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Service & Support Frequently Asked Questions

Advanced Bionics is here to help you each and every step of the way on your journey to hearing. From online resources to our caring and informed customer service team, you can always count on AB.

What follows are some of the most frequently asked questions regarding service and support. If you don’t find the answer to your question, contact AB Customer Service for assistance.

Services to Support You


AB’s customer service experts are well equipped to address your needs and continually meet your expectations with a wide range of important services, including:

  • Answer questions on hearing and cochlear implant technology
  • Find a cochlear implant clinic near you
  • Send you information
  • Put you in touch with helpful associations and organisations, such as the BEA
  • Provide phone support
  • Troubleshoot technical issues

 

How do I contact AB Customer Service?

There are two easy ways to contact AB Customer Service:

Call: +44 (0) 1223 847 888

Email: info.uk@AdvancedBionics.com

 


How do I place an order for AB products?

Please contact Advanced Bionics Customer Service, and they will direct you to an AB certified retail partner.

AB certified retail partners are hearing healthcare professionals with specialised product knowledge and high levels of customer service, meaning they are able to deliver the professional expertise and aftercare required for cochlear implant users.

 


Can I have an MRI scan with an AB HiRes 90K™ cochlear implant?

Yes. The HiRes 90K is designed with a removable magnet to allow for MRI scans. The HiRes 90K is MRI safe at 0.3 Tesla and at 1.5 Tesla; MRI safety at higher energy levels has not been tested. The magnet must be surgically removed before the patient undergoes an MRI procedure. Patients must also remove their sound processor and headpiece before entering a room where an MRI scanner is located.

For additional information regarding the use of an MRI scanner with a HiRes 90k device, please contact Advanced Bionics.


Can I travel by plane with my cochlear implant?

Yes. Advanced Bionics has provided this information to make your journey easier. Bon voyage! 


Do I have to turn my sound processor off when the flight crew directs all electrical/digital devices to be turned off prior to takeoff and landing?

No. The Federal Aviation Authority (FAA) has confirmed that Advanced Bionics cochlear implant recipients are EXEMPT from powering off their sound processors when instructions are given to turn off mobile phones, music players, or any electrical/digital device with an on/off switch. The FAA includes cochlear implants in the Hearing Aid category, exempting them from the requirement to be switched off. 


Do I have to remove my sound processor when going through airport security?

No.  Metal detectors and security scanners should not damage the implant or sound processor. However, cochlear implant recipients passing through security metal detectors and scanners may activate the alarm. It is advised that patients carry their “Patient Emergency Identification Card” with them at all times. Cochlear implant recipients also might hear a distorted sound caused by the magnetic field around the security scanner door or hand-held scanning wand. Turning the sound processor volume down before passing through security screening will ensure that those sounds, if they occur, are not too loud or uncomfortable. Cochlear implant recipients may request a full-body pat-down with visual and physical inspection of the sound processor in place of the standard metal detector or scanner with x-ray procedure. 


Should I send the processor through the x-ray machine?

X-ray machines will not damage the sound processor; however, x-ray machines have the potential to damage the microphones used in most cochlear implant systems and hearing aids. As a precaution, avoid placing these items in cargo luggage or carry-on luggage that are screened with x-ray machines. During airport security screening, the processor T-Mic™, and any spare parts carried should either be worn through the metal detector/scanner or examined by hand. 


Can I travel on planes with my rechargeable batteries?

Yes. The US Department of Transportation (DOT) regulations on passengers traveling with lithium batteries can be found at safetravel.dot.gov. Per the regulations, passengers may not carry spare lithium batteries in checked luggage unless they are within a portable electronic device. However, any number of spare lithium batteries are allowed in carry-on baggage if they do not individually exceed 8 grams (~100 Watt hours) of equivalent lithium content.

All Advanced Bionics lithium-ion rechargeable batteries (PowerCel™ Slim, PowerCel Plus and PSP/S-Series™ batteries) have equivalent lithium content weighing less than 1g each, which falls well within the 8g limit.

When travelling, protect the battery terminals by using the blue plastic PSP/S-Series battery cover or the Harmony PowerCel battery pouches. For Naída CI PowerCel batteries, use PowerCel plastic covers or a sealable plastic bag. 


What is the BEA, and what services does it offer?

The Bionic Ear Association is a support network dedicated to improving the quality of life of individuals with severe-to-profound hearing loss. Their mission is to improve the quality of life of persons impacted by hearing loss through education, awareness, mentoring, and support pertaining to cochlear implants. The BEA is a network of volunteer cochlear implant recipients and parents and relatives of cochlear implant recipients. tTheir services are available to help you Hear and Be Heard.

 


How can I get a Patient Emergency Identification Card?

If you do not have the identification card provided when you first received your cochlear implant, a replacement can be ordered by contacting Advanced Bionics Customer Service.

Call: +44 (0) 1223 847 888

Email: info.uk@AdvancedBionics.com

 


Thank you for contacting us to assist with your hearing solutions. Count on us—to help you Hear and Be Heard™. A representative from Advanced Bionics will be in touch soon!

If your request needs immediate attention or you have additional questions, please contact info.uk@AdvancedBionics.com.

Contact Advanced Bionics


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Customer Service

Phone:  +44 (0) 1223 847 888