Customer Ratings & Reviews

Hi ihasbestbuy,

We are sorry to hear you're occasionally experiencing grainy audio with your WF-1000XM5 earbuds, as this is definitely not the intended experience. We appreciate you troubleshooting it by rebooting.

This symptom is sometimes related to an interference issue. Please try the following steps, which often resolve intermittent audio quality drops:

Disable DSEE Extreme: If you are using the Sony | Headphones Connect app, try turning off the DSEE Extreme feature to see if it stabilizes the connection and audio processing.

Prioritize "Stable Connection": In the Sony | Headphones Connect app, go to the Sound tab and set the Bluetooth Connection Quality to "Priority on Stable Connection" instead of "Priority on Sound Quality." This often prevents drops or static, especially in high-interference environments.

If the issue persists, please check for and install any available firmware updates via the app.

Thank you for your feedback.
Best regards,
Eliab

Awesome, VictorL! We're glad you like your new earbuds. Enjoy and thanks for choosing Sony! -Craig

Hi Rumpledstilts, thanks for choosing and purchasing our product. We're glad you like the sound quality of the WF1000XM5. We're sorry to hear that you have an issue with your Sony unit. If you feel it is difficult to put the earbud tips into your ears, squeeze the earbud tips lightly before wearing the headset. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thanks for choosing Sony. ~Earl

Hi NateR, Amazing! We're thrilled to hear that you like noise canceling. We also regret to hear that you lost these earbuds. If there's anything that we could help you with, you can email us at socialsupport@am.sony.com. Regards, Erin

Hi Emoney,

You made the right choice upgrading to the WF1000XM5! We're glad that you are enjoying the noise canceling function, sound quality, and size of the headphones. It's also great that you like the option to use any headset unit of the WF1000XM5.

The WF1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony!

-Ralph

Hi Preplaycj, thank you for taking the time to share your experience! It's wonderful to know that you're enjoying the Industry-leading noise Cancellation and the Extraordinary sound quality of the Sony - WF-1000XM5! To ensure a more secure and comfortable fit, feel free to try the different ear tips included in the box. For help with connecting smoothly to your mobile devices, you can check out the instructions in the link below:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781425.html?search=connect%20
Thank you for choosing Sony and enjoy the music! Regards, -Dominick

Hi KenA,

We appreciate you taking the time to share your feedback; we're happy to hear you find the WF-1000XM5 earbuds comfortable and that the noise cancellation is performing so well for your daily 8-9 hour use! Regarding the battery life, please note that features like ANC, DSEE Extreme, and high-quality codecs like LDAC can reduce the operating time, which is rated up to 8 hours with ANC on. To address the intermittent connection, please try navigating to the Sony | Headphones Connect app and changing the Bluetooth Connection Quality setting to Prioritize Stable Connection under the Sound tab, which often resolves minor dropouts. If the connection issue persists, a simple headset reset may be necessary: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html.


Thanks for choosing Sony.

Best regards, Eliab

Thank you for your detailed feedback on the WF-1000XM5, Truckwithxm5. We truly appreciate hearing what works for you, and where your experience could be improved. Please find responses to each of your points below:

1. Connection Instability
We’re sorry to hear you’ve experienced frequent connection drops. True wireless earbuds can be sensitive to environmental factors (such as crowded wireless environments or physical obstacles) that affect Bluetooth stability. To help improve performance:

Ensure your earbuds and connected device have the latest firmware installed. Updates often include stability improvements.
Try resetting or re-pairing the earbuds for a fresh connection.
Keep both earbuds and device within line of sight when possible, and avoid areas with excessive wireless interference.
If these steps do not resolve the issue, please consider reaching out to support for further assistance specific to your usage scenario.

2. Battery Discharge Differential
A noticeable difference in battery consumption between the left and right earbuds can occur, as one bud often acts as the primary unit for connections and calls. However, if the imbalance is significant (e.g., one side drains much faster or cannot fully charge), it could indicate a service issue. We recommend:

Fully charging the earbuds and case.
Checking for debris in the charging contacts.
If the issue persists, contacting customer service. If battery performance is affected as described, service may be necessary, and support can provide a repair or replacement based on warranty status.

3. Noise Canceling Performance
Your feedback about the noise canceling not meeting expectations is important to us. The performance of noise canceling depends greatly on fit and seal; the foam ear tips provided come in different sizes, and finding the best size for your ears can make a substantial difference. Some users have noticed significant improvements by using the app’s “Earbud Fit Test” or by slightly adjusting how they insert the earbuds.

External factors—like the type of noise and earbud positioning—can affect results. If you continue to find the feature underwhelming after troubleshooting, we'd like to investigate further.

4. Comfort and Fit
We’re glad to hear your earbuds never fall out and are lightweight. Comfort and security are essential, and your positive remarks in this area are appreciated.

If there’s any way we can help you get the most out of your WF-1000XM5s, please contact our support team. Your feedback helps us improve both our products and support for our customers.

Thank you for giving Sony a try.

Best regards,
Gus
Sony Social Media Team

Hi DJintown, we're glad you like the sound quality of our product! The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony! ~Earl

Hi TobyA,

Thanks for commenting. We are thrilled to know that love your WF-1000XM5, and that you are satisfied with its exceptional noise canceling function. We are sorry if you are experiencing an automatic Bluetooth connection when your headphones are placed on your pocket. To avoid this problem, please ensure that your headphones are set into the charging case correctly so they turn off automatically before putting them into your pockets. Put the left headset unit (the headset unit with the tactile dot) back into the left hole of the charging case, and put the right headset unit back into the right hole of the charging case. Each headset unit will be set to the correct position in the charging case by the built-in magnet. You may also try cleaning the contact points on the charging case and earbud headphones to further isolate the problem. For more details, please refer to the following links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779810.html?search=when%20not%20use
https://www.sony.com/electronics/support/articles/00249895

I hope this helps.

The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.

Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

Name:
BestBuy Username:
Model Number:
Issue:
Telephone Number:

Thank you for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi RobertM, Thank you for the positive review! We're delighted to hear that you're enjoying the WF1000XM5 earbuds for such a variety of uses, from audiobooks and music to calls and white noise. Thanks for choosing Sony! -Sam

Hi Perry, Thanks for the 5-star rating! We're glad you like your new headphones. Enjoy and thanks for choosing Sony. -Craig

Hi Acw00, Thank you for your feedback on the WF-1000XM5. We appreciate your detailed review and are sorry to hear about the issues you've encountered.
Regarding the fit of the earbuds, we understand that comfort and secure fit are crucial. If you've already tried different sizes and types of ear tips and you continue to experience discomfort, please reach out to our support team for further assistance.

For the noise-canceling feature, we acknowledge that it should ideally activate automatically when using a single earbud. We will pass on your feedback to our development team.

The concern about the earbuds falling out of the case is noted. We will look into the magnet strength and case design to ensure the earbuds remain secure during everyday use.

We're glad to hear that you are satisfied with the battery life, connectivity, and sound quality of these earbuds.

Thank you for choosing Sony. If you have any further questions or need assistance, please do not hesitate to contact our support team through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Or email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Sam

Hi BenjaminM, Thanks for the positive feedback. We're glad you are happy with the audio quality. Make sure to keep your device up to date to avoid any performance issues. Enjoy and thanks for choosing Sony. -Craig

Hi JassonV, it is very nice to hear that you like the WF1000XM5. Enjoy your new earbuds! Thanks for choosing Sony! ~Earl

Hello Marquina,

Thank you for choosing Sony!

It's great to hear that you love using the WF-1000XM5 headphones, especially for your morning runs. The WF-1000XM5 are designed to deliver excellent sound quality with their noise-canceling features, making them perfect for enhancing your workout experience. If you haven't already, you might want to try adjusting the sound quality mode using the Sony | Sound Connect app to further enhance your listening experience. Enjoy your runs with amazing sound!

Best regards,
-Fred

Hi JordanE, Thank you for sharing your feedback. While we're glad that you love the sound quality, we're sorry to hear that the WF-1000XM5 earbuds didn’t meet your expectations. Fit can be a challenge with earbuds since everyone’s ears are different, and we understand how frustrating it is when they don’t stay secure. For optimum fit, comfort and to keep the headphones from falling out, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

Hope this help. Regards, -Craig

That's fantastic, GabiB!

You've made a great choice! We are extremely pleased it suits your needs and expectations. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.

Thank you very much for the perfect star review and for choosing Sony!

- Romeo

Hi Lowton, we're glad you like the sound quality and noise canceling feature of our product. We appreciate your feedback regarding the earbud tips of your Sony unit. You can change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The most suitable size of the earbud tips for left and right ears may be different. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=earbud%20tips

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl