handset only works on loudspeaker mode

[NigelBlakey]

I have just had fibre-optic cable installed in my house by Openreach and the internet is working very well. In addition I opted for Digital Voice and ordered two new DV handsets. The first handset I paired with my router (a BT Home-Hub-2) and that has called itself Handset 1 automatically, and it seems to be working alright.

Then I paired the second handset and it called itself Handset 2 automatically. If I press the green Talk button and dial a number the other person can hear me but I cannot hear them until I press the Talk button a second time to switch on the loudspeaker. Similarly, if another person calls me the phone rings but if I press the green Talk button once, while the caller can hear me, I cannot hear the caller until I press the loudspeaker button. 

I give below the specification of the handset from the Settings>Product info>Handset menu. 

Handset Firmware: X42_XXH30241

Eeprom: 01.00

Hardware: X42_XX_HW0.2

My guess is that there is a fault with the handset which therefore should be replaced. Any comments would be most welcome. 

Thank you.

[Ali_A]

Hi @NigelBlakey 

It does sound like the device may be faulty. Please give Customer Service a call where the technical team will be able to run a quick diagnostics and order a replacement if needed. 

Before you do that, it may be worth resetting the handset and re-pair it first. 

Ali 

[NigelBlakey · Accepted solution]

Hi Ali, 

Thanks for our reply. I reset the handset and repaired it to the hub. There was no change so I phoned the really helpful people at BT and they have already posted a new handset for me to try. If that is OK I have to send the faulty one back to them. 

Can I put in a word for the help desk people at BT? They are really good!

[Ali_A]

That's great news @NigelBlakey

Glad you're sorted with a replacement handset. 

It would be great if you could leave them a review on our Trust Pilot page

Ali