Article ID : 00233204 / Last Modified : 04/10/2019

The sound during calls is bad - low sound quality phone calls

    If you experience that the sound quality is underwhelming during calls, try these actions one after the other. Verify after trying each step whether the problem was solved before trying the next one.

    • Check the network signal strength in the status bar to make sure your smartphone is connected to a network. If the signal is weak or you have no signal, move to an open location that is free from obstructions, or get close to a window.
    • If your Xperia device uses a cover or a case, remove it to see if the sound quality improves.
    • Make sure that your hand isn’t covering the phone microphone, and check that no water or dust is blocking the receiver or the area around the microphone.
    • Turn off your device and then turn it back on. By doing this, you turn off all running applications and free up memory, which sometimes automatically solves the issue.
    • Make a call to another phone to confirm that there isn’t a problem with the ear speaker of the phone you were calling when the problem arose.
      If possible, make a call with a different SIM card, to make sure that your current SIM card isn’t defective or old.

    If the suggested solutions do not work, try the following actions:

    • Carry out a quick test to verify that the microphone and ear speaker are working correctly.
    To carry out a test
    1. Find and tap Settings > Support.
    2. Select the Tests tab and choose a test from the list.
    3. Follow the instructions to carry out the test, then tap YES or NO depending on whether you passed the test or not.


    • Use Safe mode to check if any downloaded applications are causing the problem. In Safe mode, your smartphone only starts with software and applications that came installed when you purchased your phone. If the device’s performance improves in Safe mode, one or more of your post-purchase downloaded applications are likely affecting the device negatively. You can exit Safe mode and restart the device to uninstall the application or applications that you suspect are causing the problem. If the problem is recent and you're not sure which app is causing the problem, you can start by uninstalling the most recently downloaded application.
    To enable Safe mode
    1. While the device is turned on, long-press the power key.
    2. In the dialogue that appears, touch and hold Power off, then tap OK.
    3. Wait for the device to restart in Safe mode.

    To exit Safe mode, restart the device.


    • Perform a factory data reset. It's sometimes the best solution if your device stops functioning properly. Remember that it will delete all personal content saved on the internal memory of your device. Make sure to back up data that you want to keep.
    To back up your data using a computer
    1. Unlock the screen of your device and connect your device to the computer using a USB cable.
    2. On the computer, select which files to back up, then copy and paste or drag and drop the files to a location on your PC.


    To back up and synchronise apps, phone settings, and call history
    1. Find and tap Settings > System > Advanced > Backup .
    2. Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.


    You can also enable backup from the settings menu in Google Drive. You can synchronise your app data, device settings, and call history automatically by logging in to the Google account used to synchronise data on your old device. When you power on your new smartphone for the first time, log in to the Google account during the setup wizard.

    To perform a Factory Reset

    To avoid permanent damage to your device, do not interrupt a factory data reset procedure.

    1. Back up any critical data that is saved on the internal memory of your phone to a different memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
    2. Find and tap Settings > System > Advanced > Reset options
    3. Tap Erase all data (factory reset) > Reset phone
    4. If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue
    5. To confirm, tap Erase everything

    Your device does not revert to an earlier software version of Android when you perform a factory data reset.