Sony SupportWF-1000XM6

Article ID : 00398986 / Last Modified : 04/22/2026Print

While on a phone call I cannot hear the other party's voice or they cannot hear mine (WF-1000XM6)

    Select another model

    Follow these steps to troubleshoot this issue:

    1. Select your issue details:

      I cannot hear the other party's voice

      Go to step 2.
      The other party cannot hear my voice

      Go to step 4.

    2. Check the following on the connected device:

      1. Make sure that the headphones are connected via Bluetooth.
        Note: If a Bluetooth connection is not established, refer to the appropriate article:
      2. Check the Speaker settings on the connected device:
        • For Android: While you are talking, tap the Speaker or Bluetooth icon, and then select WF-1000XM6 Hands-Free.
        • For iPhones: While you are talking, tap the Audio icon, and then select WF-1000XM6 Hands-Free.
        • For Computers: While you are talking, right-click the Speaker icon at the right side of the computer screen, open the Sound settings, and then select Headset (WF-1000XM6 Hands-Free) from the pull-down list of the Speaker setting.
        Note: The Settings menu items may vary depending on the connected device.
      3. Turn up the volume on the connected device.
        Note: Make sure that the speaker is not muted on the connected device.
      4. Restart the connected device.
        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 Windows computer, 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 settings:

      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:

      1. Open the Start menu and select Settings.
      2. Select System.
      3. Select Sound.
      4. Scroll down to the Advanced menu and select More sound settings.
      5. In the Playback tab, select Headphones, and click Set as Default Device.
      6. Select OK to close the setting screen.
      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. Fit the headphones to your ears firmly.

      If the earbuds do not fit your ears, the phone call quality may decrease. To maintain the quality, consider these factors:
      • Adjust the orientation of the headphones. Depending on the angle at which the headphones are worn, your voice may not reach the earbud's microphones sufficiently
        • Check the position of the microphones. They are located at the left and right sides of the flat surfaces of the earbuds (A).
          Image indicating the location of the microphones as A
        • Rotate the headphones so that your mouth is positioned along the extension line of the two microphones.
          There are three illustrations. The left one indicates the earbuds attached correctly, whereas the center and right ones indicate the earbuds are attached at incorrect direction with the microphones not aligned with mouth
      • Make sure that headphones are worn properly.
      • Make sure that the earbuds are firmly and completely attached. If you are using the optional earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
      • Select the earbuds that best fit your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Sound Connect app
      Note: For additional details, refer to the article How to wear the headphones properly and select the most suitable earbud tips.
      The issue is resolved
      The size or fit of the earbuds may have caused the issue.
      The issue is not resolved
      Go to step 5.

    5. 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 6.

    6. 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 7.

    7. Check the following on the headphones or 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.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones or connected device.
      The issue is not resolved
      Go to step 8.

    8. Reset (restart) the headphones.

      Refer to the How to reset or initialize the WF-1000XM6 article or view the How to reset video below:

      If your headphones model does not appear in the device list of the playback device after the reset, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

      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.

      Refer to the How to reset or initialize the WF-1000XM6 article or view the How to reset video below:

      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. Use a different device or application, or consult a manufacturer of the device or application.
      The issue is not resolved
      Turn off other wireless devices or move away from those devices because wireless interference can cause the issue. If the issue is still not resolved, the headphones may be malfunctioning and service may be required.

    Go to the Headphones Troubleshooting Guide