Troubleshooting your processor and repairs
Below are troubleshooting guides for different manufacturers. Please have a look at these simple troubleshooting tips as often problems with the function or sound of your device can be solved at home.
More information and support can be found on the manufacturers' websites, and the links are provided below.
If you are unable to solve the problem with your device, the best way to contact us is via email:
auditoryimplantprogramme@ouh.nhs.uk
If you do not have access to email, then you or someone on your behalf can call 01865 234881 and speak with reception or leave a message.
Advanced Bionics
We are working with Advanced Bionics to make sure there is a postal repair service for processors and equipment for all Advanced Bionics users.
However, before you contact us or Advanced Bionics, please have a look at these basic troubleshooting tips as often problems with the function or sound of your processor can be solved at home.
To contact Advanced Bionics directly for processor repairs please email:
customerservice.gb@advancedbionics.com
or phone 01223 847888.
More support can be found on the Advanced Bionics troubleshooting web page:
Advanced Bionics - Troubleshooting Guides
Advanced Bionics also has a YouTube channel with further information and instruction videos.
Advanced Bionics on YouTube
AB Mentor programme
Advanced Bionics offers an AB Mentor programme for advice and support. You can connect with someone who has been through implantation themselves, or with their child, and is using Advanced Bionics technology.
Please email Hear-UK@advancedbionics.com if you would like to meet 'face to face' via video such as Facebook, WhatsApp or Zoom or contact a mentor of your choice online with written communication via HearingJourney.
The AB Mentors have a UK and Ireland Facebook group.
Troubleshooting guides
Cochlear
We are working with Cochlear to make sure there is a postal repair service for processors and equipment for all Cochlear users.
Cochlear is running a repairs and spares service direct to your home during the COVID-19 outbreak. The details of how to use this service are below. However, before you contact us or Cochlear, please have a look at these basic troubleshooting tips as often problems with the function or sound of your processor can be solved at home.
Further information about how to use Cochlear's postal repairs service can be found in this letter:
Repairs/replacements of Cochlear, cochlear implant and BAHA processors and essential equipment (pdf, 181 KB)
Further support can be found on the Cochlear troubleshooting web page:
Cochlear - Device support
Cochlear also has a YouTube channel with further information and instruction videos:
Cochlear on YouTube
Cochlear family
Cochlear Family is a programme available to all Cochlear recipients, or those who care for them, giving customer support, offers, resources and the option to connect with other recipients.
Troubleshooting guides
BAHA processors
Med-El
We are working with Med-El to make sure there is a postal repair service for processors and equipment for all Med-El users.
Med-El is running a repairs and spares service direct to your home during the COVID-19 outbreak. This includes a 'Swap & Go' service where all items needing repair will be collected from you at the time of delivery.
However, before you contact us, please have a look at these basic troubleshooting tips as often problems with the function or sound of your processor can be solved at home.
Further support can be found on the Med-El troubleshooting web page:
Med-El - Support
Med-El also has a YouTube channel with further information and instruction videos:
Med-El on YouTube
Med-El HearPeers
HearPeers is an online forum run by hearing implant users for hearing implant users. The community is happy to help and answer questions.
Troubleshooting guides
Oticon Medical
We are working with Oticon Medical to make sure there is a postal repair service for processors and equipment for all Oticon Medical users.
However, before you contact us, please have a look at these basic troubleshooting tips as often problems with the function or sound of your BAHA can be solved at home.
Further support can be can be found on the Oticon Medical support web page:
Oticon Medical - Frequently asked questions
Oticon Medical has a YouTube channel with further information and instruction videos:
Oticon Medical on YouTube
Oticon Medical Friends
Oticon Medical Friends is an online community for Ponto recipients, or those who care for them, providing support, offers, resources and the option to connect with other recipients.
Troubleshooting guides
Processor repairs
When you post or bring your broken processor for repair, please include your name, date of birth and a description of the problem. This will avoid delays in repair.
If your processor is broken and needs to be sent to the manufacturer for repair, we will provide either a replacement processor or a temporary loan processor.
The temporary loan processor may be an older model and/or different colour.
When your processor is back with you from repair, please return the temporary loan processor to us as soon as possible. This is so we always have a supply of loan processors when needed.
Please also include your name and date of birth when returning a loan processor.
Contact us
Please contact the department if you need new spares, microphone covers, dry bricks etc. or if you have a problem with your processor that you can't solve at home.
Find us and contact us
If you have a medical problem related to your implant, please contact us for advice.