem, haha . Oh, I am so hopeful for the accessibility fix! I hope the software update in a month or so will fix anything like this :)

I have a question. I have changed the setting to accessibility, touch, and then switch the "prevent lock to end call" over so its green.

When you say lock and unlock it with the button on the side? Do you mean volume up or down on thge left or the right hand button. I just want to get this right.

I am grateful and will try this.

The button on the right, not the volume buttons but the lone button on the other side. If you’re on the phone and it freezes but you need to do something on the phone while you’re still on the call, press that button. The screen will lock and then you can unlock your phone as you normally would, without affecting your call.

This has been the only thing that has worked. Apple refuses to acknowledge this issue. Says Theo unaware of the issue.

Go to settings, accessibility, touch, and then switch the "prevent lock to end call" over so its green. That way when you're on the phone and its frozen, you can lock it and unlock it with the button on the side to unfreeze the screen without hanging the call up.

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