Article ID : 00299826 / Last Modified : 10/02/2023Print

While on a phone call I can't hear the other person talking, or they can't hear me (WF-1000XM5)

    Follow these steps to troubleshoot this issue:

    1. Select your issue details:

      I can't hear the other person talking

      Go to step 2.
      The other party can't hear me talking

      Go to step 4.
    2. Perform the following steps on the device connected to your earbuds:

      1. Check the Bluetooth® settings to make sure that the earbuds are connected via Bluetooth.
        Note: If needed, refer to the appropriate article to establish a Bluetooth connection:
      2. Check the Speaker settings:
        • For Android: While talking, tap the Speaker or Bluetooth icon, and then select WF-1000XM5 Hands-Free.
        • For iPhones: While talking, tap the Audio icon, and then select WF-1000XM5 Hands-Free.
        • For Computers: While talking, right-click the Speaker icon at the right side of the computer screen, open the Sound settings, and then select Headset (WF-1000XM5 Hands-Free) from the pull-down list of the Speaker setting.
        Note: The settings menu items may vary depending.
      3. Turn up the volume on the connected device.
        Note: Make sure the speaker is not muted on the connected device.
      4. Restart the connected device.
        Note: If the connected device is temporarily unstable, the restart may resolve the issue.
      The issue is resolved
      The issue may have been caused by the Bluetooth device settings or a temporary malfunction.
      The issue is not resolved
      • If the connected device is Android 10 or later, or a computer with Microsoft® Windows® operating system, go to step 3.
      • For all other devices, go to step 8.
    3. If the connected device is Android 10 or later, or a Windows computer, check the following setting:

      Note: The settings menu items may vary depending on the connected device.

      For Android 10 or later:

      1. Open the Settings menu on your smartphone.
      2. Select Connected devices.
      3. To the right of the headphone model name, tap the Settings icon.
      4. Set the Call setting to ON.

      For Windows computers:

      Windows 11
      Windows 10
      Windows 8.1
      The issue is resolved
      The issue may have been caused by the Bluetooth device settings.
      The issue is not resolved
      Go to step 8.
    4. Turn off the Noise suppression settings on the app you are using for the call.

      Hint: The name of the noise suppression function depends on the app.

      The issue is resolved
      The noise suppression function of the headphones and the app may have interfered with each other.
      The issue is not resolved
      Go to step 5.
    5. Try speaking louder as the ambient sound may prevent your voice from being heard.

      The issue is resolved
      The issue may have been caused by ambient sound.
      The issue is not resolved
      Go to step 6.
    6. Make sure the earbuds fit snugly in your ears.

      If the earbuds do not fit your ears, the phone call quality may decrease. Here are some important factors to consider:
      • Make sure that headphones are worn properly
      • Make sure that the earbuds are firmly and completely attached. If you are using the supplied earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
      • Use the earbud tips that best fit with your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Headphones Connect app
      Note: For details, refer to the How to wear the headphones properly and select the most suitable earbud tips article.
      The issue is resolved
      The size or fit of the earbuds caused the issue.
      The issue is not resolved
      Go to step 7.
    7. Perform the following steps with the headphones and connected device:

      1. Set the headphones in the charging case, close the lid, wait for a few seconds, and then remove the headphones again.
      2. Restart the connected device.
        Note: If the connected device is temporarily unstable, the restart may resolve the issue.
      3. Try speaking louder, as the ambient sound may prevent your voice from being heard.
      The issue is resolved
      The issue was caused by a temporary malfunction of the headphones or connected device, or ambient sound.
      The issue is not resolved
      Go to step 8.
    8. Reset the headphones.

      Watch this video or refer to the Help Guide page for instructions

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    9. Initialize the headphones.
      Initialization returns the headphones to the factory settings, and all Bluetooth pairing information is deleted.

      Watch this video or refer to the Help Guide page for instructions.

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    10. If you have a different smartphone, Walkman, or other device, try to perform a Bluetooth pairing with the headphones and one of these other devices:

      The issue is resolved
      The connected device or application may be the cause. It's recommended to use a different device or application or consult the manufacturer of the original device or application for further assistance.
      The issue is not resolved
      Turn off other wireless devices or move away from them because wireless interference can cause problems. If the issue is still not resolved, the headphones may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide