05-22-2014 10:45 AM
On your homescreen should be a Help icon. Open it then press Testing at the bottom of it and proceed to the headphone jack test and post back here with your results.
05-22-2014 04:33 PM - edited 05-22-2014 04:34 PM
When playing most audio, you have the choice of headset or speaker. While your audio is playing, press the three dots in the lower right and select Audio then select Headset.
Let us know if that helps you.
05-23-2014 07:31 AM
It sounds like you have a hardware issue and you should take your phone to your carrier for servicing. Make sure you do a data backup with BlackBerry Link before doing so. If your phone is one year old or newer, it'll still be under warranty.