BT Synergy 6500 Handset display problem

[eastendr]

Some time ago I bought a triple set of BT Synergy 6500 handsets. Within 4 days a handset display had changed to a white background with a blue bar across the bottom. The display lettering shows some random characters from an extended character set, followed by the number of the handset.

Turning off and on again, the display shows the letter 'Y' for a couple of seconds and then reverts to the previous corrupted display. After another two days a second handset developed identical symptoms.

I contacted the retailer (online) and they sent me a full replacement set of base station and three handsets and asked me to return the original base and three handsets (excellent service). When they arrived I packed the first set for return and set up the new base and 3 handsets.

Before I could return the first faulty set (2 faulty handsets out of 3), one of the replacement handsets developed the same fault!

I unpacked the originals and substituted the one working (original) handset for the faulty replacement handset. That was now 3 out of 6 handsets faulty with exactly the same fault.

Four days later the 4th handset developed the same fault ! Currently I have had 4 out of 6 handsets develop the same fault within a very short space of time.

Handset five will no longer communicate correctly (audio break-up) when more that 20 feet from the base station. This currently leaves me with only one handset out of 6 performing correctly.

Also, all handsets have, after a period of time, required to be switched off and on again before they will communicate with the base station ....

I have tried all configurations of the two base stations and handsets but the faults as detailed above remain.

I have tried swapping the batteries around and even replacing with new expensive replacement rechargable batteries (all batteries have charged correctly and maintained their charge within the handsets if left of the charger for a day). I have tried every kind of reset that I can think of but nothing solves the problem.

I see that someone has a listing on e-bay for 14 faulty synergy 6500 handsets. Of these 14, six would seem to have the exact same fault as mine! I am concluding that I can't be the only customer with the same faults occuring!

The specification of the phones is superb and when they work they are fantastic. However I have lost so much time entering caller details to match the caller ID numbers  etc. only to have the handset go faulty and also lost so many incoming calls due to the handsets losing communication with the base station (base station set to silent and handset for ringtone) that unless these problems can be resolved I cannot continue without changing back to my previous wireless handsets that have worked perefectly for the last couple of years, places exactly where the BT phones are (therefore proving there was no signal strength or interference problem withy the placements).

Has anyone else had this handset problem ?  Is there a way of resetting the handsets (key combination) ?

[dev947]

I just read your message re Synergy trio handsets. I have an almost identical problem with my 6500 trio. Both remote handsets have lost the 'Standby' screen i.e. the screens display only 'Synergy 2' and 'Synergy 3' respectively. They send

outgoing calls but do not receive incoming calls. The BT technician/helper I spoke to this morning told me immediately the handsets were faulty and must be returned - absolutely no hesitation or surprise, which leads me to believe this is not an uncommon fault (confirmed reading your message).

The remote handsets look identical to the handset in the main base unit which seems to be surviving. Maybe the problem is in the remote handsets chargers?

I am going to buy just one more handset (remote) and see if it survives. If it goes the same way as the other two it will be goodbye BT cordless telephones for me. Like you, my previous cordless was fine for several years - I only changed because I needed an answerphone facility.

[eastendr]

Just an update to my original post. I now have one remaining handset working (out of 6). I feel that the end is close and that the replacements will certainly NOT be from BT.

Another thing I forgot to include in my original post - the answer machine. When replaying messages, they are prefixed with a generated voice stating the date and time of the call. Unfortunately even that has a problem - it consistently gets the relationship between the date and day wrong, lagging the day name by one i.e. "message received on Sunday, 12th" when the 12th was a Monday. Oh well no surprises there.

I highly recommend that you DO NOT buy these handsets. Of all the handsets that I have had, there are by far the worst performing and most unreliable (nearly 100% now).

[Keith_Beddoe]

They are not made by BT, only marketed by them, although with new products, they do undergo field trials.

[eastendr]

In the case of these, field buriel (ground fill) would have been a better option ...

[Christopherpbell]

Hi,

Yes I have exactly the same problems as you.

I am now on my third set of phones.

The phones work perfectly for a day or two, then , in turn and randomly they loose communication with the base.

If you remove the handset from the cradle , place it back on, the communication locks on and the handset is ok for a short while.

I have no pieces of equipment near the base station or handsets , so nothing can be causing interference in the home.

I even disconnected my Wireless router, in case that was corrupting the communication. Nothing helps!.

When working, I love the phones, full of spec and straight forward to use.

I have missed so many calls.. I hear a phone ringing in another room and the one I go to pick up, has lost communication.

I purchased the quad set, they were not cheap.

I advise anyone thinking of buying a cordless set of phones NOT to buy the Synergy 6500.

BT`s customer service is appalling when you have issues of ANY kind.

I have had phone line issues for years and even had a new line installed  as I had had enough of incompetent service and a possible issue with the line entering my house. The problems continue.

BT seldom call you back when they promise and even their automated ringback fails to call you sometimes!.

The SMS service to keep you upto date with a fault progress etc, sounds great in theory , BUT on the many occasions I had faults on my line, I NEVER received an update by SMS!

The number`s to call BT, ALL divert you to the same automated message and you will be put through to India.

One option says .. `if you are unable to make or receive calls, press 1` . How could I be unable to make or receive calls when i am online making the cal!! ???

When you eventually speak to someone,  staff are overly polite and always say the same things ... scripted!,  on the whole they are unable to help with your query. They obviously have a script they work from and if your query is`nt on it, you stand no chance at all of a solution.

You can call BT ANY time of day or night and it`s guaranteed you will get a recorded message stating ` we are experiencing extremely heavy call volumes at the moment`

You are always advised to check the online `track my fault service`, which is seldom kept upto date.

 Apart from  nearly two weeks to repair a  fault, which I was assured would be rectified in three days, the headache and stress this company cause are disgusting.   I asked for some form of compensation and was offered  an amount, which quite frankly was insulting . I was told the  credit  could only be credited to my BT account, which already had a £60 credit balance on it , due to BT refusing to refund over payments, which they claimed themselves as they only allow you to pay by direct debit and not standing order. If you want to pay by cash, you are charged for the privilege. Having  been with BT  since 1975 ( now 2012) , its all quite shocking.

BT, they should not be allowed to get away with all of this. Appalling