All troubleshooting tips for your Nucleus® 6
Sound Processor

End of support. After March 31st 2023, you will no longer be able to purchase parts and accessories for all Nucleus® 6 Sound Processor and Cochlear will no longer be able to repair out-of-warranty sound processors. For more information, visit our End of support, information page.

How to upgrade to the Nucleus 8 Sound Processor.

Updated 11 August 2022

My battery doesn't last as long as expected, even when it's fully charged.

Updated 14 March 2018Nucleus® 6Power and batteries

My sound processor won't turn on.

Updated 14 March 2018Nucleus® 6Power and batteries

My sound processor won't turn off.

Updated 14 March 2018Nucleus® 6Power and batteries

My sound processor switches on or off by itself.

Updated 14 March 2018Nucleus® 6Power and batteries

The sound quality from my sound processor is poor, distorted or abnormal.

Updated 14 March 2018Nucleus® 6Sound

I cannot hear any sound when I turn on my sound processor.

Updated 14 March 2018Nucleus® 6Sound

The sound on my sound processor is too quiet or muffled.

Updated 14 March 2018Nucleus® 6Sound

The sound from my sound processor comes on and off.

Updated 14 March 2018Nucleus® 6Sound

The buttons on my sound processor don't respond as they should.

Updated 14 March 2018Nucleus® 6Usage and care

Plug-in accessories fall off my sound processor because connections are too loose.

Updated 14 March 2018Nucleus® 6Usage and care

I have lost my sound processor.

Updated 14 March 2018Nucleus® 6Usage and care

I have accidentally damaged my sound processor.

Updated 14 March 2018Nucleus® 6Usage and care

I want to return a sound processor I have on loan.

Updated 14 March 2018Nucleus® 6Usage and care

I can't hear sound from an audio accessory with a cable.

Updated 14 March 2018Nucleus® 6Accessories

I can't hear sound with a wireless accessory.

Updated 14 March 2018Nucleus® 6Accessories

The indicator light on my battery charger is flashing orange.

Updated 14 March 2018Nucleus® 6Accessories

The indicator light on the battery charger shows a fully charged battery is still charging.

Updated 14 March 2018Nucleus® 6Accessories

Browse articles based on topics

power_purple.svg

Power and batteries

I'm having trouble with the power
sound_purple.svg

Sound

Things don't sound right
usage_purple.svg

Usage and care

My device is lost or damaged
accessory_purple.svg

Accessories

I need help with my accessory

Need more help ?

Get in touch with a member of our customer support team. We're available from 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday for telephone enquiries as well as 8:00am - 5:00pm MDT Monday to Friday for chat enquiries. Choose phone or chat and we'll take it from there.

Offline
nh-customer-support@2x.png

Talk on the phone

We're here to help. Call now to speak with a customer support team member.

Offline
nh-chat@2x.png

Chat online

Let's get your issue resolved. Chat with one of our customer support team members now.

nh-repair@2x.png

Submit your sound processor for repair

Log in, confirm your details and we'll organize your repair.

After hours? Make an online inquiry and we'll get back to you

Make an online inquiry
customer-service@2x.png

You don't have access to this service.

If you want to send in a device for repair, call our customer support team on 877-651-7001.

Close this window
construction@2x.png

We're still working on providing troubleshooting for some devices.

We are available 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. For after hours support, make an online inquiry and a member of our customer support team will get back to you.