Moto g5 issues

Found 18th Mar 2018
Hi guys my wife bought a Moto g5 from tesco last September and had an issue where she couldn't hear anyone during a call this would happen then fix itself every so often so they replaced the phone, so a few months go by with the new handset and she's having the same problem again. Also this time there is no ring tone sound no sound if playing a video etc, this happened when she was listening to a voicemail it was fine, she said there was like a crackle then no sound what so ever.

Any ideas as to what the issue is and how to fix?

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