To fix this issue, please try the steps below:

1. For Android devices, please set volume synchronization or turn on absolute volume.

2. Turn the volume down one notch on your phone. Then turn up the volume of both your phone and earbuds with the music/video to the maximum.

3. Reset earbuds as follows:

- Place the earbuds in the charging case with the case open.

- Press the button on the charging case for 10 seconds until the LED indicators inside the case flash 3 times and then flash in sequence. This confirms that the reset was successful and your earbuds can be connected normally.

4. Use a Q-tip with a bit of rubbing alcohol or a small, clean brush to gently clean the metal mesh filter. If possible, please try to use a bulb blower to clean the earbuds - the air will be into the port/filter, the dust/dirt inside the earbuds can loosen and extract debris, then use a cotton swab or toothpick to remove them.

5. Make sure the earbuds are worn at the correct angle.

6. Try these earbuds with another device.

If you have any more issues or your issue has not been resolved, please contact us for further assistance.