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It's BOTH. They screwed you up. you need to exercise caution when you describe your problem. describe only the problem. Anything else and it's KABOOM! Your device is now like this. Try appealing to your vendor (in this case SONY, Inc.)
When the speaker does not work, there can be different causes. Something got in the headphone plug, preventing the connection to the speaker when the headphone plug is out. Another bad connection in the phone, or even a defect loudspeaker. When you are no tech, just bring the phone to a repair shop and let a tech review the problem.
I would blow in the headphone connector with a bellow a photographer uses to blow away dust from the lens and sensor. DONT blow in yourself, because of the moist you bring in. And I would plug and unplug a few times to see if that can solve the problem. Not to often and if it does not help? please do option 1 visit a tech.
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