This guide will take you through some initial troubleshooting steps to follow when your phone service is not working correctly.
If these do not help, please contact our Customer Services Team on 01376562002 or at [email protected]
- Ensure your Internet connection is functioning correctly
As our home phone service is delivered via the Internet, this will not be usable if you are not online.
If your Base Unit is connected via an extender, ensure the extender is working correctly.
- Ensure your phone is connected correctly
Your handsets should be connected wirelessly to your Base Unit; the Base Unit should be connected to a LAN port on your router or extender.
- Ensure your handsets are powered on
Your handsets are powered by rechargeable AAA batteries. If the handset won't power on, we recommend taking the batteries out of the handset and putting them back in.
If these do not charge, we recommend sourcing replacement batteries - please note these MUST BE rechargeable AAA - non-rechargeable batteries MUST NOT be used.
- Ensure your handsets are connected to the Base Unit
If your handsets are reporting that they are not connected or have no signal, try taking these to the Base Unit and power cycling them.
If this does not reconnect the handsets, follow the instructions in the manual to re-pair these.
Once connected, place your handsets back in their usual locations - you may need to consider changing the location of these if the connection drops frequently.
- Ensure your handset is not on Do Not Disturb and that the ringer is not silent
These features may be activated by accident and can prevent calls from coming through correctly.
- Power cycle your router by disconnecting it from power for at least 30 seconds, then reconnecting the power and switching the router back on
Routers may "play up" from time to time, particularly if they have been on for a long time. Power cycling this may resolve these issues.
- Power cycle your Gigaset Base Unit by disconnecting it from power for at least 30 seconds, then reconnecting the power
Any device can start to work incorrectly if left powered on for a long time. Power cycling this may resolve these issues.
- Make note of any error messages or odd sounds when attempting to call in or out
These can help us to diagnose the issue.
