Article ID : 00231423 / Last Modified : 05/21/2020

When on a phone call, the voice of the other party is low or can't be heard

    If the following symptoms occur during a hands-free call, updating the headphone software version to 2.1.0 or higher may resolve the issue.

    • It is hard for the other party to hear your voice when you whisper
    • The other party hears unpleasant noise when there are loud or irregular background sounds (like a vehicle or train) in your area

    Visit the Downloads section on the model support page and use the Sony | Headphones Connect app to get the update

    For your reference, you can make a hands-free call using a smartphone or mobile phone that supports the Bluetooth® profile HFP (Hands-free Profile) or HSP (Headset Profile), through a Bluetooth connection.

    If the issue still occurs after updating the software, or if your issue is something other than what is listed above, check the following:

    • Make sure both the headphones and the connected device are on
    • Turn up the volume of the connected device
    • Disconnect then reconnect the Bluetooth device
    • Select HFP or HSP for the profile. If your smartphone or mobile phone supports both HFP and HSP, set it to HFP
    • When you receive a call while listening to music with the headphones, follow these steps according to your model.
      • For WF-1000XM3
        Stop the music playback, and then tap the touch sensor twice quickly on the left or right unit to answer the incoming call.
      • For WF-H800 / WF-XB700
        Stop the music playback, and then press the button on the left or right unit of the headset and receive the call.