Hello & Welcome to Just Answer,
Sorry to hear of the issue you are having with your phone.
May I ask:1) The FULL Model Number of the phone system you are working with?
That model number SHOULD be printed on the bottom or back of the MAIN BASE UNIT of your system, and start with KX-TG.
I see it has been a few days and I just wanted to follow up to see if you have any more questions concerning this issue or if the issue was resolved.
I look forward to any further questions or results that you may have.
Thanks, ***** *****