What might be causing poor connection when I am using my iPhone XS with my Widex Evoke Fusion 2 440 hearing aids. A lot of static or drops the call completely or drops sound from one ear. Not always the same ear.

Doctor of Audiology in Kailua

16 August 2019 - 359 Views

Given that the problem can happen to either hearing aid, it seems most likely that the problem is with the iPhone, as it is unlikely that both hearing aids would have a defect causing intermittent connectivity issues. The bluetooth radio in the iPhone could be defective, or it could be a software issue. I would try deleting all other Bluetooth devices that were ever paired to the iPhone in addition to the suggestions others have made. If nothing works, Widex will not hesitate to replace the HAs under warranty so keep that in mind before you go through the hassle of trying to make a claim with Apple. You just need to ask your audiologist to send them in for repair. With "intermittent" issues, the hearing aid companies almost always just send out a new pair of hearing aids because it's too expensive to pay a tech to actually diagnose the problem.
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Sheri Gostomelsky, AuD

Doctor of Audiology

15 August 2019 - 370 Views

Un-pair the hearing aids from your phone and then turn off the phone for at least 10 seconds.  Turn the phone back on and then re-pair your hearing aids.  Also make sure that your  iOS and Widex firmware is up to date.  Hope this helps!
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Roberta Singer

Roberta Singer, Audiologist

16 August 2019 - 335 Views

One additional possibility, after noting the other responses, is that moisture in the hearing aids this time of year could be the answer.  Using a dry aid kit, such as the Perfect Lux, will keep your hearing aids moisture free and working well.  Note that Widex is a most responsive company and calling their Consumer Hotline may be the easiest way to have them work through all the possibilities.  Call their Hotline at 844-497-8844.  Hope this helps!
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Jeffrey Py, AuD

Hearing Healthcare Provider

16 August 2019 - 345 Views

Reboot your phone nightly.  When you charge the phone, power it off before you put the charging cable in.  It is partially a problem with the bluetooth driver in the Iphone.  You will have far less drops of signal this way.
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Chris Wahl, AuD

Audiologist

15 August 2019 - 364 Views

The problem may be with your hearing aids or with the iPhone. More than likely it is the hearing aids. I have a pair of Widex Evoke 440 Hearing aids and I noticed that my iPhone 8 streams fine to them when I walk if the phone is in my hand; however, if I put the phone in my pocket the audio stream cuts in and out when my leg moves. Fortunately, the Starkey Livio AI 2400 model hearing aids that I use now do not have this issue of the audio stream cutting out when I walk with the iPhone in my pocket. This is something to check before you decide which hearing aids to purchase, especially if  quality streaming is important to you.
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Doctor of Audiology in Elk Grove

15 August 2019 - 373 Views

Unfortunately troubleshooting the problem is just that, it could be the hearing aids, it could be the phone. I would start by clearing out your phone, all open apps, deleting the hearing aids from the phone and then restarting the phone and pairing the hearing aid to the phone again.  If it happens more, I would double check the phone is within a few feet of your hearing aids. If all of this doesn't help then I would send in the hearing aids for repair and if it continues then I would replace the phone. 

Good Luck

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Kathleen Page, MA

Audiologist

15 August 2019 - 368 Views

I suggest you try unpairing both hearing aids from your iPhone ("forget the device"), then turn off and restart your phone.  Then pair your hearing aids again to the iPhone.  If this does not correct the problem, ask your audiologist if they can change the Bluetooth bandwidth in the programming software to a "fixed" bandwidth.  (This may or may not be an option in the Widex software.  I know this is a solution in the Phonak software, but I am not as familiar with the Widex software.)  If your audiologist cannot help you, try calling Widex and speak to someone in customer care who can help with Bluetooth connectivity questions.
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