problems streaming calls from Moto G13 to Ambio S hearing aids

roytom2

I have NHS hearing aids - GN Resound Ambio S 98 (high power). These are Bluetooth that connect to a smartphone to be used with mobile voice calls etc.

I have a new Moto g13 phone on Android 13 (security patch 5 April 2024) that connects to these aids via Bluetooth but voice calls can't be heard on the aids. Yet, phone sounds like incoming call ringing, phone warning tones/alerts etc and YouTube vids play with sound on the hearing aids perfectly.
I've installed the GN BeMore phone app that controls the hearing aid's functionality and adjusted all the permissions possible for it in the phone's settings (Settings>Apps>BeMore>Permissions).
There is even a setting inside the phone app itself [3 vertical dots] >Settings>Accessibility>Hearing aids "turn on hearing aid compatibility" I've turned that on but it still doesn't stream voice calls via Bluetooth to the hearing aids.
Inside the BeMore app My BeMore there's a reference to Direct Audio Streaming (DAS) which clearly states that the hearing aids it is connected to support DAS.
Everything on the phone has been completely updated as has the hearing aid software too.
I've been advised others have got this phone to work with the Ambio S hearing aids so it is definitely possible.

I'm baffles as to why only voice calls cannot be heard? Everything else is working.

Any ideas?

basill

Check phone calls are selected as well as media sounds.  Settings, connected devices, bluetooth, press the cog for settings next to each hearing aid entry. You may see more than one entry for the aids, check them all, one will have the media and phone settings available.
If that setting is unavailable forget the connections, restart the phone and pair the aids again.

roytom2

Thanks for the input but it still doesn’t work. 

Here’s a screenshot from the GN Resound BeMore app on the phone.

PHK

Please can you give a screenshot of the phone’s Bluetooth settings for the hearing aids? 

The one that shows which services are active. 

roytom2

This is as far as it goes. There’s no further information to be seen.

basill

I would try forgetting all entries in the bluetooth settings for the aids and clear the aids from the app or temporarily delete it.  Switch off the aids, restart the phone and pair the aids to the phone from the phone's bluetooth connected devices menu.  say yes to all the connection prompts left and right.  My NHS aids are not the same model as yours but the right one seems to be the master and its settings look like this:
If you get it working go back to the app and add them there.

unforeseen

You need a phone clip + to get a Moto phone to work with GN resound hearing aids

https://www.resound.com/en/help/compatibility

basill

unforeseen said:

You need a phone clip + to get a Moto phone to work with GN resound hearing aids

https://www.resound.com/en/help/compatibility

As our OP has got media sound working already I hope it is just a setting.

unforeseen

basill said:

unforeseen said:

You need a phone clip + to get a Moto phone to work with GN resound hearing aids

https://www.resound.com/en/help/compatibility

As our OP has got media sound working already I hope it is just a setting.

Unfortunately it's not, full functionality only comes with a phone clip+ as per the compatibility list. I've had resound hearing aids for 3 years and it's the only way the will work with my Moto.
There is also another post on here of an op with exactly the same problem

roytom2

Thanks for all the tips.
It’s odd that audio streaming works but mobile phone voice calls do not. It’s even stranger that the BeMore app specifically states that the phone & hearing aids support DAS including voice calls whereas no one can get it to work on my hearing aids. This is simply because the suggestions are for different hearing aids.
A friend with a Moto g13 came round today with different hearing aids and we couldn’t get voice calls to work on them either.
I’ll contact GN Resound about the phone clip and await their response.

unforeseen

As they are NHS supplied contact your audiology department to get them to issue you one. 
There was another thread recently with this problem and the OP got his audiology dept to provide one.