Poor sound quality from product | Custom QC®25 noise cancelling headphones

Determine if the problem is specifically related to bass performance.

If there is too little bass, see Too little bass or too much treble from product.
If there is too much bass, see Too much bass or too little treble from product.

Do you hear static or distorted audio while in noisy environments?

In very loud settings—such as airplane takeoffs, concerts, emergency sirens, or construction zones—your headphones' noise-cancelling microphones can become overwhelmed, which may cause brief crackling or distortion. This can happen even in Quiet or Aware mode.

It’s similar to when someone talks too loudly into a phone—the sound gets distorted until they lower their voice. Your headphones react in the same way to intense external noise.

This is normal and doesn’t damage the product. To reduce it, try moving away from the loud source when possible. For example, on a plane, sitting farther from the engines can help.

Try a different app.

If the issue only occurs with a particular app, it is likely related to the app or app settings.

Try connecting a different audio device.

If available, connect another audio device using the same cables and connections to determine if the issue is related to the first device or its settings.

If connected, bypass any adapters or extension cables.

If your product connects to the device using an extension cable or adapter, disconnect the extension cable or adapter to determine if the issue is related to it.

Check the condition of the headphone cable.

If the plug or any part of the cable is damaged, replace the headphone cable.

Unplug and reconnect the audio cable in the connected device.

On the connected device, disconnect the cable that connects your headset. Then, reconnect it to be sure it is fully connected and secure. (Tip: While connected, if you rotate the plug in the jack and hear crackling or intermittent sound, there might be debris or an issue with a contact inside the jack.)