WF-1000XM5 speak to chat constantly turns itself off

[DPT1979]

Hi - I’ve got some WF-1000XM5 earphones and am generally very happy with them, especially the sound quality. However I am experiencing one very annoying bug. I’m not sure whether it’s an issue with the earphones themselves or an issue with the app, but the ‘speak-to-chat’ feature is rendered almost entirely useless by the fact that it keeps turning itself off. I will turn it on, it will stay on for the duration that I’m using the headphones, if I’m lucky it might still be on the next time I use them, but sooner or later it always turns itself off meaning that it’s hardly ever functional when I need it to be.

Does anyone else have any experience of this or any tip how to resolve it? Thanks.

[DPT1979]

If no one has any suggestions then does anyone know if there any way to get to a human in Sony customer support? I’ve tried to find a way to contact someone but just get into an endless loop of online help articles and an AI chat bot that doesn’t seem to comprehend the concept of a bug. 

Thanks in advance!

[MaggieGreene]

Hi @DPT1979, the Speak-to-Chat mode ends when operating the connected device to play music, and when both headset units are removed while the wearing detection automatic power off function is enabled. You can change the sensitivity of the automatic audio detection and change the time until the Speak-to-Chat mode ends by following the steps here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935924.html 

If the issue remains, try these steps and test again:

1. Make sure that the headset is updated: https://www.sony.co.uk/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/softw... 

2. Reset the headset: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html 

3. Initialize the headset: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

Also, you can contact Sony directly on 0207365281, or by email at customersupport.en@eu.sony.com Or you can also contact them through their live chat support on the website: https://www.sony.co.uk/store/