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noise sound when making call

when i try to make call or receive it i can't hear the others unless i open the speaker but in the same time they can hear me very clearly, i talked with nokia support chat and they asked me if i downloaded an app or something my answer was yes and they asked me to reset the phone and open it on safe mood the voice came back but with loud noise and the sound is not clear finally they asked me to back to nokia care center to find out the solution. 

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