Customer Support

If you are having problems with getting your electric toothbrush to charge and run correctly after replacing the original battery with one of our replacements please take a look at the following tips.

  1. Make sure you have followed every step in the relevant guide on our website and re-fitted all the parts removed during repair.
  2. Sometimes when a new battery is fitted and the toothbrush is put on the charger it can take an hour or more before the toothbrush registers that is being charged, so the charge indicator might not show up immediately.
  3. Check the solder joints to ensure that there are no dry or broken solder joints and no short circuits or solder bridges on the circuit board. A soldering issue is usually the cause of charging problems and it is essential that you get a good electrical connection otherwise the battery will not charge. Some customers try to fit the battery without soldering so if you have left the old solder tags connected and tried to push-fit the new battery against them this will result in a high resistance connection which will affect the sensitive electronics of the brush. Getting a good solder connection to the battery is essential.
  4. The copper wires from the charging coil inside the bottom of the toothbrush handle can easily and almost invisibly break so check that these are all fully intact and connected. There is a weak point where the wires are soldered to the circuit board so check carefully here. Sometimes with just one wire broken the toothbrush will appear to be charging but it won’t be recharging the battery.
  5. Some toothbrushes, including the Braun Oral-B Triumph models, have a built-in self-calibrating battery meter which gets confused when the battery is replaced. The battery meter will show as ’empty’ even after a full charge and just a few minutes of use. This is because it is still calibrated to the old battery. Switch on your brush and leave it running constantly until the battery is completely exhausted and the motor comes to a halt. Then recharge the brush for 24 hours. Then leave it running constantly until the battery is completely exhausted again. The brush should now charge and run correctly.
  6. Certain newer models including some Triumph v2 brushes seem to have an electronic cut-off which gets confused when the battery is replaced. The cut-off will think that the battery is empty even after a full charge and just a few minutes of use. Switch on your brush and leave it running constantly until the cut-off activates. Then put the brush on to charge for 10 seconds. Then leave it running constantly until the cut-off activates again. Keep trying this cycle of charging for 10 seconds then running until the battery is truly empty. Recharge the toothbrush for 24 hours and the brush should now run correctly.

If you have any questions please post them on our dedicated Customer Support blog page here or contact us.

30 thoughts on “Customer Support

  1. Dear Sirs,
    I’d need to buy 1 piece of the “NiMH 42mm x 14mm Braun Toothbrush Battery”: I’m located in Italy, Milan area, and I’d like to know what is the total price (including shipping) for this item and how long, approximately, it would take to be delivered.

    Thanks in advance.

    Best regards
    L.Culivicchi

    1. Salve, The price for shipping one battery to Italy is 2 GBP, so add this to the price of the battery to get the total amount payable. Shipping to Italy by Airmail normally takes 10 to 21 days.

  2. How do I replace battery in a oral-B BRAUN 3745 ?

    1. Hi Daniel, The type 3745 is covered in our Triumph v1 guide. See our list of toothbrush battery replacement guides.

  3. Hi,

    Are the prices including VAT? If so, do you take it off for non EU orders?

    Thanks

    1. Hi Adrian, no VAT is charged on any orders as we are small enough to be exempt from charging it. Therefore there is no further discount for non-EU orders.

  4. Great write up.. I replace my battery with minimal issues. On thing i did run into is when I replaced the Spring with the plastic grommet.
    I notice two stainless steel “wires” running on either side of the plastic grommet running thru the housing to the PCB on the other side. i needed to wiggle the wires to get the motor to run.

    the motor would only run when i depressed the motor against it’s housing. A little debugging and i notice that the ss wires are some sort of a kill switch for the motor.

    Any idea what these are for ?

    thanks

    1. Is this a Triumph v2 toothbrush? Those metal strips are the power connections for the motor. Make sure the solder connections are intact both on the motor and on the PCB.

  5. Hi there!
    I’d like to order a battery for a Sonicare Diamondclean to be delivered to Germany. However, once I proceed to checkout, shipping is calculated as £50 (?!). A letter from UK to Germany usually costs like £1.50 and arrives in a couple of days, haha.
    Unfortunately I can’t check out unless I pay shipping (which currently is £50), so I just wanted to see what’s going on there.
    Thank you very much!

    1. Hi Chris, due to shipping restrictions for lithium batteries we can only send these batteries cheaply within the UK. For international shipping we need to use a specialist courier, hence the high shipping cost.
      Try this eBay seller instead.

  6. Ordered a battery on January 11. Received it today January 17. Thats fast shipping to the USA.
    Thank you for a job well done. Will be buying from you again.
    John

  7. HI I HAVE A ORAL -B ELICTRIC TOOTHBRUSH MODEL 3738 NOT SURE WHICH BATTERY TO BUY CAN YOU PLS ADVISE
    THKS

    1. The Type 3738 was fitted with one of two different sizes so use our Triumph v1 repair guide to help you open the toothbrush to check.

  8. could you please tell me where I can find a repair manual for my Braun 3766 electric toothbrush. On your website you only cover the 3765 brush.
    Kind Regards,
    Ron Byfield.

    1. Hi Ron, you can use the 3754 guide for help in opening up your Type 3766. The battery is different, however. You will need a Li-ion replacement battery as available in our secure shop here.

      1. Thank you for the information regarding the correct guide (3754) for my Type 3766 Oral B electric toothbrush.
        Kind Regards, Ron

        1. You’re welcome Ron. Don’t forget that the battery in your Braun type 3766 is a Li-ion 3.7V not a Ni-MH 1.2V!

  9. The battery is fully charged, but my triumph oral b does not switch on. I removed the housing and applied power directly to the motor and it works. Tried a new battery, same problem. Is it the switch or pressure sensing system?

    1. There could be water damage/deposits/corrosion on the PCB causing the problem, or the switch might be faulty.

  10. My daughter brought 1 Screwdriver and 1 Battery (Ni-MH) for my Oral-B Triumph v1 model
    3738 from you last month. The new battery can be charged fully after replacement but will
    drain out to empty within 18 hours even without use it. I have followed all your advices in the forum . Any comment will be highly appreciated.
    Best regards.
    Jong

    1. Hi Jong, I have sent you an email requesting some further details.

      1. Thank you very much for your prompt reply. I will check my mail later.

        Thanks again for your professional service.

  11. V2 Triumph professional care 3762 -I accidentally damaged the ceramic capacitor across the motor. Any recommendations? Couldn’t get any markings details to buy similar replacement .
    Thanks in advance .

    1. The motor capacitor on a V2 Triumph we have here is marked either 223 AJH or 223 RJH. 223 will be the capacity (22000) though I’m not sure what the unit scale is – uF, nF, pF, etc.

  12. Looking for directions to replace the battery in the Sonicare HX6250 model. The battery does not look like the other two replacement guides and so I’m not completely sure what solder points I should use (I can guess but I’d like to be sure). Can you advise?

    Thanks

    1. Hi Matt, the battery for the Sonicare HX6250 and other HX6200 toothbrushes is available from us here. We have no instruction guide available yet but they open in a similar way to the Sonicare DiamondClean brushes. It sounds like you’ve got it open already anyway!

      1. Yep, I have it open already. I just want to make sure what solder points I should be doing. Are they directly across from the end of the battery?

        Thanks,
        Matt

        1. There should be two metal solder tags connecting one end of the battery pack to the PCB. They will extend from the battery pack through the battery holder, through holes in the PCB. These are the two solder points to desolder from the PCB. Make a note of the battery polarity before disconnecting (+/-) and which tag goes to which hole in the PCB. Mark this on the PCB. You can take digital photos to help remember too.

  13. I have a problem with my Oral-B Triumph 3762 after replacement the battery it lost connection with Smart Guide. The brush recharges and works (a little, maybe need some battery-meter recalibration) properly but Smart Guide don’t any responce. How to repair wireless?

    1. Hi Kirill, you might need to re-enable the radio function on the toothbrush itself, or you might just need to re-synchronize the Smart Guide with your toothbrush. Synchronizing instructions are on our Oral B Smart Guide versions page.
      For the Triumph Type 3762 toothbrush you can deactivate or reactivate radio transmission by simultaneously pressing the on/off and mode button for 3 seconds until the radio transmission LED turns off or on in the handle (where it says ‘SMART GUIDE’).

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