If people can't hear you on calls through your Sony WH-1000XM4, or you sound muffled and distant, it's tempting to think the microphone has failed. More often, your phone or computer isn't using the headphones' microphone at all, or a setting is getting in the way.
Work through these checks before assuming it's a fault.
1. Check which microphone is being used
On a computer
Windows and Mac often keep using the laptop's built-in microphone, even when the headphones are connected for sound. In your sound settings, set the input device to the WH-1000XM4. Then check the same setting inside the app you're calling with, such as Teams, Zoom or Discord, because many apps have their own microphone setting.
On a phone
During a call, check the audio output is set to the headphones, not the phone's speaker or earpiece.
2. Check the app hasn't been denied the microphone
On phones and computers, each app needs permission to use the microphone. If a calling app has been denied access, nobody will hear you, whatever headset you use. Check the privacy or permissions settings.
3. Mute and the call itself
Check you're not muted in the calling app, and try a test call or a voice recording to separate a headphone problem from an app problem.
4. Connected to two devices?
The XM4 can connect to two devices at once. Occasionally this confuses which device is handling a call. Try disconnecting the second device, or turning multipoint off in Sony's app, and test again.
5. Restart, reset and update
Restart the headphones, then try a reset: see how to reset Sony WH-1000XM4. Re-pair them, and check for a firmware update in Sony's app.
6. Clean around the microphones
The microphones are behind small openings on the ear cups. Dirt or a blocked opening can make you sound muffled. Clean gently with a dry, soft brush, and don't push anything into the holes.
How to tell if the microphone is faulty
Record a short voice memo on your phone with the headphones connected, then play it back.
- Clear recording: the microphone works, so the problem is in the calling app or the computer's settings.
- Silent or very muffled recording, on more than one device: the microphone or its connection inside the headphones may be faulty.
When it's a repair
If the microphone doesn't work on any device after all of the above, the fault is likely inside the headphones: a failed microphone, a loose connector after a knock, or moisture damage.
My Sony headphones repair (any fault) starts with a £4.99 assessment. I find the fault and quote before any work, and the £4.99 comes off the repair if you go ahead.
Questions people ask
Why can't people hear me on my Sony XM4?
Usually your phone or computer isn't using the headphones' microphone, or the calling app has its own microphone setting pointing elsewhere. Set the input device to the WH-1000XM4 in both places.
Why do I sound muffled on calls with the XM4?
A blocked microphone opening, wind or background noise, or a weak Bluetooth connection. Clean around the mics and test a voice recording.
Can a Sony XM4 microphone be repaired?
It depends on what has failed. A loose connection can often be fixed. A failed microphone may need a replacement part. An assessment finds out which.
My recommendation
Check the input settings on your device and in the calling app first. That fixes most XM4 microphone problems. If a voice recording is silent on every device, have the headphones assessed.