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.

Sheri Gostomelsky, AuD

Doctor of Audiology

15 August 2019 - 160 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 - 125 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 - 135 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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Doctor of Audiology in Kailua

16 August 2019 - 149 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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Chris Wahl, AuD

Audiologist

15 August 2019 - 154 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 - 163 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 - 158 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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Discussion

NICHOLE K
NICHOLE K 15 August 2019

As stated above, there are several steps to take to troubleshoot hearing aid, vs. phone, vs. pairing.

Regarding pairing, there are many steps (above are a few) that can ensure a clean pairing with the phone.  You may want to start with the provider you saw and request they delete pairing through their software so you can start over.  

Also, you can call Widex patient care for BLUETOOTH problems at 844-497-8844.

Dr. Elly Pourasef
Dr. Elly Pourasef 16 August 2019

The easiest route is to first get unpair and re-pair your aids. Also, if you have a low battery on either your aids or your phone you may have a spotty connection- that is a fact. Here is how you pair and unpair to your iPhone:

**Before beginning any of this please turn your phone off for one minute and then turn back on** 

Make sure your “Bluetooth” is turned ON (in your settings screen)  

TO DELETE AND RE-PAIR (This is good to do if you're having connectivity issues; if your name doesn't come up in the "devices" portion when doing this then just skip to "pair for the first time" instructions below these instructions):  

Please delete both of the aids off your phone and re-add them by doing the following: 

To remove it you go into the following with your hearing aids turned ON (battery doors are closed, aids are on, and set on the table next to your iPhone): SETTINGS--> GENERAL--> ACCESSIBILITY--> MFi HEARING AIDS (or hearing aids/devices)--> DEVICES (it should say “(your name's) hearing aids") --> FORGET THIS DEVICE  

Turn your hearing aids OFF (open battery doors). 

Get back into the devices screen where you name was and then turn your hearing aids back ON (close your battery doors). It should show your name again. The word "pair" should come up twice. Hit "pair" BOTH times. 

IF YOU HAVE DONE THE ABOVE, HAVE FRESH BATTERIES IN AIDS AND A FULL CHARGE, AND YOUR AIDS AREN'T TOO FAR FROM YOUR PHONE, THEN NEXT YOU NEED TO HAVE YOUR PROVIDER SEND YOUR AIDS TO WIDEX FOR "INTERMITTENT ISSUES". AFTER THAT IF IT STILL HAPPENS YOU KNOW IT'S YOUR IPHONE.  -Dr. Elly Pourasef
Marni N
Marni N 16 August 2019

As proud user of Widex Evoke 440 hearing aids myself (along with being an audiologist), sometimes connectivity can get a little "wonky". I have been using hearing aids my entire life and for the past 5 years have had the ability to try different brands and models with Bluetooth connectivity (Made for iPhone or MFi) to my iPhone. I have also gotten a new iPhone every year since it's has been out on the market. That said, usually the easiest and quickest fix is to turn off your Bluetooth and then turn it back on it again. This trick helps refresh the Bluetooth settings behind the scenes and the hearing aids will reconnect to the hearing aids. 

Another thing that can cause issues, is wireless interference. We all now live in a very wireless world and anything can go wrong and its not just the hearing aids or the phone, but simply wireless interference. I also advise quitting any apps that you may have running in the background, since they could have audio files running in the background which will try to pull the audio signal away from the hearing devices and interfere. Get in the habit of doing this daily!! 

Last but not least, delete the hearing aid pairing from your phone, re-boot your phone and re-pair the hearing devices to your iPhone in the Settings Menu. Otherwise, I recommend you contact your audiologist for additional troubleshooting. It could be the antennas within the hearing aids that may need factory repair.

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