Please help! Ongoing problems with Starkey Halo hearing aids after upgrade to iPhone 7

Question

Level 1

11 points

Please help! Ongoing problems with Starkey Halo hearing aids after upgrade to iPhone 7

I have had Starkey Halo hearing aids for the iPhone for almost 3 years. Have loved them. I upgraded my phone to the iPhone 7 and have had nothing but problems since. I have clicking and popping in both hearing aids while streaming or on phone calls. It is not always the same ear and does not happen every time I stream. My audiologist is aware and has been in constant contact with Starkey. We have tried EVERYTHING they have suggested. We updated the firmware. We have paired them and un paired them. We have reset the phone. Starkey sent a brand new pair to us to try and these hearing aids di it as well. The final thing they did was send me a Brand new pair of the latest Halo hearing aids. I still have had the clicking and popping. Not as many times but it is extremely horrible to be on the phone and have this happen when I can't hear very well at all. Please please help. Again, this did not ever happen with my iPhone 5 or my iPhone 6. I also just upgraded the IOS on my phone yesterday. PLEASE HELP

iPhone 7, iOS 10.3.1

Posted on Apr 8, 2017 8:23 PM

Reply

Answer 1

BBez

Level 1

14 points

Apr 23, 2017 10:39 AM in response to lesliegiaco

I also have this problem. Apple claims no one else has contacted Apple Support with this issue. Starkey support knows this issue exists and says it is an iOS issue. Like you I have tried multiple versions of iPhones/iPads all have the issues with the popping and random disconnecting (my vehicle won't stay connected via Bluetooth either). I'm on my 3rd pair of Starkey Halo i110 made for iPhone hearing aids also. Starkey sent new ones each time but noted the old one had no issues. I'm very frustrated with this issue. Not only the cost of my iOS devices but I also paid $6,000 for hearing devices that wont connect as advertised.

Reply

Answer 2

lesliegiaco Author

Level 1

11 points

Apr 23, 2017 10:44 AM in response to BBez

Do you currently have the iPhone 7? It seems like Starkey should be working with Apple to fix the issue. I will contact Apple support to have an official complaint filed. What level of Apple support did you talk to? this is extremely frustrating to deal with. I hope they I don't have to deal with this for too long. Thanks for responding

Reply

Answer 3

BBez

Level 1

14 points

Apr 23, 2017 11:28 AM in response to lesliegiaco

I now have an iPhone 7 plus. I had a 6S plus with the same problem and upgraded to the 7 plus and still had the same issue. The Starkey Halo i110 hearing aids have been replaced and that didn't help either. I have multiple trouble tickets with Apple support about this. I was assigned to an Apple Senior Advisor back in December and the problem hasn't gotten resolved. I also reached out to a Customer Relations Audiology Associate at Starkey. She claimed Starkey and Apple know of the problem and do not have a fix.

Reply

Answer 4

BBez

Level 1

14 points

May 11, 2017 7:27 PM in response to lesliegiaco

lesliegiaco

I got another new pair of Starkey Halo i110's and they now work fine like they used to. I had contacted Starkey's Consumer Relations Team a couple months ago and recently reached back out to them on this ongoing problem. They replaced my hearing aids and responded with an email containing this explanation:

"I am not sure how much detail went into the phone call between you, your provider, and customer support so I apologize if this next bit is redundant! One of the issues we have identified with the help of Apple’s Engineers is that the iPhone, when it pairs to the hearing aids, incorrectly classifies them. This happens based on the serial number of the device. When this happens, it doesn’t matter what we do to try to re-pair the hearing aids with the iPhone. Anytime we try to pair them with the iPhone, the iPhone knows the serial number and still has them incorrectly classified and will not work well with the devices. The solution to this possible issue, per Apple, is for us to re-serialize the hearing aids. I believe this is what customer support had done with your hearing aids while they were here."

Im less than 24 hours into my new hearing aids but they act, sound, and respond to my iOS devices better than I remember 18 months ago. I hope this might help you and others get the pairing issues finally resolved.

Reply