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Nathan
Nathan, Engineer
Category: Consumer Electronics
Satisfied Customers: 24913
Experience:  Managing Director at Pollinate Group LLC
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My wireless phone KXTGA680 no longer displays the incoming

Customer Question

My wireless phone KXTGA680 no longer displays the incoming call number or who is calling. It displayed the information for about two weeks and stopped after my wife cleaned the keyboard at the base station.
JA: How old is the phone?
Customer: Three months.
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I have removed the batteries in all the handsets at the same time and removed the power and phone service. I also followed the prompts thru the menu.
JA: Anything else you want the electronics expert to know before I connect you?
Customer: No
Submitted: 3 months ago.
Category: Consumer Electronics
Expert:  Nathan replied 3 months ago.

Hi, I'm Nathan.
Sorry to hear that you're having trouble, but I'll do my best to help you. Please give me a few moments to review your details here.

Expert:  Nathan replied 3 months ago.

Can you tell me a bit more about the problem please:

1) If you have multiple handsets (within the same system), does this happen with all of them?
2) Are there other phones or even a fax, outside of this system but on the same line? If so are they working properly?
3) Is this a landline from the local phone/cable company, or a VOIP service (vonage/magicjack/etc)?
4) Do you have dsl service on the same line?
5) Full model of the phone(s) (printed on sticker on the main base station, not the handset)

Customer: replied 3 months ago.
It happens to the base station and all the handsets.
There is an alarm on the same line
This is a landline
Yes I have DSL on the same line
The model number is *****
Expert:  Nathan replied 3 months ago.

Thank you for the information,

do you happen to have an old corded or wall phone that you could test to see if the caller id info shows on it?

Customer: replied 3 months ago.
I have tried another phone set and the information shows on that set
Expert:  Nathan replied 3 months ago.

Thank you for trying,

This symptom indicates a hardware failure in the base station (since the issue happens with all handsets). We most often see this type of damage to the base unit as the result of a power surge, either through the phone or power lines.

The one thing you may attempt yourself is to fully reset the system:
1) unplug both power and phone lines from the main base.
2) remove batteries from all handsets
3) wait at least 15 minutes, then restore all
4) place a handset on the main base for a minute, as if to charge
5) check for functionality.

Let me know the results.

Thank you,

Nathan

Customer: replied 3 months ago.
I did this and had the batteries out and unplugged the base station from the power and phone lines for one hour and there was no change.
Expert:  Nathan replied 3 months ago.

Thank you for checking,

unfortunately that does confirm a hardware failure, meaning that the base stations internal circuitry is defective.

There is no viable repair for this as there are no parts available and labor would be many times the value of the system. Replacing the entire system at this point is really the only practical option.

Here is a comparable model I'd recommend: http://amzn.to/2pPiftI

My apologies for the news,

Nathan