iPhone Accessories

iPhone 6s iOS 13.3.1 and PowerBeats Pro EarPods will not stay paired or play sound

Dear Support,

I bought my wife a pair of PowerBeats Pro bluetooth EarPods for her to use at the gym with her iPhone 6s. The official seller told me they worked fine with the iPhone 6S iOS 13.3.1.

Checked the Beats website and also confirmed this was true (checked the compatibility). Its states they will work with any apple device with at leats iOS 12 installed.

Once home tried to pair the pods to her iPhone 6S with iOS 13.3.1, and the pods will not stay paired and when they do, they do not transmit any sound.

At best, we have been able to hear less than 1 second of sound from Spotify in her phone with the pods. After that, the sound cuts, they give the disconnect tone, and then reconnect again, but no sound afterwards.

To check it wasn't some issue with the song, we cycled through the playlist streaming, and checked using local (downloaded) playlists. The results is the same.

I checked the website and followed the unpairing/forget process tutorials, the reset bluetooth process on phone apple and beats tutorial on the support articles, rebooted the phone, etc. All the online support articles have been read and tested before this post.

Finally after some searching on the Beats online support, I found and article stating you may need to update the pods software, so I followed all the instructions and updated their software.

Unpaired the pods, paired them again, and still no solution whatsoever.

The pods will not produce sound and will constantly unpair and pair again (the tone for pairing and unpairing is heard) from the iPhone 6S, with iOS 13.3.1.

To test if it was a Bluetooth malfunction on the phone (hardware or firmware compatibility), I performed connection tests to other apple products at home, the result was this:

Her iPhone 6s iOS 13.3.1 will pair effortlessly with her Mac book air 13 (late 2015, Catalina OS, latest) and works (hear music, use built in micro);

Her iPhone 6s iOS 13.3.1 pairs effortlessly with her Apple Watch 5th Generation and works (hear music, use built in micro);

Her iPhone 6s iOS 13.3.1 pairs effortlessly with my MacBook Pro Retina 15.4 inch also running Catalina (latest) and works (hear music, use micro)

Her iPhone 6s iOS 13.3.1 pairs effortlessly my iPhone XR (latest iOS);

Her iPhone 6s iOS 13.3.1 pairs effortlessly with a Sony Sound-bar via Bluetooth and is able to play music;

To further debug what was happening, I tried to pair the pods with other apple devices, with the following result:

Able to get them paired (and hear music, etc) with MacBook Air 13 (late 2015, Catalina OS, Latest version)

Able to get them paired (and hear music, etc) with MacBook Pro Retina 154.4 (Catalina OS, Latest version)

Able to get them paired (and hear music, etc) with iPhone XR (latest iOS).

So I'm stumped…. they only fail when used with the iPhone 6s and iOS 13.3.1

Could you please be so kind as to try and help me understand what is going on here? Is it a bug in your Software Apple iPhone 6s running iOS 13.3.1 and (Apple owned) Beats PowerBeats Pro?

Thank you in advance.

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