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# 140799 20-Feb-2014 16:20
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I've had my Lumia 920 for 13.5 months now, and I've loved and evangelised it the whole time, but yesterday it let me down in a serious way. I can no longer hear callers!
Additionally, I can't hear any other sounds at all except:


  1. With the headphones on, it works as normal.
  2. During calls, Speakerphone still works.

I've performed the following steps to attempt to remedy the situation.


  1. Power off, and on again
  2. Soft reset (volume down and power button..)
  3. Hard reset. - Lost all my app data of course, which is no fun at all. Can't believe I have to start all over again in Angry Birds Go...
  4. Rang Nokia Care - but I'm not convinced the helpdesk person I spoke with really cared that much.


    • Because my phone was bought in Dec 2012, it's out of warranty by about 30 days. But my phone is in immaculate condition, and I've treated it with the utmost care, since I spent $1000 buying it.

It's not easy being a Windows Phone / Nokia fan, and this is not helping.

Anyone have any ideas of a solution?

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  # 991211 20-Feb-2014 16:28
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Take it back to the shop and ask for a remedy under the CGA.

Always be yourself, unless you can be Batman, then always be the Batman

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  # 991439 20-Feb-2014 22:01
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Hi Scott,

Did you buy the handset from Telecom NZ?


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  # 992779 23-Feb-2014 14:00
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Yes, I bought it from a Telecom retail store. With previous Windows Phones I've been an early adopter, and bought overseas, but I've always felt uneasy about what would happen if something went wrong.
This time I bought local, so it's ironic that this is the first phone I've had serious faults with! I'm really hoping for a quick (and affordable) resolution.

@scuwp, thanks for the advice, you might be on to something there. I'm not feeling very adversarial though, I love Windows Phone, I love Nokia, I just want my phone back to normal so I can go back to telling people how great it is!

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  # 993172 24-Feb-2014 10:31
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I've sent you a PM Scott, I'll help get this repaired for you.

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  # 993188 24-Feb-2014 11:04
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had the same thing.

1. Use the diagnostics code to get the diagnostics menu
2. Check the headphone status.

In my case the headphones were showing in all the time, so the speaker/earpiece wasn't activating.

There is a metal contact inside that 'detects' the headphones that was stuck down. Some gentle rubbing with a cotton bud sorted this.


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  # 993879 25-Feb-2014 09:35
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@BrentR - Thank you. Email sent.

@wasabit2k - I was not aware the Lumia 920 had an accessible diagnostics menu. After googling with Bing, I still couldn't find it, but found a few references to people asking what the code was. Are you sure you did this with a 920?

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  # 994181 25-Feb-2014 15:15
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  # 994189 25-Feb-2014 15:28
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I had the same thing on my Lumia 800. Something had been pushed into the headphone jack.

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