Droid Turbo bluetooth disconnects from bluetooth headset.

[David95238]

Hello, I upgraded to the droid Turbo from the Maxx about two months ago and ever since I upgraded from the maxx to the turbo my bluetooth Sennheiser MB Pro 1 UC ML headset disconnects during conversation. (http://en-us.sennheiser.com/mb-pro-1-uc-ml-and-mb-pro-2-uc-ml) I work at a nonprofit that serves homeless Veterans and so oftentimes I am listening to their situations and suddenly I just don't hear them anymore on my bluetooth headset.  I then have to pick up the droid turbo and manually switch to speaker or headset but by then I have missed important parts of their situation and most times, by the time I get them back they are saying "hello? hello?"  I have been struggling with this disconnect isue for two months now and so many interuppted calls.  I ordered a new replacement headset from Sennheiser thinking it was the headset and the new one arrived last week.  I paird the new Sennheiser headset (same model) and it cut out during a conversation with our executive director and I had to scramble to put her back on speaker phone.  Since this never happened with the droid maxx, only started happening with the turbo, still occurs after a factory rest with the turbo and is the same issue with two headsets, I believe it is the phone.  Does anyboy else have blue tooth connectivity issues with the turbo and if so, please help. Bluetooh is vital for the job I do and it has been so unbelievabley hard the past two months ever since I upgraded from the maxx to the turbo for this bluetooth connectivity issue.

[MiiHere]

Haha. Well that was nice of her!

I don't see a reason why they wouldn't be compatible.

Have you tried your phones Bluetooth with any other devices? A speaker perhaps?

[David95238]

Yes.  The phone does not disconnect in my car Bluetooth and I just played the game for nearly 15 minutes and there was no disconnect.  For some reason, the disconnect only occurs when I use the headset and when I'm talking to a person

[David95238]

I don't know if this is something the new droid turbo update would fix or if I should perhaps see if based on this occurance I could exchange the turbo at Verizon

[vzw_customer_support]

Thanks for all of your efforts and the fantastic details, David95238. I've passed on all the details to our testing team to work directly with Motorola and Sennheiser to investigate a bit further. While I work with this great research team, please unpair/forget all devices from the phone as well as any other devices that may be connected to the headset (so if you still have your old Maxx handy, unpair the headset from there too). Then only pair the Turbo to the new headset.

JenniferH_VZW

Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[David95238]

Ok, I no longer have the droid maxx so I will unpair/forget all devices from the turbo and wait to hear, thank you. Please let me know how it turns out as I am the program and outreach manager for a nonprofit that serves homeless veterans and am constantly on the phone with families in crisis so the nature and traveling of my work prohibits me from using the speaker and I cannot type accurately while trying to hold the phone to my ear.  Thus, until it gets fixed, I am holding my flat phone to my shoulder while trying to type urgent situations.  Thanks again so much, hope to hear soon, or at least get ideas on suitable replacements with one earpiece and a boom similar to the MB Pro 1 that would work with the turbo.

[MiiHere]

It might take awhile for them to get in touch, you could get a cheap set of earbuds with a mic to use. On amazon a pair is usually only $10, but then again your new phone might have come with earbuds that have a mic. Not the best quality, but much better than needing to go see the chiropractor after work each day.

[David95238]

At this point, I can tell you that Robert, the tech from Verizon is the man.  After talking with Robert and trouble shooting some options Robert instructed me to turn off the HD Voice on the droid Turbo as it appeared that the Sennheiser MB Pro 1 UC ML (Sennheiser MB Pro 1 ML & MB Pro 2 ML - Bluetooth Business Headset for Phones, Tablets, Mobile Phones) also had HD Voice which may in some way be interfering with the Droid Turbo HD Voice, causing loss of connection during call.

I have since turned off the HD Voice on the turbo and my headset has not cut out in the past 20 to 25 minutes I have been on it.

The one thing though is that unless Sennheiser does a firmware update making the headset compatible with the Droid Turbo, I must toggle the HD voice on and off on the phone if I want to use data while talking.  This could be tough for me as I work with homeless Veterans and sometimes I drive to their location using GPS and must field calls in between to receive updates on their situation.  Thus, I must now toggle the hd voice on and off whenever I am using the headset which is going to be a chronic inconvenience unless Senheiser does a firmware update.

Otherwise, Robert, you are outstanding and thank you for your professional support.

[MiiHere]

When you say HD Voice, are you turning off advanced calling?

[David95238]

Yes, my apologies, on the droid turbo, when I go to settings, advanced calling, and turn off advanced calling, the Senheiser MB Pro 1 UC ML headset did not disconnect after nearly 30 minutes.  I will continue to test it throughout the week and post if it disconnects but as of right now, this is the longest I have spoken on the headset without it disconnecting.

If this remains successful the technique is merely a workaround as I will have to toggle advanced calling 'off' while using the headset and toggle advanced calling 'on' while driving in order to use the GPS and field calls.  If a firmware update is not provided which will allow me to use the Bluetooth headset with advanced calling 'on' I may end up migrating to a different headset brand as toggling advanced calling 'on' to use the headset and toggling it 'off'' to drive my car using the gps and field calls will ultimately prove to be quite cumbersome.

[MiiHere]

Excellent news.

In regards to making phone calls and using data, the newer phones require advanced calling to be activated to do that. On older models, Lg G2 and S5 for example, you're able to do both without advanced calling. This is just how Verizon is.

[David95238]

I appreciate that so much MiiHere, both you and Robert have been excellent in assisting me with this matter and I will be sure to give a very positive review on the Verizon survey.  So far, this experience has been OUTSTANDING and I cannot thank you both enough.

[MiiHere]

No problem. Glad it was a simple fix, thanks for humoring all the questions in order to rule out some things.

[David95238]

I wanted to check in with Mii Here and Robert.  We had discussed turning off the advanced calling so I could use the sennheiser Bluetooth and I wanted to say that despite our workaround the connection continued to be lost even with the advanced calling off.

I received a replacement phone from Verizon yesterday and now the battery does not appear to charge when I plug in the original droid turbo charger.  The icon does not appear to show the 'lightening bolt'.  I updated the replacement with lollipop and when I plugged it in overnight last night I woke up and it says my battery is 90% after an overnight charge.

Is my replacement unit defective?!  I waited awhile for it and am getting pretty exhausted of my phone issues even though I have been a loyal fan of the droid line and Verizon... 

[MiiHere]

Unfortunately replacement phones are refurbished phones so they are not without their own issues as well. Typically if you find a problem with a replacement, they will send you out another, and another and another...i once went through around 6 or 7 of them.

Are you able to remove the battery on your phone? If so, do that and then plug it in and see if it powers up; it's how I would test say a faulty laptop battery.

I doubt it is the battery though so my suggestion is to once again get a replacement. I know, not what you wanted to hear.

[bsprout3]

Was this issue ever resolved?  I'm having the same issue.  I have a Droid Turbo as well.  I thought it was the headset.  I previously used the LG HBS-700.  I ended up getting a NOA Bluetooth headset and it does the same thing.  I listen to podcasts all day long and it never cuts out.  If I'm talking to someone it cuts out all the time.  Would really like to get this resolved.   Thank you...