This topic

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

EricM — Wed, 25 Oct 2023 08:14:24 GMT

Hi Neil, Thanks for your reply. I've run through the procedure you outlined (on both phones).

After resetting the main office phone, the hub didn't accept the pairing when I pressed the WPS button, so I un-plugged my old BT handset (which was plugged directly into the back of the hub) and then tried pairing again which was successful. I did the same with the second handset.

I tried calling my landline from my mobile - the second phone rang but the main one didn't (the old handset was still unplugged from the back of the hub at this point). I checked the main handset and there was no display - batteries then. changed the h/set batteries - h/set went through its re-sync procedure. Tried calling from my mobile, and main phone rang. Everything seemed to be working,

I then plugged the old phone back into the hub and tried calling - no incoming call received on the new h/sets, but the old phone was receiving ok. I checked the main phone - no display - put new batteries in - no display. Checked the second phone and no display - put new batteries in, display working and h/set started re-synching.

Unplugged the old phone from the hub. Tried calling my landline from my mobile - the second phone rang ok. Main phone not working. Plugged old phone back into hub, second phone working ok.

It appears as though the batteries have some effect on the new phones - but currently the main phone is dead and refuses to work with any new batteries I've tried - faulty h/set? Although the second h/set appears to be working I don't have a great deal of faith in it!

The two DV handsets were provided 'free' by BT when I switched to digital BB earlier this year - do you know whether they will replace them as I seem to be having these problems with them?

PS Just before clicking 'Post' I checked the second h/set and that has now 'died' (having had 2 sets of new batteries!). So, I'm currently using my old BT h/set plugged into the back of the hub to make and receive landline calls.

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

DanielS — Wed, 25 Oct 2023 08:17:13 GMT

Good morning @EricM,

Thanks for taking the time to follow Neil's post to you. I've gone ahead and moved your reply onto a thread of its own.

I'm going to send you a private message so we can look into your account and see if we can do a warranty replace on this handsets.

It'll take us a few working days to get back to you so I hope you are ok using your previous handset until then.

Thanks,

DanielS

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

LMD48 — Mon, 06 Nov 2023 11:28:20 GMT

Similar problems for us with the new handset, and have had to connect my old handset to the router to have access to our landline. These new digital voice handsets are just not fir for purpose and despite reporting the issue to BT their responses have not helped at all. Have you made progress?

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

imjolly — Mon, 06 Nov 2023 12:07:15 GMT

does your handset show fully charged and then after receiving call shows flat as there are a few similar post to yours. the solution appeared to replace the batteries in the handset

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

LMD48 — Mon, 06 Nov 2023 16:30:14 GMT

No, I accept a call, works OK for a few seconds then I get the "Searching for hub" message followed by "synchronising handset data".

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

EricM — Mon, 06 Nov 2023 17:01:05 GMT

This seems to be a common problem with these digital handsets. The BT solution seems to be to exchange the handsets for new working ones. The new ones are exactly the same, so the same problem may occur further down the line.

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

LMD48 — Mon, 06 Nov 2023 19:17:32 GMT

Thanks for reply. Guess I'll have to stick with the old handset plugged into the Router, which works fine anyhow. Disappointed that the new super tech phone is a duff though!

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

imjolly — Mon, 06 Nov 2023 19:20:08 GMT

@LMD48

Have you tried checking the batteries as others have found they are not holding charge even though they should be new

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

LMD48 — Tue, 07 Nov 2023 09:21:47 GMT

Just checked. The battery symbol shows as full to start with. I made a call to my own mobile to check, after about 10 seconds it stopped working and displayed the usual two messages. I noticed the battery symbol was at about 3/4 full. I have a BT engineer booked for tomorrow to check out my broadband. Ran the speedtest which shows my speeds at 46M and 18M so can't see how that could be the problem.

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

Cottie59 — Thu, 11 Apr 2024 10:04:43 GMT

Hi, I too am having these issues with my Essential Digital Phone handsets. Please can I ask how you resolved it. BT are only going through their procedures, i.e. reset handsets, reset hub, re-register handsets. I only confirmed my thoughts that the handsets are faulty when I read posts on here.

The fault I get is can't pick up incoming calls. I get the chime and synchronising handset data message displayed on the handset. Thank you for any light you can shed.

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

Keith_Beddoe — Thu, 11 Apr 2024 10:08:39 GMT

@Cottie59

The batteries are no good, as it seems a common issue with this phone.

You can prove this by temporarily swapping the batteries to ordinary alkaline ones, but do not put it on the charger base.

If the phone works with alkaline batteries, then it proves the rechargeable ones are no good, and need replacing.

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

Cottie59 — Thu, 11 Apr 2024 10:57:10 GMT

Thank you! I've just done as you suggested in our worst handset and it seems to be working! Fingers crossed for next call. I've requested 2 new handsets from BT. Would you say I still need them or should AAAs suffice? I must say, it makes it a lot easier not to have to rely on a plugged in base.

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

Keith_Beddoe — Thu, 11 Apr 2024 11:03:09 GMT

You can get replacement AAA rechargeable batteries from plenty of places, and they are not expensive. There is no need for new handsets, as the batteries are likely to be no good, as it seems that they have been stored for too long.

You may find using normal AAA batteries would get expensive, as they would eventually go flat, but you could use them temporarily, but not while on the charging base, as they may overheat and leak everywhere.

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

Anonymous — Thu, 11 Apr 2024 11:03:12 GMT

@Cottie59

You need replacement rechargeable AAA as regular alkalines won't last long. Amazon do a Basics pack of a dozen for around a tenner. Ideally the handsets need to be regularly discharged to prevent a repeat.

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

Cottie59 — Thu, 11 Apr 2024 11:07:29 GMT

Thanks again. Can I just use the base as a stand, i.e. not plugged in? Or will that still fry the AAAs?

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

Cottie59 — Thu, 11 Apr 2024 11:08:47 GMT

Please excuse my ignorance "regularly discharged"??

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

licquorice — Fri, 12 Apr 2024 08:30:41 GMT

Don't keep them permanently on charge, let them discharge almost fully before recharging.

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

Anonymous — Fri, 12 Apr 2024 08:48:35 GMT

@Cottie59wrote:
Please excuse my ignorance "regularly discharged"??

Poor quality batteries is only part of the story. A bigger part is the poor (possibly non-existent) regulation of charging. It appears that as long as the phones are sat in their bases, then charging continues. This eventually kills the battery's ability to hold charge.

It's hard to know the best strategy as far as leaving them off charge is concerned. The law of sod decrees that the very moment you need to take a very long call, will be the moment the phone dies 10 minutes into it! Maybe leaving them off the base overnight would be sufficient.

I have an intelligent charger that will fully discharge & recharge batteries to maintain them. But that's probably overkill just for this scenario. If you bought the Amazon set then you could rotate them, maybe using a torch or some other device to discharge regularly.

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

Cottie59 — Fri, 12 Apr 2024 10:59:22 GMT

Thank you very much for your responses. I've learnt a lot here, but yet again feel disappointed (and very old) with what passes for progress these days!