Mute Switch on Surface Headphones 2 Not Working

Question

I just recently upgraded to the Surface Headphones 2 after losing my old pair of Surface Headphones. They've been working great, except for one feature I grew to really rely on and appreciate - the mute switch. Pressing this switch does nothing, and the LED indicator doesn't change to orange like it used to on my last pair of Surface Headphones either. There's no auditory feedback that anything is happening either.

I've tried

• firmware updates (there were none, it said it was up to date)
• factory resetting the headphones
• connecting to just my laptop
• connecting to just my phone
• different apps

And none of this resolved this issue. I'm worried this is hardware level defect and not a software one. Is there any way to resolve this, and if not, an easy way to have them replaced? Otherwise I'm going to be returning these and trying my hand at a brand new pair.

UPDATE: 18/11/20 - I ordered a second pair and I still have the same issue. I'm completely at a loss for how to resolve this issue.

UPDATE: 18/11/20 - I think this did end up being the case of user error, calls through Facebook Messenger weren't responding to the mute switch and were throwing me off. Going to return my second pair of headphones and just going to stick with my original ones. Thanks for the help!

Answer 1

Hello SingYuLam,

Thanks for posting your concern here. We really apologize for the inconvenience this has caused you. Since you already have done all the necessary troubleshooting, but still the persists, then we know this is more likely a hardware problem.

For hardware issue, kindly contact Microsoft Surface Support to seek further options for your headphones. If you're located outside United States, see Global Support. 

Regards,

StevenK