Echo Show can't hear me 60% of the time

my echo pop, dot will hear me if i whisper its name in another room, while the echo show 5 which is in my room can't hear me until I say its name out loud. The first day I got it, I played a video and they didn't censor "Alexa" and it heard it, even though the volume was low but now it wont even activate if the volume at max and someone call its name.

Is there a solution for this, the echo show 5 is about 2 to 3 weeks old now