Calls being put on hold unwantingly

[DeathsDance90]

My wife has the Xperia XZ2, while on a call her phone puts people on hold. She has attempted to lock the screen during the call to prevent accidental pressing of the hold button but this does not work. It happens on every call she makes. 

Have you heard of this fault before and is there a way to fix it?

[Jonas]

Hi @DeathsDance90, sorry to hear that and that must be very frustrating for your wife.

If she is not using a wired headset or a Bluetooth headset, the screen will turn off during the call to prevent taps on the screen, such as turning off the microphone, ending the call and so forth.

This is controlled by a sensor called proximity sensor and when the sensor is covered, the screen is turned off and when the phone is removed from the ear and the sensor is no longer covered, it should turn the screen on again. Why I mentioned the headset part is because the sensor is not activated when a headset is connected, wired or Bluetooth or when using the speaker phone function.

Would it be possible for her to make a call when using a headset or when activating the speaker phone function? This will answer a lot of questions for me and it will be easier to continue on with the troubleshooting.

Your wife can also test the proximity sensor in the device in the inbuilt test that can be found in Settings > Support > Xperia tests >  Ear proximity.

Let me know if that helps!