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Was it working for him before this or is this a new to him bike and has not used the intercom with headsets?

It might be the connections under the shelter Tupperware are loose, disconnected, pinched wire or dirty. Inspect closely. Start by checking all the connectors that they are clean, use electrical contact cleaner, disconnect, spray in and connect/disconnect a few times, respray too and blow out with compressed air. Sometimes people are not capable of working on things requiring thinking and using tools.
 
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