Troubleshooting Your Cochlear Implant
Please review the troubleshooting guides provided in your user manual or provided on the corporate websites (below). Remember to try changing the batteries, cables, and/or any accessories you may be using.
If you determine your CI equipment is not working, you may contact the CI Manufacturer to order the necessary replacements. Once it is ordered, the replacement equipment will be shipped directly to your home.
Please select your viewing option below.
Manufacturer Information
Obtaining Replacement Equipment
1. Customer Care Helpline
a. Telephone Support
1-877-829-0026 V
1-800-678-3575 TTY
b. Email
CustomerService@advancedbionics.com
2. Harmony Processor Troubleshooting Guide
If you would like to read these instructions in English, click here.
Si usted querría leer estas instrucciones en español, el clic aquí.
Click here for the Harmony LED Quick Reference Guide.
3. Auria Processor Troubleshooting Guide
If you would like to read these instructions in English, click here.
Si usted querría leer estas instrucciones en español, el clic aquí.
Click here for the Auria Troubleshooting Guide in English and Spanish.
4. CII and Platinum BTE Processor Troubleshooting Guide
Click here
5. PSP Bodyworn Processor Troubleshooting Guide
Click here
Click here for the PSP LED Quick Reference Guide.
6. S-Series Processor Troubleshooting Guide
Click here
1. Troubleshooting Hotline
a. Live Online Support (Hear Always)
http://www.cochlearamericas.com/HearAlways/default.asp
b. Telephone Support
1-800-483-3123 V/TTY
2. Nucleus System 5
Click here
For an interactive troubleshooting guide, click here.
3. Freedom BTE
Click here
4. Freedom Bodyworn
Click here
5. ESPrit 3G
Click here
6. SPrint
Click here
7. ESPrit 24/22
Click here
8. Spectra
Click here
9. Complete Troubleshooting Manual
If you would like to read these instructions in English, click here.
Si usted querría leer estas instrucciones en español, el clic aquí.
1. Telephone Support
1-888-633-3524
2. Tempo+ Speech Processor
Click here
3. Opus II
Click here
4. Educator’s Guide
Click here
Phonak (for troubleshooting your FM system)
Obtaining Replacement Equipment:
Replacement Cochlear Implant Equipment – MEDICAID and CSHCS
We are thrilled that you opted to pursue cochlear implantation as a treatment method to improve your quality of life. It is important that you understand how to use and maintain your/your child’s speech processor, cables, batteries and coils. Identifying the source of a problem using troubleshooting will also be helpful when the device is broken.
If your device is under warranty please follow these instructions to replace equipment:
- Contact the CI manufacturer (below) or the clinic at (317) 944-6671 and identify the parts that need replacing. You must provide the following information (if applicable):
- make
- model
- color
- length
- magnet strength
- serial number of the parts
- Provide the address you would like the equipment sent to with a phone number to reach you.
- After you receive the replacement equipment, you must return the broken parts to the CI manufacturer. If you do not return the equipment, you will be billed for it (at least $7,000 for a speech processor).
If the item is not under warranty you will need to follow these steps:
- Contact the clinic at (317) 944-6671 and identify the parts that need replacing. You must provide us with the following information (if applicable):
- make
- model
- color
- length
- magnet strength
- serial number of the parts
- Provide the address you would like the equipment sent to with a phone number to reach you.
- We will write a letter of medical necessity and submit it to the reimbursement department on your behalf.
- After the CI manufacturer has received payment authorization from your insurance, the CI manufacturer will ship the equipment to the address that you provided.
- If you receive a replacement speech processor, you must return the broken device to the CI manufacturer. If you do not return the equipment, you will be billed for it (at least $7,000).
Please be aware that obtaining replacement equipment may take time due to processing and backorders. Thus, you should always have back-up parts (cable, coils, processor, batteries, etc.) to fall back on and use for troubleshooting. If the primary unit/parts stop functioning, contact this facility promptly to order a replacement. You may need to refer to the cochlear implant manufacturer to purchase the equipment, especially if you need the supplies immediately.
Please feel free to contact the companies at the phone numbers listed below.
Advanced Bionics 800-678-2575
Cochlear Americas (Hear Always) 800-483-3123
Med El 888-633-3524
Replacement Cochlear Implant Equipment – MEDICARE
We are thrilled that you opted to pursue cochlear implantation as a treatment method to improve your quality of life. It is important that you understand how to use and maintain your/your child’s speech processor, cables, batteries and coils. Identifying the source of a problem using troubleshooting will also be helpful when the device is broken.
If your device is under warranty please follow these instructions to replace equipment:
- Contact the CI manufacturer (below) or the clinic at (317) 944-6671 and identify the parts that need replacing. You must provide the following information (if applicable):
- make
- model
- color
- length
- magnet strength
- serial number of the parts
- Provide the address you would like the equipment sent to with a phone number to reach you.
- After you receive the replacement equipment, you must return the broken parts to the CI manufacturer. If you do not return the equipment, you will be billed for it (at least $7,000 for a speech processor).
If the item is not under warranty you will need to follow these 6 steps:
- Contact the CI manufacturer and tell them that you have Medicare. Next, identify the parts that need replacing. You must provide the following information (if applicable):
- make
- model
- color
- length
- magnet strength
- serial number of the parts
- Provide the address you would like the equipment sent to with a phone number to reach you.
- If a letter of medical necessity is requested by the CI manufacturer, you must contact the CI clinic at (317) 944-6671 for a letter detailing exactly what supplies are needed. We will then submit the letter to the reimbursement department on your behalf.
- The CI manufacturer will process the order and assist you in obtaining reimbursement for your parts. Medicare typically reimburses 80%. You may expect to pay the remaining 20% up front if you do not have a secondary insurance policy.
- After the CI manufacturer has received payment, the CI manufacturer will ship the equipment to the address that you provided.
- If you receive a replacement speech processor, you must return the broken device to the CI manufacturer. If you do not return the equipment, you will be billed for it (at least $7,000).
Please be aware that obtaining replacement equipment may take time due to processing and backorders. Thus, you should always have back-up parts (cable, coils, processor, batteries, etc.) to fall back on and use for troubleshooting. If the primary unit/parts stop functioning, contact this facility promptly to order a replacement. You may need to refer to the cochlear implant manufacturer to purchase the equipment, especially if you need the supplies immediately.
Please feel free to contact the companies at the phone numbers listed below.
Advanced Bionics 800-678-2575
Cochlear Americas (Hear Always) 800-483-3123
Med El 888-633-3524
Replacement Cochlear Implant Equipment – PRIVATE Insurance
We are thrilled that you opted to pursue cochlear implantation as a treatment method to improve your quality of life. It is important that you understand how to use and maintain your/your child’s speech processor, cables, batteries and coils. Identifying the source of a problem using troubleshooting will also be helpful when the device is broken.
If your device is under warranty please follow these instructions to replace equipment:
- Contact the CI manufacturer (below) or the clinic at (317) 944-6671 and identify the parts that need replacing. You must provide the following information (if applicable):
- make
- model
- color
- length
- magnet strength
- serial number of the parts
- Provide the address you would like the equipment sent to with a phone number to reach you.
- After you receive the replacement equipment, you must return the broken parts to the CI manufacturer. If you do not return the equipment, you will be billed for it (at least $7,000 for a speech processor).
If the item is not under warranty you will need to follow these steps:
- Contact the CI manufacturer and identify the parts that need replacing. You must provide the following information (if applicable):
- make
- model
- color
- length
- magnet strength
- serial number of the parts
- Provide the address you would like the equipment sent to with a phone number to reach you.
- You may submit the invoice to your insurance carrier to determine if the part (durable medical equipment) is covered under your policy.
- If your insurance carrier requires a letter of medical necessity, you may contact the CI clinic at (317) 944-6671 for a letter detailing exactly what supplies were ordered.
- If you receive a replacement speech processor, you must return the broken device to the CI manufacturer. If you do not return the equipment, you will be billed for it (at least $7,000).
Please be aware that obtaining replacement equipment may take time due to processing and backorders. Thus, you should always have back-up parts (cable, coils, processor, batteries, etc.) to fall back on and use for troubleshooting. If the primary unit/parts stop functioning, contact this facility promptly to order a replacement. You may need to refer to the cochlear implant manufacturer to purchase the equipment, especially if you need the supplies immediately.
Please feel free to contact the companies at the phone numbers listed below.
Advanced Bionics 800-678-2575
Cochlear Americas (Hear Always) 800-483-3123
Med El 888-633-3524
For Processors That Are Under Warranty:
Individuals who have lost the CI equipment need to contact their implant manufacturer to determine if the equipment was under warranty or not. Often, warranties include a one time loss/damage replacement policy during the first three years of CI use. The implant manufacturer will be able to tell you for sure if the equipment is covered under the manufacturer’s warranty. They will then let you know how to proceed in order to receive the replacement equipment.
For Processors Not Under Warranty, But Covered By ESCO (Supplemental Insurance):
If your equipment is not under warranty and you have an ESCO Insurance plan, you will need to file a claim by completing the claim form on their website www.earserv.com or calling ESCO at 1-800-992-3726 during normal business hours M-F. Once that is completed, you will need to fax the form to the Indiana University Cochlear Implant Program at (317) 944-6680. An audiologist will sign the form, verify the CI information, and will then return the completed form for you to submit to ESCO.
For Processors with NO Loss/Damage Coverage:
Individuals who do not have either warranty loss/damage coverage or ESCO, you will need to contact your health insurance company to inquire about coverage and how to obtaining authorized approval for a replacement. It will be important to let your insurance know that Indiana University/IU Health is NOT the vendor/provider of replacement equipment. The vendor/provider is your implant manufacturer.
