How to Fix Calls When Music Still Plays on H1E Earbuds

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Last updated: August 31, 2026
Applies to: Heavys H1E earbuds
Estimated time: 5–10 minutes

Quick Answer

If music plays normally but phone calls have no sound or microphone, factory reset your H1E earbuds. Then remove them from your phone’s saved Bluetooth devices, pair them again, and make another test call.

Symptoms

Follow these steps if:

  • Music plays normally through your H1E earbuds.
  • You cannot hear the other person during phone calls.
  • The other person cannot hear you.
  • Both call audio and the microphone are unavailable.

Before You Begin

  • Place both earbuds in the charging case.
  • Keep your phone nearby.
  • Be prepared to pair the earbuds again after the reset.

How to Restore Call Audio

1. Factory Reset the H1E

  1. Place both earbuds in the charging case.
  2. Press and hold the button on the case until the LED flashes.
  3. Release the button.
  4. Remove the earbuds from the case.

2. Remove the Saved Bluetooth Connection

  1. Open your phone’s Bluetooth settings.
  2. Find the H1E in the list of saved devices.
  3. Select Forget, Remove, or Unpair.

3. Pair the Earbuds Again

  1. Pair your H1E earbuds with the phone again.
  2. Confirm that they appear as connected.
  3. Make another phone call.
  4. Test both the incoming call audio and microphone.

Result: You should hear the other person through the earbuds, and they should be able to hear you.

If Calls Still Do Not Work

  1. Confirm that the H1E is selected as the audio device during the call.
  2. Check whether the call is muted.
  3. Test another phone call.
  4. If possible, pair the H1E with another phone and test calling again.
  5. Check the HEAVYS App for available firmware updates.

Frequently Asked Questions

Why does music work when calls do not?

Music playback and phone-call features use different Bluetooth functions. Refreshing the connection with a factory reset and re-pairing can restore call audio and microphone access.

Will I need to pair my H1E again after resetting it?

Yes. Remove the existing Bluetooth entry and pair the earbuds with your phone again.

What should I test after reconnecting?

Make a call and confirm that you can hear the other person and that they can hear you through the H1E microphone.

Still Need Help?

If calls still have no sound or microphone, email support@heavys.com and include:

  • Your phone model and operating-system version
  • Whether you can hear the caller
  • Whether the caller can hear you
  • Whether calling works with another phone
  • Your current firmware version, if available

 

Updated:

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