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Hi Richard, thanks for reaching out. Can you confirm if your Surface is running the latest version of Windows 11 and all Bluetooth and audio drivers are up to date?
Oticon hearing aids that use Bluetooth LE Audio need Windows 11 version 22H2 or later to connect properly. Try removing the hearing aids from your Bluetooth list, restart your laptop, then pair them again under Settings > Bluetooth & devices > Add device > Bluetooth. If they still show as “Not connected,” Windows might not yet support direct audio streaming for your model, and you may need to connect through the Oticon Companion app or an approved adapter.