While on a phone call, I can’t hear the other person talking, or they can’t hear me (WF-C700N)

1. Select your issue details:

   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 other devices: How to pair Bluetooth headphones with a Bluetooth source device
   2. Check the Speaker settings on the connected device:
      • For Android: While talking, tap the Speaker or Bluetooth icon, and then select WF-C700N Hands-Free.
      • For iPhones: While you are talking, tap the Audio icon and then select WF-C700N 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-C700N 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 a Microsoft® 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's 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. 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 earbuds 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 earbuds 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 6.

4. Fit the earbuds 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 earbuds are worn properly
   • Make sure that the headphone's 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 earbuds or connected device:

   1. Set the earbuds in the charging case, close the lid, wait for a few seconds, and then remove them 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 earbuds or connected device or ambient sound.

   The issue is not resolved

   Go to step 6.

6. Reset the earbuds.

   Watch this video or refer to the Resetting the headset page for instructions:
   

   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 step.

7. Initialize the earbuds.
   Note: Initialization returns the earbuds to the factory settings, and all Bluetooth pairing information is deleted.

   Watch this video or refer to the Initializing the headset to restore factory settings page for instructions:
   

   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 step.

8. If you have a different smartphone, Walkman, or another device, try to perform a Bluetooth pairing with the earbuds 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 earbuds may malfunction and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide