Repairs, replacement spare parts and lost processors
We do not run an on-the-day repair service - please only visit the department if you have an appointment.
Repairs and replacement spare parts
Access to repairs and replacement spare parts depends on which device you have.
Inside your processor kit is a range of spare parts such as a coil-cable, microphone covers and ear hooks. You can change these items at home.
If you use your spare part, for example to replace a faulty coil-cable, please contact us to request a replacement.
Over time, rechargeable batteries will lose the amount of charge they are able to hold. Our users generally report that most rechargeable batteries have a lifespan of approximately two years. If you find that your rechargeable battery is no longer holding a useful amount of charge, please contact us for a replacement.
If your processor requires disposable batteries, please contact us for more before you run low. Standard post through the hospital system and Royal Mail can take one to two weeks.
Purchasing extra items
Your processor kit comes with a range of items to support your hearing.
We will replace standard parts (such as cables, worn out rechargeable batteries, microphone covers) as they are used.
We do not sell or supply extra items (such as more or different sized rechargeable batteries, extra chargers or more wireless or Bluetooth accessories), but you can buy them from the manufacturer or third-party suppliers.
Suppliers' contacts
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.
For processor repairs, please contact Advanced Bionics.
Tel: 01223 847888
Email: customerservice.gb@advancedbionics.com
More support can be found at My AB Online - a portal designed for AB recipients
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.
Arrange a video call via Facebook, WhatsApp or Zoom - email: Hear-UK@advancedbionics.com
You can also contact a mentor of your choice online, with written communication via HearingJourney.
AB UK & Ireland - Mentors - Private Facebook Group
Cochlear
Please contact Cochlear Care for spares, repairs and troubleshooting. Please use the contact information on your Cochlear Care welcome pack to contact them.
In addition to this, Cochlear Care will send out a supply of dry bricks and microphone protectors/covers six-monthly and ensure you have a spare coil and battery at home. If they cannot resolve the issue they will refer you for further advice or an appointment.
In the case of lost processors, change in magnet strength and other elements which may have a safety or significant cost consideration, they will contact the Auditory Implant Programme for authorisation and we may ask you to visit the department.
Cochlear posts replacement processors the next working day so that you are without your processor for as little time as possible.
Links
Cochlear
User guides / manuals
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 runs a repairs and spares service direct to your home which includes a 'Swap & Go' service where items in need of repair are collected from you at the time of delivery.
However, before you contact us or MED-EL, 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.
MED-EL HearPeers
MED-EL HearPeers is an online forum run by hearing implant users for hearing implant users. The community is happy to help and answer questions.
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 or Oticon Medical, 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.
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.
Processor repairs
When you post 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 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, 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.
Lost processor(s)
Please take good care of your / your child's processor(s). Each processor costs around £5000 - £7000 to replace.
We can supply you or your child with a number of different options designed to help keep your processor secure and in place.
These include snugfits, plastic loops, clips and double-sided tape. They are used by all age ranges from children through to adults.
What to do if you / your child lose/s a processor
Firstly, please look for it!
Remember the magnet can stick to metal under chairs, behind radiators, on swing frames or on supermarket trolleys.
Many manufacturers now have a feature on the app which allows you to track the last known location of the processor so we may ask you to do this.
If you have really lost the processor, please contact us.
Temporary loan
Let us know as soon as possible. We will temporarily replace your lost processor with one of our loan processors. This may be an older model or different colour depending on what we have available at the time. You may need to come for an appointment to have this fitted.
Police reference number
If you can't find your processor, you will need to tell the police and get a police reference number. This means that the processor will be returned to you if it is handed in to the police.
We can give you a letter to show the police, requesting a police reference number.
Administration fee for adult users
There is a charge of £110 for each processor lost for adult cochlear implant users. This does not cover the cost of replacing a processor. However, it helps cover our administration costs for ordering and fitting a replacement processor.
There are exceptions - we do not charge users who:
- are under 18 years old when the processor was lost
- receive PIP, employment support allowance or pension credits
- lose their processor while in hospital or a care home.
We will send you a form to complete, stating that you agree to the payment, and the hospital Finance Department will take the payment.
Replacement processor
Once we receive the police reference number and administration fee (if applicable), we will order a replacement processor for you.
It will be the same type as the lost processor, not a newer model.
Loss of a processor, and how that affects upgrades
All processors must be used for five years before we are able to upgrade them to a newer model (if an improved model is available).
So, if a processor is lost after three years and replaced with the same model, the clock will start again, and you / your child may need to wait another five years until an upgrade is provided.
Last reviewed:15 September 2023