Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Silver
Average customer rating
4.2
(345 Reviews)
Rating breakdown 345 reviews
5 Stars
230
4 Stars
39
3 Stars
21
2 Stars
13
1 Star
42
80%of customers recommend this product.
(
261 out of
325)
Customer Reviews for Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Silver
Customer Rating
1
SONY WH1000XM5-Useless for watching movies.
on July 11, 2025
Posted by: PCQ3912
Gender:Male
Useless for watching movies. Cannot disable Automatic Gain Control -AGC of source signal. Dialogue volume OK but when characters stop talking volume drops to total silence eliminating all critical background sounds and any mood music. Destroys suspension of disbelief pulling viewer out of movie. Volume continuely goes up and down ruining and wasting all the effort and work by the sound engineer.
Gone back to my WIRED Sennheiser headphones.
Gone back to my WIRED Sennheiser headphones.
No, I would not recommend this to a friend.
Response from sony.comBy Gus, Sony North America Customer Support, July 13, 2025
Thank you for your detailed feedback about your experience watching movies with the WH-1000XM5 headphones. We genuinely appreciate you taking the time to share your concerns regarding audio dynamics, specifically with the perceived Automatic Gain Control (AGC) behavior.
Based on available documentation and support resources, the WH-1000XM5 headphones do not have a user-accessible option to disable AGC directly. There is also no indication in the official Sony Help Guides, app settings, or frequently asked questions that would allow users to control or turn off AGC—whether via the Sony | Headphones Connect app or device settings.
It’s possible that some of the behaviors you’re experiencing—such as the sudden drop in volume or background ambience—may be linked to features like “Speak-to-Chat” or noise control modes rather than an explicit AGC setting. The Speak-to-Chat function, when enabled, automatically lowers the playback volume when it detects that you are speaking, in order to better hear outside conversations. By default, Speak-to-Chat is turned off, but if you believe it might be activating unintentionally, you can disable it by holding two fingers on the right ear cup until you hear the deactivation voice prompt, or by toggling the setting in the Sony | Headphones Connect app.
If you have already checked features like Speak-to-Chat and are still experiencing the issue, you can try to initialize and restart the headset.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
We understand how important a consistent and immersive movie audio experience is, and how frustrating it can be when audio fluctuations disrupt your viewing. If you have not already, please consider ensuring all headphone firmware and the Sony | Headphones Connect app are updated to the latest versions, as occasional improvements to sound processing and customizations can be delivered through updates.
If you would like assistance, our support line is always available to help. You can contact them at:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you again for your honest review. If you have any further questions or details to share, we are here to support you and help you get the most out of your listening experience.
Gus, Sony North America Customer Support
Based on available documentation and support resources, the WH-1000XM5 headphones do not have a user-accessible option to disable AGC directly. There is also no indication in the official Sony Help Guides, app settings, or frequently asked questions that would allow users to control or turn off AGC—whether via the Sony | Headphones Connect app or device settings.
It’s possible that some of the behaviors you’re experiencing—such as the sudden drop in volume or background ambience—may be linked to features like “Speak-to-Chat” or noise control modes rather than an explicit AGC setting. The Speak-to-Chat function, when enabled, automatically lowers the playback volume when it detects that you are speaking, in order to better hear outside conversations. By default, Speak-to-Chat is turned off, but if you believe it might be activating unintentionally, you can disable it by holding two fingers on the right ear cup until you hear the deactivation voice prompt, or by toggling the setting in the Sony | Headphones Connect app.
If you have already checked features like Speak-to-Chat and are still experiencing the issue, you can try to initialize and restart the headset.
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
We understand how important a consistent and immersive movie audio experience is, and how frustrating it can be when audio fluctuations disrupt your viewing. If you have not already, please consider ensuring all headphone firmware and the Sony | Headphones Connect app are updated to the latest versions, as occasional improvements to sound processing and customizations can be delivered through updates.
If you would like assistance, our support line is always available to help. You can contact them at:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you again for your honest review. If you have any further questions or details to share, we are here to support you and help you get the most out of your listening experience.
Gus, Sony North America Customer Support
Written by a customer while visiting sony.com
Posted by: BAN01
Gender:Male
Verified Purchase:Yes
I used it during my fight and listened to music; its voice cancellation is excellent.
I would recommend this to a friend!
Response from sony.comBy Estefany, Sony North America Customer Support, September 14, 2025
Hi BAN01! It's a truly pleasure to hear that your WH-1000XM5 headphones were able to keep you company. We are glad that the noise cancellation helped you have an enjoyable listening experience. Thank you for choosing Sony! Best regards, Estefany
Written by a customer while visiting sony.com
Posted by: suitmar13
Gender:Male
Verified Purchase:Yes
Yes, this is one of the greatest headphones ever, but it's not that durable, as the earcups is dangling off. I would rather spend my money on the xm4. Don't buy this. Not a great product.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 11, 2022
Hi Suitmar13,
Thank you for reaching out to us with your concern. While we're glad you like the exceptional noise cancelling and sound quality, we're sorry to hear about what happened with your headphones. This is definitely not the experience we'd like to hear from you.
The WH-1000XM5 were tested and build to last. 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 elegant design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.
Please contact us so we can get more information on this. Please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Jess
Thank you for reaching out to us with your concern. While we're glad you like the exceptional noise cancelling and sound quality, we're sorry to hear about what happened with your headphones. This is definitely not the experience we'd like to hear from you.
The WH-1000XM5 were tested and build to last. 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 elegant design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.
Please contact us so we can get more information on this. Please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Jess
Written by a customer while visiting sony.com
Customer Rating
5
Goodbye world!
on October 6, 2022
Posted by: Xopi
Gender:Female
[This review was collected as part of a promotion.] I’ve tried several noise cancelling headphones and I have finally discovered headphones that meet my standards!! The Sony wireless noise cancelling headphones are perfection. Perfect for when you want to focus on your work, drown out noise, awesome travel headphones. They are so comfortable to wear, it doesn’t feel like you’re wearing them at all. They come in a sleek carrying case.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 7, 2022
Hi Xopi,
You made the right choice! We're thrilled that you are enjoying the noise canceling function, comfort, and supplied carrying case of the 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!
-Ralph
You made the right choice! We're thrilled that you are enjoying the noise canceling function, comfort, and supplied carrying case of the 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!
-Ralph
Written by a customer while visiting sony.com
Customer Rating
5
Awesome
on October 7, 2022
Posted by: dreamgirl48
Gender:Female
[This review was collected as part of a promotion.] These are awesome. They actually work unlike them other ones out there that don't work for nothing. Now I can sleep in peace without listening to my husband snore.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 8, 2022
Hi dreamgirl48, 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
Written by a customer while visiting sony.com
Posted by: Chris32
Gender:Male
Verified Purchase:Yes
I bought them since release date are an amazing pair of headphones.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, August 24, 2022
Hi Chris32, Thank you for giving the Sony WH-1000XM5 a perfect rating! 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! -Sam
Written by a customer while visiting sony.com
Customer Rating
5
Great Features with Sound Quality
on October 6, 2022
Posted by: Sound25
Gender:Female
[This review was collected as part of a promotion.] the sound quality is fantastic. I love the touchpad options it makes it so much easier than trying to find the correct button. The sound dampening is amazing, you can't hear anything when this feature is turned on. The only thing I wish was a little better was how loud the volume can go, and the bass in the headphones. Other than that, these are the best set I have owned thus far.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 7, 2022
Hello Sound25, We are thrilled to know that you like the sound quality and features of 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. Please make sure to turn up the volume of the headset and the connected device. You may also connect the Bluetooth device to the headset once again and please do not forget to update the firmware of the unit. Thank you for choosing Sony! Vincent
Written by a customer while visiting sony.com
Customer Rating
5
Sounds Amazing
on October 6, 2022
Posted by: SueAnne
Gender:Female
[This review was collected as part of a promotion.] I received the Sony - WH - 1000xm5 Wireless Noise Cancelling Headphones and they are amazing. The sound quality is far beyond anything I have ever heard, absolutely the best!! I love that they are noise cancelling and wireless. They also came in a really nice zipper case to put them in after using them. I am so very happy with the Sony Wireless Noise Cancelling Headphones. I will definitely tell friends and family how great these Headphones are.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 6, 2022
Awesome! Thank you for the perfect star review, SueAnne! We are thrilled that you are very happy with your new WH-1000XM5. We are also delighted to hear you are satisfied with its incredible sound quality, amazing noise canceling feature, aesthetic carrying case, and overall performance.
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 recommending our WH-1000XM5 and for choosing Sony!
- Romeo
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 recommending our WH-1000XM5 and for choosing Sony!
- Romeo
Written by a customer while visiting sony.com