a) Since there is Dual Pairing in this product, so please check with CX to ensure if he/she didn't connect the device to other device and forgot to remove it from there

b) Volume level need to check, and ask CX to set the desired volume level from Mobile Phone itself

c) If using online APP then suggest cx to check internet connection

d) If using online APP, please check it's compatibility with Mobile Phone and allow permissions from       APP Manager in Mobile Phone

e) Mobile phone can also have issues in this case. CX can check if the device is working well with            other mobile phone

f) RESET the device (Neckband)

If the issue still persists please raise a complaint on our support portal.