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One plus one support transcript
2015-10-09 06:49:41
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Request #412421
Microphone failure

amias September 15, 2015 12:30
During calls my microphone suddenly fails , the person at the other end reports that they can't hear the words only 'dalek' noises. If i switch to speaker phone it works but this makes the phone unusable and is deeply frustrating. 
My network reports no problems and this happens in more than one location to a variety of different callers. 
Rebooting the phone or killing all other tasks has no effect , the phone is not hot , this happens at various battery states and my battery works fine. i have all the updates that have been pushed to me installed. I have not added new apps but this seems to have happened since the last OTA update (12.1-YOG4PAS1N0)

Vlad September 17, 2015 23:10
Hi Amias,

Good day and thank you for reaching out!
My name is Vlad from OnePlus Customer Service and I am going to handle this ticket. My sincere apology for the late revert.
So sorry to hear that you experiencing a problem with your One :(
For us to escalate this ticket to our technical support team, May I ask for the current OS version of the phone?

Please take a screenshot of your phone's software version, go to settings > about phone

To take a screenshot, simultaneously press the lock button on the right side of the phone and the volume button on the left side.

Looking forward for your reply. Thank you for your patience and understanding.

Best Regards,

# I send a screenshot , despite having told him exactly what version i'm using already in first message

Vlad September 20, 2015 20:29
Hi Amias,

Sorry for the trouble you had gone through. I will now escalate this ticket to our Tech support specialist who will better assist you.

Thank you for your patience. Please don't hesitate to contact us if you have any other questions.

Best regards,

amias September 21, 2015 16:10
Hello Support,

What is happening about my phone , i can't make calls with it and its extremely frustrating. i want my money back.



Carmel September 22, 2015 00:53
Hi Amias,

Good day.

Thank you for reaching out OnePlus Technical Support. We apologize for the inconvenience that has caused. I'm Carmel and I will be assisting you for your further concern.

I want to verify, was the phone dropped or exposed to liquid? when did the issue start?

Please try below steps for troubleshooting:

Type *#808# on the keypad to do MIC test (use Recording APP to test MIC);
If your device passes the test, first reboot it, if it's still not resolved, try below steps for a hard reset:
1) Back up all your important files and information, as the process will erase all data;
2) Shut down your phone, hold volume down and power button together, and it will reboot into recovery mode;
3) Once in Simple Recovery, select "Wipe cache partition", and swipe to the right or press the power button;
4 )When you get the "Cache wipe complete" message, continue and select "wipe data / factory reset" to fully re-initialize your ROM.

If the issue persist, please click the link below and perform the troubleshooting.


Let me know if the problem persists after these steps!

Best regards,

amias September 22, 2015 10:05
Hello Support,

> Type *#808 (https://oneplustech.zendesk.com/hc/requests/808)# on the keypad to do MIC test (use Recording APP to test MIC);

this doesn't work , i get told 'ussd code running' then 'unknown application'. My network is Giffgaff (which is part of 02 uk)

> If your device passes the test, first reboot it, if it's still not resolved, try below steps for a hard reset:

i am unsure if this is required as the test result was not one of the given values , i don't want to have to reset my phone unless absolutely necessary.

> If the issue persist, please click the link below and perform the troubleshooting.

> https://forums.oneplus.net/threads/update-oxygenos-1-0-3-with-the-latest-stagefright-patches.354409/

i use linux and i don't want to install roms on my phone , where are the linux instructions for this ? if this is not possible from linux i want a refund and a guarantee that if your rom flashing process fails you will replace the phone.



amias September 22, 2015 15:21
The phone was not exposed to liquid , its had a few bumps but nothing extreme

amias September 23, 2015 13:17

Lyndon September 25, 2015 02:17
Hi Amias,

OxygenOS is here! Feel free to explore: https://oneplus.net/2/oxygenos

To install OxygenOS on your OnePlus One, you need to flash the device. You may follow the guidance of the latest update here: https://forums.oneplus.net/threads/an-oxygenos-update.317098/

Please also note that since OxygenOS is a product from OnePlus therefore it is currently only available for OnePlus One.

Any question or problem please feel free to come back to OnePlus Support : )
Never Settle.


amias September 25, 2015 10:16
Hello Lyndon,

So you are the third person to join this thread and just like the other two people you have not read what i've posted.


I would like a response to why the short code microphone test did nothing .

I would like a response explaining why you require people to have windows to do updates

of a device the is running linux.

If your only response is to push beta firmware updates at me that i CANNOT USE then lets just stop wasting time and sort out a refund.

Please can you include you expected time for response to these messages in your response so that i and your supervisor can see it please.



Mark October 02, 2015 15:12
Hi Amias,

Thank you so much for reaching OnePlus Technical Support. My name is Mark, and I will be handling this ticket right now to further resolve your concern. I do apologize for the inconvenience it caused you.

May I know the current OS version of your device? Is it Oxygen OS?

In order to resolve the microphone issue on the device, please try this patch for installation: https://forums.oneplus.net/threads/update-oxygenos-1-0-3-with-the-latest-stagefright-patches.354409/

Please let me know if the problem still persist.

Best Regards,


amias October 02, 2015 23:08
Hello Support,

Once again I don't have windows or osx so I cannot inatall updates unless you support the tools to do it. I'm a software engineer who does contracts and could work it out for you at about 300 per day . 
I can only do ota as far as I can tell


amias Saturday at 12:00
bump , please can somebody look at this and actually read the previous messages. My phone has a broken microphone , i can make it work in speakerphone mode but i cannot make calls.

I am an experienced software tester and i can debug this if given the tools for my platform but i am not going to pay 100 quid for a copy of windows so that i can tryout your new beta roms .

As this device is allways on and connected to multiple internet streams i only want to use official roms supplied by OTA updates.

at no point do you say this phone requires windows or mac

i have been waiting 2 and half weeks to get an actual response , i am no going to be talking about how crap the service is from one plus on facebook and twitter.

amias Monday at 10:41
hello does anyone actually care ?

amias Tuesday at 10:29
hello ?

amias Wednesday at 14:51
Seriously how is this service ?

May Yesterday at 22:22
Hello Amias,

Thank you for reaching us .

This is May from OnePlus Support Team. I'll be handling your ticket and I'll be more than happy to assist you with your concern. We sincerely apologize for the inconvenience . We can assure you that your case will be taken cared of.

Before we proceed, kindly provide us a clear picture/ screenshot or a video of the broken microphone.

Once we receive a clear answer from you, we will be happy to assist you further. Please let us know for any updates and your cooperation is much appreciated. Thank you.

Sincerely yours,
May Dy

amias Today at 07:57
Hello May,

you cannot take a picture of a broken microphone without opening the device up which would void the warantee.

Expected behaviour: to be able to speak on calls using the microphone more than 50% of the time

Actual behaviour i have to switch to speaker phone for at least 60% of my calls

I am test engineer , i know when i see a hardware defect. THIS IS A HARDWARE DEFECT.

http://amias.net/ <- this is my cv

Please can you reply detailing your expected turn around times for customer service , i cannot believe that 3 weeks to even get

a sensible response is acceptable customer service.


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