We get it. Being on a call and not being able to hear the person you’re talking to is one of the most annoying experiences you can have. Sound quality issues can range from minor glitches to more serious signs of phone damage. Luckily, there are some troubleshooting techniques you can try at home!
Before we go a bit deeper into the ever-changing world of tech, please remember that we're always here for you. If you can’t find what you’re looking for in our FAQs, please reach out to Back Market Customer Care by logging in to your Back Market account > My orders > "Ask for help".
Here are some common audio issues people come across on their phones:
I can't hear other people or they can't hear me
When on a phone call, you may find yourself having a hard time hearing the person on the other end. A lot of factors can lead to this. Some are simple, while others are a bit more complicated. Don’t worry! This is usually pretty easy to resolve.
The first quick check is the volume level. Located on the side of your smartphone, you should find the volume rocker keys. Make sure the volume is set to the right level for you to hear.
My volume is on max but I still can't hear anybody
With the inclusion of the water and dust resistance features on modern smartphones, receivers (the little speaker at the top of your phone) are prone to dust and debris. The goal of resistance features is to prevent water and dust from entering through the various ports and speakers in your device, but they aren’t magic and that debris needs to go somewhere. If you notice an issue with the volume from your receiver (or out of the bottom speaker when you’re using speakerphone), it may be time to try cleaning the little grills covering the speakers. Some options for this include a new, dry toothbrush or a cotton swab.
(Pro Tip: try soaking one side in 90%+ isopropyl alcohol)
I can hear other people but they can't hear me
Similar to the speaker grill, the microphone has a grill that blocks dust and water from entering your device. Try cleaning the microphone in the same way as the speakers. The microphone is typically on the bottom edge of your device, on the other side of the speaker. To determine which side it is, try playing some music and see which side outputs the sound.
Something else to consider is how you hold the device. Especially when using a speakerphone or video calls. The way you hold the device may cover the microphone. If the person on the other end says they’re having issues hearing you, adjust the way you hold the device to see if that helps at all. Pay attention to where the microphone is, and don’t cover it with your hand.
Phone volume is on max, speakers and microphone are clean, but my phone isn't making any sound
If your device isn’t making any sound when it rings — or when you’re trying to watch a video — it may be on silent mode. Some phones have a switch on the side dedicated to toggling to silent mode — try flipping this, and remember, it may get flipped when putting the device into your pocket! Other devices will rely on software toggles to enable/disable silent mode. Swiping down from the top of your display will typically reveal the quick settings options. Check to see if your device is set to silent mode here.
Silent mode is off but my phone doesn't make any sound
The next thing to check is to see if you have any headphones or speakers connected to your device. The most obvious one is wired connections: make sure your headphones aren’t plugged in — unless they’re in your ears, of course. The less obvious is if you use wireless headphones or speakers. Many of these devices will automatically connect to your device if they are paired. Check your Bluetooth settings to see if there’s anything actively connected. If so, there should be an option to disconnect.
I can hear the other person and they can hear me but there is a lot of static
This one’s a bit trickier and depends on several factors. The first question would be: Where’s the static coming from? Is it the receiver, the speaker, or your headphones?
Headphones tend to be the easiest to resolve, as they’re prone to interference from external sources. Wired headphones are susceptible to static build-up on your clothes and body. Wireless headphones are susceptible to interference from many different sources. Try changing the location you’re in to see if the issue continues.
The speaker and receiver are different stories. While they are still susceptible to external interference, it is much less likely. The next possible factor is your cellular connection. If you’re experiencing static, specifically during phone calls, try changing your location to get a better signal, or try using higher quality call connections, such as Voice over LTE (VoLTE) or Wi-Fi calling. Most carriers offer these solutions, but they typically have to be toggled on. If you can’t find the settings quickly, you can contact your carrier on your device by calling 611.
One last possible issue is that the speaker or receiver may be blown. This is likely the case if you’re experiencing static regardless of where you are or what you’re doing on your phone (phone call, listening to music, watching a video, etc.). This could potentially be a hardware issue, which will likely require some sort of repair. Feel free to reach out to us in the help center to see if your device would qualify for a warranty repair.
My phone's audio issues are none of the above
If your issue hasn't been resolved using the solutions above, please reach out to Back Market Customer Care by logging in to your Back Market account > My orders > "Ask for help". With Back Market’s industry-leading one-year warranty on all devices sold on our platform, we’ll reach a quick resolution to get you back up and running!