This topic

Incoming call turns handset display to bt logo then to synchronising handset data

Zeb267 — Mon, 27 Feb 2023 12:15:39 GMT

Hi,

we have digital voice and two BT HD Voice handsets. They have worked find for about a year but now either one or both at the same time will not let us answer incoming calls. They ring, then when answer is pressed they display the bt logo, finding hub (or similar), then ‘synchronising handset data’ for about 30 seconds then back to the main screen.

sometimes by the time I get to the handset it is already saying ‘synchronising handset data’.

I have both reset and powered off/on the smart hub.

I have de registered and re-registered the handsets.

at the moment one handset allows me to answer calls from my mobile but the other does not.

any ideas of things I may try to fix this?

thanks.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

jac_95 — Mon, 27 Feb 2023 12:17:06 GMT

Hi Zeb267,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Anonymous — Mon, 27 Feb 2023 12:54:15 GMT

Sounds like dying batteries. You can replace them with regular alkalines as a test & if they then work OK, buy some more rechargeables.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

EricM — Fri, 20 Oct 2023 10:45:37 GMT

I've been experiencing the same problem with my BT digital handsets on incoming calls and sometimes when I make outgoing calls. The handsets have new batteries, so I know it's not down to that. Any one have any ideas?

I've connected my older BT handset into the router which allows me to answer incoming calls if I'm quick enough or when the new handset decides it's going to synchronise when I need to make an outgoing call.

TIA.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Zeb267 — Tue, 24 Oct 2023 11:58:11 GMT

Hi, I’m still having the same problem, in fact at the moment I can’t access my messages as the handset reboots when I try. Back in May I was on a “BT support” (oxymoron) chat for one hour twenty minutes trying to get this solved, I kept typing a full stop to ensure the chat didn’t time out (which has happened before as there was ‘no response’ from me). I was told I didn’t need to do that and guess what happened? Yes, the chat was cut, no solution, nothing. I have no choice about keeping the landline due to a vulnerable 92 year old potential user. It’s anyone guess if it will work should he ever need it in an emergency. Yes, I did explain this to support engineer that there was a vulnerable user dependent on the service, as he has a lifeline attached to it too. I have a copy of the full chat text as proof of all of this.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Anonymous — Tue, 24 Oct 2023 12:50:57 GMT

@Zeb267

I don't have DV so don't know for sure how the DV handsets behave. But a BT logo appearing would suggest a loss of power due to dead batteries. Assuming you tried replacement batteries (you haven't said), then the next question mark would be distance between handsets & SH2. Have you tried moving the handset(s) closer to see if the problem persists?

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Keith_Beddoe — Tue, 24 Oct 2023 13:17:49 GMT

I also think its a battery issue, its almost the same as what used to happen with the old "hub phones" that used to be part of the old Broadband Talk service.

They used to crash out when switched to speakerphone mode, as the batteries were incapable of providing the extra current.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

NeilO — Tue, 24 Oct 2023 14:23:14 GMT

@Zeb267 and @EricM welcome back to the community and thanks for posting, I'm sorry to see you're having problems with your digital voice handsets. Have you tried resetting the handsets by following these steps?

How to reset the handset

Press Menu
Go to Phone settings
Select Reset
Press Select
Then choose Reset Handset
After a few seconds, the handset will be reset

Once the handset has been reset:

Press OK to the Register this Handset to the Hub message on the screen
Once you've done that, press the Register (WPS) button on the side of the Hub for 2 seconds.

Let me know if this helps.

Thanks

Neil

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Zeb267 — Mon, 30 Oct 2023 11:37:49 GMT

Hi,

just done that and while trying to retrieve recorded messages the unit rebooted back with the bt logo.
regards

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Zeb267 — Mon, 30 Oct 2023 12:20:32 GMT

Hi,

Serious question - would the handsets’ displays show batteries as charged if it were flat/dead/ faulty batteries?

thanks.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Anonymous — Mon, 30 Oct 2023 12:49:21 GMT

@Zeb267wrote:
Hi,
Serious question - would the handsets’ displays show batteries as charged if it were flat/dead/ faulty batteries?
thanks.

Yes. The issue is that there appears to be absolutely no charging control in either the phones or chargers, so the batteries are constantly charged. This leads to a dramatic reduction in their capacity to the point where they show as "charged", but drain almost immediately they are removed from the charger.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

EricM — Mon, 30 Oct 2023 14:00:27 GMT

Is this issue being addressed in later versions of the handset?

Re: Incoming call turns handset display to bt logo then to synchronising handset data

oldbuffer1 — Thu, 08 Feb 2024 16:37:56 GMT

This thread seems to have petered out a while back, but if I may, I'd like to resurrect it as I also am experiencing the same problem. I should add that I have four BT Digital phones which have only recently been put into service along with a full fibre broadband and Smart Hub 2. I think I can safely say it isn't a battery problem as the handsets are all brand new (at least I would not expect a battery problem) On more than one occasion an incoming call sets all three handsets into "syncing handset" mode whereby it is impossible to accept the call until this darn syncing exercise is complete - by which time the caller has of course given up and gone home! I sense there's a problem but I'm at a bit of a loss to understand it. All phones are within range of the smart hub. This has only become noticeable in the last couple of weeks although I have done nothing to change/modify the original set up. I do have an additional Panasonic DECT system plugged into the phone socket of the hub which doesn't seem to suffer from the same affliction. Any ideas please before I try and book this out as a fault.

PT.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Keith_Beddoe — Thu, 08 Feb 2024 16:46:21 GMT

@oldbuffer1

The supplied batteries are no good, one poster on this forum said they were 14 years old. They need changing.

https://community.bt.com/t5/Home-phone-including-Digital/Weird-issue-with-BT-Advanced-Phone-with-Alexa/m-p/2344887#M94583

Re: Incoming call turns handset display to bt logo then to synchronising handset data

EricM — Thu, 08 Feb 2024 17:23:07 GMT

I had the same problem not long after receiving the new handsets. I put new batteries in the h/s (even though they should've been ok), but it didn't cure the problem. One of the moderators got in touch and ordered new h/s for me and so far they've been ok - I returned the original h/s to BT.

Contact one of the admins and they'll help you out.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

oldbuffer1 — Thu, 08 Feb 2024 17:28:26 GMT

Cant tell the age of the batteries but only one pair changed so far even though both showing 1.42 volts (assume OK as AFAIK, ni-mh batteries don't charge to the full 1.5v. Is 1.42 volts the fully charged state? If just one of the four handsets have faulty batteries would that affect all the others? (I dont really want to change them all unless I have to.)

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Keith_Beddoe — Thu, 08 Feb 2024 17:33:52 GMT

@oldbuffer1

The voltage is not really a reliable indicator of the capability of the batteries to provide the peak current demand, when a call is in progress. The internal resistance of the batteries can be too great.

To prove it, temporarily substitute the batteries for standard alkaline ones, but do not put them on the charging base. If the phones behave themselves, then that proves its the rechargeable batteries.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

oldbuffer1 — Thu, 08 Feb 2024 17:42:42 GMT

That sounds like a plan. Would I be right in assuming that if only one of the handsets had duff batteries, on an incoming call, that phone would start the syncing handset routine which would then show up on all the others, locking them out until the routine was complete?

Re: Incoming call turns handset display to bt logo then to synchronising handset data

Keith_Beddoe — Thu, 08 Feb 2024 19:18:31 GMT

Not sure, its possible that only one handset can sync at a time, as it has to access the user config file, and this would have an exclusive lock on it.

Re: Incoming call turns handset display to bt logo then to synchronising handset data

oldbuffer1 — Fri, 09 Feb 2024 10:56:17 GMT

How about a dead handset? If it was part of the configured group, would the system be continually searching for it, or would it just be ignored? I just found a dead phone in one of our bedrooms. It wouldn't charge as somehow there was only one battery in it!!! (Don't ask!)