To fix this issue, please try the steps below:

1. Make sure the charging case has enough power and reset the earbuds as per the steps below:

  * Place the earbuds into the charging case and ensure that the case remains open.

  * Press and hold the button on the back of the charging case for 10 seconds. Keep holding until the LED indicator on the charging case flashes white rapidly three times. This confirms a successful reset.

2. Clear all the pairing records on your phone and re-pair your earbuds. 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. Use a Q-tip with a bit of rubbing alcohol to gently clean the metal mesh filter under the rubber ear tips.