If you are having any trouble hearing other players in Xbox Live chat on your Xbox One console, please check the following.
1. The Chat Balance Volume is Up on the Headset Audio Controller (HAC) Plus.
By default, the Game Balance on the HAC Plus is high and the Chat Balance is low. To raise the Chat Balance to hear chat audio, press the bottom end of left button on the HAC near 'CHAT' repeatedly. You should now hear the chat audio at the same volume or louder than the game audio, which you can adjust to your preference.
The right button labeled 'VOLUME' controls the overall volume on the HAC, which means it affects both the game and chat volume. For example, if you raise the volume but the Chat Balance is down, you still will not hear chat audio. This is the way the Xbox One Controller audio/chat system was designed.
You can find a more detailed explanation of Headset Audio Controller Plus Functions here - How to use the Headset Audio Controller Plus.
2. The Xbox One Console Is Functioning Properly
Occasionally, you may lose chat due to a console or network error. To quickly resolve this, try power cycling the Xbox One:
1. Disconnect the Headset Audio Controller (HAC) from the Xbox One Controller.
2. Shut down the Xbox One Console and disconnect the Xbox One power cable. Leave the console unplugged for approximately 60 seconds.
3. Plug the Xbox One power cable back in and start the Xbox One Console.
4. After the console has completed start-up, sign into your Xbox Live account.
NOTE: If Instant Sign-In is enabled, sign out of your Xbox Live account and then sign back in.
5. Plug the HAC back into the Xbox One controller.
Any errors with the Xbox One console should no longer be present. Chat audio should now be functioning properly.
3. Xbox Live Gold Membership is Active and Privacy Settings Are Configured
Make sure your Xbox One is enabled for online chat. To quickly determine if the issue is with the Settings, try using the standard Xbox One headset that was included with the console for chat. If you cannot hear chat when using that headset either, then the issue may be with the Settings or your Xbox Live membership. Make sure your Xbox Live Gold Membership is active and configure the privacy settings:
1. Sign in using one of the following accounts:
a) Your Xbox Live account
b) The parent account of the child account
2. On the controller, press the Menu button.
3. Select Settings, and then select Privacy & online safety.
4. Select the privacy setting you have enabled (child, teen, adult, custom).
5. Select Communicate with voice and text.
6. Choose specific friends or everybody.
If you still cannot hear chat audio in Xbox Live, then there may be an issue with the Headset Audio Controller. Please contact our Support Team for further assistance: Contact Support.