Article ID : 00231452 / Last Modified : 26/05/2020

When on a phone call, the voice of the other party is low or can't be heard (WF-1000XM3, WF-H800, WF-XB700).

    IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

    NOTE for WF-1000XM3:
    If the following symptoms occur during a hands-free call, updating the headphone software version 2.1.0 or later may solve the problem.

    • It is hard for the other party to hear your voice when you whisper
    • The other party hears unpleasant noise when there are loud or irregular background sounds (like a vehicle or train) in your area

    Visit the model page on the Sony Support website and to use the Sony | Headphones Connect app to get the update.

    For your reference, you can make a hands-free call using a smartphone or mobile phone that supports the Bluetooth profile HFP (Hands-free Profile) or HSP (Headset Profile), via a Bluetooth connection.

    If the issue is not resolved by updating the headphone software, or if your issue is something other than what is listed above, check the following:

    • Make sure both the headphones and the connected device are on
    • Turn up the volume of the connected device
    • Disconnect then reconnect the Bluetooth device
    • Select HFP or HSP for the profile. If your smartphone or mobile phone supports both HFP and HSP, set it to HFP
    • When you receive a call while listening to music with the headphones, follow these steps according to your model.
      • For WF-1000XM3
        Stop the music playback, and then tap the touch sensor twice quickly on the left or right unit to answer the incoming call.
      • For WF-H800 / WF-XB700
        Stop the music playback, and then press the button on the left or right unit of the headset and receive the call.