FAQ’s
Checklists for Device FAQs
- If you have access to the device app, this can be your first point of call. Check for an ‘FAQs’ or ‘help’ section.
- Check the connection compatibility of your phone and hearing device. Most manufacturers’ websites will ask you to input your phone model and hearing device to check compatibility (links below).
o Oticon: https://www.oticon.com/support/compatibility
o Signia: https://www.signia.net/en-au/support/compatibility/
o Phonak: https://www.phonak.com/en-int/support/compatibility
o Starkey: https://www.starkey.com/compatibility
o ReSound: https://pro.resound.com/en-us/products/compatibility
- Check the ‘FAQs’ or ‘help’ section of the device manufacturer’s website (links below). Many websites have walk-through videos for common device problems and general maintenance.
o Oticon: https://www.oticon.com/support
o Signia: https://www.signia.net/en-au/support/faq/
o Phonak: https://product-support.phonak.com/s/?language=en_US
o Starkey: https://www.starkey.com.au/support
o ReSound: https://www.resound.com/en/help
This may include pairing your device to your phone, charging your device, replacing device parts, etc.
- If you have access to the device app, this can be your first point of call. Check for an ‘FAQs’ or ‘help’ section.
- Check the ‘FAQs’ or ‘help’ section of the device manufacturer’s website (links below). Many manufacturers’ websites will provide walk-through videos or instructions to help guide you through using your hearing device.
o Oticon: https://www.oticon.com/support
o Signia: https://www.signia.net/en-au/support/
o Phonak: https://www.phonak.com/en-int/support-options
o Starkey: https://www.starkey.com.au/support
o ReSound: https://www.resound.com/en/help
Oticon
P: 1800 633 738
Signia
P: 1300 787 797
Phonak
P: 8858 1800
Starkey
P: 1800 024 985
ReSound
P: 1800 658 955
🎄 Holiday Hearing Aid Support FAQ 🎄
We are taking a short break to enjoy the holidays! We want to ensure you continue to hear clearly. This guide provides solutions for the most common issues you might experience while our clinic is closed.
🔇 Problem 1: No Sound or Weak/Distorted Sound
This is the most common issue, and the fix is often simple!
STEP
Troubleshooting Action
Reason / Check For
1. Power Check
Disposable Batteries: Replace with a fresh battery. Ensure the battery is correctly inserted (+ sign matches the + mark). Wait 30 seconds after removing the sticker before inserting.
Rechargeable Aids: Ensure they were fully charged overnight. Place them back in the charger for a few seconds, then remove them to force a restart.
A battery low or dead is the top cause. Opening/closing the battery door or taking it out of the charger for a few seconds acts as a “reboot.”
2. Clean the Filter
Check the wax filter/wax guard (the tiny white or black part where the sound comes out). If it looks blocked with earwax or debris, replace it immediately with a new one from your kit (e.g., Oticon ProWax, Starkey HearClear, Signia WaxGuard, Phonak CeruShield/Cerustop).
Wax build-up is the second most common cause of sound reduction or loss.
3. Clean the Aid
Use your cleaning brush and/or pick tool to clear the microphone ports and sound outlet gently. Wipe the entire aid and dome/earmold with a dry cloth.
Debris/dirt/moisture can block sound entry and exit points.
4. Check Tubing
(For Behind-The-Ear/BTE models with Earmolds) Look for moisture droplets or cracks in the plastic tubing. If moisture is visible, disconnect the earmold and tube from the aid and use an air blower/puffer to clear the humidity.
Tubing can become brittle or collect moisture, muffling the sound.
5. Settings Check
Check the volume or program settings. You may have accidentally pressed a button, switched the program, or turned the volume down.
Simple accidental adjustment.
🔇 Problem 2: Whistling or Feedback (High-Pitched Squeal)
This happens when amplified sound leaks out of your ear and is picked up by the hearing aid’s microphone again.
STEP
Troubleshooting Action
Reason / Check For
1. Re-Insert
Remove the hearing aid and firmly re-insert it. Make sure the dome/earmold is seated properly and snugly in your ear canal.
A loose fit is the most frequent cause of feedback.
2. Earwax Check
Check your ear canal for visible earwax blockage. If your ears are full of wax, the sound has nowhere to go and bounces back out, causing a whistle.
You may need to visit a walk-in clinic or pharmacist to have your ears checked and cleaned.
3. Check for Cracks
Inspect the dome or earmold/tubing for any tears or cracks that could allow sound to leak out. If damaged, replace the dome or use your spare earmold (if you have one).
Physical damage can create a sound leak.
4. Volume Check
Try lowering the volume slightly on your hearing aid.
Too high a volume can force sound to leak out, especially in quiet rooms.
📱 Problem 3: Connectivity/Bluetooth Issues with Mobile Phone
If you cannot stream calls or music, or the mobile app is not connecting.
STEP
Troubleshooting Action
Reason / Check For
1. The Reboot
Turn your phone’s Bluetooth OFF, then back ON. Next, reboot your hearing aids (open/close battery door, or place rechargeable aids in/out of charger).
This resets the connection without losing the pairing.
2. Check App/Phone
Ensure your phone’s operating system (iOS/Android) and your hearing aid app (e.g., myPhonak, Oticon ON, mySignia, Starkey Thrive) are fully up to date.
Outdated software can cause compatibility issues.
3. The Full Reset
If the above fails:
1. On your phone, go to Bluetooth settings and select “Forget Device” for your hearing aids.
2. Restart your mobile phone.
3. Put your hearing aids back into pairing mode (reboot them).
4. Re-pair your aids to your phone from scratch.
This is the “nuclear option” that resolves most stubborn connection problems.
4. Power Check
Ensure your hearing aid batteries are new or fully charged, as low power can interfere with Bluetooth function.
Low power reduces Bluetooth signal strength.
🚨 What to Do If All Else Fails 🚨
If you have tried all the steps above and your hearing aids are still not working:
1. Check for your spare hearing aid or older device, if you have one, and use it until we reopen.
2. If you believe the issue is related to earwax in your ear canal, contact your local GP or a walk-in clinic/pharmacy to ask about earwax removal services.
3. Store your non-working hearing aid safely in its drying kit or case. Do not attempt repairs with sharp or non-hearing aid tools, as this may void the manufacturer’s warranty.
4. Make a detailed note of what the problem is and what steps you took.
5. Contact our clinic as soon as we reopen on January 5th 2026, at 1300 300 065 to schedule an urgent repair or service appointment.