Noise cancelling is the main reason most people buy Sony's WH-1000XM headphones, so it's disappointing when it seems to stop working. The good news is that it's usually a setting, the fit, or something blocking a microphone, rather than a fault.
Work through these checks in order.
1. Check which mode you're in
Press the noise-cancelling button on the left ear cup (NC/Ambient on the XM3, CUSTOM on the XM4, NC/AMB on the XM5) and listen to the voice prompt. The headphones cycle between noise cancelling, ambient sound, and off. It's easy to leave them in ambient sound mode, which deliberately lets outside sound in.
2. Check the app settings
In Sony's headphones app, look at:
- Ambient sound control. Make sure noise cancelling is selected, not ambient sound.
- Adaptive sound control. This changes the mode automatically depending on where you are and what you're doing. If the noise cancelling seems to come and go, try turning it off.
- Wind noise reduction. Some modes trade off noise cancelling against wind noise outdoors.
- The noise cancelling optimiser. Running it again can help after a change of glasses, hat or hairstyle.
3. Check the fit and the ear pads
Noise cancelling relies on a good seal around your ears. Glasses arms, hair, a hat, or flattened or cracked ear pads all let sound leak in, and the noise cancelling sounds weaker. Worn pads are a common reason older headphones seem less effective. Replacement pads are inexpensive. See how to replace Sony XM4 and XM5 ear pads.
4. Check the microphones aren't blocked
Noise cancelling uses small microphones on the outside of the ear cups to hear the noise it cancels. Dirt, a sticker, a case or a hand over one of them affects it. Look at the outside of each ear cup for the small mic openings, and clean around them gently with a dry, soft brush. Don't poke anything into them.
5. Reset and update
Restart the headphones, then try a reset: see how to reset Sony WH-1000XM4 or how to reset Sony WH-1000XM5. Then check for a firmware update in the app.
Whistling or feedback
A high-pitched whistle or squeal when you put the headphones on or press around the ear cup is feedback: the microphones picking up their own output. A poor seal, like glasses, a hand cupped over the ear cup or a damaged pad, can cause it. If it happens with a good seal and fresh pads, a microphone may be faulty.
When it's a fault
If noise cancelling is still weak or uneven after all of that, especially if one side cancels noticeably less than the other, the cause may be:
- A faulty microphone on one ear cup
- Moisture damage around the microphones
- A loose connection inside an ear cup after a knock
These need the ear cup opening and testing. My Sony headphones repair (any fault) starts with a £4.99 assessment. I find the fault and quote before any work, and the £4.99 comes off the repair if you go ahead.
Questions people ask
Why has my Sony noise cancelling stopped working?
Most often it's in ambient sound mode, Adaptive Sound Control is changing the mode, or the fit isn't sealing. Check the mode, the app settings and the ear pads first.
Why is my Sony noise cancelling weaker on one side?
A blocked or faulty microphone on that side, a damaged ear pad, or a poor seal. If cleaning and new pads don't help, a microphone may need looking at.
Do worn ear pads affect noise cancelling?
Yes. Flattened or cracked pads don't seal properly, and the noise cancelling sounds noticeably weaker.
My recommendation
Check the mode, the app settings and the fit first. Most noise-cancelling problems end there. If it's still weak, or worse on one side, have it assessed.