If the replacement brush head is not moving, and the toothbrush is definitely switched on (because you can hear it), the first thing to do is try another replacement brush head. This rules out that the brush head itself is the issue.
Next, have a look at the metal shaft under the brush head. When the toothbrush is switched on, does it move? It should spin around in a circle. If it does not, there may be something amiss with the handle.
In that case, we’d recommend making use of your two-year manufacturer’s warranty on your Oral-B electric toothbrush. To do this, it’s best to use our Online Repair Service. You’ll be able to enter your contact details, and the details of the toothbrush itself, to get your toothbrush booked in for repair. You’ll then be emailed a pre-paid, pre-addressed shipping label, and a tracking number you can use to keep track of your repair. Note that you’ll need a copy of your receipt for this to be an option.
If you don’t have a receipt, we may still be able to help with this. Let us know by emailing us on our website.
If you’ve had the toothbrush for longer than two years, it’ll be out of warranty. However, our Service Center may still be able to help. We would recommend contacting them by phone or email before sending in your toothbrush, as they’ll be able to advise you what the best course of action will be.