FREQUENTLY ASKED QUESTIONS (FAQs)
Trial Questions
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Typically, a trial costs $910, including shipping. Of that cost, only $110 is non-refundable, as it covers the cost of shipping and handling to your residence, as well as the cost of a video otoscope, provided you do not have one already. We include a PartnerMic and a TV connector as accessories to this trial. The remaining $800 of this fee is refundable, provided all materials are returned.
We do offer lower cost trials of older or more basic technologies for $560, including accessories, shipping and handling, for patients that need them on a case-by-case basis.
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The six-week trial period for the hearing aids begins after the customization appointment. For patients who need a longer period of adjustment to determine the benefit from the hearing aids, Dr. Rae may offer up to two weeks of additional time to ensure the patient and their family can adapt to the new equipment in a low-pressure environment.
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Yes, the typical refund is the cost of the trial, minus the $110 for shipping and the video otoscope, which is kept by the patient. If all materials are returned, there is no other deduction. Refunds are typically given within 1-5 days after trial equipment has been returned. (Your refund may be different if we’ve arranged a lower cost trial.)
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We require the use of a Windows 10 or 11 computer with a USB A port.*
Macintosh computers are not compatible with the trial process.**
High-speed internet needs so be sufficient for video calls and screen sharing.***
*The software and equipment providers that we work with have identified potential compatibility issues for Microsoft Surface tablet products. We do not recommend using these products.
**Attempting to use a dual-booted Mac computer running Windows will void the warranty of the hearing aids, and the patient will be responsible for the full cost of the products.
***For slower computers, we arrange to have video calls and programming to be run on separate devices to conserve processing power.
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● Increased ability to hear and understand speech in background noise.
● Faster response time and processing speed for verbal information.
● Improved working and long-term memory.
● Better fluency and articulation.
● Reduced cognitive fatigue.
● Improved ability to understand and respond to verbal information.
● Improved self-confidence and mood.
● Improved social skills.
● Improved language and literacy acquisition.
● Increased flexibility with change and willingness to risk failure.
● Improved balance and physical coordination.
● Increased tolerance of triggers or uncomfortably loud sounds.
Accessories
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Listening to speech at a distance and in media requires far less listening effort when that information is streamed directly to your hearing aids. Our trial hearing aids have Bluetooth built-in to connect to phones, tablets, computers, and other devices. For television viewing, the TV Connector allows you to stream sound to the hearing aids via Bluetooth, while still allowing others to watch at their own preferred volume. Pairing a remote microphone (like the PartnerMic) or an FM microphone (like the Roger On iN) allows you to stream someone’s voice from a microphone, across a distance, and then directly into your hearing aids.
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The PartnerMic is a basic directional remote microphone* that streams sound via Bluetooth from the microphone directly to the hearing aids. Teachers, coaches, or anyone else you want to hear can wear the PartnerMic either clipped to their shirt or on a lanyard. The range for the PartnerMic is up to 20-30 feet indoors and 30-40 feet outdoors. The battery life is typically ~4 hours.
*The PartnerMic picks up all sound in a pizza slice shaped area directly above the microphone. If the person wearing the microphone turns their head beyond this triangular area, the sound of their voice will not be picked up.
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The Roger On iN is an FM microphone which uses more advanced technology than the PartnerMic in order to provide more versatility, better sound quality, speech isolation, and battery life. The Roger On iN line of microphones has built in sound filtering, enabling it to isolate speech sounds before then transmitting them to the hearing aids, which can be also be specifically programmed to provide additional sound filtering. The Roger On iN has three different modes:
Table Mode: This mode allows the user to hear the people around a small table. In this mode, you put the microphone in the middle of the table, and it will automatically adapt to listen to the people seated in close proximity. Paired with the phone app, you can also specifically choose which people you directly want to focus upon.
Pointing Mode: In this mode, you hold the microphone in your hand, and point it in the direction of the person you want to hear. This method is effective up to 10-12 feet away.
Presenter Mode: In this mode, someone else wears the microphone clipped to their shirt or on a lanyard. The microphone will be able to adapt to head turns and body movements while speaking.
By default, when you power up the Roger On iN, the mode is set to Automatic. It will change settings based on how the microphone is positioned. In order to lock the microphone into a specific mode, press the circle button on the microphone until you see the lock symbol appear on the screen as well as the symbol from the mode that you would like to stay in.
The Roger On iN can also be used to connect to a TV, computer, or any other device with an audio out option. In addition, you can use multiple Roger microphones combined in a network. The battery life of the Roger On iN is typically ~8 hours.
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The PartnerMic is a good microphone for a lot of people. It works well as a wearable microphone that sends the voice of the person wearing it directly to the hearing aids. It's made to be worn about 8 inches below your mouth, clipped to your shirt or on a lanyard. The microphone picks up any sound that is in a pizza slice shape above it. It works well for elementary school children who are not moving between multiple classes, or for adults who only need assistance hearing one other person (who they are comfortable asking to wear the microphone).
The Roger On iN is a more advanced microphone--it has built in sound filtering, so it isolates the sounds of speech much better than the PartnerMic can. It can also be worn by a single speaker, just like the PartnerMic, and connects directly to the hearing aids. The advantage to the Roger On, in addition to the extra layer of sound filtering, is that it can be used in multiple modes (pointing mode, conference mode and lanyard mode) , many of which are more discreet than asking someone to wear a microphone. You can set it on the table and it will bring in the sounds of the people talking; you can point it at someone up to 10-15 feet away from you and hear their voice clearly through your hearing aids. Because of the pointing and table-top options, many middle and high school students are more open to this option--they don't have to give it to the teacher at the start of each class, it works better for class discussions, and they can maintain more control of the microphone throughout the day. It also works better for many adults in the workplace for the same reasons. On the conference mode it can tell the spatial information (where the sound is coming from). Automatically adapts to the listening situation and switches its modes depending if it is being used on a table, clipped on clothing, or held in your hand. Is protected against splashes of water and suitable for outdoor use. Battery life will last approx 8 hours. You can use the app on the phone and you can select which direction that the sound can be brought in (conference call )
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The Roger Touchscreen microphone is mainly used in the educational system. It is an older, heavier, and larger model microphone with nearly the same functionality as the Roger On. The only feature of the Roger On iN that the Roger Touchscreen is not able to replicate is the ability to choose which people’s voices you want to focus on in Table Mode. The Roger Touchscreen Mic is designed to be more rugged and durable than the smaller Roger On iN, so it can withstand rough classroom use.
The Roger Touchscreen FM microphone typically has ~10 hours of battery life, as well as some more advanced networking options (with other Roger products). The Roger Touchscreen uses a specialized (Type 2) receiver from Phonak. Unlike the Roger On iN, which includes receivers in the purchase, the receivers needed for the Roger Touchscreen FM microphone need to be purchased separately. As a result, the complete package for a Roger Touchscreen FM microphone tends to be considerably more expensive than the Roger On iN FM microphone, despite similar functionality.
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To determine the ideal microphone, think about how you will use it. Many older students and adults prefer the Roger On iN FM microphone because they are able to point the microphone towards sounds they wish to hear, or place the microphone on a table, rather than needing to ask others to wear a microphone. In addition, the different listening modes allow them more flexibility and control than a PartnerMic.
People with more significant auditory processing issues may also benefit from the additional sound filtering in the Roger On.
If you primarily want to use a microphone with one speaking partner at a time, are concerned about the device getting lost, or are planning to use a microphone only occasionally, the PartnerMic may be a better fit for you. We are happy to discuss your specific needs, in order to help you determine the best option for your specific situation.
About the Audiologist: Dr. Rae Stout
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Dr. Rae has treated thousands of patients with auditory processing disorders and sound sensitivities–like misophonia or hyperacusis. She pioneered the using low-gain programmed hearing aids to help support these patients in their daily lives.
There is currently no training or prescribed program settings for this category of patients. Dr. Rae developed her programming approach by combining her experience in the field of audiology alongside working closely with patients, in order to listen to their experiences, and make small adjustments to overcome their listening challenges.
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Dr. Rae’s virtual practice is particularly helpful for neurodivergent children and adults, and she takes measures to make sure that they have a low-pressure hearing aid trial. She wants to make sure that each patient has a chance to see if hearing aids will work well for them–sometimes this means providing additional adjustment time, spending longer building rapport, or developing an evaluation schedule that includes shorter test sessions with longer breaks. The virtual element of her practice makes it possible for her to meet with neurodivergent people wherever they are most comfortable.
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Dr. Rae is happy to work with patients who use AAC to communicate.
She also has experience treating patients who have difficulty with expressive communication. In these situations, she partners with an adult who is close to the patient and can provide observations and insight into how the hearing aids are working for them day to day.
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Dr. Rae has programmed hearing aids for over 2,000 people (children and adults, autistic and allistic) who have APD, sound sensitivities, or both. Over the course of her work, she developed (and continues developing) a set of baseline programs that serve as a starting place. She customizes the individual patient’s programs based on their feedback; logs of how the patient has adjusted the hearing aids since their last appointment; observations from parents, families, and other professionals (e.g. speech therapists) who work with the patient; and measurements taken through the hearing aids themselves.
She has also been known to make live adjustments in situations that are especially challenging for patients to hear in (like basketball games or restaurants).
Troubleshooting
Below you’ll find a lot of information around troubleshooting. This can be a great place to start if you need support right away.
Things can get a bit confusing, especially when you are starting out. If you find yourself overwhelmed, remember that you are always welcome to schedule an appointment or reach out via email or text! We’re here to help.
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If your hearing aids are new, you may need us to load your programming onto the new hearing aids.
Check to make sure you are in the right setting:
If you’ve paired the hearing aids with the MyPhonak app (Android, Apple), then you can open this app. Once the hearing aids are connected, the current program will be showing at the top of the screen.
The image on the left shows hearing aids in the automatic programs. If you are in a different program (such as “Custom Program”), try switching back to automatic. The Custom Program is often set to play pink noise and reduce the environmental sounds coming in through the hearing aids to almost nothing.
If you do not have the MyPhonak app, or your hearing aids won’t connect to the app, you can turn the hearing aids off and on again.
• Turning aids off and on with the charger:
Stick them in the charger. (The charger must be plugged in.) Wait until the hearing aids have started flashing, then take them out of the charger. They will turn on automatically.
• Turning aids off and on manually:
Hold down the button on each hearing aid for 5 seconds. The hearing aid indicator light will flash red, then stop. The hearing aids are now off. Now, push the button on each hearing aid for 5 seconds. The hearing aid indicator light will flash green, then stop. The hearing aids are now on.
Check the hearing aid microphones for debris:
There are two microphones on the hearing aid–one above and one below the volume button. Depending on the hearing aid model that you have, you will see 3-4 holes that you should check for debris.
(Waterproof models have two entry holes near each microphone, while the IP-68 models two holes for the higher microphone, and one hole for the lower microphone.)
Check to make sure it is on:
If you’re not sure whether the hearing aid is on, put it on the (plugged in) charger. It will start to flash if it’s charging. (If it’s not flashing see “My hearing aid is not charging!”)
> If it’s flashing red, your hearing aid may have been out of battery–let it charge until the color changes to yellow or green, then proceed.
When you see it flash to indicate it’s charging, take it off the charger. This will turn it on. You should see the light flash green several times, then it will go dark. It should be on at this point.
Change the wax shield:
If the wax shield is full of wax, this can block the sound from the speaker. Here is a video tutorial on how to change the wax guards. If you prefer, there are the instructions to change the wax guards on pages 45-46 from the hearing aid user guide.
Check the receiver:
Check to see if the wire is stretched or cracked. Check to see if the receiver is properly seated on the top of the hearing aid–it’s possible to not insert it fully. The pin should be flush with the surface of the hearing aid. This video tutorial for changing the receiver can also be useful to see the parts identified above. The bloopers show a receiver that is not fully inserted as well.
Switch out the receiver:
Sometimes the receiver (the wire with the speaker on the end) needs to be replaced. The best way to know if this will solve your problem is to try it.
If you have one working hearing aid and one non-working hearing aid, but no extra receivers, you can switch the receivers between the right and left hearing aid. If the problem follows the receiver (aka the working hearing aid is not working now, and the non-working hearing aid is working*), then please contact us about sending out a new receiver! If not, your hearing aid likely needs to be repaired or replaced, so please let us know!
Here’s a video tutorial on how to change the receiver for models with a pin. Models that have a pin include Unitron Blu, Phonak Paradise, Phonak Lumity. Models without a pin include Phonak Paradise Life and Phonak Lumity Life. Here’s a video tutorial on how to change the receiver on models without a pin.
*The problem will stay on the same ear if the problem is with the receiver–the hearing aids are trading sides of your heads when you switch the receivers.
***Unitron receivers and Phonak receivers are interchangeable (as long as they have three prongs).***
Try resetting the hearing aid:
Hold down the bottom button for 15-30 seconds, then set in the charger (the part that you’re sure is working). Wait for 30-60 seconds. If this was successful, the hearing aid will start blinking.
Check to see if the hearing aid is back to normal. If not, reset the hearing aid one or two more times using the process above. If it’s still not working, please contact us about repair or replacement options.
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If the wax shield is full of wax, this can block the sound from the speaker. Here is a video tutorial on how to change the wax guards. If you prefer, there are instructions to change the wax guards on pages 45-46 from the hearing aid user guide.
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Check contact with charging points:
First, try cleaning the hearing aid contacts and the contacts in the charger with alcohol.
You have a magnetic charger if you feel a small pull and hear a small click sound when the hearing aid is inserted in the charger. If you don’t feel or hear these things, your charger is non-magnetic.
• For hearing aids with the non-magnetic charger
Jiggle it up and down a little bit. Take it out and put it back in. Press it down firmly in the charging spot. Between each of these actions, pause for 10-30 seconds to see if the hearing aids start to flash.
• For hearing aids with the magnetic charger
Remove the hearing aids and replace them in the charger. Wait 10-30 seconds to see if the hearing aids start to flash.
Try a different charger:
If one hearing aid is charging, but not the other, try switching the hearing aid charging points. (You can also try placing them in a different charger if you have one.) If the hearing aid charges in the other spot, the problem is the charger. Please contact us about replacing it.
Please note: Phonak hearing aids can be charged in Unitron chargers, but not the other way around. The Unitron hearing aids are slightly wider and can get stuck in the Phonak chargers.
Try resetting the hearing aid:
Hold down the bottom button for 15-30 seconds, then set it in the charger (part that you’re sure is working). Wait for 30-60 seconds. If this was successful, the hearing aid will start blinking. The hearing aid should be back to normal after this. If this doesn’t work, please contact us about repair or replacement options.
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My hearing aids were in the water too long:
There are now waterproof hearing aids available that protect from a majority of water damage. It’s still possible to cause water damage in high-pressure situations. The average user is not likely to encounter these situations while wearing their hearing aids. If you’re worried that you have, let the hearing aids sit in a sealed container of rice and reach out to our office.
If you have the IP-68 certified hearing aids, like Unitron aids or Phonak’s aids that do not have the “Life” addition to the end of their name, there are everyday situations that could cause water damage to your hearing aids.
These situations are likely to involve extended immersion times or contact with water with pressure. A splash or stint in the rain will be fine. Accidentally jumping in the pool or hopping into the shower with them on, then taking them off will likely be fine. Wearing them to the waterpark, a trip to the pool, or for a whole shower may cause some damage. If you’re concerned about your hearing aids and water exposure, let the hearing aids sit in a sealed container of rice and reach out to our office.
My hearing aids are physically damaged:
If the damage is limited to the receivers, then those can be replaced at home. Please let us know if you need more receivers. If there is any damage to the hearing aid itself that is causing it to malfunction, your hearing aids will need to be replaced or repaired. Please reach out to our office.
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Understanding how the hearing aids are named for Bluetooth:
Unless changed through the programming software, the hearing aids name for bluetooth will be “R-Phonak hearing aid” or “R-Unitron hearing aid.” This is the bluetooth that you connect to for voice and audio streaming with devices. The hearing aids connect via bluetooth to only one side, then split the audio signal between the two sides.
If you look on your phone, there will also be two hearing aid options that begin with “LE_.” This is how the phone app pairs with the hearing aids. You will not connect to this option for voice or audio streaming.
Make sure hearing aids are not in airplane mode:
If you hold down the button for 7 seconds instead of 5 when you are turning them on, this will boot them in airplane mode. No bluetooth connectivity will be available.
Many people like to wait until they see the green indicator light or hear the chime before letting go of the button when they are turning their hearing aids on manually. Waiting this long can result in the hearing aids being booted in airplane mode. Count to 5 seconds, let go, then wait to see if the light and chime happens.
Using the charger to power cycle the hearing aids for bluetooth pairing can eliminate this problem. Put the hearing aids in the charger, wait until you see them flash, then pull them out. They will now be in pairing mode. The manufacturer reports that pairing mode will last for three minutes. In practice, it seems shorter than that.
For PartnerMic, TV Connector, or Roger On:
Pairing for the first time
To successfully pair the Roger On device to hearing aids, they need to have the internal receivers unlocked first.
Make sure your hearing aids are charged before attempting to pair the devices. If you’re pairing to the TV Connector, it needs to be connected to a power source. If you’re pairing to a PartnerMic or Roger On microphones, it needs to be charged.
Turn on the TV Connector, PartnerMic, or Roger On microphone.
Turn the hearing aids off and on again either using the charger or manually. This puts them in pairing mode.
Hold down the button with the bluetooth symbol on the PartnerMic, TV Connector, or Roger On.
Roger On: Bluetooth pairing button is on the back of the microphone at the bottom. It’s not a raised button, and the symbol is engraved but not in a contrasting color. You may need a strong light or reading glasses to see it easily.
PartnerMic: Bluetooth pairing button is on the same side as the on/off switch.
TV Connector: Bluetooth pairing button is on the bottom of the device, next to the cord connections. When it enters pairing mode, the indicator light will blink blue.
Hold or place the hearing aids and accessory within 4 inches (10 cm) of each other.
Wait for the device to indicate pairing was successful.
The Roger On microphone will show one of three symbols on the screen. A checkmark indicates a successful pairing. A question mark indicates that the microphone did not find a receiver. Try again, moving the hearing aids and the microphone closer during the pairing process. An ⓧ indicates that the receiver found was locked or otherwise incompatible with the Roger On. (See instructions for sending receivers to the hearing aid.)
The indicator light on the PartnerMic will turn green when pairing is successful.
The indicator light on the TV Connector will switch to solid white or solid green when pairing is successful.
Number of Pairings Supported
The Roger On microphone can be paired with multiple pairs of hearing aids as long as they all have the correct receivers unlocked and they have all been paired with the Roger On.
The PartnerMic can only be paired with one set of hearing aids at a time. If you switch it to a different set, it will no longer be connected to the first pair.
The TV Connector can connect with multiple pairs of hearing aids as long as they have all been paired.
Managing connections with a paired accessories
After the first pairing, the hearing aids will automatically connect whenever you turn the accessory on–when they are within range. If they stop connecting automatically, repeat the initial pairing process.
Options if you don’t want to connect to an accessory:
Switch programs on the hearing aids by holding down the button for three seconds. See an explanation of the program cycle. This is a good option if you are staying within range of an accessory someone else is using. If you are moving in and out of range, the hearing aids will automatically return to the streaming program each time you come back within range.
Turn off the accessory.
This works best if no one else is using the accessory
TV Connector
If the TV Connector power cord is plugged into the TV, it will turn on when the TV is turned on. This is ideal if the person wearing hearing aids is typically the person using that TV. The hearing aids will automatically connect any time they are in range of the TV, and it’s turned on
If the TV is shared, and especially if the person wearing hearing aids is sometimes moving in and out of range of the TV Connector, then we recommend connecting the TV Connector to an independent power source. This allows the TV Connector to be turned on and off only when the person wearing hearing aids is watching the TV.
If you rarely use the Roger On or TV Connector, but someone else in your family uses them regularly, you may want to clear the connected devices. Then pair only the hearing aids of the person who uses the accessory regularly. If you do decide to use one of these accessories again after clearing the pairings, you will have to pair the hearing aids to the accessory as if it’s the first time.
To clear connections on the TV Connector follow these instructions. Press and hold the connection button on the TV Connector for 7 seconds. The LED light will flash blue, then it will flash red. The reset is complete when the indicator light turns orange.
To clear connections for the Roger On microphone, follow these instructions. Press and hold the connection button on the Roger On for 8 seconds. When the connections are cleared, you will see this image on the screen.
Unlocking the hearing aid receivers for FM connections
To pair with Roger FM accessories, the appropriate receiver must be unlocked.
When you are using Phonak trial hearing aids, the receivers are unlocked by default, so you can experience the full range of options that your hearing aids provide. This means you can pair to a Roger On microphone without installing receivers.
When you are using permanent hearing aids and a Roger On iN microphone, there are two receiver unlock codes in the microphone itself. Before your new hearing aids can pair with the Roger On microphone, these receivers need to be sent over to the hearing aids.
You can also move receivers from existing hearing aids to put them back in the microphone. This is useful if you are getting a new pair of hearing aids because it means you don’t have to buy new unlock codes for the receivers on your new aids.
You can follow the steps in the Roger iN microphones installation guide or make an appointment for us to walk you through the process.
Note: If your permanent the Roger iN microphones installation guidearing aids and Roger On iN microphone were purchased and shipped together, the receivers should already be installed on your permanent hearing aids.
Call the customer service line for support:
If the above options aren’t working, feel free to reach out to either Phonak (1-800-777-7333) or Unitron (1-800-888-8882) to speak with Customer Support for Wireless. They tend to be very helpful in guiding customers through setting up accessories.
For Bluetooth connections to phones, tablets, computers, and other devices:
These are options you can try–they don’t need to be done in this order..
Pairing for the first time (or after forgetting the aids in Bluetooth settings)
Open the Bluetooth settings on the device you are connecting to..
Turn the hearing aids off and on again either using the charger or manually. This puts them in pairing mode.
On your device, the hearing aid connection should appear as a new available device (typically as R-Phonak Hearing Aid). You only need to pair to one connection to stream to both ears.
Select the hearing aid connection and initiate the connection.
Wait for the device to indicate pairing was successful.
Managing connections with a paired device
The hearing aids will automatically pair to devices that are on and transmitting audio when they are within range. This can be annoying if you have multiple devices paired to your aids that send notifications or other sounds unexpectedly.
Options when you don’t want to connect to a device:
You can switch out of the bluetooth program on your hearing aids. This works better for ongoing audio streaming (e.g. music, audiobooks), rather than brief notifications.
Hold down the button for three seconds. This should bring you back to the automatic programs.
Each time you hold down the button for three seconds and then let go, it will cycle through to the next available program on your hearing aids.
The order programs cycle is typically Automatic→Custom Program 1→Custom Program 2→Custom Program 3→Bluetooth or FM Streaming→Automatic. This cycle will repeat.
Some people have no custom programs, and most have only 1. This is something that Dr. Rae sets up during customization. If you don’t have custom programs, the cycle is Automatic Programs→Bluetooth or FM Streaming→Automatic. You are basically just switching between the two available programs, rather than cycling through.
If there is no active bluetooth or FM streaming connection, then you will not be able to enter that program by holding down the button for 3 seconds.
Please reach out if you have any questions about the custom programming on your hearing aids.
You can “Forget” the hearing aid connection on the device. If you would like to stream audio from this device again, you will need to pair as if you were doing it for the first time.
You can “Disconnect” the hearing aid on the device. This is a common option on phones.
To re-connect:
Turn your hearing aids off and on when they are within ranger of the device’s Bluetooth.
Navigate to the Bluetooth settings and find the listing for your hearing aids. Select the “Connect” or “Reconnect” option from the devices’ menus.
Some devices will automatically reconnect at additional times, like if the hearing aids go in and out of range of the device. This is controlled by the device; it is not controlled via the hearing aids programming.
You can select a different connected output option using your device’s menus.
Windows 11: Use the “Choose Your Sound Output Device” system setting. If you would like to use a different sound output device for different applications, you can do so in the “Volume Mixer.”
Android phones and tablets: This may vary depending on the brand of the device you are using (e.g. Google, Samsung, Motorola). These screenshots and directions were based on a Samsung device.
For phone calls, you can specify which available bluetooth device to use by tapping on the “bluetooth” button from the call screen.
For streaming audio, pull down on the top of the screen. Touch the icon in the “Media output” button in or above the now playing box. They are circled in red in the first picture. You will then see the list of available audio devices. Select the device you’d like to stream audio through.
iPhone or iPad:
For phone calls, you can specify which available audio devices to use by tapping on the “audio” button from the call screen.
For streaming audio, pull down on the top right corner. Touch the icon in the “Now Playing” box that has three concentric circles and a triangle as a base. It’s circled in red in the first picture. You will then see the list of available audio devices. Select the device you’d like to stream audio through.
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Understanding the limits of the microphone for phone calls:
The Lumity hearing aids that were released in the summer of 2022 seem to have improved the call quality (for the person you’re talking to). These hearing aids provide a clear signal of your voice in a variety of settings.
The Paradise hearing aids, as well as the Unitron hearing aids, do not have this upgraded technology. Using the hearing aids for phone calls, especially if there is wind or background noise, can negatively impact the quality of the call for the person you are speaking with. We’re glad to see this resolved in the newer model. This is a limitation of the product itself and cannot be adjusted through programming. If you are interested in upgrading your hearing aids, let us know.
The volume is too loud/too soft:
There are two different volume controls when it comes to bluetooth accessories.
Volume control on device/TV Connector
If you adjust the volume on the paired phone or tablet, this will change the volume of the sound source. The TV Connector has a button on the device that will adjust the volume of the sound source.
Volume control on the hearing aids
If you use the volume control on the hearing aids, it will adjust the noise-to-signal ratio. If you turn it up, the hearing aids will bring in less of the environmental sounds, making the audio streaming to the hearing aids easier to hear and understand. If you turn it down, the hearing aids will bring in more of the environmental sounds, making the sounds around you easier to hear and understand.
Changing the default streaming volume
If you find you are always turning the volume as far up or down as it goes, you may want to set up a programming appointment. Dr. Rae can adjust the volume settings for streaming separately than the other volume using Phonak Target or Unitron TrueFit. If this is the only programming change you need for your hearing aids, then a 30 minute appointment is plenty of time.
Signal strength of transmitting device:
Make sure you are within range of the microphone, phone, tablet, laptop, etc. At the edge of the range for any given device, the sound signal will become choppy. Some devices have weaker bluetooth signals than others–try connecting with a different device to see if the signal improves. If you continue to have trouble with a particular device, please let us know by email or at your next appointment.
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Here are the steps that Phonak support provided to resolve issues connecting the hearing aids to the phone app.
Make sure the phone is running the latest operating system.
Make sure you have the most recent version of the MyPhonak app.
Try connecting the hearing aids again.
If they still won’t connect:
Close the app.
Go to your bluetooth settings. Check that there are three hearing aids listed. The “R” hearing aid listing is the connection for phone calls. There should also be 2 “LE” hearing aids listed–these are the connections used for the app.
Go to the devices tab (at the bottom of the app).
Scroll down to product information.
Press the “Forget devices” button and confirm that you would like to forget the current devices.
Try connecting with the hearing aids again.
If they still won’t connect:
Uninstall/reinstall the app. Turning the phone on and off again before reconnecting can help–it forces non-essential functions to close, which helps if you have limited temporary memory available on your phone.
There are times when new system updates (iOS or Android) will cause issues with the app. If you need the app to use your aids effectively, then you can also try going one backwards in the system updates. Some people wait to install system updates until they see if others report issues.
If these steps don’t fix it, the next option is to contact Phonak Customer Support: 1-800-679-4871.
FURTHER INFORMATION
User Guides
• Phonak Audeo Paradise Rechargeable
• Phonak Audeo Lumity Life Rechargeable
Other Guides
• Roger iN microphone installation guide
Online Support Articles
• Unitron Product Support Home
Customer Support Options
• Phonak: 1-800-679-4871
• Unitron: 1-800-888-8882
• Dr. Rae’s Office
> Phone: 202-417-6516
> Email: info@drraestout.com