We have one base station and six handsets (Gigaset N300A IP base station & 6 Gigaset C570HX handsets). Everything was working OK until we were asked to connect the phone to the Hub 3 rather than the wall socket in early November.
Now only 5 of the handsets will ring if we receive an incoming call. It is not a fault with a specific handset, as it is a different handset each time.
The manufacturer has replaced the base station under warranty, but we still have the same problem with the replacement base station.
The manufacturer have told me that the NP300A IP & 6 C570HX handsets have a total REN value of 1.
Currently I have disabled ringing on one of the handsets as a temporary solution. However, we would really like it all the handset can ring.
Are there any solutions to this problem?
Answered! Go to Answer
Thanks for posting to us here on the Community.
I am sorry to hear you are having issues with your landline service, we will do all we can to help.
Can you please confirm how the handsets are connected to the Hub? With there being so many, it may be the case that there is not enough power running through the Hub to enable all handsets to ring.
The Gigaset N300A IP base station is connected to the telephone port in the hub using the rj11 cable supplied by Virgin. The handsets are DECT and are wirelessly connected to the N300A IP base station.
Thank you for confirming.
This may be a power issue but we will need to have our team look in to it further.
To do this, I will pop you over a private message to take some details. This will be available via the purple envelope on the top right of this page.
FYI Our Virgin Hub 3 is in "modem mode" and we are using an Asus router.
Sound like an unusual problem.
If you use the 'paging' function of the Gigaset system, do all of the 6 handsets ring together?
Check your own manual/doc's but looks like page 114, page footnotes, below
(mentions all handsets should ring irrespective of ringer settings)
Have you got any of the 'ECO' features enabled on the system?
Are you using any of the IP telephony features of the Gigaset system?
Is the network connection of the Gigaset system plugged into the VM hub?
One of the (many and complicated!) features of the system seems to be routing/prioritising calls from particular incoming lines to particular handsets. Would there be anything like that set up?
In recent topics on here, the REN capabilities of the phone socket on the VM hub seem to be REN = 3 so the base station should not cause an issue from that POV. As the handsets are wirelessly connected, and the base station is independently powered, it is hard to see a link to how that number of handsets affects the number of phones able to ring.