Brand new Beatsx 2018 not working

Nathanw8897 — Wed, 07 Oct 2020 21:35:45 GMT

I recently upgraded my phone contract, and recieved a pair of Beatsx 2018 as a promotional gift.

They arrived in the post today and straight out of the box are not working. I left them to fully charge and then tried to pair them to my phone through the Android Beats app. However the headphones are completely unresponsive. Although the power indicator light works when the headphones are plugged in, it doesn't light up at all when I press the power button when the headphones are unplugged, meaning it's impossible to actually pair them as they do not connect via the app, or even show up in the bluetooth menu of my phone. I've also tried resetting them by holding down the power and volume down buttons for 10 seconds like I've seen people recommend online but nothing happens when I do that either.

As they were a promotional gift I have no idea whether they're covered by any kind of warranty, or what I'm supposed to do to fix the issue, so any advice would be appreciated.

Thanks!

Re: Brand new Beatsx 2018 not working

Chris_B — Thu, 08 Oct 2020 07:23:41 GMT

@Nathanw8897 You’ll need to call customer services about this.

Re: Brand new Beatsx 2018 not working

Jon_K — Thu, 08 Oct 2020 07:23:44 GMT

Hi @Nathanw8897.

Welcome back to the community.

I'm sorry to hear that your gift isn't working.

I'd recommend contacting our Customer Care team about this, they will be able to help you further.

Let us know how you get on.

Jon

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