Customer Ratings & Reviews

Hi RachelC, Amazing! We're glad that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi RenL, Great choice! We are glad to hear that you are enjoying your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl

Hi Ivano, Great! We're glad that you are satisfied with your purchase. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi David,

Thank you for the purchase! We're glad to hear that you like the quality of the headphones. We appreciate the review and thank you for choosing Sony!

-David

Hi ToribiaA, we're glad you like our product! Thanks for choosing Sony. ~Earl

Hi Leonp, Great! We're pleased to hear that you're enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi IsaacG,

Thank you for telling us about your experience with your WH-1000XM5. We're happy that you are enjoying the superb features and excellent audio quality of these headphones. Your feedback is extremely important to us and is very much appreciated. If you use the headset at a place where it is restricted to use Bluetooth devices such as on an airplane, you can use the headset as noise canceling headphones while the headset is connected to a device via the supplied headphone cable and the headset is turned on. You can listen to music even if the headset is turned off. In this case, the noise canceling function cannot be used.

Note: You can use Quick Attention Mode and Speak-to-Chat while the headset is connected to a device via the supplied headphone cable and the headset is turned on. Perform operations, such as adjusting the volume and play/pause, on the playback device. When the headset is turned off, you cannot use Quick Attention Mode and Speak-to-Chat.

For more on "What you can do with the “Sony | Headphones Connect” app", please refer to this help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html

The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thank you for choosing Sony! -Jess

Hi YoneaqueS,
Thanks for reaching out about your WH-1000XM5 headphones. We're sorry to hear you've been running into some issues. We want to get this sorted out for you.

Regarding the sound shutting off, it is usually caused by a couple of the headphones' built-in smart features, like "Automatic Power Off" and "Pauses when headphones are removed," which can sometimes be triggered by all the movement during a workout.

You can turn both of these off in the Sony | Sound Connect app. Just head to Device Settings > System, find the Automatic Power Off setting, and select "Do not turn off." It’s also a good idea to check and disable the Pauses feature there if it's on.

If the issue persists, try initializing the headphones as a last resort. Find detailed instructions here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

As for the noise canceling, it is most effective at blocking constant, low-frequency sounds; things like the hum of an air conditioner or a bus engine. It's naturally less effective on sudden, higher-pitched noises, such as people talking or gym equipment clatter.

You'll also want to make sure the earpads have a nice, secure fit over your ears, as a good seal is crucial for the best performance. Finally, a great step is to check the Sony | Sound Connect app for any available firmware updates, as these can often improve noise canceling over time.

If you run into any more trouble or need a deeper dive into these settings, please don't hesitate to reach out to our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products. We apologize for your experience.
Warm regards,
Estefany

Hi ings, That's awesome! We are thrilled to hear that you are very happy with your new Sony wireless noise canceling headphones. With our WH-1000XM5 headphones, you can enjoy magnificent sound quality which is engineered to perfection and have a battery life that can last up to 30 hours with quick charging (3 min charge for 3 hours of playback). With 8 total microphones, these headphones are our biggest step forward in noise canceling technology. For everyday convenience, just Speak-to-Chat and Quick Attention mode stop your music and let in ambient sound. Thank you for trusting Sony! Vincent

Hi TimothyW, Awesome! We're glad that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi KennediA, We're glad to hear that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi Andrew, We're glad that you are happy with your purchase. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi JImbo, Amazing! We're happy to hear that these headphones exceeds your expectation. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hello MikeD, Thanks for your feedback. We are glad that you now have a pair of excellent headphones. Thank you for choosing Sony! Enjoy your music! Vincent

Hi Kenny, we appreciate you taking the time sharing with us your honest review about your experience using the WH1000XM5. We regret that the headphones had to be returned. We value your feedback as it helps us understand our customers' needs and improves our products.

We do have suggested troubleshooting steps on the Help Guide to help fix problems you might encounter. Downloading/Installing the headphones connect app is also a recommendation. You can use the app to customize the settings to fine-tune your music. Resetting and Initializing the headphones also helps resolve touch control issues.

Usage hours may be different from the time described above depending on the settings for the headset functions and usage conditions.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534508.html

We hope that you'll reconsider and try the troubleshooting steps first before returning the unit. Performing these steps help improve the headphones' performance.

Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi Alazay, Awesome! We're glad that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi NickM Awesome! We're happy to hear that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi KathleenaL, thanks for choosing and purchasing our product! We're glad your grandson loves his new headphones! The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thank you for choosing Sony! ~Earl

Hi Product, Awesome! We are so glad to hear that you are happy with your new WH-1000XM5! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. For the low sound level, please try these steps. Turn up the volume of the headset and the connected device.
Connect the Bluetooth device to the headset once again.
Reset the headset.
Initialize the headset, and pair the headset and the device again.

Should you need further assistance, please contact us for help. You may reach out to us at socialsupport@am.sony.com

Regards,
Carl

Hi Reyna, Amazing! We're glad that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin