Thank you for posting and welcome to the community. I'm sorry to hear you are having trouble with the noise cancellation on your headphones.
To help us fix this with you could you please confirm which noise cancelling headphones you have? Also have you noticed any pattern to when the noise cancellation turns itself on or off?
All the best.
Thank you for letting us know Dube.
That model hasn't returned anything on my end - is there any possibility you could find the 17-digit serial number? This should be found in the Bose Connect App under 'Product Info' and also should be contained on the label attached to the packaging box. Let me know if you are able to find this.
Thank you for providing that information Dube.
Have you been able to try resetting your headphones? This may put the headphones back into a normal state where you do not experience this issue. To do this -
After this, try clearing the Bluetooth pairing list of the headphones - and then reconnect to your device. To do this, slide the power switch towards the Bluetooth icon until you hear the prompt "Bluetooth device list cleared". Give these steps a try and let me know if you issue is resolved or not.
Sorry to hear these troubleshooting methods have not helped.
Can you please clarify how you know your noise cancellation has cut out? Do you hear the voice prompts asserting a change in your noise cancellation level? Or does outside noise become more apparent?
Look forward to hearing from you,
Tegan M - Community Support