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Frequently Asked Questions

General

 

Connectivity

  • Who do I call for problems with ConnectLine or my Streamer?
    If you cannot find your answer on the website, please call your local Hearing Health Care Professional.

  • How many devices can I pair with my Streamer?
    8

  • How can I tell if my cell phone is compatible with Streamer?
    Please visit the Streamer Pairing Guide by clicking here.

  • Can I wash the neck loop on Streamer?
    No. The neck loop is antenna and should be replaced it cannot be washed. All accessories for Oticon Hearing devices or products are purchased through your Hearing Health Care Professional.

  • I just programmed my Streamer successfully to my cell phone but I'm not hearing the phone ring when I receive a call. What can I do?
    Check the following points:
    • Charge the Streamer before linking it with the Epoq hearing aids.
    • Open and close the battery door to reset the changes.
    • Ensure that the cell phone is fully charged.
  • Why do the hearing device microphones turn off when I press the volume button on Streamer?
    If you hold the up or down arrow for a long press (two seconds) while you are streaming the TV, Telephone or Connectline Microphone, the hearing aid microphones will “mute.” This feature is especially helpful if there is noise in the environment. If you accidentally activated the hearing aid mute feature while streaming or you wish to “un-mute” the hearing aids, simply press the volume for another long press (two seconds).

  • ConnectLine Questions:

    • How do I hook up the TV or phone Adaptor?
      Please view the ConnectLine TV and Phone Adaptor Quick Guide.

    • Phone Adaptors:

      • If I answer a call with Streamer, how do I pass it to someone else without losing the call?
        You must turn off the Bluetooth function.  Press the Bluetooth button for a few seconds; you will hear it through the handset.

      • Can I have a phone box on every phone in my house?
        Yes. The streamer can connect to multiple phone boxes; however they must be out of range from each other. If this is not the case, the streamer will remain connected to the phone box it was first connected to.

      • Will the phone box work with a multiline phone?
        No. The phone system is what handles the multiline function coming through the phone line. The phone box only has the ability to connect to one line.  When a multiline phone line is plugged into the phone box, only the primary line will be recognized by the box.

      • Will the phone box work with my office system?
        The phone box will only work with analog office systems. If the system in your office is a digital system the box will not work.  Digital signals cannot be converted to analog signals.

      • What happens when a person who does not wear a hearing aid answers the phone while the phone adaptor is plugged in?
        If the person wearing the streamer wants to hear and talk, the phone button on the streamer OR the phone button on the phone adaptor needs to be pushed to make contact.  Once the streamer is connected, both the non HI and the person with the Streamer can hear and talk at the same time. The person on the handset can hang up if they're finished once they know that the connection has been made to the streamer, and the call will NOT disconnect.
    • TV Adaptor:

      • Can I have more than one Connect line TV box paired to my streamer? 
        No. The streamer has the ability to connect with only one TV Box.

      • Can the TV Box connect with multiple streamers at one time?
        No. The streamer and TV Box is a one to one relationship; one streamer to one TV box.

 

Unique Fitting Solutions

  • Please tell me which of your products are available in CROS and BiCROS configurations?
    Several of our behind-the-ear (BTE) hearing aids can be custom made into CROS or BiCROS. Please speak with your local hearing professional to determine the best model and configuration for you.

  • If you'd like to learn about M and T ratings, Near Field Magnetic Induction, Loops, tele-coils and other phone options and accessories, we have two helpful articles.

    Please click the following two articles:

    Article 1
    Article 2

 

Hearing Aid Parts and Accessories

  • How can I get more DOMES?  
  • How can I get more WAX FILTERS?  
  • Hearing Aid DEHUMIDIFIERS?  
  • Extra CARRYING CASE?
    All Oticon accessories are available through your hearing health care professional. Simply call them directly to find out how to reorder supplies.

 

Warranty Information

  • Please tell me about the Oticon warranty:

    Epoq, Dual, Vigo Connect Pro, Vigo Connect and Hit
    Comes with a two year repair for material defects and workmanship and a one year replacement coverage. During the first year of the warranty period there is a one-time only replacement* for loss, theft or damage.

    Sumo DM
    Comes with a two year repair for material defects and workmanship and a one year replacement coverage. During the first year of the warranty period there is a one-time only replacement* for loss, theft or damage.

    Amigo
    Comes with a two year repair for material defects and workmanship and a one year replacement coverage. During the first year of the warranty period there is a one-time only replacement* for loss, theft or damage.

    ConnectLine/Streamer
    Comes with a one year repair for material defects and workmanship. 

    NOTE - *All claims must be filed with your Hearing Care Professional.  If a claim in filed for lost/theft/damage, the Consumer is responsible for a processing fee and additional shipping fees.