There are a few things that can cause issues with the speaker while you are on call or listening to audio playback through your Galaxy phone. For example, there could be an external device where the audio is being redirected. It's also possible that a software problem or physical damage is causing the issue. Give this link a try: https://www.samsung.com/us/support/troubleshooting/TSG01001255/
If you continue to experience these symptoms after trying the troubleshooting provided, I would recommend a service repair. Can you please provide me with the following information in a private message: http://bit.ly/2JH2rq2
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