New 17 pro call sound quality bad only over headphones

[The Toddler]

I just got a new 17 pro to replace my 13 mini. I’m now having issues with the incoming sound of my phone calls when using headphones, and only headphones. No other audio source is affected. Music and app sounds play perfectly.

This happens when I use AirPods Pro 2 and 3, and wired EarPods connected via USB-C, both network and wifi calling. (And even on a nice pair of wired headphones with no mic.)

The other party can hear me perfectly. But I’m hearing some kind of digital effect in the incoming audio, hard to describe -- it’s harsh/trebly, very sibilant. And perhaps some digital clipping? If the other party speaks very quietly, the effect isn’t as bad.

However, calls sound perfect when using the phone as a handset, on speakerphone, on bluetooth in the car, when using CarPlay, and when picked up on the 13 mini. So that seems to rule out a network, bluetooth, wifi, or USB-C issue. And I’ve recorded the calls I’ve made with headphones connected and the audio playback is normal.

What could be happening here? I’ve seen several posts on Reddit (here, here, and here) along similar lines, although they don’t always mention headphones. I’ve tweaked all kinds of settings and nothing seems to help.

 

[The Toddler]

Update: I called Apple Support and went to the Genius Bar, and they were unable to solve my issue. In store, they said the easiest solution was to exchange the phone since I was still within the return window.

I exchanged, and the problem continues on the new phone. Back to the drawing board.

 

[mjc775]

...However, calls sound perfect when using the phone as a handset, on speakerphone, on bluetooth in the car, when using CarPlay...

Does it sound bad when using CarPlay via USB? I'm trying to determine if you're having the same problem that I'm having.

 

[The Toddler]

Does it sound bad when using CarPlay via USB? I'm trying to determine if you're having the same problem that I'm having.

Thanks for replying and alerting me to your similar issue. My calls sound great on every type of connection (including bluetooth and carplay in the car) except for headphones, and it doesn't matter whether or not the headphones are wireless or wired.

I wonder if we're hearing the same thing. I don't know if I'd call it a swooshing, but an effect overtop the other party's voices. Almost as if there's too much treble but then the phone is also clipping above a certain frequency.

Have you tried doing a recording of your affected calls? My recordings sound totally normal even when they sounded bad live over headphones. And I spoke to my carrier T-Mobile and they found no issues with my connection. So the iPhone is doing something wonky to the audio when any kind of headphones are connected.

(In a perhaps unrelated issue, if I have the wired earpods plugged in, all voicemails will play over the phone's speaker and there's no way to turn it off.)

Also you mentioned landlines specifically. I realized I had only been calling landlines, so I tried a mobile number. The effect was perhaps a little diminished, but still there.

 

[The Toddler]

@mjc775 So I tried calling a few more mobile numbers and they sounded fine. However when I was at my Genius Bar appointment, they called with a mobile tester phone -- notably not an iphone -- I heard the problem. Also, even on landline calls where I hear the problem, it doesn't kick in if someone is speaking softly. But anyways, thank you again, you may be on to something with landlines being more affected.

 

[The Toddler]

So to anyone paying attention to this thread (@mjc775), an update.
I ran into a friend who just got the iPhone air, and I hear the issue on his phone too.

I called Apple Support back and the issue has been escalated. They ran some test to start gathering logs and will be reaching out again to gather more data. They also recommended that anyone affected call in to Apple Support to report the issue. The rep I spoke to was not aware of any widespread reports of this, so it's important that people start letting them know about it. I used the Apple Support app to reach out, but they said you could also go the reportaproblem.apple.com route.