topic Re: WH-1000XM3 Terrible call quality (background noise) in Portable Audio

WH-1000XM3 Terrible call quality (background noise)

mustafa.arif — Mon, 17 Sep 2018 12:03:28 GMT

I have just bought these headphones and the audio quality on calls is terrible. People I speak with on the phone report that the microphone is dampening my voice, making it sound echo-ey, whilst at the same time picking up ambient noise. Indeed, most report that the ambient noise is clearer than my voice! I'm not tryign to make calls in a particularly noisy environment - just a regular office.

Any ideas?

Re: WH-1000XM3 Terrible call quality (background noise)

Octado — Mon, 17 Sep 2018 13:29:29 GMT

I had the same problem. I returned them and got another pair (from the same retail chain, elgiganten in Sweden) and the new pair was ok. No echo and clear audio on other end.

After updating the new pair to SW 2.0.0 I hear my own voice a little more, but sound is OK on the other end according to the person I talked to.

Off-topic, but after the update there is more static noise during noise canceling mode (no music/call ongoing) I think, so unless you care really much about using the voice assistant (which is the only improvement in the new firmware according to SONY), I suggest holding off with updating the firmware since it is not possible to downgrade.

Re: WH-1000XM3 Terrible call quality (background noise)

hjs8hshi23 — Tue, 18 Sep 2018 18:16:18 GMT

I don't know if what you're describing is exactly the same problem I'm having.

What I've noticed is that when I'm calling (paired with iPhone using FaceTime but same with normal calls) it's like the noise cancelling is not working so I hear a lot of noises from the background and it's hard to hear what the other person on the call is saying.

Is anyone else experiencing the same problem? My 4 years old headphones with noise cancelling were dealing with calls much better which is a shame! I haven't updated to latest firmware yet as it just adds some Android stuff I couldn't care less if I tried (no offence, it's just I wouldn't risk to brick my headphones for something I wouldn't use).

Bear in mind improved mics was one of the reasons I spend more money on this rather than getting the MX2...

Re: WH-1000XM3 Terrible call quality (background noise)

Octado — Sat, 22 Sep 2018 16:18:07 GMT

I've tested the update for a few days now. Can't say I hear myself much (if
at all). The other person can't tell I'm using a headset during calls. I'd
go ahead and update! Remember it's only software (new bugs can always be
corrected in later firmware).

Good luck and let us know how it went 🙂

Re: WH-1000XM3 Terrible call quality (background noise)

paplorinc — Sun, 23 Sep 2018 12:11:42 GMT

I have the same problem, the mic sounds like this guys's: https://youtu.be/cZwr8D-qYHk?t=160

Should I return the unit?

Re: WH-1000XM3 Terrible call quality (background noise)

Octado — Sun, 23 Sep 2018 14:07:07 GMT

Do what I did. Call sony support (using handset). Tell them you are having
problems with the headphones call sound quality, switch over to the
headphones and demonstrate during the call.

They told me to return them, and will probably tell you the same if you
have the problem I had. Good luck.

Re: WH-1000XM3 Terrible call quality (background noise)

Octado — Tue, 25 Sep 2018 11:26:07 GMT

Love the review and agree with everything! (but you may have posted in the
wrong discussion thread, since it is about people who have call quality
issues with their specific pairs 😜).

Since I got my pair replaced the only thing negative I have to say is that
I hold off on taking showers just because I never take these headphones off
😅

Re: WH-1000XM3 Terrible call quality (background noise)

Octado — Fri, 12 Oct 2018 15:12:09 GMT

@mustafa.arif How did it go? Was your issue resolved with a replacement? Please update to help other with the same issue because these (my replacement pair) headphones are really great

Re: WH-1000XM3 Terrible call quality (background noise)

Stevoh1 — Sat, 13 Oct 2018 11:08:57 GMT

Love these headphones but unfortunately phone calls are absolutely terrible, most people I talk to using $450 wh-1000xm3 ask me to stop using and go back to just using my mobile, I've got a an $80 pair of Tao Electronics headphones and the phone call function is 100% perfect, I'm pretty unhappy Sony!!!!!!!!!😤☹️😠

Re: WH-1000XM3 Terrible call quality (background noise)

Octado — Sat, 20 Oct 2018 10:38:19 GMT

@Stevoh1 wrote:
Love these headphones but unfortunately phone calls are absolutely terrible, most people I talk to using $450 wh-1000xm3 ask me to stop using and go back to just using my mobile, I've got a an $80 pair of Tao Electronics headphones and the phone call function is 100% perfect, I'm pretty unhappy Sony!!!!!!!!!😤☹️😠

@Stevoh1 please see my posts in this thread.

@mustafa.arif again, please update your original post with the solution (have the headphones replaced).

Re: WH-1000XM3 Terrible call quality (background noise)

Octado — Sat, 20 Oct 2018 10:39:57 GMT

@paplorinc wrote:
I have the same problem, the mic sounds like this guys's: https://youtu.be/cZwr8D-qYHk?t=160

Should I return the unit?

Yes @paplorinc. Have them replaced.

Re: WH-1000XM3 Terrible call quality (background noise)

mustafa.arif — Sat, 20 Oct 2018 10:49:06 GMT

A quick update:

I raised a ticket with Sony support. They made me go through a rudimentary diagnostic procedure (factory reset, etc.) which made no difference. They then said they would pass it on to a second line support team and I nevertheless heard anything back.

In the meantime I returned the headset, following @Octado’s advice. The new headphones do a better job of rejecting ambient noise, however callers report my voice, although now clear, is still muffled and they are having to strain to hear it. I tried to take it back a second time and the ship said it was probably not a hardware fault but my expectations.

From comparisons with colleagues who have the Bose QC35, the Sony mic definitely dampens the voice - however the Sony mic noise rejection is much, much, better.

i’m still not happy as I make a lot of calls and don’t want to carry two headsets. What advice can others offer now?

Re: WH-1000XM3 Terrible call quality (background noise)

Stevoh1 — Sat, 20 Oct 2018 11:57:17 GMT

Update to my call quality issues, I contacted Sony Australia through their website well over a week ago and have had no response/ reply thus far, very very poor customer support Sony!!
I subsequently returned the faulty headphones to store from which I purchased and a replacement was made almost without question.
Replacement headphones are markedly better in call quality but still nowhere near as clear as I was led to believe they should be by the salesperson from original purchase.
Other than that the headphones are quite good.
I may however still return them for a full refund as it is obvious that such an expensive item should work as advertised.

⁣Sent from BlueMail

Re: WH-1000XM3 Terrible call quality (background noise)

Lolobedo23 — Sat, 20 Oct 2018 19:35:25 GMT

Same issue

I can t call people.They don't understand what I say and hear their own voice. I always need to cut the bluetooth and use the phone. It's a shame because they are designed to be used with smart phones. I m getting nervous.

I use a Samsung S-5 and updated the headset to V2 firmware

Re: WH-1000XM3 Terrible call quality (background noise)

Air-10 — Mon, 22 Oct 2018 09:39:41 GMT

Phonecalls are terrible!
NC goes off and ambient sound kicks in.
It even turns the ambient sound louder than what you hear whitout the headphones.

NC/Ambient button does nothing...

Re: WH-1000XM3 Terrible call quality (background noise)

Stevoh1 — Mon, 22 Oct 2018 11:05:17 GMT

I would strongly recommend anyone with phone call function issues ( or any other quality problems) with Sony WH-1000xm3 headphones to acquire a replacement set should this be possible, I have done this and the replacement set had a significant improvement in phone call quality, had this not been the case then in my situation I would have returned the headphones for a full refund.
My set was purchased as over the counter store buy, I would think that internet purchased headphones may well be more difficult to resolve such issues.

⁣Sent from BlueMail

Re: WH-1000XM3 Terrible call quality (background noise)

Myklestul — Fri, 23 Nov 2018 13:59:16 GMT

I had the same problem. The first day, i did not have the problem. The problem actually started after I installed the headphones app and changed the NC/AMBIENT button to control Google Assistant.

Just now i tried to change the function back to control the ambient sound. Then, i made a phone call and during the phone call i were able to change from "ambient sound" to "noise cancelling" and i litterally hear no sound from the environment I'm currently in.

So for me, my problem is now solved.

Re: WH-1000XM3 Terrible call quality (background noise)

ryocityboy88 — Tue, 27 Nov 2018 10:23:48 GMT

Hi I have the same problem, people are complaining I sound muffled and is not as good as my Bose headphones. Sony do you have a fix? Otherwise a great product for noise cancellation but poor on calls.

Re: WH-1000XM3 Terrible call quality (background noise)

Stevoh1 — Tue, 27 Nov 2018 10:31:00 GMT

Hi,
I have no info for a fix other than returning the headphones for a
replacement, which by the way you are entitled to.
I returned my first pair and the replacement headphones are much much
better for phone calls, although not as good as they probably should be
considering their cost.
Other than that I absolutely love them!

Re: WH-1000XM3 Terrible call quality (background noise)

Bigmick777 — Thu, 27 Dec 2018 10:50:31 GMT

I too have this problem and it's very annoying.

I called Sony tech support but they said I could only send to a repair centre to have them test and report.

I mentioned that this appears to be a common issue and replacement sets appeared to be better but they said they could not offer replacements only a repair check.

The headphones were purchased from Richer sounds - however the receipt says 'due to hygiene reasons we are unable to offer refunds or exchanges on headphones!'