no ring tone or keypad tones

[IanLoughlin]

I have a problem with one of my (two) Digital phones. I don't get a ring tone on incoming calls nor keypad tones when I dial out. I can make and receive calls OK. Also it sometimes displays Mute on the display screen. Can't see any Mute button.

My downstairs phone does have a ring tone and keypad tones.

Is this just a faulty handset? I have been through the Menu options to enable keypad tones, this is set to ON.

[Leanne_T]

Hi @IanLoughlin 

Thanks for coming back to the community. 

Our Digital Voice: I'm unable to make or receive calls page has some steps for you to try to see what could be causing no ring tone. 

Could you give these a try and let me know how you get on? 

Leanne 🙂

[IanLoughlin]

Hi Leanne,

Thanks, I've tried all those suggestions. Interestingly the link to "I have a problem with my handset"  is unreachable. My second handset works as expected. I think I must simply have a faulty handset.

Ian

[rbz5416]

Have you tried factory resetting it?

[IanLoughlin]

Hi, No not tried a reset yet. I rang 150 for help but was put thought to the Diagnostics BOT. This is currently going through its motions. Since it is not a line or hub fault I don't expect them to find a handset fault. I suspect (from my IT days) that it's the audio output chip in the handset that's blown up. If I don't get any joy from the BOT I'll try a reset.

[Keith_Beddoe]

Is this one of the BT digital phones, or does it happen to be a handset from a BT4600 DECT system?

[IanLoughlin]

Its an Advanced Digital Home Phone with Alexa built in.

[IanLoughlin]

Just finished a call with the BT helpline engineer. I think we agree that it's a faulty handset having run through all the tests including using the Rescue Live Lens utility which was quite impressive.

New handset on its way. I'll resume this thread if the new phone doesn't fix it.

Thanks for all your help.

[Leanne_T · Accepted solution]

Thanks for keeping us updated @IanLoughlin 

Please do let us know how you get on with the new handset.

Leanne 🙂

[IanLoughlin]

New handset, received today from EE, works OK. Clearly my old handset had developed a problem.

Thanks for everyone's help.

Good service.