QuietComfort® 20 Acoustic Noise Cancelling® headphones — Apple devices

Sold from 2015 - 2021

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Microphone picks up sound quietly or poorly

If the microphone on your product picks up your voice quietly or with added noise that makes it difficult for others to understand you during phone calls with your product, try the following:

Be sure the openings on your headphones are clean and free of debris.

Check if anything is blocking any openings on your headphones, ear tips or the mesh grilles under the ear tips (i.e. ear wax, dust or other debris). For more info, see Cleaning ear tips and mesh grilles.

Move to a less windy environment

Wind noise may enter the microphone capsule and render other audio unintelligible. Moving away from this area may allow for clear audio reproduction

Place another phone call.

Try placing another call—preferably to another number—to determine if the issue occurs all the time or only with certain people, which could result from poor reception with the phone service or device you call.

Check the cellular reception of your phone.

A weak connection to the cell service could cause poor audio quality while on a call. Try the call again when the reception improves.

Remove and reseat 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.)

Check that the headphone jack is clean and free of debris.

Use a flashlight or other light source to check if any lint or debris has entered the headphone jack on the device, which can interfere with the connection.

Reboot the connected device.

Electronics might need to be reset from time-to-time—much like rebooting a computer. Power off the device, then power it back on and try again.

Your product may need service.

If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.

Click here to start service
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