While on a phone call I cannot hear the other party's voice or they cannot hear mine. (WF-1000XM5)

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:
      • For Android: Pairing and connecting with an Android smartphone
      • For iPhones: Pairing and connecting with an iPhone
      • For other devices: How to pair Bluetooth headphones with a Bluetooth source device
   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-1000XM5 Hands-Free.
      • For iPhones: While you are talking, tap the Audio icon, and then select WF-1000XM5 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-1000XM5 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.
      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 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:

   Windows 11
   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.
   
   Windows 10
   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Open the Sound settings, and then select Sound Control Panel.
   3. Select the Playback tab to show the device list.
   4. Select Headset labeled with Hands-free, and click Set as Default Device.
      Note: If the same headphone model name exists, make sure to choose the model labeled with Hand-Free.
   5. Select OK to close the setting screen.
   
   Windows 8.1
   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Select Playback devices.
   3. Select Headset labeled with Hands-free, and click Set as Default Device.
      Note: If the same headphone model name exists, make sure to choose the model labeled with Hand-Free.
   4. 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. 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. 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:
   • 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.
   • 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 | Headphones 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 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 the headphones.

   Refer to the Help Guide or view the How to reset video:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   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 Help Guide or view the How to initialize video:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   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