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Controllers paired, but not showing up on headset

Level 2

My son’s controllers will pair to his headset, but do not show up on headset. We have un-paired and re-paired both controllers, changed the batteries, and done a factory reset. I’ve contacted Meta three times about this, but I’m getting nowhere with them. I keep getting disconnected from chat and cannot get a return email. Has anyone else had this issue? Or does anyone have any ideas of who I can contact to fix this? I bought a protection plan for it, but they won’t let me file a claim because it’s been less than a year. They are making me contact manufacturer first. Thank you!