Fix audio and connection issues on Fairbuds XL

  • Updated 

If your Fairbuds XL are not connecting via Bluetooth, fail to play audio through a cable, or only produce sound on one side, follow these troubleshooting steps.

High wireless interference in crowded places, thick physical barriers, or carrying your phone inside a deep pocket can temporarily cause choppy audio. This is a normal physical limit of radio frequency signals.

Applies to

  • Fairbuds XL (2023)
  • Fairbuds XL (2025)

The Fairbuds XL (2023) features a speckled finish, while the  Fairbuds XL (2025) has a solid colour. 

What you need before you begin

  • Your Fairbuds XL headphones.
  • A USB-C cable or an AUX audio cable.
  • The Fairbuds app installed on your mobile device.
  • A secondary phone, tablet, or laptop for testing.

1. Check the battery and charge

Low power can cause Bluetooth dropouts, crackling, or unexpected shutdowns.

  1. Connect your Fairbuds XL to a working USB-C charging cable and power source.
  2. Allow the headphones to charge until the charging indicator light is green.

2. Update the firmware

Installing the latest software ensures bug fixes and connection improvements reach your device.

  1. Open the Fairbuds app on your phone.
  2. Connect your Fairbuds XL.
  3. Check for any available firmware update and follow the prompts to install it.

3. Check the internal audio cable

Fairbuds XL use a modular audio cable that connects the left and right earcups. If this cable is loose, audio may cut out or play only on one side.

  1. Turn off your Fairbuds XL.
  2. Locate the internal audio cable connection on the headband. See instructions for: 
  3. Unplug the cable connector gently.
  4. Inspect the port for dust or debris.
  5. Reseat the cable firmly into place so that it sits completely flush against the headphone body.

4. Check your Bluetooth settings

Your connected device may have turned off the required media or call profiles.

  1. Open Settings on your phone or computer.
  2. Navigate to Connected devices (or Bluetooth).
  3. Tap the Gear icon next to Fairbuds XL.
  4. Verify that both Phone calls and Media audio are turned on. If toggled off, switch them back on and test your sound.

5. Test with a secondary device

Cross-testing rules out device-specific configuration conflicts. The steps below may differ depending on your specific device.

  1. Turn on your Fairbuds XL.
  2. Press and hold the joystick for three seconds until the pairing LED begins flashing.
  3. Connect your headphones to a second phone, tablet, or laptop.
  4. Play an audio track or make a call.

If the audio works properly on the second device, your headphones are working as expected. Review your primary device for sound balance, software updates, or app volume controls. If audio fails across multiple devices, proceed to the reset step.

6. Test using a wired connection

Testing an audio cable helps identify whether the issue is isolated to Bluetooth or related to the speaker hardware.

  1. Connect your Fairbuds XL directly to your audio device using a compatible USB-C or AUX cable.
  2. If possible, test with a second cable to rule out an external wire fault.

If the issue only happens over Bluetooth but audio works cleanly over a cable, the problem is related to the wireless connection.

If the sound still cuts out or remains silent when plugged in, the speaker hardware or the internal spare part requires inspection.

7. Perform a factory reset

A hardware reset clears old pairing lists and connection faults.

  1. Open the Bluetooth menu on your connected device and tap Forget or Unpair next to Fairbuds XL.
  2. Ensure your Fairbuds XL are turned on.
  3. Press and hold both the joystick and the Active Noise Canceling button simultaneously for five seconds.
  4. The LED light will flash red three times to confirm the reset is complete.

When to contact Customer Support

If you have completed these steps and still experience audio issues, our support team can assist you with repair or replacement options.

Please submit a support request and share the following details so we can assist you quickly:

  • Does the issue affect both earcups or only the left or right side?
  • Does the issue occur on Bluetooth, through a USB-C or AUX cable, or across all connection methods?
  • What specific situations trigger the issue (such as phone calls, music streaming, or specific apps)?
  • Does switching between ANC (active noise cancellation) modes change the sound behavior?
  • What is the exact brand and model of your host device?

Still need help?

First try our self-service portal and then reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.