topic Re: wh 1000xm2 takes background noise during call in Portable Audio

wh 1000xm2 takes background noise during call

roshan_87 — Tue, 23 Jan 2018 15:23:35 GMT

Hi,

As far as enjoyed listening to music on my new pair of wh-1000xm2. The biggest drawback is during the calls(skype,normal) on wireless and wired setup.

It been biggest problem for me as i can't take calls during office hours , as many on the other end of the call complained me about the background noises it picks up during the call.

Please let me know the fix. Tried resetting to default config , neither of them worked.

Re: wh 1000xm2 takes background noise during call

Sean_Mc — Wed, 24 Jan 2018 14:46:30 GMT

Hi roshan_87,

Welcome to the Sony Community.

Have you made sure that the noise cancelling function is turned on?

Thanks,

Sean Mc

Re: wh 1000xm2 takes background noise during call

roshan_87 — Thu, 08 Feb 2018 06:52:03 GMT

yes the noise cancellation was switched off during the time of the call. And i made sure that i was connected via wired connection , instead of a bluetooth.

Please let me know how to go about it !

Regards

Roshan

Re: wh 1000xm2 takes background noise during call

deesto — Sat, 03 Mar 2018 17:22:18 GMT

I have the same issue. I’m told these headphones are non mic-noisecancelling. Surely a firmware upgrade could be developed to implement this, Sony? This does not happen on the Bose QC35, as they have a noice cancelling mic and/or noise cancelling mic software inside in the inner workings of the headphone.

ive heard the same complaint for users of the previous MDR version of the same headphones.

Ive logged a complaint with Sony but it would be good if more people insisted they fixed this. As with only one person they will think it’s a problem with only a few users and not a problem with the headphone - which it is!

Re: wh 1000xm2 takes background noise during call

deesto — Sat, 03 Mar 2018 17:30:34 GMT

For clarity, the OP says he’s turned off noise cancelling. And Sony recommends it ON.

BUT I have tried EVERY POSSIBLE setting and it’s still does it!

I’ve even reset the headphones to factory settings and reset the headphone as per Sony’s Customer support troubleshooting steps but they still

logged it as unable to fix due to the fact that this is how the heapdphone operates as it stands.

So The complain stands! Until Sony fixes this on a firmware upgrade or by any other means, the headphones pick up outside noise during a call on the mic, and the receivers of that call can hear it - so if this matters to you, but a pair of QC35 Bose until they decide to do something g about it. I’d rather use these headphones, as I think they are better than the Bose. But this poor design has let me down and shocked me

of the oversight in development and engineering standards.

Re: wh 1000xm2 takes background noise during call

locomaniaholl — Tue, 24 Apr 2018 21:22:02 GMT

Terrible surprise after lovong these headphones for 2 weeks, taking a call where the other person could not underdtand a word i was saying !! Returining them right away. How come Sony is not addressing this and continues to sell these!!

Re: wh 1000xm2 takes background noise during call

Almou_10 — Thu, 26 Apr 2018 08:54:35 GMT

Hi roshan_87,

I don't think there is a software upgrade that can solve this because the microphone in these headphones are not noise cancelling. So it would be pretty much normal for the background noise to be heard in the call.

Cheers,

Almou_10

Re: wh 1000xm2 takes background noise during call

michaelsmithd — Mon, 30 Apr 2018 20:05:34 GMT

To be clear, this is about the microphone not being background noise cancelling. The noise cancelling works great in the headphones, it's just incredibly disappointing that a high-end headphone like this doesn't have a mic that cancels background noise. Everyone hates when I use these headphones for phone calls as the person on the other end hears everything (and therefore nothing).

Couldn't software perform this function? How about an update?

Re: wh 1000xm2 takes background noise during call

EdwinaU — Wed, 02 May 2018 09:48:32 GMT

Hi Michael,

Thanks for your feedback about your experience using the WH 1000xm2, we will pass this on to Sony.

Best wishes,

Re: wh 1000xm2 takes background noise during call

Ssseppo — Tue, 29 May 2018 14:01:26 GMT

I have exactly the same problem. Is there anything one can do with bad audio quality in microphone when having a phone call? I bought the Headphones mainly for car use 😞

Re: wh 1000xm2 takes background noise during call

Tracaja — Tue, 31 Jul 2018 19:54:32 GMT

I have the same problem here, I mean we all have once looks like is inherent to the product, sadly. People cannot hear anything but noise. At first I thought was something related to the settings but after contacting Sony (case 03696320) they said the noise cancelling turns off when receiving/ placing calls! Wow this is very dissapointing for a fancy phone produced for one of the most respectable eletronic manufacturers in the World. Shame on you Sony.

The main purpose I bought this phone was for making calls as I have a long daily commute. Now when I receive a call I need to turn off my phone, remove it and use my cell phone with one hand which is dangerous while driving.

It is worth to say Sony replaced my previous model which had the very kown issue related to the headbang cracking for this "new" model. I thought they sent me a phone with quality problems but no. Sorry Sony but even a 5$ wired phone is better for making calls.

I have to say Sony customer service (not the product) is very efficient, good job!

Re: wh 1000xm2 takes background noise during call

mijujda — Mon, 13 Aug 2018 09:09:58 GMT

Hi everyone,

I just bought a pair of these headphones a week ago, after reading a ton of excellent reviews. I have been using them on vacation for listening music and I have loved it. The NC is, in my opinion, great. However, now that I've come back to work, I've started using these headphones for calls in the office and... you guessed it - The call quality is just awful. Almost every call I make (either from iPhone or Windows PC) ends by me having to take off the headphones and continuing the call "the usual way" - just talking directly to the phone. This is a HUGE drawback from otherwise excellent wireless headphones. I've been making calls in not-so-noisy office environment and the other side could barely hear what I was saying. I can only imagine what would they hear if I was on the street.

I've been looking at Bose QC35 and Plantronics Voyager UC 8200, but have opted for better sound quality promised by Sony. But after finding out that I can't use these headphones for most of my work, I'm seriously considering sending them back and buying either QC35 or UC 8200.

I would love if Sony could come up with a firmware update addressing this issue, however, I'm not sure if this issue is something that could be fixed just by an update.

So yes Sony, there are many of us facing this issue, which is quite disappointing. I hope that one day we'll see a 1000X M3 with better noise canceling mics. Until then, those of us who want high-quality headset (not just headphones) will have to look somewhere else.

Re: wh 1000xm2 takes background noise during call

vega44 — Mon, 03 Sep 2018 11:05:42 GMT

I can confirm the very same problem with two pairs of wh-1000xm2. spent some time on their support hot-line. nothing helps. tried resets etc etc. for phone calls, these headphones are USELESS.

Re: wh 1000xm2 takes background noise during call

xm2_user — Tue, 04 Sep 2018 06:29:19 GMT

Hi,

Same here. Very frustrating... I have to disconnect the headphones everytime I get a call. I would've expect more from a premium headphone.

Any plans to get a firmware upgrade to address this issue??

Re: wh 1000xm2 takes background noise during call

gimmon — Thu, 27 Sep 2018 14:41:32 GMT

Unusable. There's no other word to describe the ability of these headphones for calls. As someone else said, even the most basic earbuds perform better.

I bought these for their audio quality, which is fantastic. I'd imagined they'd be at least usable as a hands free calling headset; they are not.

Deeply regretting buying them.

Re: wh 1000xm2 takes background noise during call

sagar613 — Tue, 02 Oct 2018 02:41:52 GMT

I am pretty sure that even the companies' staffs did not use it. They made the false claim that they had tested the headphone under the different noisy scenarios. And this problem has proved that sony did not test at all. How come the so called engineers,and designers couldn't find problem within the whole product design phases which I figured out in just two days. And shame on you Sony company

because your customers are in pain and you are still Quiet and Comfort

Re: wh 1000xm2 takes background noise during call

XelK99 — Wed, 17 Oct 2018 22:42:41 GMT

Same problem, makes headphones just useless and very frustrating garbage ...who nowdays just buys headphones for listning? Just buy Bose. I'll avoid sony products from now on

Re: wh 1000xm2 takes background noise during call

Uplink03 — Fri, 17 May 2019 20:02:18 GMT

Is there any solution to this?

I gave up trying to make phonecalls with my XM2 because people say they can hear the birds, the planes, the cars, the wind, the other people in the office very clearly, as if they were here... but they can't hear me properly.

And when it's actually quiet and they can hear me they say I sound echoey, as if I were in a cave.

One possible cause is that the mics are positioned away from my face. That would explain why the world is clear but my voice is not. If that's the case, it can't really be fixed unless the hardware is updated with a proper mic configuration. Right? Or if somebody finds a solution to let me use my phone's mic instead.

The reason why I got these headphones is "voice focus". That works great blocking out the hum of the city (which stresses me out a lot, gives me sensory overload problems) while still letting me hear what's important - albeit at a reduced volume even when ambient sound is set to the max, 20, so I can't really carry out a conversation unless the other person is yelling.

Re: wh 1000xm2 takes background noise during call

floridamelbourne — Wed, 12 Jun 2019 13:50:47 GMT

I wish I had known. I cannot use these headphones in a noisy environment. What was Sony thinking?

My cheap LG headphones worked better. This is very shameful, a huge waste of my time and money, and an embarassment to use in a professional setting when my customer has to tell me that my headset is being disruptive to a conference call. I am good with the mute button, but there is no redemption here.

David McKinney

Nuance Healthcare

No longer a Sony customer.

Re: wh 1000xm2 takes background noise during call

Bjenner — Tue, 02 Jul 2019 12:51:09 GMT

During a Skype Call, even if I mute from Skype app it sounds like the surrounding sounds are amplified. At least add the mute microphone feature in the Sony app if you can’t add the filtering in the firmware. We all got conf calls were we don’t talk much and at least we could listen properly if we can’t talk with our headphones (they are not headsets for sure).

Does anybody know if the Mk3 are like these or not ?