Connectivity between soundsport wireless headphones and moto android phone

[Allie Mac]

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Bose product name Soundsport

Country UK

Firmware Version

App Version

What devices were you using that were affected and what version are they on Moto android phone - bluetooth version 4.2

Detailed description of the issue and steps to reproduce

When I use the headphones outside the house, connection is lost after a few minutes.  I have tried all the steps suggested by moto, including resetting apps, unpairing the device from the phone, forgetting the device and starting again and went as far as a factory reset.  However none of these steps have worked.

What environment do you experience the issue in? (e.g. noisy office, quiet kitchen, etc.)

When outside

When did you start to experience the issue? Did it work correctly previously?

The headphones have never worked correctly.

Any troubleshooting steps you took

I have followed all the Bose suggestions and all the Moto ones

[Vicky_W]

Hello Allie Mac,

Thanks for posting and welcome to the forums. 

I am sorry your SoundSport Wireless are not pairing with your Moto phone correctly. Is this just with the Moto or all Bluetooth devices?  Could you please try the following steps and let me know how you get on?

1. Go to btu.bose.com on a computer and update your headphones software.

2. Perform a product reset, to do this, turn off the headset and wait 30 seconds and then plug the headset into a wall outlet using a USB charger, then wait 5 seconds. After that unplug the USB cord from the headset and wait 1 minute once you have completed this turn the headset back on.

I look forward to hearing from you!