Cant hear the callers voice and they cant hear mine regardless of whom is calling.

[calistoz]

ok so i recently purchased a Verizon Droid Turbo (XT1254) with Build Number: SU4TL-49 and System Version: 23.21.49.quark_verizon.verizon.en.US.vzw, Its not unlocked or rooted and has android 5.1 stock rom.
now the problem is that from time to time the phone acts up and when i receive or make a call, neither I nor the person being called / calling can hear each other. sometimes it requires that i hard reboot to get it to work and sometimes even that doesnt work so i have had to do a factory reset a couple of times. and i have the following questions:
1) is this a hardware issue or software?
2) will rooting and moving to a different rom fix this issue?
3) i have also noticed that when i plug in any headphone, there is no headphone sign coming on the screen and i can hear sound from both the headphone and phone speakers. can that be linked? also is this problem specifically hardware based or some fault in software can cause the same issue?

i tried searching for this problem but couldnt find a topic about it or one which dealt with this problem.

UPDATE EDIT: after some time the problem came back and this time i have found a much more viable solution to the problem. the problem itself is in the dialer app of the mobile, which is why rebooting usually solves the issue. but the problem with this solution is that you will need to update to the latest firmware available on the XT1254 through Verizon. I've personally have had to pay for the root and then manual update since the update could not be downloaded in my country. this is what fixed this irritating issue for me so i thought i would share it.

UPDATE EDIT 2: so after reading all about the issue, if found that it is indeed the dialer app, no idea why but it messes up even after i tried multiple roms. final solution which has got it working for me again is the installation of a dialer app by the name of Exdialer found on the playstore. https://play.google.com/store/apps/details?id=com.modoohut.dialer&hl=en, after thorough diagnosis i came to the conclusion that the stock dialers use the noise cancellation feature (which seems buggy, mic fault or software, im not sure), alternate apps like Exdialer / Truecaller do not and it works fine while utilizing a single mic. just to make sure that you are facing the same issue, do a voice call on whatsapp and see if the other person can hear your voice, if they do, then give this solution a try.

 

[TheSt33v]

1. Sounds like a hardware issue to me.
2. Probably not if it is hardware related.
3. That could be caused by bad headphones, but in this case it might be linked.

If you purchased this new, I'd recommend trying to get it replaced under warranty. Motorola factory warranty is 1 year from the date of new purchase, and it's very easy to get them to send you a replacement. When I had my warranty replacement sent to me, it even looked like the device was new and not refurbished, which is what a Verizon warranty claim will get you.

 

[calistoz]

i checked it today and found the hardware issue to be true.
when the problem occurs, plugging a headphone in and then removing it fixes the issue.

unfortunately i bought it used and there is no warranty, however i can try to get it replaced with a similar handset.

thank you for your reply.

 

[joshuatownsend]

Mine did this as the battery was dying/dead. Replacing the battery fixed it immediately.

 

[calistoz]

i faced the issue even on a full battery. i was led to believe that it was the headphone jack because plugging in the headphone during such an instance would allow me to hear the callers voice and the removing the headphone would revert it back to normal.
i have cleaned out the jack since then and i have yet to face the problem again. not really sure what was causing it to earth.