Call audio distortion on Mudita Kompakt – need help

Technical Support
1

Hello,

my Mudita Kompakt produces strange/distorted noises during phone calls. I have already:
• Performed a factory reset
• Tested with different SIM cards (problem persists)
• Updated to the latest firmware
• Checked the microphone via voice recordings (works fine)

The issue is not related to SIM, network, or the microphone. It seems to be a hardware or call-audio processing problem.

I need help – could Mudita staff advise on next steps or repair options?

Thanks in advance!

1 Like
2

When making a phone call, the other party hears a hissing sound, so I am still waiting for someone if anyone had the same experience? My phone is new so if I dont find a solution I will return it back.

1 Like
3

Hi @dikipej , have you solved your sound issue?

My brand new Mudita Kompakt is not usable for calls as the microphone is extremely low and people cannot hear me. I have to use the speaker mode to be heard… and even this way people hardly understand what I say.
I tested the voice recorder, and it seems to work well…

I send a message to support a few days ago, and waiting for their advice.

2 Likes
4

@tobard Are you referring to the loudspeaker?
This is what is works like for me:

Can you tell me if, for you, it’s not possible to have a conversation like this?

5

My problem is that I cannot basically have a normal conversation. When I have a conversation with someone, I hear them correctly but they cannot hear me if I don’t use loudspeaker (and even there the quality is bad).

2 Likes
6

I just want to make sure I understand what’s happening in your case.
So, what you’re saying is that the other party cannot hear you AT ALL without using the loudspeaker?

1 Like
7

Yes, that’s it.

2 Likes
8

Just a complement: the other party cannot hear me but there is nevertheless a signal transmitted. A very weak one. (I can give you my number if you want to test)

2 Likes
9

@tobard Yes, let’s set up a time to test this, I will reach out to you in the DMs. It would help me understand what you’re experiencing & perhaps a warranty return is an option for you.

10

For the record, I tried:

  • to restore factory settings
  • Wifi calls
  • calls without LTE
  • calls in 3G
    Each time the result is the same: third party can hardly hear me.
2 Likes
11

I am having this exact issue. I just received the phone last Friday and have it updated to latest OS. Is there a way to resolve this issue? I hope to keep the phone as it is awesome otherwise

3 Likes
12

@tobard & @kian You both could be having hardware issues. Maybe consider doing a warranty return and get replacement devices.

1 Like
13

I’ve alerted the support, and I’m waiting for their instructions. I assume if a warranty return has to be done, it should be upon their direction?

2 Likes
14

@tobard I will follow up with them to see when you can expect a reply

1 Like
15

Thank you. This concerns tickets #40931 and #41289, if it helps (have you really received more than a thousand tickets within a few days??).

2 Likes
16

@tobard I’ll check it out.

1 Like
17

@urszula Has there been any update on this? I have the exact same issue as @tobard and @kian
Thank you

2 Likes
18

Support team ask me this:

I have a few more questions to help us determine whether we’re dealing with a hardware issue with the microphone.

Please try using the Recorder app to record your voice and check if the audio quality in the recording is as poor as it is during phone calls.

If the recording sounds ok, here are some more questions which may help us understand the issue better:

  • How far away are you from the network base station and how good is your coverage, as indicated by the bars in the left corner of the screen?
  • Did you observe the issue in an urban environment, or in a more remote region?
  • Does the issue occur in any specific place/places, or regardless of where you are trying to call from?
  • Are you able check a different SIM card, ideally from another carrier and confirm whether or not that affects if the issue occurs?
  • If you have any experience with sideloading, are you able to install an app such as “LTE Discovery” or another similar one that monitors network parameters and send us a screenshot of what the app shows while you’re on a call?

I’ve tested the different things with no success and I’m waiting for their reply. @doak @kian maybe you can test this on your side?

3 Likes
19

@tobard Thanks for the message. I just tried two recordings. One with an earphone mic and one without. The one with the earphones plugged in was much much worse. Very muffled and hard to hear. The one without earphones was better/louder but was not as clear as I thought it would be.

1 Like
20

@doak I am wondering if this maybe a hardware issue. Let me check with our customer support because of the technical side, I couldn’t find any legitimate causes except, perhaps, network service.

1 Like