HTC 10 won't detect earphones

[AC Question]

When I plug earphones in, audio continues to play through the speakers. I have tried it with different earphones and they work on other devices. Sometimes if I pull them out about half way the window for creating a personal audio thing pops up for about a second, but goes again without me moving the earphones.

 

[arthur harding]

OP here, my phone is brand new so there have been no updates or anything