Surface Headphone 2 Mic + Sound Issues

Hi Marrion

What can I do if only the Hands-Free AG is showing up as selectable device?

For both input/output source.

I did try the steps above several times. The bad audio is only noticable on the Surface Pro 7.

Connected to my mobile phone or desktop PC - no issues at all.

So far with my usage of the the Surface headphones 2, I've noticed on Win10 machines there is a noticeable difference in quality between Surface Headphones Stereo, and Surface Headphones Hands-Free AG Audio. You can tell which one you're currently outputting sound through by clicking the megaphone icon on the taskbar.  If you're using the Hands-Free AG Audio, it will often be more full of static and sound overall less appealing. 

I haven't noticed any change in the audio when my mic is active.

Hi skeletonCrew82,

Thank you for reaching out to Microsoft Community. We appreciate the time and effort spent to troubleshoot the issue.

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 try these steps to troubleshoot your Surface Headphones 2 further:

1: 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

2: 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

3: Try turning off the headphones then back on

4: Pair with another device

                           Please try to pair the Surface Headphones with another host device and see if the issue still occurs

If still the issue persist after the steps above, please contact our support team through the Global Customer Service phone numbers to have the headphones replaced.

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.