we can't hear the person on this phone but they hear us

Hi Gabby,

When they plug in a hands free kit (headphones as you say) it's using a different microphone so that's why you can then hear them so let's try solve the issue.

1. Your first action should be to remove the battery from the phone (The phone that has the issue) for 30 seconds and then place it back. Turn on your phone and see if the problem is fixed.
2. If you still didn’t manage to make the mic work, go on to step 3.
3. Use the recorder app on your device to record a short audio clip.
4. Replay the clip. If you can hear the sound clearly, it means that the microphone is working fine. If you cannot hear the sound well or at all, proceed to step 5.
5. There is a small hole for the microphone at the bottom of the phone beside the USB slot. This may be covered with dust, use a small paperclip or pin to gently clear out any dirt. If this doesn't work proceed to step 6
6. Sometimes a factory reset can fix such an issue. So perform a factory data reset and see if the problem is fixed.

If the problem persists, it means that the microphone is damaged. The internal microphone needs to be desoldered and replaced with a new one.