cochlear implant nucleus 7 bluetooth stopped working

Question

Level 1

4 points

cochlear implant nucleus 7 bluetooth stopped working

i have two nucleus 7s and bluetooth connection worked smoothly for months. then the left one completely stopped connecting to bluetooth on my iphone 13. it doesnt even come up. just the right one. ive tried forgetting the device and starting over but that doesnt work. neither does resetting the network settings to factory. when i try to reset and connect again i take off both hearing aids and restart them and put them on again, as instructed, and the right one pops up in a second. the left one remains a mystery. wifi and bluetooth connection is stable. tried restarting my phone. tried updating it. tried turning off and on both bluetooth and wifi. NOTHING WORKS. what should i do? cochlears website was no help either.

iPhone 13, iOS 17

Posted on Jan 4, 2024 8:19 AM

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Answer 1

brbo

Level 8

38,635 points

Jan 4, 2024 9:58 PM in response to willewilhelm

Hi willewilhelm,

welcome to the Apple (user-to-user) Community!

Re: cochlear implant nucleus 7 bluetooth stopped working : cochlears website was no help either.

Wondering if the hearing aids may need a firmware update (or maybe an update for an app for your iPhone?).

You may need to check with your hearing specialist if the manufacturer's website / support team can not help.

We do not know how long you have had your current hearing aids: Technology is always advancing ...

Eg: Just discovered : Seems there is info. on upgrading to a newer Sound Processor on this webpage:

https://www.cochlear.com/us/en/home/ongoing-care-and-support/upgrading-your-device

All the best :-)

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Answer 2

brbo

Level 8

38,635 points

Jan 5, 2024 2:16 PM in response to willewilhelm

Thank you kindly for your thoughtful reply, and added info. Please keep in mind I'm no expert in this area, and have no hearing expertise.

You might want to first investigate whether Cochlear support could just help you check if an update is available for the app you use, for right now.

Seems you could start checking on this page, (ie: ongoing care and support) by choosing your country at the top, and then your current device: https://www.cochlear.com/us/en/home/ongoing-care-and-support/device-help-and-support/device-basics

Also seems there is a Cochlear service plan available for the Nucleus 7, if needed:

https://www.cochlear.com/us/en/home/ongoing-care-and-support/device-help-and-support/device-basics/cochlear-nucleus-portfolio/nucleus-7-bimodal-solution/service-plans/nucleus-7-service-plan-us

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Answer 3

willewilhelm Author

Level 1

4 points

Jan 5, 2024 3:57 AM in response to brbo

hi, thank you for your reply!

ive had them since late 2022. they were the newest back then, not sure if they are outdated now.

when i got my nucleus 7s, and they could directly stream audio to them from my iphone without a third party, i was overjoyed. unlike to the hearing aids i had before for my whole life, which required a lot of hassle to seamlessly stream audio. we set the new n7s up and connected my iphone to both of them at my hearing specialist and it worked ever since, until about late 2023, so more like a year than months like i said earlier. must have miscalculated how long ive had them.

im not sure how to do a firmware update on them since they have to be connected to the app, which requires them to be connected to my iphone, for that to work.

i posted this as a last resort, to see if i could do anything myself without having to book an appointment and go through all that hassle. i will probably contact support (again) to see if they can help…

thanks!

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cochlear implant nucleus 7 bluetooth stopped working

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