Question 1

No matter what i do i have never had the fast forward or reverse work ever.  i stream from youtube music.  all else works great!  are mine defective?

Accepted Answer

Hi Ray,

Thanks for reaching out to us with your concern, and we apologize for the inconvenience. We are not sure what audio device/smartphone you have our WH-1000XM5 connected to. However, if your audio device/smartphone supports Bluetooth AVRCP (Audio/Video Remote Control Profile) profile, please follow the steps below to fast-forward/fast-reverse the audio playback:

• Fast-forward: Swipe forward and hold. (It takes a while until fast-forwarding starts.) Release at the desired playback point.
• Fast-reverse: Swipe backward and hold. (It takes a while until fast-reversing starts.) Release at the desired playback point.

Note: 
• When you swipe your finger forward/backward or up/down on the touch sensor control panel, the touch sensor control panel may not work correctly depending on the angle at which the headset is worn or the direction your head is facing.
- When you swipe your finger forward/backward, make the movements perpendicular to the headband.

If the issue persists or you need more information/technical assistance, please follow the steps below for ways to contact us so we can best assist you.

Unfortunately, due to the current Amazon phishing protocol for your protection, we cannot provide a direct email or phone number for customer support as of now. Please find Sony Electronics' Support information: Go to our support website > click on “Support” > scroll down click on “Contact Support” > click on Headphones > click on “Email Question.”

Thank you for choosing Sony.

Sincerely,

Romeo

Question 2

Summer coming, much sweat time... wonder about how best to keep the soft earpads "leather" supple and long lasting?

Accepted Answer

Hi P. Constantine,
Great question! The WH1000XM5 is a lightweight headphones that are beautifully finished in newly developed soft fit leather and taking care of them is essential to ensure their longevity. Here are some good tips for keeping your leather earpads in good condition.

When the headset exterior is dirty, wipe it clean with a soft dry cloth. If the headset is particularly dirty, soak a cloth in diluted neutral detergent, and wring it well before using it to clean the headset. Do not use solvents such as thinner, benzene, or alcohol, as they may damage the finish on the surface of the headset or cause other damages.

Avoid moisture: Avoid exposing the earpads to water or any other liquid. If they do get wet, wipe them dry immediately and let them air dry completely before using them.

Store them properly and avoid exposure to extreme temperature changes, direct sunlight, moisture, sand, dust, and electrical shock. Never leave the headset in a parked vehicle.

The WH-1000XM5 headphones rewrite the rules for distraction-free listening. Two processors control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed driver, DSEE – Extreme and Hires audio support the WH-1000XM5 headphones provide awe-inspiring audio quality. Hope this helps! - Kris

Question 3

Can you use the noise cancelling function without a connection to a device?

Accepted Answer

Hi merter,

Thank you for the inquiry! Yes, the noise canceling function is turned on automatically when you turn on the headset. You can press the NC/AMB button to change the settings of the noise canceling function.

Each time the button is pressed, the function switches as follows:

1.Ambient Sound Mode: ON (You will hear a notification sound.) 
2.Noise canceling function: ON (You will hear a notification sound.)

You can also select one of the following on the “Sony | Headphones Connect” app to set how you want the functions to change when you press the NC/AMB button.

Additional information: 
The WH-1000XM5 headphones rewrite the rules for distraction-free listening. 2 processors control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed driver, DSEE – Extreme and Hi-Res audio support the WH-1000XM5 headphones provide awe-inspiring audio quality.

Regards,
David

Question 4

Are they wireless with Bluetooth? Also I know they're noise cancelling but do they also play regular music?

Accepted Answer

Hi maria haynes,

Thanks for your interest in the Sony WH1000XM5. Great news! These headphones use Bluetooth for wireless connection. You also have the option to use the supplied headphone cable for wired connection. These are also designed for music listening (with or without using the noise canceling function).

Our ultra-comfortable WH-1000XM5 headphones rewrite the rules for distraction-free listening and exceptional call clarity. Two processors control multiple microphones for unprecedented noise canceling while Auto NC Optimizer automatically optimizes noise canceling based on your wearing conditions and environment. The specially designed 30-mm driver unit delivers superior sound quality for all your entertainment.

Regards,
-Ralph

Noise control	Active Noise Cancellation
Frequency response	2.4 GHz
Sensitivity	72 dB
Headphone jack	3.5 mm Jack
Model name	WH1000XM5
Connectivity technology	Bluetooth, wireless
Wireless communication technologies	Bluetooth
Included components	Protective Case, User Manual, Cable
Age range (description)	Adult
Material	leather
Specific uses for product	General
Charging time	3 minutes
Recommended uses for product	Calling, Music, Travel
Compatible devices	Bluetooth-enabled devices and devices with a 3.5 mm audio jack
Control type	Voice Control
Cable feature	Without Cable
Item weight	8.82 Ounces
Water resistance level	Not Water Resistant
Frequency range	20 Hz - 20,000 Hz
Package type	FFP
Unit count	500 -count
Style	Headphones
Control method	Touch, Voice
Number of Items	1
Product Dimensions	22.48 x 7.7 x 26.31 cm; 250.04 g
Batteries	1 Lithium Polymer batteries required. (included)
Item model number	WH1000XM5/S
Manufacturer	Sony
Color	ivory
Form Factor	On Ear
Power Source	Battery
Operating System	headband
Average Battery Life (in hours)	30 Hours
Are Batteries Included	Yes
Lithium Battery Energy Content	3.7 Watt Hours
Lithium Battery Packaging	Batteries contained in equipment
Lithium Battery Weight	23.5 g
Number Of Lithium Ion Cells	1
Number of Lithium Metal Cells	1
Item Weight	250 g

Sony WH-1000XM5 Wireless Industry Leading Noise Canceling Headphones with Auto Noise Canceling Optimizer, Crystal Clear Hands-Free Calling, and Alexa Voice Control, Silver

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