My hearing aid has stopped working: what should I do?

Silent or weak hearing aid

The light is green in the morning but you can hardly hear anything: replace the wax filter, Cerustop or Cerushield. This is by far the most frequent cause. The procedure is described further down this page.

Hearing aid not detected in the charger

No light comes on: check the power supply and the cables, then clean the metal contacts with a cotton bud lightly moistened with alcohol.

Incomplete charge

The hearing aid is not at 100% in the morning: clean the charger contacts, then swap the right and left hearing aids to identify where the problem comes from. If it persists, the charger or the cable may be faulty.

Persistent charging problem

After cleaning, if the charge still does not happen or if a red light stays on in the charger, reset the hearing aid: hold the button for 15 seconds, place the hearing aid in the charger for 30 seconds, take it out, then repeat if necessary.

Whistling in the ear

Most often it comes from a wax plug and disappears once that has been removed. We can check it, but the removal is a matter for an ENT doctor.

Frequent switch-offs or beeps

If the hearing aid is connected by Bluetooth, turn it off to test. If the problem persists, turn off the phone notifications, in Settings then Notifications on iPhone.

Life hearing aid that does not charge

If the lights are not green after the night: remove the hearing aids, plug in the charger, press the reset button, the small hole, for 8 seconds, then unplug and plug in again.

How do I change the wax filter?

The procedure depends on the type of filter. Look at your box: small white tips mounted on a stick (Cerustop), or small white tips housed in a black wheel (Cerushield). The two types are not changed in the same way, and the procedure takes less than a minute once the principle is understood. It is the most useful care procedure to know: a blocked filter is the first cause of a hearing aid that has become silent or weak. If in doubt, bring your hearing aid and its box of filters to the appointment.

Battery, filter, receiver, microphone: what is the difference?

These 4 words are regularly confused, and the confusion often causes a trip that could have been avoided. The battery supplies the hearing aid with energy. The filter protects the receiver from wax: it is changed regularly and supplies no energy. A silent hearing aid can come from either one, and the procedure is not the same. The microphone picks up the outside sound. The receiver delivers the sound into your ear canal: these are two distinct parts, located in two different places on the hearing aid. The receiver is not just a wire: it is an electronic part, placed at the end of the wire, in your ear. That is why it is replaced and not repaired.

The receiver is broken: do I have to come to the centre?

No, not necessarily. We send you a replacement receiver by post: you only need to confirm the delivery address. If you prefer us to do the replacement, book an appointment.

What should I do if I have lost my hearing aid?

Before reporting a loss, check whether the hearing aid is simply mislaid nearby. Phonak hearing aids connected by Bluetooth can be located from the myPhonak app, "Devices" menu, then "Find my hearing aids". After 3 days, locating them generally becomes more difficult. If the hearing aid remains untraceable, report the claim to your hearing care professional, who starts the replacement; depending on your equipment, a loan solution may be offered to you in the meantime. Loss and irreparable damage insurance is included in the price on the Lumity 70 and 90 and the Infinio 30, 50, 70 and 90: one claim covered for 3 years, with a deductible of CHF 550 per replaced hearing aid.