Xperia z5 premium loud speaker during calls not working

[jennifer88]

Hi 

I have bought a grade A refurbished z5 premium but have found that the loud speaker does not work during calls, if i press the loud speaker button it just mutes the call. The speaker works perfectly fine when watching videos or playing music. I've tried to contact the website i bought it from but have not had a reply yet, so was wondering if there is something i can do myself to fix it?

[Martin1]

Hi @jennifer88, let me see if I can help out here! 

Have you been able to carry out a quick test of the speakers in the phone to see if the hardware works as intended? Find and tap settings > Support > Speakers & microphone. Also, try clearing the data for the phone app. This will reset all settings for the app which might do the trick. Find and tap Settings > Apps > Phone > Storage > Clear data > Tap "OK" > Restart the phone.

Another thing that you can try is to reboot your phone in safe mode to see if the loudspeaker works better there. Safe mode is a troubleshooting mode where all apps downloaded from Play Store is temporarily deactivated, that way you can see if this behaviour is caused by a downloaded app. For more information on safe mode and how to use it, click here.

Try these measures and let me know how it goes! 

[jennifer88]

Thank you for your reply! I've run the speaker tests and it all worked as it should. Clearing the data didn't help and I tried calling in safe mode and the loud speaker still doesn't work unfortunately. 

I've also had no luck contacting the seller!

[Martin1]

Hi again @jennifer88 and thank you for the quick reply! 

The fact that the speakers worked as intended in the test is positive at least. The best thing to do in this case is to try to do a software repair using Xperia Companion and a computer. Keep in mind though that the software repair will erase all user data so if you have transfered any content such as contacts, pictures etc., it is wise to do a backup before the repaie in order to avoid data loss.

Try this and let me know how it goes! 

[jennifer88]

I've just finished the software repair and it still hasn't helped 

[Martin1]

Thank you @jennifer88 for the quick reply! 

In that case, I believe that the best thing to do is to get in contact with your local support team in order to have the phone sent for physical repair. If you have any questions regarding the service such as service routines, warranty an consumer laws, these kind of questions are best answered by your local support team as well.

Let me know if you have any further questions!