Product Support
Welcome to Product Support. Enter your model number to retrieve manuals, frequently asked questions (FAQs), troubleshooting tips, and additional resources.
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How To Find Your Model Number
Turn over the base of your product to locate the model number as illustrated in the image below.
Accessory Handset with Caller ID/Call Waiting
DS6401-16
Manuals & Documentation
Frequently Asked Questions
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For message recording, your telephone has a Built-in answering system, and it also supports Voicemail service offered by your telephone service provider(subscription is required, and fee may apply).
The main differences between them are:
BUILT-IN ANSWERING SYSTEM VOICEMAIL SERVICE SUPPORTED BY Telephone system Telephone service provider SUBSCRIPTION No Yes FEES No May apply ANSWER INCOMING CALLS •After 3 rings by default.
•It can be changed via handset or the telephone base menu.•Usually after 2 rings.
•It can be changed by contacting your telephone service providerSTORAGE Telephone base Server or System DISPLAY NEW MESSAGE • Handset - XX new messages
• Telephone base - XX new messages• Handset - 
and New voicemail
• Telephone base -
RETRIEVE MESSAGES • Press PLAY/STOP on the telephone base; OR
• Press MENU, and then select Play messages on the handset; OR
•Access remotely with an access code• Press 
on the dialpad, and enter an access number from your telephone service provider.Based on the above information, if you want to...
Use the built-in answering system to record your messages
Your Voicemail service can bundle in your telephone plan. As such, you would need to contact your telephone service provider to disable it.
*TIP: Can I switch back to Voicemail service if I want to?
As long as your telephone plan includes the Voicemail service, you can still re-enable it through your service provider.Use the voicemail service to record your messages
Simply turn off the Built-in answering system at any time, and you can use the Voicemail service only.Use both the Built-in answering system and the Voicemail service to record messages
By default, the Voicemail service is usually set to answer after 2 rings, while your Built-in answering system is set after 3 rings. Please check with your telephone service provider to learn how to set your voicemail settings.Suggest to set your Built-in answering system to answer calls at least 2 rings earlier than your Voicemail service. In other words, if your answering system sets to answer after 3 rings (by default), then you need to set the Voicemail service to answer after 5 rings.
What happened is that if you on a call or the answering system is already recording, and you receive ANOTHER incoming call, then the third caller is able to leave a Voicemail message.
On the other hand, if you are not on a call nor the answering system is recording, the incoming caller can leave a message directly to the Built-in Answering system.
Why don’t I get a dial tone on my handset?
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Tip 1 of 11
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 2 of 11
Confirm proper installation of the handset battery:
Step 1: Align the two holes in the plug with the socket pins, then snap the plug into place.
Step 2: Place the battery in the compartment, making sure the wires will not get in the way of the battery cover.
Step 3: Replace cover by sliding it upwards until it clicks into place.
Step 4: Be sure to charge the battery in the handset for a minimum of 16 hours before using your phone. -
Tip 3 of 11
When placing the handset in the base or charger, confirm that the charge contacts are making a good connection. The charging battery icon is displayed and, on selected models, the CHARGE light illuminates on the handset while it charges.
You should allow 16 hours to fully charge the handset battery. For optimum daily performance, return the handset to its telephone base or charger when not in use. -
Tip 4 of 11
Are you attempting to use more than two handsets on the same call? Your system allows you to use two handsets at a time. You can also forward and transfer calls from one handset to another. See your User’s Manual for details. -
Tip 5 of 11
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. -
Tip 6 of 11
Recradle the handset for 15 seconds, then try using it again. -
Tip 7 of 11
If the phone is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery.
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
NOTE: After resetting the telephone system, you will need to reset the clock. If the time is not set, you will hear Time and Day Not Set when you listen to messages.
NOTE: If you have caller ID service, the time will automatically be updated whenever caller ID information is delivered. However, since caller ID delivers the date, rather than the day, you must program the year once so the system can derive the day of the week.
To set the day and time, complete the following steps:
Step 1: Using a handset, when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ on the Navkey until you highlight Settings. Next, press MENU/SELECT.
Step 3: Press ▲ or ▼ until you highlight Set date/time, then press MENU/SELECT.
Step 4: Use the dial pad to enter the month, date and year, then press MENU/SELECT.
Step 5: Use the dial pad to enter the hour and minute. Press ▲ or ▼ to select AM or PM, then press MENU/SELECT.
Step 6: Press and hold OFF to return to the idle screen. -
Tip 8 of 11
You may need to replace the rechargeable battery, especially if it has been in service for more than one year. To find a replacement, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications. -
Tip 9 of 11
You may have a defective telephone cord. Try replacing cord between the jack and telephone base. -
Tip 10 of 11
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. -
Tip 11 of 11
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance.
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Tip 1 of 7
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. -
Tip 2 of 7
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. -
Tip 3 of 7
When using the speakerphone, background noise can interfere with dialing as well as hearing the other party. Use the MUTE feature in the presence of background noise in your environment. -
Tip 4 of 7
Recradle the handset for 15 seconds, then try using it again. -
Tip 5 of 7
If the phone is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery.
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
NOTE: After resetting the telephone system, you will need to reset the clock. If the time is not set, you will hear Time and Day Not Set when you listen to messages.
NOTE: If you have caller ID service, the time will automatically be updated whenever caller ID information is delivered. However, since caller ID delivers the date, rather than the day, you must program the year once so the system can derive the day of the week.
To set the day and time, complete the following steps:
Step 1: Using a handset, when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ on the Navkey until you highlight Settings. Next, press MENU/SELECT.
Step 3: Press ▲ or ▼ until you highlight Set date/time, then press MENU/SELECT.
Step 4: Use the dial pad to enter the month, date and year, then press MENU/SELECT.
Step 5: Use the dial pad to enter the hour and minute. Press ▲ or ▼ to select AM or PM, then press MENU/SELECT.
Step 6: Press and hold OFF to return to the idle screen. -
Tip 6 of 7
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. -
Tip 7 of 7
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance.
Why won’t the handset CHARGE light turn on when I place it in the base or charger?
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Tip 1 of 6
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 2 of 6
Please make sure that the cords (power and telephone line) are plugged into the channels on the bottom of the base. If the cords are not properly installed, the base will not sit level and the phone may not charge properly. -
Tip 3 of 6
Dirty charge contacts on the telephone base and handset could prevent the batteries from charging. Clean the handset and base charge contacts using a pencil eraser or a cloth to eliminate deposit accumulation. -
Tip 4 of 6
Make sure that the battery cover is properly secured on the handset. If the battery cover is not correctly installed, it may prevent the handset from charging. -
Tip 5 of 6
When placing the handset in the base or charger, confirm that the charge contacts are making a good connection. The charging battery icon is displayed and, on selected models, the CHARGE light illuminates on the handset while it charges.
You should allow 16 hours to fully charge the handset battery. For optimum daily performance, return the handset to its telephone base or charger when not in use. -
Tip 6 of 6
If the phone is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery.
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
NOTE: After resetting the telephone system, you will need to reset the clock. If the time is not set, you will hear Time and Day Not Set when you listen to messages.
NOTE: If you have caller ID service, the time will automatically be updated whenever caller ID information is delivered. However, since caller ID delivers the date, rather than the day, you must program the year once so the system can derive the day of the week.
To set the day and time, complete the following steps:
Step 1: Using a handset, when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ on the Navkey until you highlight Settings. Next, press MENU/SELECT.
Step 3: Press ▲ or ▼ until you highlight Set date/time, then press MENU/SELECT.
Step 4: Use the dial pad to enter the month, date and year, then press MENU/SELECT.
Step 5: Use the dial pad to enter the hour and minute. Press ▲ or ▼ to select AM or PM, then press MENU/SELECT.
Step 6: Press and hold OFF to return to the idle screen.
Why do calls fade/cut in and out when I’m using this phone?
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Tip 1 of 9
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. -
Tip 2 of 9
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), caller ID disruption and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to 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 phones.
In most cases, we recommend you connect the plug end of the DSL filter into the telephone jack, then connect a telephone cord between the filter and your phone.
Please contact your service provider to obtain DSL filters and installation information. -
Tip 3 of 9
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. -
Tip 4 of 9
To get better reception, try moving the telephone base to higher location. Relocate telephone base near a window if using telephone outside. -
Tip 5 of 9
Excessive background noise will cause a speakerphone to fade in and out. Try controlling the background noise by turning off any audio devices near the speakerphone. Also, try to avoid interrupting the person at the other end of the conversation while they are speaking. If background noise cannot be controlled, you should terminate speakerphone operation and return to normal handset mode. -
Tip 6 of 9
Disconnect any other equipment that is connected in series with your phone. If your phone begins to perform normally, there is a compatability issue with your other equipment. -
Tip 7 of 9
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, re-locate your phone or modem farther apart from one another, or use separate surge protectors. -
Tip 8 of 9
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, there is nothing wrong with the phone. This is normal radio operation. -
Tip 9 of 9
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance.
Why am I unable to dial out using this telephone?
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Tip 1 of 11
Confirm proper installation of the telephone base and charger power adapters, and handset battery. You should only use the VTech power adapters provided with your telephone. Make sure the power adapters are connected to working electrical outlets that are not controlled by a wall switch. -
Tip 2 of 11
Ensure the telephone cord is securely installed at the base and the wall jack. Or try another telephone cord. -
Tip 3 of 11
You may be dialing before the handset has fully established a link with the base. Make sure you verify presence of dial tone before dialing. It may help to wait a few seconds after handset is turned on before you begin dialing. -
Tip 4 of 11
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. -
Tip 5 of 11
When using the speakerphone, background noise can interfere with dialing as well as hearing the other party. Use the MUTE feature in the presence of background noise in your environment. -
Tip 6 of 11
Static, noise, calls cutting in and out and other erratic performance may be caused by nearby electronic equipment and other cordless devices using the same frequency. In addition, police scanners and HAM radios can generate interference. Separate your telephone system from these devices as much as possible. -
Tip 7 of 11
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. -
Tip 8 of 11
Recradle the handset for 15 seconds, then try using it again. -
Tip 9 of 11
If the phone is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery.
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
NOTE: After resetting the telephone system, you will need to reset the clock. If the time is not set, you will hear Time and Day Not Set when you listen to messages.
NOTE: If you have caller ID service, the time will automatically be updated whenever caller ID information is delivered. However, since caller ID delivers the date, rather than the day, you must program the year once so the system can derive the day of the week.
To set the day and time, complete the following steps:
Step 1: Using a handset, when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ on the Navkey until you highlight Settings. Next, press MENU/SELECT.
Step 3: Press ▲ or ▼ until you highlight Set date/time, then press MENU/SELECT.
Step 4: Use the dial pad to enter the month, date and year, then press MENU/SELECT.
Step 5: Use the dial pad to enter the hour and minute. Press ▲ or ▼ to select AM or PM, then press MENU/SELECT.
Step 6: Press and hold OFF to return to the idle screen. -
Tip 10 of 11
Confirm that the phone is set to the correct dial mode for the type of service that you have (pulse or tone). The default setting for the telephone is for tone service. Complete the following steps if you need to change the dial mode:
Step 1: Using a handset when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ until Settings is highlighted. Now press MENU/SELECT.
Step 3: Press ▲ or ▼ until Dial mode is highlighted, then press MENU/SELECT.
Step 4: Press ▲ or ▼ to highlight Touch-Tone or Pulse, then press MENU/SELECT.
Step 5: Press and hold OFF/CLEAR to return to the idle screen. -
Tip 11 of 11
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance.
Why won’t the battery(s) in my telephone handset hold a charge?
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Tip 1 of 11
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 2 of 11
Make sure that the power cord is securely plugged into the base and electrical outlet. Make sure the electrical outlet is not controlled by a wall switch. -
Tip 3 of 11
Confirm proper installation of the handset battery. If the battery is missing or installed wrong, you will see this error message. The proper installation procedure for the battery is as follows:
Step 1: Align the two holes in the plug with the socket pins, then snap the plug into place.
Step 2: Place the battery in the compartment with the wires in the upper left corner.
Step 3: Replace cover by sliding it upwards until it clicks into place.
Step 4: Be sure to charge the battery in the handset for a minimum of 16 hours before using your phone. -
Tip 4 of 11
If you are a frequent user of the handset speakerphone feature, the total talk time on a fullly charged battery will decrease. -
Tip 5 of 11
When placing the handset in the base or charger, confirm that the charge contacts are making a good connection. The charging battery icon is displayed and, on selected models, the CHARGE light illuminates on the handset while it charges.
You should allow 16 hours to fully charge the handset battery. For optimum daily performance, return the handset to its telephone base or charger when not in use. -
Tip 6 of 11
Make sure you are using the battery supplied with your phone. If you are replacing the battery and you need assistance, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications. -
Tip 7 of 11
Ensure that your cordless handset is cradled properly. Proper cradling will be confirmed by the CHARGE light remaining on. -
Tip 8 of 11
Please make sure that the cords (power and telephone line) are plugged into the channels on the bottom of the base. If the cords are not properly installed, the base will not sit level and the phone may not charge properly. -
Tip 9 of 11
Dirty charge contacts on the telephone base and handset could prevent the batteries from charging. Clean the handset and base charge contacts using a pencil eraser or a cloth to eliminate deposit accumulation. -
Tip 10 of 11
Make sure that the battery cover is properly secured on the handset. If the battery cover is not correctly installed, it may prevent the handset from charging. -
Tip 11 of 11
You may need to replace the rechargeable battery, especially if it has been in service for more than one year. To find a replacement, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications.
My telephone handset appears to be dead. What should I do?
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Tip 1 of 10
If your handset responds in any way (beeps, displays a message on the screen, etc.) then it is not dead. Please review the Frequently Asked Questions list to check for a more specific symptom to your problem.
A common cause for dead handset symptoms is a dead battery. We recommend that you initially charge the handset battery for 16 hours. If the handset does not hold a charge or seems dead, we suggest the following:
• Please verify that the handset battery(s) is securely plugged into the back of the handset.
• Check that there is power to the base and charger. If there is power and the handset is cradled face up, the CHARGE light on the handset will be on, and/or the battery icon will be displayed.
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Tip 2 of 10
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 3 of 10
Make sure you are using the battery supplied with your phone. If you are replacing the battery and you need assistance, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications. -
Tip 4 of 10
When placing the handset in the base or charger, confirm that the charge contacts are making a good connection. The charging battery icon is displayed and, on selected models, the CHARGE light illuminates on the handset while it charges.
You should allow 16 hours to fully charge the handset battery. For optimum daily performance, return the handset to its telephone base or charger when not in use. -
Tip 5 of 10
Please make sure that the cords (power and telephone line) are plugged into the channels on the bottom of the base. If the cords are not properly installed, the base will not sit level and the phone may not charge properly. -
Tip 6 of 10
Dirty charge contacts on the telephone base and handset could prevent the batteries from charging. Clean the handset and base charge contacts using a pencil eraser or a cloth to eliminate deposit accumulation. -
Tip 7 of 10
Make sure that the battery cover is properly secured on the handset. If the battery cover is not correctly installed, it may prevent the handset from charging. -
Tip 8 of 10
Recradle the handset for 15 seconds, then try using it again. -
Tip 9 of 10
If the phone is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery.
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
NOTE: After resetting the telephone system, you will need to reset the clock. If the time is not set, you will hear Time and Day Not Set when you listen to messages.
NOTE: If you have caller ID service, the time will automatically be updated whenever caller ID information is delivered. However, since caller ID delivers the date, rather than the day, you must program the year once so the system can derive the day of the week.
To set the day and time, complete the following steps:
Step 1: Using a handset, when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ on the Navkey until you highlight Settings. Next, press MENU/SELECT.
Step 3: Press ▲ or ▼ until you highlight Set date/time, then press MENU/SELECT.
Step 4: Use the dial pad to enter the month, date and year, then press MENU/SELECT.
Step 5: Use the dial pad to enter the hour and minute. Press ▲ or ▼ to select AM or PM, then press MENU/SELECT.
Step 6: Press and hold OFF to return to the idle screen. -
Tip 10 of 10
You may need to replace the rechargeable battery, especially if it has been in service for more than one year. To find a replacement, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications.
My speakerphone fades in and out. What can I do to fix this?
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Tip 1 of 4
Excessive background noise will cause a speakerphone to fade in and out. Try controlling the background noise by turning off any audio devices near the speakerphone. Also, try to avoid interrupting the person at the other end of the conversation while they are speaking. If background noise cannot be controlled, you should terminate speakerphone operation and return to normal handset mode. -
Tip 2 of 4
When using a speakerphone, you should be reasonably close to the base (or handset) in order to hear and be heard. The optimum distance will depend on room acoustics and noise levels. It is always a good idea to control ambient noise in your environment when using a speakerphone. -
Tip 3 of 4
When using the speakerphone, background noise can interfere with dialing as well as hearing the other party. Use the MUTE feature in the presence of background noise in your environment. -
Tip 4 of 4
When using a speakerphone, controlling background noise in your environment is essential. While you are listening to your party, press MUTE (or MUTE/DELETE) to temporarily turn the microphone off. When it is your turn to speak, remember to press MUTE again to turn the microphone on.
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Once you have listened to all new messages in your voice mail box, the voice mail indicators on your phone will turn off after you end your call. If the indicators remain on after you have reviewed all new messages, you can manually turn off the indicators:
Step 1: Press MENU/SELECT.
Step 2: Press ▲ or ▼ until Settings is selected.
Step 3: Press MENU/SELECT. Next, press ▲ or ▼ until Clr voicemail is selected.
Step 4: Press MENU/SELECT. Turn off indicator? or Reset VM Icon? or Reset Voicemail Indicator? is displayed. Press MENU/SELECT to confirm.
Step 5: Press and hold OFF to return to idle mode.
NOTE: This procedure only turns off the indicators. It does NOT delete any messages currently stored in your voice mail box.
My handset displays either LOAD DELTA FILE or LOAD DEFAULT DELTA FILE. What should I do?
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Tip 1 of 2
If the handset is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again. -
Tip 2 of 2
If the telephone continues to operate abnormally, then you may need to replace it. Please contact our Consumer Sales and Service Center for further assistance, (800) 595-9511.
The ringer on my phone is too loud or too soft. How do I adjust the ringer volume?
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To adjust the handset ringer volume, complete the following steps:
Step 1: With the handset in idle (off) mode, press MENU / SELECT; then press ▲ or ▼ on the NavKey until Ringers is highlighted.
Step 2: Press MENU / SELECT. Ringer volume is highlighted. Press MENU/SELECT again.
Step 3: Press ▲ or ▼ on the NavKey to highlight the phone line for which you want the ringer volume adjusted. Next, press MENU / SELECT.
Step 4: Press ▲ or ▼ on the NavKey to raise or lower the ringer volume. Press MENU/SELECT to confirm the setting.
Step 5: Press and hold OFF/CLEAR to return to the idle screen.
NOTE: At the lowest setting, the ringer is OFF.
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Tip 1 of 8
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), caller ID disruption and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to 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 phones.
In most cases, we recommend you connect the plug end of the DSL filter into the telephone jack, then connect a telephone cord between the filter and your phone.
Please contact your service provider to obtain DSL filters and installation information. -
Tip 2 of 8
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. -
Tip 3 of 8
Move the 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 device 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 headset. -
Tip 4 of 8
To get better reception, try moving the telephone base to higher location. Relocate telephone base near a window if using telephone outside. -
Tip 5 of 8
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, re-locate your phone or modem farther apart from one another, or use separate surge protectors. -
Tip 6 of 8
Disconnect all other equipment on the phone line, as the problem may be caused by a different product than your cordless phone system. Reconnect your equipment, one unit at a time, until you determine the cause of the problem. -
Tip 7 of 8
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. -
Tip 8 of 8
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance.
How do I register a new accessory handset to the base?
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Charge the new handset before attempting registration.
Step 1: The unregistered handset will display:Press and hold FIND HANDSET on base for 4 sec, then press ## on handset.
Step 2: On the telephone base, press FIND HANDSET for approximately four seconds, until the IN USE light appears.
Step 3: Now, press ## on the handset. Soon, the handset will emit a series of tones, and HANDSET Registered is displayed. The newly registered handset will be assigned the lowest extension number not previously assigned to another system handset when successfully registered. Repeat this process if the handset does not successfully register to the telephone base within two minutes.
Why am I not receiving caller ID on my phone?
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Tip 1 of 5
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 use compatible caller ID systems.
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 caller ID disruption, static, noise and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to 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 phones.
In most cases, we recommend you connect the plug end of the DSL filter into the telephone jack, then connect a telephone cord between the filter and your phone.
Please contact your service provider to obtain DSL filters and installation information.
Caller ID and Call Waiting ID may not be available for every call. Common reasons are incompatibilities between your and your caller’s service, transmission errors and answering calls before the ID data is received. -
Tip 2 of 5
Caller ID data may not be displayed on your phone if you answer a call at or before the second ring. This would also apply to an answering device that "answers" the call at or before the second ring. -
Tip 3 of 5
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance. -
Tip 4 of 5
Disconnect all other devices that have Caller ID capability. If the problem stops, there is an incompatability with one or more of your units. -
Tip 5 of 5
If the phone is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery.
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
NOTE: After resetting the telephone system, you will need to reset the clock. If the time is not set, you will hear Time and Day Not Set when you listen to messages.
NOTE: If you have caller ID service, the time will automatically be updated whenever caller ID information is delivered. However, since caller ID delivers the date, rather than the day, you must program the year once so the system can derive the day of the week.
To set the day and time, complete the following steps:
Step 1: Using a handset, when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ on the Navkey until you highlight Settings. Next, press MENU/SELECT.
Step 3: Press ▲ or ▼ until you highlight Set date/time, then press MENU/SELECT.
Step 4: Use the dial pad to enter the month, date and year, then press MENU/SELECT.
Step 5: Use the dial pad to enter the hour and minute. Press ▲ or ▼ to select AM or PM, then press MENU/SELECT.
Step 6: Press and hold OFF to return to the idle screen.
I cannot pair my cell phone or Bluetooth headset to the cordless telephone base.
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Tip 1 of 2
CELL PHONE: Is your phone Bluetooth enabled? Check your owner’s manual or with the manufacturer.
If your cell phone is currently active with another Bluetooth device (such as a headset), you will not be able to pair it with the cordless telephone base until you disconnect it from the other device.
Make sure your cell phone’s Bluetooth feature is turned on and in pairing mode. Consult your owner’s manual for information on pairing your cell phone with another Bluetooth device, including how to put it in discoverable mode. The cordless telephone must also be in discoverable mode. Follow the directions in the User’s Manual on pairing. Pairing is initiated from the cordless handset.
Some cell phones require you to authorize the Bluetooth device before it will pair. The phone will show the cordless telephone base and you must authorize it to work. Consult your cell phone owner’s manual for the pairing procedure.
Turn your cell phone off and then on again. Try the pairing procedure again.
Reset the cordless telephone base by unplugging the AC power for 15 seconds, then plugging the power in again. Once the unit resets, try the pairing procedure again.
If you are unable to pair your cell phone with any type of Bluetooth device, consult your owner’s manual or contact your cell phone manufacturer for instructions on pairing with Bluetooth.
Check the Bluetooth device compatibility list for compatible cell phone and headsets.
HEADSET: Ensure that your headset is charged. Pairing may not take place if the battery is low.
If your headset is currently active with another device, you will not be able to pair it with the cordless telephone base until you disconnect it from the other device. If it is connected to a cell phone, please turn the cell phone off and try pairing again.
Make sure your headset’s Bluetooth feature is turned on and in pairing mode. Consult your owner’s manual for information on pairing with another Bluetooth device, including how to put it in discoverable mode. The cordless telephone must also be in discoverable mode. Follow the directions in the User’s Manual on pairing. Remember, pairing is initiated from the cordless handset.
Turn your headset off and then on again. Try the pairing procedure again.
Reset the cordless telephone base by unplugging the AC power for 15 seconds, then plugging the power in again. Once the unit resets, try the pairing procedure again.
Check the Bluetooth device compatibility list for compatible headsets and cell phones. -
Tip 2 of 2
CELL PHONE: Ensure that the cell phone has been paired to the cordless telephone and that it is included in the active devices list.
Ensure that your cell phone is charged. Connecting may not take place if the battery pack is low.
If your cell phone is currently active on another Bluetooth device, such as a headset, you will not be able to connect it to the cordless telephone until you disconnect it from the other device. Turn the cell phone off and then turn it on again.
Ensure your cell phone’s Bluetooth feature is turned on and in pairing mode. Consult your owner’s manual for information on pairing your cell phone with another Bluetooth device, including how to put it in discoverable mode. The cordless telephone must also be in discoverable mode. Follow the directions in the User’s Manual on pairing. Remember, pairing is initiated from the cordless handset.
Some Smart Phones / PDA phones have a wireless / wi-fi feature that must be turned on. Consult your cell phone owner’s manual. It will tell you if your phone has this feature and how to activate it.
Turn your cell phone off and then on again. Try the pairing procedure again.
Some cell phones require you to authorize the Bluetooth device before it will pair. The phone will show the cordless telephone base and you must authorize it to work. Consult your cell phone owner’s manual for the pairing procedure.
Reset the cordless telephone base and try the pairing procedure again. Unplug the AC power for 15 seconds, then plug the power in again. Once the unit resets, try the pairing procedure again.
HEADSET: If your Bluetooth headset is connected and active on your cell phone, you will not be able to connect it to the cordess telephone. The easiest way to ensure it is not connected to your cell phone is to turn the cell phone off.
Ensure that the headset has been paired to the cordless telephone and that it is included in the active devices list.
Ensure that your headset is charged. Connecting may not take place if the battery pack is low.
Reset the cordless telephone base and try the pairing procedure again. Unplug the AC power for 15 seconds, then plug the power in again. Once the unit resets, try the pairing procedure again.
How do I download my cell phone’s directory to my cordless phone?
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You can download four cell phone directories to your cordless system. Each directory can contain 1500 entries.
Step 1: Press MENU/SELECT, then scroll ▲ or ▼ to highlight Bluetooth. Press MENU/SELECT again.
Step 2: Download dir is highlighted. Next, press MENU/SELECT
Step 3: Use ▲ or ▼ to select the directory you wish to download; then press MENU/SELECT.
Step 4: Select the directory source: the cell phone’s memory, SIM card, or both. NOTE: Not all cell phones have a SIM card. Next, press MENU/SELECT.
NOTE: If you have previously downloaded this directory, the cordless handset will inform you of the date of the last update. Press MENU/SELECT to continue. It will also inform you that if you continue, the previous directory will be erased as it performs the new download. Press MENU/SELECT to continue.
Step 5: During the download, the cordless handset displays the progression of the number of downloaded directory entries. When the download is complete, press MENU/SELECT.
Step 6: Press and hold OFF/CLEAR to return to the idle screen.
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Tip 1 of 6
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 2 of 6
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. -
Tip 3 of 6
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. -
Tip 4 of 6
To get better reception, try moving the telephone base to higher location. Relocate telephone base near a window if using telephone outside. -
Tip 5 of 6
Recradle the handset for 15 seconds, then try using it again. -
Tip 6 of 6
If the phone is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery.
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
NOTE: After resetting the telephone system, you will need to reset the clock. If the time is not set, you will hear Time and Day Not Set when you listen to messages.
NOTE: If you have caller ID service, the time will automatically be updated whenever caller ID information is delivered. However, since caller ID delivers the date, rather than the day, you must program the year once so the system can derive the day of the week.
To set the day and time, complete the following steps:
Step 1: Using a handset, when the phone is not in use, press MENU/SELECT.
Step 2: Press ▲ or ▼ on the Navkey until you highlight Settings. Next, press MENU/SELECT.
Step 3: Press ▲ or ▼ until you highlight Set date/time, then press MENU/SELECT.
Step 4: Use the dial pad to enter the month, date and year, then press MENU/SELECT.
Step 5: Use the dial pad to enter the hour and minute. Press ▲ or ▼ to select AM or PM, then press MENU/SELECT.
Step 6: Press and hold OFF to return to the idle screen.
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Despite your VoIP box shows full signal strength, there could still be no dial tone/ display Line in Use/ etc. This may due to the abnormality of signal and voltage levels. Follow this short video to reset your VoIP box and its connected devices.
(For non-IS8151 series - all other models) https://www.youtube.com/watch?v=mXbXl4froUc&t=25s
(For IS8151-X series) https://www.youtube.com/watch?v=rJ9PNkwBzfE&t=3s
[Background]
• VoIP box connected via SIM/ LAN connection.
• Some VoIP boxes have displays and some not. While displays show steady ON and ready, you might still experience with no dial tone sound/ display Line in Use.[To Reset]
• Some Power off button does not fully power off the unit. It only put the VoIP box in standby mode. To truly power off, unplug the power adapter of your VoIP box.
• Disconnect all devices from the box. After a moment, reconnect your power adapter, and then press power button to turn ON.
• Wait until the VoIP box is steady ON and ready.
• Connect your telephone cable from your Telephone base to your VoIP box.REMINDER!!!
• Make sure you didn't connect the telephone cable from the Telephone wall outlet to VoIP box telephone port!!! Doing so will not damage the device, but it will affect the call function and becomes unusable. This is why you experience no dial tone, Line in Use with busy tone, etc.
• During power outage, your landline phone will not be available since it requires external electric power despite your VoIP box has a backup battery.If this situation persists, contact your VoIP / VoIP box service provider for further support.