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BT Digital Phone stuck on Synchronising Handset Data

kingnorton — Thu, 03 Dec 2020 08:09:41 GMT

Hi I have the BT Advanced Digital Phone, and for some time now its been stuck on Synchronising Handset Data, i am unable to get off this scree, the buttons do nothing but beep. It has an internal battery i believe as i am unable to find any opening to remove the battery. I have also checked on my hub and it states that it is connected and ok, but still i am unable to use the device. my only option at the moment is to remove it from the charging station and wait till it goes flat and turns off.

please can anybody here help me. this is the Advanced Digital Voice phone and the basic small charging station (no voice answering phone)

tried contacting BT but they are tooooooooo busy and i dont have the time wait, a man has to work still.

Re: BT Digital Phone stuck on Synchronising Handset Data

barnpiece — Thu, 03 Dec 2020 08:57:03 GMT

The Advanced Digital phone guide on page 35 explains how to remove the batteries. See:

https://www.bt.com/help/landline/digital-voice--how-do-i-set-up-my-service-

and click on Advanced Digital Home Phone user guide

Richard

Re: BT Digital Phone stuck on Synchronising Handset Data

njlh — Tue, 22 Dec 2020 19:52:18 GMT

I have the same issue, stuck on synchronising handset data indefintely, can't use any keys. Taking out the batteries and leaving it for a bit then putting them back in goes straight back to the same message.

Re: BT Digital Phone stuck on Synchronising Handset Data

Andy005 — Tue, 22 Dec 2020 20:13:40 GMT

Hi @njlh

Have you tried a reset of the SH2? That seems to cure quite a few DV problems.

Re: BT Digital Phone stuck on Synchronising Handset Data

njlh — Tue, 22 Dec 2020 21:03:50 GMT

Hi Andy, that seems to have sorted it, thanks. I'd disconnected and reconnected both the handsets, and reset the handset that was working, but hadn't tried resetting the hub!

Hopefully it won't need doing too often!

Re: BT Digital Phone stuck on Synchronising Handset Data

acrodynamic — Wed, 14 Jul 2021 18:50:21 GMT

tried resetting handsets and base but no joy

I also seem to have lost all my contacts

Re: BT Digital Phone stuck on Synchronising Handset Data

njlh — Wed, 14 Jul 2021 19:09:54 GMT

Resetting the handsets didn't work for me, had to reset the router.

Re: BT Digital Phone stuck on Synchronising Handset Data

Amandamcb — Wed, 11 Jan 2023 20:47:10 GMT

My digital handset showing synchronising handset data for over 24 hours. I opened the back of the phone and removed the batteries. Put the batteries back after approximately 5 minutes and it was fixed.

Re: BT Digital Phone stuck on Synchronising Handset Data

Bill_Cumming — Wed, 11 Jan 2023 22:31:17 GMT

Same here.
Being an IT guy (and the pathological need to keep things updated!) I updated the phones Software, and got the dreaded "Synchronising Handset Data" and left it overnight.

Had to reset the Smart Hub and the phone to get it working.

Re: BT Digital Phone stuck on Synchronising Handset Data

Woble — Fri, 07 Jun 2024 17:18:36 GMT

Had same problem. Tried all the actions recommended with no improvement. Got engineer out and he identified problem as being flat batteries although only a few months old and showing charged on handset. Changed batteries(must be rechargeable) and problem seems to have been fixed.

Re: BT Digital Phone stuck on Synchronising Handset Data

dgoel — Sun, 23 Feb 2025 11:22:32 GMT

WE have 4 BT HD handset phobes stuck on synchrosing What is the solution

Re: BT Digital Phone stuck on Synchronising Handset Data

imjolly — Sun, 23 Feb 2025 11:30:29 GMT

@dgoel

have you tried resetting your BT router bear in mind a factory reset will delete all your contacts so you need to save contacts in hub to external source before factory reset

Re: BT Digital Phone stuck on Synchronising Handset Data

Woble — Sun, 23 Feb 2025 11:46:09 GMT

I was finally advised by BT engineer that the handsets all had to be in range of the router itself and that the chain of repeaters used to get Wi-Fi throughout the house would not do the job. I changed those a long way from the router back to the old handsets and linked them to a BT digital voice adapter. This has worked although contacts and answerphone messages are not synched between the two groups. It might be helpful if BT engineers realised this when initially setting up the system

Re: BT Digital Phone stuck on Synchronising Handset Data

imjolly — Sun, 23 Feb 2025 11:49:39 GMT

@Woble

the DV handsets connect to the SH2 base using DECT not WIFI hence why discs are no use for DV

Re: BT Digital Phone stuck on Synchronising Handset Data

Woble — Sun, 23 Feb 2025 12:11:42 GMT

Thanks for the explanation. A pity the engineers who came out a number of times didn't know this. It might have saved us all a lot of frustration and wasted time.