cannot hear from headsetm also a mute icon top right corner of TV

Hey Elise thanks for keeping in touch!

As suggested by fellow XBF Leslie we suggest
Requesting a Callback from one of our Xbox Support Specialists since this looks to be a possible emerging issue and they would be best suited to assist in this matter. Give it a shot and let us know how it goes!

Hi EliseKibler,

Thanks for reaching out to us today. I'm sorry to hear about the current mute icon issue. I would like to clarify if by any chance you've gone over the possible solutions on this article?Xbox
One Chat Headset troubleshooting(If you haven't I would still check that page out for anything that you might have missed.)

If that doesn't resolve the issue outright, then the next step I would try is what we call a soft factory reset as buying a new headset didn't solve it. Follow the steps here on

How to reset your console to factory defaults on Xbox One and make sure that you choose the option denoted
Reset and keep my games & apps.

I would like to notify you guys that Microsoft has identified a
known issue with the consoles not recognizing third party headsets for party chat and are currently working on resolving the issue with a new update. If you only have non-Xbox brand headsets, you might be one of those affected.
Using an Xbox brand headset adapter has been found to be a good work-around for this issue though, and I would give that a try if you can't.

Lastly, I would then contact customer support
for any further more steps needed to give the full report of the issue occurring.

So it did not solve the problem. I have messaged Turtle Beach on the issue but will be returning the 2nd headset I purchased. I purchased the 1st back in September so doubt I can return it anymore. The Turtle Beach products have XBox written all over
them so I assumed they were compatible. The single ear headsets from XBox are horribly uncomfortable

I will try resetting that is great advice!! Thank you!

The Turtle Beach headset had been working well until this past week so not sure what happened

THen I bought a new one which did not work at all

Hi there Elise,

Thanks for reaching out. I'm sorry to hear about the issue with the headset and the mute icon on the home screen on the Xbox.

I recommend to take a look at the following articles:

• Connecting a compatible
  headset to Xbox One
• Xbox
  One controller and headset compatibility

If the issue persists, try the Microsoft Headset Adapter to help make the 3rd party headset compatible with the Xbox One. Currently our team is working on a fix to help align 3rd party headsets.

Hope this helps.