iPhone 14 Pro audio garbled on voice calls

i have a iPhone 14 pro max. when connected via bluetooth- and only when making phone calls, after ten minutes the audio suddenly cuts out. It becomes garbled and neither I nor the other person can hear each other clearly. After a moment or two it returns to normal. If I immediately remove the airpods and switch to speaker or normal audio - it stops.


Here's what I've done so far to try and isolate the issue.


I disabled and reconnected the airpods. I’ve had the airpods replaced TWICE. and the problem persists.

I even substituted another set of airpods - and the same issue occurred.


The same thing happened when the phone was connected to the car (no airpods involved)

so we can eliminate my airpod pros as the source.

Also it never occurs when i’m listening to Spotify, Apple Music or YouTube TV.


It can happen at home on the wifi or outside on the cellular network. - So I've elimiated the home wifi network as the culprit. The only time I could not replicate the issue when I was at another person's house and I could see a cell tower about 1/4 mile away.


I even got a new iPhone from Apple and did a hard reset - and had to rebuild my data, I lost all my old iMessages, but restored my apps from the cloud. Still the problem persists and has been going on since last December. Has anyone else had this problem?


I’m stumped. Suggestions?

Originally posted on Feb 21, 2023 4:12 PM

iPhone 14 Pro

Posted on Sep 11, 2023 08:20 AM

Reply

Similar questions

4 replies

Sep 11, 2023 08:33 AM in response to Radiomogul

If you have a hearing or sound issue on your device then please try some of these processes to set it right


  1. If you have a distorted sound issue on your iPhone --> If you hear no sound or distorted sound from your iPhone, iPad
  2. If you are not able to hear the other person, click this...>If you can't hear a person on a call or voicemail or if the sound isn't ...
  3. If you only hear through speakerphone mode --> If your iPhone is stuck in headphone mode - Apple Support
  4. If the other person is not able to listen to you then please click this to identify the issue --> If the microphones on your iPhone, iPad, and iPod touch aren't ...


If the above options do not mitigate the issues then Contact your carrier and then Contact Apple Support



There are several potential reasons for distorted voice calls on an iPhone. Here are some common factors that can contribute to this issue:

  1. A weak or unstable cellular network signal can result in voice call distortion. If the signal strength is low, the audio quality may suffer, leading to distortion, dropouts, or static during calls.
  2. High network traffic or congestion can affect voice call quality. When there are too many users trying to access the network simultaneously, it can result in degraded call quality or distortion.
  3. It's recommended to keep your iPhone's software up to date and regularly check for app updates.
  4. If you are using a Bluetooth headset or speakerphone during calls, interference or compatibility issues can lead to distorted audio. Try disconnecting any connected Bluetooth devices and check if the voice quality improves.
  5. Voice call distortion can also be attributed to problems on the network provider's end. Temporary network outages, infrastructure issues, or maintenance work can affect call quality in specific areas or during certain times.


If you're experiencing persistent voice call distortion on your iPhone, it's recommended to troubleshoot the problem by following these steps:


  1. Check your network signal strength and switch to a different location if possible to see if the issue persists.
  2. Restart your iPhone to refresh the software and temporary settings.
  3. Disable any Bluetooth devices connected to your iPhone during calls and check if the distortion improves.
  4. Verify that your iPhone's software is up to date and install any available updates.
  5. Contact your network provider to inquire about any known issues in your area.
  6. If the problem persists, consider contacting or visiting an Apple authorized service center to diagnose and address any hardware-related problems.



Get a Genius Bar Reservation and Apple Support Options - Apple

When you encounter issues with your Apple devices, the Genius Bar at Apple Retail Stores is the go-to place for expert assistance. The Genius Bar is staffed by knowledgeable Apple employees, often referred to as "Geniuses," who can diagnose and resolve a wide range of hardware and software-related problems. To ensure personalized attention and a convenient visit, Apple provides the option to schedule a Genius Bar Reservation.


Contact Genius Bar.

Manage Reservations - My Reservations - Apple



Take your device to an Apple Retail Store or Apple Authorized Service Provider, or contact Apple Support:

  1. If you prefer face-to-face assistance, you can visit an Apple Retail Store. Apple Retail Stores are designed to provide a hands-on experience with Apple products and offer support services. You can speak with Apple specialists, known as "Creative Pros" in some locations, who can assist you with product-related inquiries or minor troubleshooting.
  2. In addition to Apple Retail Stores, there are Apple Authorized Service Providers (AASPs) that are authorized to perform repairs on Apple products. AASPs are independent businesses certified by Apple to offer service and repairs for various Apple devices.
  3. If visiting a physical location is not possible or convenient, you can seek support by contacting Apple Support. Apple offers various channels for support, including phone support, live chat, and email. The official Apple Support website provides information on how to reach out to Apple for assistance.


Finally, you can also start a repair log or track the status of existing repair --> Apple Repair and Repair Status Check - Official Apple Support


In summary, Apple provides customers with a range of support options, including the Genius Bar Reservation system, visits to Apple Retail Stores or Authorized Service Providers, and various channels to contact Apple Support for assistance with their products. These services aim to ensure that Apple users receive the necessary help and support whenever they encounter issues with their devices.



Sep 11, 2023 07:02 PM in response to Radiomogul

Radiomogul Said:

"iPhone 14 Pro audio garbled on voice calls: I contacted Apple Support today. I got elevated to a support supervisor. She told me that there have been several instances reported of air pod issues with iPhone 14."

-------


Troubleshooting iPhone Bugs:



Provide Apple with Feedback:

Do your Part: Provide Apple with feedback on this. Apple wont get back to you directly, but the more they hear of this, the more they will know what is going on, and what needs to be fixed. Apple will not nothing of you part in this issue, if you don't report it.


To Provide Feedback:

  1. Go Here: Feedback - iPhone - Apple
  2. Select: "Bug Report" for the "Feedback Type"
  3. Comment: on what when you came across this issue, and how you have troubleshot it thus far. Include the URL of this thread.
  4. Proceed form there as necessary

Sep 11, 2023 08:50 AM in response to SravanKrA

The issue does NOT occur when not using bluetooth - so I'm not sure it's the cellphone or cell tower.

I've also seen this issue when using other communication methods not involving the cell network like What'sApp or Facebook chat.


In addition, my phone AND the airpods have been replaced, and the issue persists. Apple Support even ran remote diagnostics and could find nothing.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

iPhone 14 Pro audio garbled on voice calls

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.