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My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Tue, 23 Nov 2021 15:16:38 GMT

I bought a Gigaset E560 phone (Which Best Buy) to use with BT Digital Voice when told that switchover to Digital voice was imminent, but now that I have endured the switchover in the first week of November I am giving up trying to use Gigaset E560 because serious problems have appeared such as inability to make outgoing calls it - it does not seem compatible with BT Digital Voice! Has anyone else had a similar experience?

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

imjolly — Tue, 23 Nov 2021 15:23:10 GMT

have you connected the base/phone to the socket on the back of the SH2? you mat have to remove the sticker

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Tue, 23 Nov 2021 17:05:55 GMT

I had a BT Engineer make the necessary connections. He had to use an adapter because my main telephone in-put is in the basement and my hub is located on the ground floor. The adapter had to be coupled with the hub and then plugged in near the base station and the phone input. Several settings on the phone did not work so BT had to send another engineer but could not do that for 13 days. This second engineer reset the phone system but we found that the we were only able to get incoming calls, the attempts to dial out was always met with line engaged sound. I got onto Gigaset and they gave me details of a complicated process to use that may correct the fault. I could not cope with this so asked BT for another engineer to help out . BT then said it best to change to using BT phones and said they will send me a set without any charge. I am waiting for this and hope I would not have to return to BT yet again and get engineer's help. My conclusion is that Gigaset E56OA is not compatible with BT Digital Voice. Pity BT has not checked this apparently excellent German phone with their system before (as B T did) advising customers that we can use any make of phone with BT's Digital Voice. I am now waiting for the BT phones having so far been without a fully functioning land line phone system for 22 days.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

imjolly — Tue, 23 Nov 2021 17:13:40 GMT

Have you actually tried connecting the gigaset base to the socket on the back of the SH2 and then trying phone to see if that works just like other customers have done?

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

licquorice — Tue, 23 Nov 2021 17:18:52 GMT

Pity you rushed into buying something that was not needed without trying to discover how BT's Digital Voice works. I have no idea what the inept engineer was trying to achieve, all that is necessary is to simply plug the Gigaset base station into the green phone socket at the rear of the hub, no adapters are required unless you wish to site the base station at a different location to the hub.

You can also try pairing the Gigaset handsets to the hub directly without using the Gigaset base station.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

spile — Wed, 24 Nov 2021 07:08:35 GMT

I have a Gigaset base station and multiple phone. They work fine when plugged into the BT Smarthub 2.

Not that is an issue for me but attempts to pair a BT DV phone to the Gigaset hub have been unsuccessful.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

imjolly — Wed, 24 Nov 2021 09:13:35 GMT

so your gigaset phones do work with DV as long as based connected to SH2. did you remember to unpair the gigaset handset from the gigaset base before trying to pair with the SH2?

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Wed, 24 Nov 2021 10:53:38 GMT

I do not know whether the B TG engineer who set up my Gigaset did that, but the Gigaset as set up by a BT engineer allows in coming calls but does not work for outgoing calls, and BT advice is to abandon the Gigaset and install BT phones.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Wed, 24 Nov 2021 10:56:53 GMT

I do indeed want to site the base station at a different location to the hub, and I was told that the only way to do that is to use an adapter.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

imjolly — Wed, 24 Nov 2021 11:39:51 GMT

the easiest way to set gigaset base away from hub is by getting and adapter and pairining that with the SH2 dect base station that should allow you to connect the gigaset base station and use that in addition to hub phones

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

licquorice — Wed, 24 Nov 2021 12:19:48 GMT

Let's try to see where the problem lies with a bit of logical fault finding.

1.Does a corded phone work if plugged directly into the hub?

2. Does the Gigaset handset work if the base station is plugged directly into the hub?

3. Does a corded phone work if plugged into the adapter after the adapter gas been paired to the hub?

4. Does the Gigaset handset work if the base station is plugged into the adapter at a different location to that ultimately required?

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Wed, 24 Nov 2021 13:30:22 GMT

Dear Distinguished Sage,

Thanks for trying to help me but I do not intend to spend any more time and effort trying to get the Gigaset E560A working properly. If engineers sent by BT have not been able to get this working and BT appear to have given up trying to do so anyway I have agreed to accept BT's offer to supply BT phones free of charge which they assure me will work and to see what happens, once I receive these BT phones and tried to install them. I posted on 'Community' because BT clients who apparently will in the future be subjected to losing their landlines and Digital Voice installed need to be warned in case they (as many people do) go for Which magazine's Best Buy and buy E560A.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

licquorice — Wed, 24 Nov 2021 13:55:49 GMT

As you have not by any means proved where the fault lies, your warning of problems with using Gigaset handsets is a best disingenuous and at worst downright incorrect.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

iniltous — Wed, 24 Nov 2021 14:23:42 GMT

Out of curiosity, who employed the technician that BT sent to try and get this to work for you, was it an Openreach , BT or ‘Bright Spark’ type technician…TBH , I wouldn't have thought OR , it’s passed the demarcation point , so interconnection wouldn’t be their responsibility, BT , they do have some staff, but do they do home visits to sort out third party DECT phones ?, or a Bright Spark type tech, who no doubt try what they can but presumably are not experts in this area, unless BT with the DV rollout have provided some extra training etc. on interconnecting third party kit to the SH2, my guess would be a Bright Spark type tech, sent, not because they are experts , but because your provider wanted to be seen doing something rather than simply saying ‘not our problem’

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Wed, 24 Nov 2021 15:10:19 GMT

They were sent after I complained to BT. I did not ask who they were employed by.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

imjolly — Wed, 24 Nov 2021 15:14:02 GMT

the DV phones you get from BT either essential or advanced phones will pair to the SDH2 dect base without any problems just follow the instructions and pairing is very quick

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

iniltous — Wed, 24 Nov 2021 15:16:01 GMT

It would be on their uniform and the vehicle they turned up in, as I said , just curious, wasn’t expecting you to know their names etc,

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Wed, 24 Nov 2021 17:00:07 GMT

Staff that BT send out to install equipment or correct faults ring the front door bell and some identity. I let them in and do whatever they are supposed to do. They are polite and explain what they do.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

iniltous — Wed, 24 Nov 2021 17:15:28 GMT

You could have just said I don’t know , the entire point I was making is that you said if the ‘engineer’ that was sent couldn’t sort it out, then person who offered help on this forum was unlikely to be able to help, my point was , given the varying levels of ‘expertise’ the visitor may have had ( or not had ) the chances are the expertise offered on this forum may be superior to that of your visitor , but without knowing who visited you, it’s hard to judge if you had and professional or a well meaning amateur visit you.

Re: My Gigaset E560A phone (Which Best Buy) does not seem compatible with BT Digital voice

Tryhard — Wed, 24 Nov 2021 18:03:00 GMT

My apologies Iniltus, I was abrupt and sounded rude - did not mean to be. This whole business has got me down!

You make a good point and I may take this point up with BT after I have got my phone system going --When BT says they will send an 'engineer' they may not mean it is someone with any qualification or proper training to deal with problems like the one I was faced with.

Tryhard.