Customer Ratings & Reviews

Hi Tracyhua,

We're sorry to hear you're experiencing intermittent audio or unstable Bluetooth connection. Allow us to help you and turn your experience around. Update the headset software to the most recent version. The software includes key features, applications, bug fixes, and feature improvements.

Multiple Wi-Fi devices, microwave ovens, cordless phones, or devices that transmit 2.4 GHz band frequency radio waves can cause the sound to cut out. To improve transmission, change the sound quality mode from Priority on Sound Quality to Priority on Stable Connection. To change the setting, use the Sony Headphones Connect app to select Sound → Bluetooth Connection Quality → Priority on Stable Connection.

If the problem continues on the WH-1000XM5 headphones after performing the steps above, restore the unit to factory default.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

If you have connected to the computer with the headphones named LE_WH-1000XM5, the headphones are paired with the computer with Low Energy mode and may cause the Bluetooth connection to fail or unable to hear the sound from the headphones. To avoid this, pair the headphones named without LE_WH-1000XM5. If only LE_WH-1000XM5 is displayed when pairing, wait for a while to show the model name without LE_WH-1000XM5.

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

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Thanks for letting us help assist you.

Regards,
Jess

Hi AWSaeed, Gret! We're glad that you are enjoying the sound quality of your 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 Oscar, 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 Tony, 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 ImcraZycy, We are sorry to hear that the headphones keep disconnecting. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn this into a better experience.

Please ensure the software is updated. If your headset has the latest software, a notification will appear on the screen of the “Sony | Headphones Connect” app. Update the headset software following the on-screen instructions. Install the latest headset software to enjoy new functions or to resolve a certain number of issues with the headset. Always use the headset with the latest software installed.

For additional steps, please check the Help Guide below.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534701.html


If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi Kris, Amazing! We're glad that you are enjoying the audio quality of your 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 jlacen19, We're sorry to hear about your headphones. It is unfortunate that you are having issues with the hinges of your headphones. This is definitely not the experience we wanted you to have with our premium headphones.

Unfortunately, the limited warranty of your WH1000XM5 does not cover any kind of accidental or physical damage. You may contact our authorized service center (United Radio Service Inc.) for repair options. Please refer to this link:

https://us.esupport.sony.com/support/s/service?language=en_US&cpint=spt-subfooter_prodrepair

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

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

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Craig

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 Charles, Thank you for the 5-star rating! 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 LaurenS, Thank you for writing your review. We're glad that you like the WH1000XM5. We're also sorry if you're having issues switching from your phone and mac. To troubleshoot the problem, please check the links below:

https://www.sony.com/electronics/support/articles/00249936
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541784.html



If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi Soren,

We're sorry to hear about your experience. Not being able to pair your headphones right after purchase is definitely frustrating, and the charge mentioned is concerning. This isn't the level of service we aim for.

To address this concern, please reset them by following the instructions in the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Then, perform factory reset. The steps are in the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html

Additionally, make sure they have the latest firmware version installed. Check this out for more details: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246

We hope this helps. Thanks for considering Sony Products.
-Eliab

Hi TheB,

We're sorry to hear you are not satisfied with the noise cancellation and you're considering to return the product. If the Noise Canceling effect on the WH-1000XM5 headphones changes automatically, it is because of the Auto NC Optimizer feature (optimizing the Noise Canceling function automatically), the Noise Canceling effect may change depending on the conditions or how you are wearing the headphones.

For example, the following may cause the Noise Canceling effect to change:

• Going down the stairs, eating, drinking, or speaking loudly
• Touching the headphones
• The headphones move or slip slightly

Additionally, when the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.

If the effect of noise canceling is not sufficient, please refer to the steps and guidelines from this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

Should you need further assistance regarding your concern and you still have the unit, please email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Jess

Hi Trucksenpai, Awesome! We are so glad to hear that you are happy with 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 NdyaH,

Thank you for taking the time to share your honest experience with the WH-1000XM5. We truly appreciate your loyalty to the 1000X series, and we’re sorry to hear that this generation feels like a step backward for you—specifically regarding the headband design and clamping force. We’ve noted your feedback on the build quality, as it helps our engineering teams understand how the new, slimmer design performs in real-world daily use.

Regarding the Noise Canceling (ANC) performance, we want to ensure you're getting the most out of the "Integrated Processor V1." Since ANC relies heavily on physics, here are two quick adjustments that often resolve the issue:

- Ensure a Perfect Seal: The XM5s use a redesigned ear pad. If there is even a tiny gap between the cushion and your skin (caused by glasses, hair, or positioning), the ANC effectiveness drops significantly. Make sure the cups fully encompass your ears.

- Disable Adaptive Sound Control: This feature automatically adjusts ANC based on your environment. Sometimes it can feel like the ANC is "weakening" when it’s actually just adapting. You can turn this off in the Sony | Headphones Connect app to keep the noise canceling at its maximum, consistent level.

For a deeper dive into optimizing the noise canceling effects, you can view our official optimization guide here:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

We’re glad you’re enjoying the improved touch interface, and we hope these tweaks help the ANC performance meet the high standards you've come to expect from us.

Thank you for considering Sony!

Regards,
Dominick

Hi FaceTimemusicstudent, Great! We're glad that you like the sound quality and noise canceling function. 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 Protian, Thanks for sharing your experience with us. We're sorry that you are not impressed with the headphones. We appreciate the feedback as it can help us improve in the future. We hope you'd still consider our products in your next purchases. Thanks and regards, -Craig

Hi Alghasimou, Awesome! We're glad that you are enjoying the sound quality of your 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 Trueblue, Awesome! We're glad that you are enjoying the sound quality, comfort, and noise canceling function of your 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 Evan, Excellent! 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 RC4614,

Thank you for your review, and we are really sorry for the inconvenience. It is unfortunate that you are having an issue with the left hinge of your headphones. This is definitely not the experience we wanted you to have with our premium headphones. We'd love to know more about what happened and help you out. Please email the information below to socialsupport@am.sony.com so we can review your file on our system and best assist you.

Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

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

We are looking forward to your message.

Sincerely,

Romeo
Sony Social Support