Bad sound quality whenever the microphone is on - Microsoft Surface 2 headphones

Hi MarcelPérez,  We have not heard anything from you in the last 72 hours. Please do not hesitate to create a new thread if you have new concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

Hi MarcelPérez,  We have noticed that you have not responded to our last message. We would like to know whether the issue you have raised with us is still ongoing? If yes, please let us know so that we can continue our conversation.

Thank you for the details. May I confirm what app are you running when using the Surface Headphones 2?

For the Bluetooth connection, the Surface Headphones is capable of pairing to multiple devices (8 to be specific) but can only stay connected to twodevices at one time. You may find these details on this page: Fix problems with setting up your Surface Headphonesunder Check to see how many devices are connected.

You can try to use the digital assistant to switch to hands-free. To activate your digital assistant, tap and hold the touch area on either ear until you hear a beep.

Please also proceed with Updating the Surface Headphones.

Hello John, thank you for your respond,

I am using the windows 11.

All of those things you suggested I already tried, none of them works. Also, apparently the app suggests that "the best listening experience can be achieved by uninstalling the app, as the windows doesn't support it anymore".

The biggest problems I encounter is while I am trying to have an online call. I either do not hear the other side, but they hear the microphone or vice versa.

Also, in Windows 11 I do not know where can I find the switch between handsfree mode and normal mode. But as I said in my previous message, it seems like the sound has a bad quality when it is in the handsfree mode.

I do not understand how is it possible, that with my apple devices the microsoft headphones work better than with my expensive laptop running windows.

Another thing is that the headphones are able to be paired to two devices at once (not that I would be able to listen to sound from both of them at the same time). This causes a lot of trouble as well. When there is my iPad and my iPhone closeby, the headphones first pair to the apple devices, leaving no space for the windows computer. so I have to either turn off the bluetooth on my apple device or manually connect it again to windows.

I am sorry but doesn't it seem a bit ridiculous?

How about connecting via jack, could that "solve" the issue? Though I prefer the wireless way, as it is the reason why I bought these headdphones in the first place.

Thank you and take care,

Marcel Pérez

Hi MarcelPérez,

Thank you for posting in Microsoft Community.

I understand that you'd like to use the Surface Headphones 2 with a great sound quality on the microphone.

Just to confirm few questions:

• May I know what device do you use your Surface Headphones with? Is it a Windows 10 device also?
• Have you installed the Surface Audio app already and set it up with your Surface Headphones 2? (Set up Surface Headphones)

Please perform the methods below:

• Check if the correct audio profile is selected. Click the Audio icon on your Taskbar (if Windows 10) > Select Headphones (Surface Headphones Stereo) if listening to music > Select Headset (Surface Headphones Hands-Free) if making phone calls
• Check the Equalizer if it is changed to a setting that may caused the issue. Open the Surface Audio app then choose Equalizer > Under the Equalizer, try to change the preset to Flat.
• Try turning off the headphones then back on.
• Pair with another device. Please try to pair the Surface Headphones with another host device and see if the issue still occurs.

Let me know how this goes.