Enthusiast II

Answered

Sonos Ace - Buzzing / Static Noise and low volume HELP

182 replies
13830 views

Hi,

I hope anyone has a similar issues or noticed the same thing on their ACE (I’m hoping it’s a software issue and not hardware).

Basically after testing my Sonos Ace today I’ve noticed that in my right ear (when on noise cancelling) there’s a static or buzzing sound almost like the mics for noise cancelling are not working properly (just a theory).

I know it has nothing to do with my hearing as if I swap ears the disturbance can be heard in my left ear. So it’s defo a problem with the headphones.

has anyone noticed this on their pair? I’m hoping it’s a software issue and maybe others have also noticed it so I don’t need to return my pair.

I tried to call Support today but after I was transferred to the technical team I was left on a queue for over 50min and I gave up.

please if anyone else has this issue and it’s not my pair being faulty then let me know!

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J

JayperryAnswer

Lyricist III

Okay updating the thread as I have some exciting news!! After receiving my replacement Ace headphone and being disappointed to find a slight static/buzzing I am happy to say that the new update released today has fixed the issue. The buzzing/static is gone and must have been related to software. Phew 😮‍💨 cuz I really do love these headphones

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K

Krobson17

Lyricist I

I have this exact issue. Static buzzing noise constantly in the right ear cup when in ANC or aware mode. When turning off all noise canceling I do not hear if. Connected to iPhone 12 Pro Max running latest iOS and an HP elite book for work calls. Such a shame to have this issue with a $450 set.

So I just updated my headset to the latest firmware, and it does seem like it’s helped a bit while the headset is in ANC mode. However it’s still there just not as bad. There is no change to the aware mode. Still really loud static.

Tezcatlipoca

Mine were picked up by UPS on Monday, and they’re due to arrive at the Sonos location in Poland on Thursday.

Not sure how long I have to wait after that before I receive the replacement set.

However, if the replacement set have the same issue, I am just going to send them back for a refund 😔

D

dxa

Lyricist III

Mine were picked up by UPS on Monday, and they’re due to arrive at the Sonos location in Poland on Thursday.

Not sure how long I have to wait after that before I receive the replacement set.

However, if the replacement set have the same issue, I am just going to send them back for a refund 😔

That’s what I’m doing unfortunately. There is no hope with Sonos at this point but to return

J

jjboyceAuthor

Enthusiast II

Mine were picked up by UPS on Monday, and they’re due to arrive at the Sonos location in Poland on Thursday.

Not sure how long I have to wait after that before I receive the replacement set.

However, if the replacement set have the same issue, I am just going to send them back for a refund 😔

Keep us posted for sure! I’ve returned mines yesterday but didn’t organise for a replacement. Curious to hear from you if the new one they sent don’t have this problem (although, at this point, I doubt it)

8

88MPH

Lyricist III

Has anyone successfully exchanged their faulty Ace and received a new unit that DOES NOT have the ear cup buzzing/clicking issue?

D

dxa

Lyricist III

Has anyone successfully exchanged their faulty Ace and received a new unit that DOES NOT have the ear cup buzzing/clicking issue?

Not that I’m aware, it hasn’t been my case either, I’m returning my replaced headphones because they seem to have the same exact issue.

M

MarvelX

Lyricist III

I just returned my Ace today. In the mean time I will wait until they solved this problem and then I wait a little longer when they will introduce the other stuff. If this is succesfull I will consider to pick one up.

A

Alex_29

Lyricist III

@Sonos Staff.

I called two days ago regarding the Sonos Ace buzzing issue, and I was told that I would get an email with Tier 2 escalation information.

Should I assume nothing will happen and just return the Sonos Ace headphones?

A.P.

8

88MPH

Lyricist III

@Sonos Staff.

I called two days ago regarding the Sonos Ace buzzing issue, and I was told that I would get an email with Tier 2 escalation information.

Should I assume nothing will happen and just return the Sonos Ace headphones?

A.P.

I called two days ago, got someone right away. They tried some things for about 15 minutes. I was then escalated to Tier 2 and that agent setup replacements in about 5 minutes. The replacement has already shipped and should be delivered tomorrow.

A

Alex_29

Lyricist III

@Sonos Staff.

I called two days ago regarding the Sonos Ace buzzing issue, and I was told that I would get an email with Tier 2 escalation information.

Should I assume nothing will happen and just return the Sonos Ace headphones?

A.P.

I called two days ago, got someone right away. They tried some things for about 15 minutes. I was then escalated to Tier 2 and that agent setup replacements in about 5 minutes. The replacement has already shipped and should be delivered tomorrow.

Thank you! That is awesome you got your right away. I’m not sure why they don’t have this process nailed down and giving people different experiences…

I’ll try again, if not, I will return them today.

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