BT6500 PHONE

[KPR56]

Just had a Hub 5 installation (new to Virgin) today and phone won't work. Installation engineer tested line and it's working but said my phone mustn't be compatible. Took it at face value but then googled the handset and found a previous query on here where someone appeared to be using the same set without any problems. Anyone have any suggestions why I might be having this problem? Don't want to buy a new set and find the same thing happens.

[Ayisha_B]

Hi @KPR56,

A warm welcome to our Community Forums and thanks for your post!

It's great to have you join us 🙂

Sorry to hear you're having some issues with your phone though. Could you expand on what is happening a little so I can advise further?

Many thanks and hope to hear from you soon.

[KPR56]

There’s not a lot I can add. There is no dialling tone and I can’t ring out or receive calls. I googled “compatible phones for Virgin media” and answers suggested you need a DECT phone, which the BT6500’s are. A previous forum post included reference to these phones but from the perspective of adding additional phones so it appears that the issue might not be with them.

[Ayisha_B]

BT6500 is a DECT phone so the equipment may not be the issue but if the technician said the line was working, is it possible you can test using a different handset if you can? 

Have you also tried troubleshooting here ? 

[KPR56]

Sorted. It is the adapter provided that was the problem. Found an old RJ11 cable to plug phone directly to hub and it works.

[Ayisha_B]

Aah amazing! So glad you've managed to resolve the issue 😄

If you need anything else, just give me a shout.

Have a lovely day!