Article ID : 00269439 / Last Modified : 06/02/2022

While on a phone call, I can’t hear the other person talking, or they can’t hear me

    Follow these steps to troubleshoot this issue when using your wired headphones:

    1. Select your problem:

      I can’t hear the other person talking

      Go to step 2.
      The other person can't hear me talking

      Go to step 3.
    2. Perform the following steps on the device connected to your headphones:

      1. Turn up the volume.
        Note: Make sure that the speaker is not muted on the connected device.
      2. Restart the connected device.
      3. Unplug and replug your headphones from the device three times. The last time, make sure it is firmly plugged in.
      The issue is resolved
      The issue was caused by the device settings or a temporary malfunction.
      The issue is not resolved
      Go to the next troubleshooting step.
    3. Perform the following steps with the headphones and connected device:

      1. Restart the connected device.
      2. Try speaking louder as the ambient sound may prevent your voice from being heard.
      3. Disconnect your headphones from the device and reconnect it three times. The last time, make sure it is firmly plugged in.
      The issue is resolved
      The issue was caused by a temporary malfunction of the headphones, connected device, or ambient sound.
      The issue is not resolved
      The headphones may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide main page