BT 4600 Handset/Phonebook

[GJohnson]

My parent bought trio of BT4600 phones.  No problems making calls by entering the number on the keypad in the usual way. But problems with the contacts entered into the phonebook.  The problem arises when they call a number from the phonebook (i.e. scrolling to that contact and pressing the green 'call' button) They can hear the number being dialled, but instead of getting a ringing tone they get a  continuous tone and the call doesn't connect.

Thought I had mis-typed the number in to the phonebook but the number/ contact name is displayed is correct. This is happening with several different contacts and all three handsets, which is very frustrating. Have to hang up and try 3 to 4 times to get it to connect. If I unplug the base unit and plug it in again it appear to clear the issue for 1 or 2 calls.

Anyone got any ideas on how to rectify the issue?

Thanks

GJohnson

[NeilO]

@GJohnson welcome to the community and thanks for posting. That shouldn't be happening sorry, the only thing I could recommend is a reset of the base and handset settings then set them up again. If that fails, I'd recommend contacting the BT 4600 helpdesk on the below details:

By phone: 0800 145 6789

Monday to Friday 9.00am to 5.30pm, Saturday 9am to 2pm

By email: Click here for email support

Thanks

Neil

[GJohnson]

Hi Neilo,

Yes, I have already tried that, it works once on each handset then the same things happens again! 😥

Now even when clearing all the contacts from the handset and dialing directly there is a time lag and the call doesn't always connect. It appears the auto dialling is to quick for the call to register.

Thanks

GJohnson

[Keith_Beddoe]

@GJohnson 

Who provides their phone service, as it may be a fault within their provider`s exchange equipment?

[GJohnson]

Their telephone service provider is BT 🙂

[Keith_Beddoe]

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@GJohnson wrote:

Their telephone service provider is BT 🙂

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Based on what you have said, and the fact that the call takes a long time to connect, even when dialling manually, then I would suspect a faulty port in line card in the BT exchange which is not decoding the tones correctly.

Do they also have broadband on their line?

What phone were they using before, and did that use tone dialling? Did that give any problems?

[GJohnson]

Yes to broadband but it's a different provider  Had cordless phone before which worked without any issues. Got the new phones as they are big button and quite loud. Both my parents are in their 80's so scrolling down to the name and pressing the green call button was supposed to make things easier. 

[Keith_Beddoe]

Its unusual and more expensive to separate phone and broadband providers, as the phone is normally included in broadband packages.

Having separate broadband makes fault finding more difficult, as it could be the broadband equipment causing the problem.

You would need to prove that its not the phone that is faulty, to avoid any possible charge, especially if the old phone worked fine.

Is it possible to plug in the old phone, just to see if the problem is still there?