iPhone X, phone calls and Apple's Folio Case

Hi MugWup,

This could even be something as simple as the case interfering with or obstructing the iPhone's antenna. If this is the case, there is no workaround. If your case is new, and you still have the original packaging, you may be entitled to a refund given that you're not receiving the satisfaction that you expected from the product.

To enquire about a refund, or possible solutions for your particular case, you'll need to contact Apple Support.

There are 2 ways of contacting Apple Support:

Contacting AppleCare

If you're happy to speak to a technician over the phone to try and resolve your issue at home, you may use AppleCare to do so. If you'd like to get in touch with someone from AppleCare, simply go to getsupport.apple.com to get a callback from AppleCare.

Making a reservation

If you'd like to skip contacting AppleCare, you can create a reservation for your nearest Apple Store using the Apple Support App on your iPhone. Simply download the app, sign in with your Apple ID and follow the on-screen prompts to create a reservation.

If you do end up seeking a replacement, this is the kind of feedback that Apple would love to collect! You can provide product feedback over at apple.com/feedback.

If you have any further questions, queries or concerns, please don't hesitate to reply to the thread as I'm following it.

Best of luck!

Multiple threads on this:

Re: i have echo reception what i can only describe as choppy blurred voice on iphone x

Re: iPhone X microphone muffles at times during calls

Re: iPhone X microphone muffles at times during calls

I had the same problem. The open flip cover overlaps the microphone between the rear camera lense (little hole), which is responsible for the background noise cancellation. Phone calls are not possible like this, except you hold the case open like a book, which is not practical at all.

I went several time to the telekom shop where I bought the phone and to an apple store. They did not know anything, could not help me and suggested to "repair" the phone (which would take 2-3 weeks)...

Best solution: Send it back to Apple. I bought the Otterbox Strada. Leather is not a fine as the Apple folio, but everything is working...

Returning our two folio cases today, last day in the 14-day repair window. In addition to the muffling problem (consistant on one phone; on the other, intermittent, for reasons explained below), I had another problem.

One of the two cases didn’t fit the phone as well as it shoud. This manifest itself in the phone’s volume randomly going up and down. The plastic volume up/down buttons in the case, which are intended to line up with those on the left side of the phone, were misaligned somehow such that they would occasionally press the corresponding phone button with no user interaction. The volume would go all the way up (usually) or down (occasionally). The only way to stop this was by removing the phone from the case and reinserting it, hoping it lined up properly. Over time (hours or a day or so), it would slide out of place again, and the same thing would happen.

I’ve owned pretty much everything made by Apple since the Apple II+, and this product has had more problems-relative-to-price-and-simplicity than anything I’ve ever bought from them before. It’s too bad, because the concept is great, but the implementation is terrible.

Yes same problem for me with leather folio case

absolutely fine when used in car kit mode, but a comment every time about muffled, can’t hear you, line is terrible..when the cover is folded back. Apple fan.. from the first iPhone, but call quality on my 7 plus was so much better..this is coming a fitness for purpose issue! NOT worth the high price

There is nothing wrong with The folio case from Apple. All folio cases have this problem in combination with the iPhone X. It is because, when you fold the flap completely behind the phone, it covers the little microphone between th two camera lenses which is used for noise cancellation. I guess the algorithm used for noise ca gets confused with the case rubbing against

A work a the microphone.

Arthur

Agreed, 100%. I have been through a VERY lengthy journey trying to figure out what was going on. You are absolutely correct.... ANY folio case will give you an issue. Seems to be the mic on the rear of the case and noise cancellation that are causing the issue. Settings, General, Accessibility, Hearing....turn off noise cancellation? Oh dear Apple (shakes head). Maybe I should have gone with the suggestion of an Samsung phone instead.

The rear mic is used for noise reduction. If it is covered it will cause the symptoms you are describing, as has been reported by users of other models that have the noise reduction feature. It really isn't a software issue, as there is no software fix for covering a microphone. It doesn't happen with dictation or voice memo apps because they don't use noise reduction. If you turn off noise reduction in Settings/General/Accessibility the problem should go away. Or get a different case.

It took me a while to figure out the mic issue. I’ve found it works best to fold the case/flap flush against the back, but on an angle clear of the cameras and mic. When it’s pressed up against your ear it feels normal. I’m used to it now and it works fine, but still a bummer on otherwise a good case and phone.

Confirmed with iPhone X and Apple folio case. Folding back flap during calls leads to significantly reduced audibility. Not folding back flap during calls leads to normal audibility. It is likely related to the microphone on the rear camera assembly.

iOS knows when an Apple Folio case is on, as the Settings feature for “Lock/Unlock when opening cover“ appears when the Apple folio case is installed. They should be able to change the microphone characteristics when the Apple folio case is on. I’ve filed a bug report under hardware/iPhone and recommend others do the same.