Elite controller second generation brand new not connecting to wired headphones

Tim Cutter · Oct 30, 2022

I sent my Elite controller back to Xbox for replacement and they sent me a brand new one which I received and connected to my Xbox but the audio does not work. my wired headphone plug does not connect to the Elite jack no sound coming through. The wired headphones work fine with my original series X controller and worked fine with my older elite controller but not with the new one. I have followed every single step that was given to me in the help forum and still no results. I've also been trying to contact Microsoft through Microsoft help and I go through the process but never get a return call. So if anyone there can please help me how to get a hold of Microsoft so I can have this issue fixed I'd really appreciate that.

Thank you.

:)

Geri M.

Hello Tim Cutter,

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for your understanding.

Kind regards,

Xbox Forum Moderator

Microsoft Community

Geri M.

Thank you for your response.

What we can suggest here is to wait for an email informing you that the controller was already received.

As here in Forums, we have no option to check or look up account information or to follow up shipment.

We hope for your understanding.

Best regards,

Xbox Forum Moderator

Microsoft Community

Geri M.

Hello Tim Cutter,

It is nice to talked to you here again and we are glad to hear that you are all set now to the shipment of your controller for checkup/replacement. Allow me to extend my sincerest apology for the inconvenience that you have experienced. We hope that this time it will be excellent, and you can be back to gaming.

Lastly, we just want to let you know that despite on what happened here, we will still help and guide you if you need it, no matter what.

Keep yourself safe together with your family.

Kind regards,

Xbox Forum Moderator

Microsoft Community

Geri M.

Hi Tim Cutter,

We appreciate you for bringing this up to Xbox Community Forum.

We understand that you are having an issue connecting Elite Controller 2nd Generation to your wired headphones. As per description, it's a brand-new Elite controller and the wired headphones are working well with your previous Xbox Series X. Let us check on this together and sort this out. We will assist you with your concern and help you back to gaming.

Allow us to ask more details about it for us to sort out and provide you accurate resolution. Kindly check the questions below.

Is your device updated with the latest version as you state on the post that it is a brand-new one?
Have check the compatibility requirement of the device? There might be some instruction or connection that has been missed.

We would also love to suggest, visiting the links below for some trouble shooting steps and some information about your concerns.

We hope it worked out well for you. If not, please reply back to this forum to let us know. We will be glad to follow up and help you.

Have a great day ahead.

Sincerely,

Xbox Forum Moderator

Microsoft Community

Tim Cutter

Thank you Geri, now I have sent my controller and Microsoft received it yesterday at 12:00 in the afternoon but there has been no acknowledgment of receipt yet, Is there any way you can forward this to Microsoft please?

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Elite controller second generation brand new not connecting to wired headphones