FAQ/If a problem occurs ...

Current list of frequently asked questions (FAQ)

Visit the HD 350BT product page at

There you will find a current list of frequently asked questions (FAQ) and suggested solutions.

Your question has not been answered or the problem persists?

If a problem occurs that is not listed in the FAQ section or if the problem cannot be solved with the proposed solutions, please contact your Sonova Consumer Hearing partner for assistance.

To find a Sonova Consumer Hearing partner in your country, search at www.sennheiser-hearing.com/service-support.

Leaving the Bluetooth transmission range

Wireless calling and streaming are only possible in the Bluetooth transmission range of your smartphone. The transmission range largely depends on environmental conditions such as wall thickness, wall composition etc. With a free line of sight, the transmission range of most smartphones and Bluetooth devices is up to 10 meters.

If you, and therefore the headphones, leave the Bluetooth transmission range of the smartphone, the sound quality deteriorates increasingly until you hear the voice prompt “Lost connection” and the connection breaks down completely. If you immediately re-enter the Bluetooth transmission range, the connection is automatically re-established.

Resetting the headphones

If the function of the headphones is disturbed, perform a reset. Individual settings such as the pairing settings are not deleted.

1.Connect the USB-C cable to the headphones and make sure that the headphones are being charged (> Charging the headphones' rechargeable battery).

2.Simultaneously press and hold the one/off button and the rear part of the volume button (Volume +) for at least 5 seconds.

The reset is completed. Continue to use the headphones as normal.

Deleting the Bluetooth pairing list of the headphones

1.Switch off the headphones (press and hold the on/off button for 2 seconds) and then start pairing mode (press and hold the on/off button for 4 seconds) (> Switching the headphones off and Pairing the headphones with a Bluetooth device).

2.Simultaneously press and hold the on/off button and the 3-way multi-function button for 3 seconds.

The LED on the headphones flashes purple 3x. The pairing list is deleted. The headphones then stay in Bluetooth pairing mode.