Digital Voice: I have a problem with my handset

What problem are you having? 

If your handset won't switch on, there are some quick and simple things you can check. Follow the steps for the handset you're using:

Advanced/Essential Digital Home Phone

  1. Check your batteries are in the handset correctly. They must be rechargeable as explained in the user guide
    You'll need to remove the battery cover to check this
  2. Make sure your handset is charged
    Put your handset into the docking station to allow the handset to charge. The screen should light up and will show if the phone is charging or not. We recommend you charge your phone for up to 16 hours when you first set it up.

    Battery charging

    If your phone battery was empty, please allow a few moments while it charges up enough to turn on

Other cordless handset

  1. Check your batteries are in the handset correctly and make sure your handset is charged
    Your handset's user manual will show you how to check if your batteries are inserted correctly, how to see if your battery is low and how to charge the handset

If your handset won't charge, check that it's correctly positioned in the charging base, that the base is connected to the power plug and the mains electricity supply is turned on. You could also try using a different set of rechargeable batteries. If this doesn't work, follow the steps below for the handset you're using.

Advanced/Essential Digital Home Phone

  1. Check your batteries are in the handset correctly. They must be rechargeable as explained in the user guide
    You'll need to remove the battery cover to check this

Other cordless handset

  1. Check your batteries are in the handset correctly
    Your handset's user manual will show you how to check if your batteries are inserted correctly, how to see if your battery is low and how to charge the handset

Also see Digital Voice: How do I set up my service? >

Fix your Digital Voice service with our troubleshooter

You can test your connection, report a fault with the network and fix a wide range of Digital Voice problems using our troubleshooting tool >

If we can't find a fault or fix the problem online, we'll give you the option to book an engineer appointment.

If you can't connect to your BT Broadband, you can also do all of this using your mobile internet connection.

Already reported a fault?

Track your fault, change contact details and appointment times using our fault tracking service >

Still having problems?

Visit our contact pages for other ways to get in touch.

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