What might cause this?
Similar symptoms can have different causes across models and software versions. These are possibilities, not a diagnosis.
Possible causes
- The headset may not be in pairing mode.
- The phone may be using an old pairing record.
- Another previously connected device might take the connection.
- The headset battery could be low.
What can you try?
Try these safe, user-level checks in order; do not open the device. Menu labels may differ by version.
- 01
Step 1
Charge the headset and place it within about one metre of the device.
- 02
Step 2
For a second device, hold the power button for about five seconds until you hear “Pairing”.
- 03
Step 3
Select WH-1000XM5 in Bluetooth settings; if an old record fails, forget it and pair again.
- 04
Step 4
Check whether another device is already connected and temporarily disconnect it if needed.
How can you confirm the fix?
WH-1000XM5 appears connected in Bluetooth settings and audio plays normally.
When should you contact service?
Contact Sony support if pairing never starts or several different phones cannot discover the headset.
⚠ Stop using a device if it overheats, shows liquid damage, smells burnt or has a swollen battery.
Will a repair cost money?
Settings, cables and user checks may require no repair. Hardware costs depend on the exact model, warranty and service diagnosis; no fixed price is promised.
Quick answers
Could these checks affect warranty?
Use only external checks recommended for end users by the manufacturer. Opening batteries, electronics or sealed parts can create safety and warranty risks.
What if the steps do not help?
Write down your model, software version and test results. Share those details with official support rather than repeating potentially unsafe actions.
How was this sourced?
Model scope: Sony WH-1000XM5 / WH-1000XM5SA only; pairing controls differ for other headsets.
This is an original summary of the manufacturer support document; use the official page for current, model-specific instructions.
Open official manufacturer document ↗Features and model coverage vary. Compare the source with your exact model.