Randomly get no audio (iPhone 6S)

Discussion in 'iPhone Tips, Help and Troubleshooting' started by Windie, Dec 4, 2016.

  1. Windie macrumors newbie

    Dec 4, 2016
    I'm having a very weird audio problem, Googled but didn't find any information regarding this. I bought a brand new iPhone 6S 128GB from Rogers (Canada) last week.
    • Randomly I would get no audio on calls, or transmit no audio. In other words sometimes I would hear nothing from the other person, and sometimes the other person can't hear anything from me, or both.
    • Additionally, sometimes when I have sound on a call, but after I plug earphones in, I would get no sound. Even after unplugging earphones, I would still get no sound (which rules out defective earphones)
    I went to Apple store, and their diagnostic tool wasn't able to detect anything. I doubted it could anyways since this problem is so random and probably just a connectivity issue, not something a diagnostic tool could detect. And of course, they refused to exchange my phone even though it was barely 5 days old. They upgraded my phone to latest firmware and claimed it would solve the problem, of course it didn't. So next I went to Rogers, and they said exact same thing - can't reproduce this problem in store = no exchange.

    Does anyone have any idea what might be causing this? This is getting highly frustrating. It has probably a 10% chance of occurring so it's difficult to reproduce it on the spot in store. Could it be a sim card issue? But if it was a sim card issue, why does it still say I'm connected on the call, just no audio? Should I contact Apple tech support (if there even is any)? Going to apple store is useless, all they do is connect it to their iPad and run an automated diagnostic test...


    Btw, is anyone else having issues visiting apple forum? It keeps throwing "discussions.apple.com redirected you too many times or "Hmm, we can't reach this page." depending on what browser I'm using.
  2. deany macrumors 68030


    Sep 16, 2012
    North Wales
    Does it happen in same location or a number of locations.

    Stange Rogers dont have a 14 day returns policy there again I think Three UK pretend you can return when its law if bought online or over the phone..
  3. Windie thread starter macrumors newbie

    Dec 4, 2016
    It happens in any location.
    Rogers has a 15 day return policy, only if you used less than 30min of call time, which is really dumb if you ask me especially for call-related problems like this. I mean of course you're gonna go over 30min of call time to discover call-related problems lol.
  4. Windie thread starter macrumors newbie

    Dec 4, 2016
    It's a brand new phone barely a week old... I'm not going to take it apart lol. Not only would that void warranty I'm not a iPhone repair expert.
  5. Nicola_Ripiccini macrumors newbie

    Dec 3, 2016
    If it's new, contact the Apple for support warranty
  6. C DM macrumors Sandy Bridge

    Oct 17, 2011
    Get it exchanged for a new one since it's still within the return period.
  7. Windie thread starter macrumors newbie

    Dec 4, 2016
    Like I said in OP, I've already been to Rogers and Apple store. They refuse to exchange it because "they can't prove it's not working in the store". I also can't return it because Rogers has that stupid 30-min call time limit and I'm way past that. I probably made more than 30min of call within the first day of purchase.
  8. C DM macrumors Sandy Bridge

    Oct 17, 2011
    Apple store should be able to do something about it even if you didn't purchase it from them. Ask to speak to a manager or try another Apple store or contact Apple online perhaps.
  9. Windie thread starter macrumors newbie

    Dec 4, 2016
    Hey thanks for the tip. It actually worked, miraculously. Experienced no audio again today, immediately went to Apple store, demanded to see manager since the reps refuse to replace, and I was lucky enough to reproduce the bug on the spot. Now gotta wait 2 hours for technician to check it before giving me a replacement... hopefully I'll actually get a replacement now I've proved it.
  10. C DM macrumors Sandy Bridge

    Oct 17, 2011
    Unfortunately things like that ultimately depend on the store and individuals you deal with and even the mood they are in at that time basically--as do most things in life really--but more often than not with companies like Apple they tend to side with the customer, within reason (that's not to say that they are the best or amazing all the time or anything like that). Hopefully it all works out for you.
  11. Windie, Dec 7, 2016
    Last edited: Dec 7, 2016

    Windie thread starter macrumors newbie

    Dec 4, 2016
    Update: Apple's service just makes me go /facepalm. After their tech took a look at my phone even after I proved the audio problem, they claimed it's because "I restored from a backup of an earlier iOS" since I was using iPhone 5 before. Are they serious?? Restoring from backup from earlier iOS causes audio problems? Do they think I'm stupid or something. They told me to go home and "test it for a few days after restoring to factory settings" then come back if problem continues. So now I have to restore to factory settings, losing all my music/contacts/pics/passwords/app saves.

    WOW, just wow. This is the last time I buy anything from Apple. Absolutely unacceptable "warranty". If they don't even do anything for you within 15 days of purchase then what in the world does the warranty cover after 15 days? Like maybe they'll repair your phone if it blows up like Samsung Galaxy? Lol. Do they think I have lots of spare time on my hands to run around to Apple store (which is like 30km away from my house) and make up excuses, to exchange phones for fun?
  12. C DM macrumors Sandy Bridge

    Oct 17, 2011
    I guess aside from contacting them online or over the phone and getting it done that way, it sounds like you'll need to come back again and tell them that you tried what they suggested and you are still experiencing the issue and that after coming there first the third time there's really nothing else for you to try and spend more time going back and forth and that you need to have the issue addressed.

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