General Questions
What is the Starkey Phone Number?
800-328-8602
What is my Starkey account number?
"You may call Starkey at 800-328-8602 and they will be happy to assist you."
I am confused about how to stream bimodally.
Transfer to ATSS/RTSS. The ATSS/RTSS team can triage the issue.
What does bimodal streaming mean?
In the context of DualSync, "bimodal streaming" is streaming to both left and right sides simultaneously, with a hearing aid on one side and a cochlear implant on the other.
I have feedback to provide about DualSync.
"I will be happy to take that feedback and will ensure I relay it appropriately."
I have an issue with my patient’s HA order, a HA, comfort or fit, other?
Please reach out to Starkey at 800-328-8602 so they can assist you.
I would like to get one of these hearing aids. How?
Refer to CI audiologist – if they work with hearing aids, and if the location is convenient for the patient.
Refer to the location finder for Starkey https://locations.starkey.com.
True or False: DualSync is compatible with Android phones.
False. DualSync is only compatible with iPhones.
How do I (CAS) submit product feedback?
MED-EL staff are encouraged to submit customer feedback via our internal product feedback platform @ feedback.medel.com.
How do I order a compatible Starkey Hearing Aid if I am ordering for an existing MED-EL recipient?
- choose to call Starkey directly
- order through the Starkey store and select the MED-EL pricing agreement
Is there an additional cost for DualSync?
There is no fee for using DualSync technology. Compatible equipment is required.
(i.e., MED-EL SONNET 3 (or other audio processor with AudioStream), Starkey Edge AI or Genesis AI hearing aid, Apple iPhone.)
True or false: DualSync requires use of the AudioLink XT.
False. DualSync allows for direct bimodal streaming; no intermediate devices are required.
How do I (CAS) submit policy / business feedback?
Relay to Amanda Curits.
How do I order a compatible Starkey Hearing Aid if I am ordering at the time of a new CI system order?
- choose to call Starkey directly
- order through the Starkey store and select the MED-EL agreement
- click on the link in our order form for a fillable PDF, which you then submit to Starkey directly
True or false: Patients can exchange a non-compatible Starkey hearing aid for a compatible one.
False, there is no exchange program available.
What are the compatible Starkey hearing aid models?
Edge AI and Genesis AI.
True or false: if we (MED-EL) need to communicate with Starkey to transfer a call or work through an issue, we will provide only the minimal amount of information required to allow Starkey to assist with the question.
TRUE!
How do you (MED-EL) want to receive patient feedback?
Recipients/caregivers may submit feedback directly to MED-EL product developers within the AudioKey 3 app.
- Click the Gear/Settings icon at the bottom of the screen.
- Click Send Feedback.
- Enter feedback and Click Send.
Will insurance cover the cost of a Starkey hearing aid?
Coverage varies by individual policy. Patients should discuss this with their insurance provider and/or dispensing audiologist.
True or false: SONNET 2 and RONDO 3 require AudioStream to be compatible with DualSync.
True. Note: SONNET 3 does not require AudioStream.