Surface Headphones 2+ beeping noise

Hi MitkoVIP,

I'm sorry but for this case, I would suggest having the headphones replaced trough the retailer where it was purchased. Yes, it will be replaced with a Microsoft Certified refurbished unit if we'll have it replaced through the Surface Technical Team in which would be unfair for your part since the headphones is still new. Please try having first the replacement through the retailer which is Ihr Partner in der IT Distribution | Cloudmarkt.

Kind regards,

Marrion

Thank you for provided steps and answers. I purchased this from https://www.cloudmarkt.de and order it to Slovenia. Does your provided steps covers also this type of purchase? If yes, then they will replace my device with new one, because i know when MS replace device it is replaced with refurbished one and that is somehow unfair (because this is a brand new device)?

Best regards,

Mitja

Hi MitkoVIP,

Thank you for the response and updates. I'm sorry to hear that the issue persist. You should not be having this kind of issue considering that the headphones are new and this is likely a hardware issue on the headphones already considering that it occurs when connecting either your iPhone XS or Surface Pro 7+. I suggest having the headphones replaced. If it was ordered through the Microsoft Store, please contact our live Microsoft Store support team and have a return, refund then repurchase. See: Contact Microsoft Store Support.

You can also contact our Surface Technical Team and they could then transfer you over to the Microsoft Store support. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1: Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account

2: To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

       You may select **Provide your phone number and a support agent will call you** option and you will be ask to select and confirm your phone number then click **Confirm**. You will then receive a phone call from support in a while. 

      Selecting **Chat with support agent in your web browser** will ask you to confirm the email address associated with your Microsoft Account then click **Confirm**. 

Kind regards,

Marrion

Hi MitkoVIP,

Thank you for reaching Microsoft Community. I'm sorry to hear about the audio issue that you encounter on your new Surface Headphones 2+ when connected through Bluetooth. Definitely, this is not the experience we want you to have.

Just to confirm: the white noise only comes from the right earcup, correct?

May I know what is the host device that you are using with the headphones? Is it also a Surface?

Have you tried connecting the headphones to another host device and test if still the white noise from the right earcup occurs? If not yet, please do so just to isolate the issue.

Considering that the headphones is new, please try first updating the headphones. See: Update Surface Headphones (microsoft.com) for reference. If still the issue persist, try resetting the headphones firmware by following these steps below (Reset Surface Headphones (microsoft.com)):

1. Plug the USB cable into your Windows 10/11 PC or into a USB power adapter (not included) for a wall outlet.
2. Press and hold the power button on your headphones.
3. While still holding down the power button, connect the USB-C end to your headphones.
4. Release the power button.

Kind regards,

Marrion

Hi,

I can confirm that it is updated to latest version and there are no updates offered.

Tried reseting device and reset firmware as suggested. But the problem persist. I can hear low frequency noise in right cup when i power on headphones. The noise is continious for about 30s. After established connection with BT device there is this low frequency noise beep every cca 2 seconds. It is also audiable with very low volume settings. I am testing this on iPhone XS (tried repairing and rebooting iPhone) and MS Surface 7+ (my work pc). If i use USB link this noise disapear.

This noise is realy audiable and very distrubing. What should i do next?

Regards,

Mitja

Hi MitkoVIP,

Thank you for reaching Microsoft Community. I'm sorry to hear about the audio issue that you encounter on your new Surface Headphones 2+ when connected through Bluetooth. Definitely, this is not the experience we want you to have.

Just to confirm: the white noise only comes from the right earcup, correct?

May I know what is the host device that you are using with the headphones? Is it also a Surface?

Have you tried connecting the headphones to another host device and test if still the white noise from the right earcup occurs? If not yet, please do so just to isolate the issue.

Considering that the headphones is new, please try first updating the headphones. See: Update Surface Headphones (microsoft.com) for reference. If still the issue persist, try resetting the headphones firmware by following these steps below (Reset Surface Headphones (microsoft.com)):

1. Plug the USB cable into your Windows 10/11 PC or into a USB power adapter (not included) for a wall outlet.
2. Press and hold the power button on your headphones.
3. While still holding down the power button, connect the USB-C end to your headphones.
4. Release the power button.

Kind regards,

Marrion