While on a phone call, I can’t hear the other person talking, or they can’t hear me (WF-C510)

1. Select your issue:

   I can't hear the other party's voice

   
   Go to step 2.

   The other party can't hear my voice

   
   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 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 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 talking, tap the Speaker or Bluetooth icon and select WF-C510 Hands-Free.
      • For iPhones®: While talking, tap the Audio icon and select WF-C510 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-C510 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 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 Microsoft ® Windows® computer, go to step 3.
   • For all other devices, go to step 6.

3. If the connected device is Android 10 or later, or Microsoft® Windows® computer, check the following setting.
   Note: The settings menu items may vary depending on the connected device.

   For phones with 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 OS 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. Select Open 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, 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, 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 6.

4. Fit the headphones to your ears firmly.

   The phone call quality may decrease if the earbuds do not fit your ears. Here are some important factors to consider:
   • Make sure that headphones are worn properly
   • Make sure that the headphones' microphone 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 5.

5. 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.
   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 headphones or connected device, or ambient sound.

   The issue is not resolved

   Go to step 6.

6. Reset the headphones.

   Refer to the article How to reset or initialize the WF-C510

   If your headphones model doesn't appear in the device list of the playback device, turn off the Bluetooth setting 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.

7. Initialize the headphones.

   Initialization returns the headphones to the factory settings, and all Bluetooth pairing information is deleted.

   Refer to the article How to reset or initialize the WF-C510

   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.

8. 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 Product Repair. 

Go to the Headphones Troubleshooting Guide