While on a phone call, I can't hear the other person's voice or they can't hear mine (WF-C710N)

1. Select your issue:

   I cannot hear the other person's voice

   
   Go to Step 2.

   The other person can't hear my voice

   
   Go to Step 4.

2. Check the following on the connected device.

   1. Make sure the earbuds 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 iPhone: Pairing and connecting with an iPhone
      • For computers and other devices: Refer to the appropriate section of the Help Guide
   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-C710N Hands-Free.
      • For iPhone/iPad: While you are talking, tap the Audio icon, and then select WF-C710N 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-C710N Hands-Free) from the drop-down menu 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 the speaker is not muted on the connected device.
   4. Restart the connected device.
      Note: If the connected device is temporarily unstable, a 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 7.

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 headphones 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 then select 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. Select Open Sound settings, and then select Sound Control Panel.
   3. Select the Playback tab to show the device list.
   4. Select the Headset labelled with Hands-free, and then select Set as Default Device.
      Note: If the same earbuds model name exists, make sure to choose the model labelled with Hands-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 the Headset labelled with Hands-free, and then select Set as Default Device.
      Note: If the same earbuds model name exists, make sure to choose the model labelled with Hands-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 7.

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 earbuds and the app may have interfered with each other.

   The issue is not resolved

   Go to Step 5.

5. Fit the earbuds firmly to 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 the earbuds are worn properly
   • Make sure the microphone of the earbuds and your ear are not in contact with each other.

   The issue is resolved

   The size or fit of the earbuds may have caused the issue.

   The issue is not resolved

   Go to Step 6.

6. Check the following on the earbuds or connected device:

   1. Set the earbuds in the charging case, close the lid, wait for a few seconds, and then remove the earbuds again.
   2. Restart the connected device.
      Note: If the connected device is temporarily unstable, a 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 may have been caused by a temporary malfunction of the earbuds or connected device, or ambient sound.

   The issue is not resolved

   Go to Step 7.

7. Reset the earbuds.

   Refer to the Help Guide or watch the How to reset videos below:
   

   

   If your earbuds model does not appear in the device list of the playback device, turn off the Bluetooth setting on the device and turn it on again, or leave the Bluetooth setting on and try the connection again.

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the earbuds.

   The issue is not resolved

   Go to the next troubleshooting step.

8. Initialise the earbuds.
   Note: Initialisation returns the earbuds to the factory settings and deletes all Bluetooth pairing information.

   Refer to the Help Guide or watch the How to initialise videos below:
   

   

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the earbuds.

   The issue is not resolved

   Go to the next troubleshooting step.

9. If you have a different smartphone, Walkman, or other device, try to perform a Bluetooth pairing with the earbuds and one of these other devices.

   The issue is resolved

   The connected device or app may be the cause. Use a different device or app, or consult the manufacturer of the device or app.

   The issue is not resolved

   Turn off other wireless devices or move away from those devices, as wireless interference can cause the issue. If the issue is still not resolved, the earbuds may be malfunctioning and may require service.

For more information, check out our Headphones Troubleshooting Guide.