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FAQs

View basic troubleshooting tips:
  1. Why is my Answering System not recording messages?
  2. Why am I not receiving Caller ID?
  3. Can I leave my cordless handset in the charger when I'm not using it?
  4. My battery pack does not last very long between charges. I am charging the handset more frequently. What should I do?
  5. My phone is not working properly. Do you think purchasing a replacement battery(s) might fix the problem?
  6. My telephone product is suddenly acting strange or stopped working altogether. What can I do?
  7. I subscribe to a non-traditional telephone service (for example: magicJack, Skype or Windows Live Call) that uses my computer to establish a connection, and my phone is not working correctly.
  8. My answering system plays my greeting to callers but will not record messages. Why?
  9. How can I reduce static and noise on my phone?
  10. Why is CL ( or C ) flashing in the base message window?
  11. How can I improve the sound quality on my cordless phone?
Or view our service and support tips:
  1. How do I obtain technical support on my VTech product?
  2. How do I find a battery for my VTech product?
  3. I want to expand my VTech multi-handset product, how do I find the handset I need?
  4. How do I obtain information about Caller ID Service?

Why is my Answering System not recording messages?

  1. Make sure your answering system is plugged into a live telephone jack and power source.
  2. Make sure your answering system is turned on.
  3. Some answering systems have an announce only option, which plays your greeting but won't record messages. Make sure your system is set to record messages.
  4. Your answering system’s message capacity may be full. You must erase old messages to make room for new ones.
  5. If you have voicemail service in addition to your answering system, your caller’s message may be going into voicemail before your answering system picks up the call. Program your voicemail to pick up at least rings after your answering system is set to answer the call.

Why am I not receiving Caller ID?

Caller ID and Call Waiting ID are subscription services, available from most local telephone service providers. You must subscribe to these services in order for the features to work on your phone. Contact your local telephone service provider for more information.

In addition, your caller must be calling from an area that supports caller ID.

Both you and your caller's telephone service provider must have compatible caller ID systems.

If you subscribe to DSL internet service using your telephone line, a DSL filter must be plugged into every phone jack that has a phone connected to it. Without DSL filters, you will likely experience static, noise and problems receiving caller ID.
We recommend that you connect the plug end of the DSL filter into the telephone wall jack, then connect a telephone line cord between the filter and your phone. Please contact your service provider to obtain DSL filters and installation information.

Not all calls provide Caller ID information. Incompatibilities between your and your caller's service, transmission errors and answering calls before the ID data is received are common reasons why caller and call waiting ID may not be displayed. In addition, some calls may come in as PRIVATE, UNAVAILABLE or OUT OF AREA.

Allow at least 2 rings for Caller ID data to be displayed.

Disconnect any devices connected in series between the telephone jack and your product that is not receiving Caller ID. One of these devices may be blocking the data transmission. Confirm you are receiving Caller ID by checking other Caller ID capable products sharing the same phone number. If none of your devices are receiving Caller ID data, contact your telephone service provider.

Can I leave my cordless handset in the charger when I'm not using it?

Yes, you cannot overcharge the batteries.

My battery pack does not last very long between charges. I am charging the handset more frequently.
What should I do?

Over time, your rechargeable battery may lose some of its ability to hold a charge. This is more likely to occur if it is a (Nickel-Cadmium) battery. If you are unsure of the composition of your battery, check the specifications printed on the battery pack.

To restore your battery's ability to hold a full charge:
, use the cordless handset without recharging it, until the phone alerts you that battery is low. Depending on your model, this alert will be in the form of one or more of the following: an on-screen message, a blinking light or icon, or an audible beep or tone. See your User's Manual for details.
, upon receiving the low battery alert, allow the handset to charge, following the recommended charging time as prescribed in the User's Manual. Following this procedure will refresh your rechargeable battery. You can repeat this procedure in the future if the battery's ability to hold a charge decreases.

If your handset is also a , please note that using this feature can significantly reduce your total talk time between charges.

If the battery has been in service for more than one year, you should replace it. To purchase a replacement, please contact our Services Centre by write to vtechphones_hk@vtech.com, or call Tel 2666 5558.

My phone is not working properly. Do you think purchasing a replacement battery(s) might fix the problem?


As a rechargeable battery gets older, its ability to hold a charge decreases. If your battery has been in service for more than twelve months, it may be a good idea to replace it.

If you are replacing the battery, please contact our Services Centre by email vtechphones_hk@vtech.com, or call Tel 2666 5558.


If your model takes individual cells, do not use non-rechargeable batteries. Use only the recommended rechargeable batteries as prescribed in your User's Manual.


If the handset shows any sign of life (any lights; characters on the display screen; sounds when keys are pressed), your handset is not dead, making it unlikely that a new battery will fix the problem. Consider the following:


If your base unit is not getting power, your handset is not charging. Tip: Do not plug your Base Power Adaptor into an electrical outlet controlled by a switch (for example, a light switch on the wall or a power strip with an On/Off switch).


Disconnect, and then reconnect the battery plug to ensure a good connection. In addition, make sure the battery cover is on securely.


Depending on your model, the handset and/or base will have indicators to let you know when the battery is charging. Check your for details.

Remember, if the handset shows any sign of life (any lights; characters on the display screen; sounds when keys are pressed), then is not dead, making it unlikely that a new battery will fix the problem. Try the following reset procedure:


If your telephone is not operating normally, disconnect the battery(s) from the handset and disconnect power from the base. After a few minutes, connect power to the base, install the battery(s) and cradle the handset in the base to allow it to establish a link. You can now try using your phone again.

My telephone product is suddenly acting strange or stopped working altogether. What can I do?

Like many electronic devices, your telephone product could behave erratically or simply lock up. Should this occur, we suggest this simple remedy:

  1. Unplug any power supplies connected to your product;
  2. Remove any installed batteries or battery packs;
  3. Wait 5 minutes;
  4. Plug the power supplies into the product;
  5. Install the batteries. If your product is a cordless telephone, allow time for the cordless handset(s) to establish a link with the base. You may need to give the battery sufficient time to recharge. Consult your User's Manual for details.
  6. Finally, try using your product as you normally would. If problems still persist, please contact us for additional troubleshooting tips.

I subscribe to a non-traditional telephone service (for example: magicJack, Skype or Windows Live Call) that uses my computer to establish a connection, and my phone is not working correctly.

You need to have a connection; for example, broadband, cable, DSL, Wireless, Wi-Fi, WiMax or FiOS.

Make sure your internet connection is working properly. In most cases, to make and receive calls, your computer must be powered on.

Make sure the software is installed and running for your non-traditional telephone service.

Make sure to plug your USB telephone adapter directly into a dedicated USB port on your computer. Do not plug it into a multi-port USB hub (or splitter) unless it is a hub.

In rare instances, the USB port on your computer may not have enough power; in which case, try using a powered USB hub.

If you are using a firewall, it may prevent access to your non-traditional telephone service provider. Contact your service provider or manufacturer of your firewall for technical support.

My answering system plays my greeting to callers but will not record messages. Why?

It is likely you have the feature turned on. In Announce Only mode, callers hear your outgoing greeting but cannot leave a message. If you want to receive messages, make sure Announce Only is turned . For more information on configuring Announce Only and other features of the answering system, please refer to the section of the User's Manual.

How can I reduce static and noise on my phone?

If you subscribe to DSL internet service using your telephone line, DSL filters must be plugged into EVERY phone jack that has a phone attached. The DSL signal can cause static/noise, squealing (similar to fax tones), caller ID disruption and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to the telephone.

Please contact your service provider to obtain DSL filters and installation information.

If your cordless handset has a (or ) button, press it in order to improve the sound quality. You many need to press the button more than once.

Move the handset closer to the base. The operating range may vary with environmental conditions and time of use. There may be places within your environment that a cordless phone will not work well. If the problem only occurs in certain areas of your environment, you can conclude that there is nothing wrong with the phone. Consider trying a phone that operates on a different wireless frequency.

To get better reception, try moving the telephone base to higher location. Relocate telephone base near a window if using telephone outside.

Other electronic products (i.e., 802.11 wireless networking products, radios, radio towers, pager towers, cell phones, intercoms, room monitors, televisions, personal computers, kitchen appliances and other cordless phones) can cause interference with your cordless phone. Try installing your phone as far away as possible from these types of electronic devices.

If your phone shares a power outlet with a modem, or if it is plugged in to a shared surge protector, try plugging the phone (or modem/surge protector) in at a different location. If this solves the problem, relocate your phone or modem farther apart from one another, or use separate surge protectors.

If you have connected this telephone to a phone jack that has not been used before, or that has not been used in sometime, there may be problems with this jack that you are not aware of. Use a telephone jack that you know is in proper working order.

You may have a line problem. To test for a line problem, test your unit at another location such as your neighbor's or relative's house. If your unit works at another location, contact your local telephone company.

Why is CL ( or C ) flashing in the base message window?

This indicates that you need to set the time and day on your answering system. During initial setup and any time there is a loss of power to the base, you will see this flashing indicator. Consult your User's Manual for instructions on setting the day and time. Manuals for most models can found on this site. Click on the Supports > Operating Manuals link, and then search for your particular model.

How can I improve the sound quality on my cordless phone?

If your handset has a (or ) button, press it in order to improve the sound quality. In some cases, you may need to press the button more than once.

The handset may be out of range. Try moving the handset closer to the base. The handset(s) and base can only communicate over a certain distance that can vary with the locations of the base and handset, the weather and the operating environment of your home/office.

If you subscribe to DSL service for this telephone line, DSL filters must be plugged into every phone jack that has a phone. The DSL signal can cause static/noise, squealing (similar to fax tones), and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted through the telephone. If you are not using the DSL filters provided by the telephone company, this will cause static/noise and possibly caller id issues on your telephones. Please contact your service provider to obtain DSL filters and instructions for proper installation.

If the handset battery pack is low, this may affect the sound quality. You may need to charge the handset.

Try repositioning the handset against your ear until the sound quality improves.

Other electronic products (i.e., 802.11 wireless networking products, radios, radio towers, pager towers, cell phones, intercoms, room monitors, televisions, personal computers, kitchen appliances and other cordless phones) can cause interference with your cordless phone. Try installing your phone as far away as possible from these types of electronic devices.

Appliances or other cordless phones plugged into the same circuit as the telephone base can cause interference. Try moving the appliances or telephone base to another outlet.

Microwave ovens may operate on the same frequency as your telephone. You may experience static on your telephone while the microwave oven is operating. Do not install your cordless telephone in the same outlet or near the microwave oven.

Disconnect the telephone base from the modular jack and plug in a corded telephone. If calls are still not clear, the problem is probably in the wiring or local service. Contact your local service company (charges may apply).

If your phone shares a power outlet with a modem, or if it is plugged into a shared surged protector, try plugging in the phone (or modem/surge protector) at a different location. If this solves the problem, relocate your phone and modem farther apart from each other, or use separate surge protectors.

The layout of your home or office may be limiting the operating range. Try moving the base to another location, preferably a higher location for better reception.

How do I obtain technical support on my VTech product?

First, please visit our Supports > FAQs link for valuable tips on how to troubleshoot your product. If afterwards you are still having problems, you may call our Technical Enquiry hotline at 2667 7433. Or email our Customer Services Centre vtechphones_hk@vtech.com.

How do I find a battery for my VTech product?

To find a replacement battery, please contact our Customer Services Centre by email vtechphones_hk@vtech.com, or call Tel 2666 5558.

I want to expand my VTech multi-handset product, how do I find the handset I need?

Many VTech cordless phone systems were designed to work with more than one handset. In some cases, a system was packaged with 2 or more handsets but cannot be expanded. In other cases, the system was designed to allow you to add extra handsets. If you are unsure whether or not your model is expandable, please consult your User's Manual. Many of our manuals are downloadable by going to the Supports > Operating Manuals link.

How do I obtain information about Caller ID Service?

Caller ID, and Caller ID with Call Waiting are features that let you see who's calling before you answer the phone, even when you're on another call. Call Waiting by itself sends an alert tone while you're on all call, letting you know another party is calling. These are subscription services, available from most local telephone service providers. You must subscribe to these services on order to benefit from the Caller ID related features included with your telephone product. However, you can still use your telephone product without subscribing to these services. Contact your local telephone service provider for more information about the Caller ID services it offers and the associated fees. In addition, your caller must be calling from an area that supports Caller ID. Both party's telephone service provider must use compatible Caller ID systems. Caller ID and Call Waiting ID may not be available for every call. Common reasons are incompatabilities between telephone networks, transmission errors and the answering of calls before the call data is received.