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We just purchased 4 Panasonic KX-TGE234B cordless telephones.

Since installing them we have...

We just purchased 4 Panasonic KX-TGE234B cordless telephones. Since installing them we have not been able to receive long distance calls (out of our area code). Our old phones work. The "Block Unknown" is off.

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Answered in 3 minutes by:

6/17/2015

Electronics Technician: Greg A., Engineer replied 7 years ago

Greg A., Engineer

Category: Phone Systems

Satisfied Customers: 14,081

Experience: Working with Electronics for 25+ years.

Verified

Hello & Welcome to Just Answer,
May I ask EXACTLY what happens when these "out of area" calls come in?
If possible, can you tell me what you see and hear on your end AND what the caller hears (if you know them and can get that information)?
Thanks

Customer reply replied 7 years ago

We hear nothing, the caller hears rings but no answer.You can try calling us at(###) ###-####

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
Sorry for any delay. I can not call you at this time - not just yet.
OK - that sounds like a connection issue - between the main base unit and the phone jack (phone service).
So can you tell me about HOW the main base is connected to the phone line?
And can you tell me about how the "other phones" you referred to are connected to the phone line?
And one more thing: can the Panasonic system be used to MAKE outgoing calls AND receive LOCAL calls (or calls that DO have a valid caller ID)?
Thanks

Customer reply replied 7 years ago

We can receive local calls just fine. The phone is connected via the standard telephone RJ12 plug.
We can make local calls just fine. Our old simpler phone works.The other phones were plugged into the same jack as the new phone with the same cable.

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
Is your OLD phone STILL connected AND does IT still ring - when these calls come in?
Also, do you have ANY of the Call blocking features turned ON in the Panasonic system?

Customer reply replied 7 years ago

No, we replaced the old phone with the Panasonic phone. We do not have the call blocking turned on, though that seems to be the issue. I checked and it says it is off.

Electronics Technician: Greg A., Engineer replied 7 years ago

OK - let's go a little deeper.
Would it be possible to reconnect the OLD phone - and keep the Panasonic connected at the same time?
This would be to TEST what happens when these calls come in (to see if the ring is at least heard).
That would take a separate phone jack or 2-phone adapter.
Thanks

Customer reply replied 7 years ago

I have an older phone I can plug in in the bedroom, but I need someone to call me

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
OK - I can offer an "additional service" where I can call you - BUT there is an additional fee.
But we MAY be able to figure this out without that additional service.
Can you tell me if you see the handsets "lighting up" when these calls come in?
OR - when you look at the "Call List", do you see these calls marked as "blocked" (icon with a slash mark through an "incoming" arrow)?
Thanks

Customer reply replied 7 years ago

I plugged in the older phone, we receive the dial tone. I can wait here while you make a call and watch the Panasonic. The Panasonic is brand new and we do not have a call list. Also we were supposed to get 5 free help calls. Are you familiar with the Panasonic programming ?Both the Panasonic and the older phone are plugged in different jacks.

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
Yes, I'm familiar with the Panasonic systems programming.
And a "Caller List" is a list of calls that you have RECEIVED. So if you pick up ANY handset and press the CID (down) button on the handset, that should display a LIST of calls that have been received. AND if the call was blocked by the Panasonic, you SHOULD see that "blocked" icon next to the number (even if unknown) - as I mentioned above.
Can you TRY that CID button and scroll through the list - and see if you notice that blocked icon for ANY of the calls?
As for "5 free help calls", I'm not sure what you are referring to.

Customer reply replied 7 years ago

Yes, we have two unanswered calls that did not ring. One local and one from Arizona. There is no icon by the Arizona call.The local one was picked up by the answering machine

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
OK - if you do NOT have an icon next to the Arizona call, then I believe that call was NOT blocked by the Panasonic system.
That makes me thinks that perhaps your SERVICE PROVIDER (phone company) MAY have a "call block" feature that is turned ON, either intentionally or by mistake.
So may I ask what phone service provider you have for this phone line?
Thanks

Customer reply replied 7 years ago

We have fiber optic cable service with bundled telephone service from Farmers Mutual DBA USA Communications our of Shellsburg, Iowa.USA Communications phone number is(###) ###-####or(###) ###-#### It would be a coincidence for the phone service to develop a problem exactly when we bought the Panasonic phones. Have you tried to call us?

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again and thanks for that.
No - I have not offered the additional service yet (of calling you) - so I have not tried yet.
OK - may I ask if you were HOME at the time the Arizona call came in - so that you would have a chance to hear it ringing?
I only ask because the "characteristics" of a call that is blocked by a Panasonic system is that it will ring ONCE (on your end and the caller's end) and then the caller is "cut off" in some form or fashion (usually a "busy signal". Then the caller number in the CALLER LIST SHOULD be marked with that "blocked" icon I mentioned.
So where you home to hear that call come in?
Thanks

Customer reply replied 7 years ago

We came home just before that. We did not hear anything. I don't know if they tried to leave a message. We also were receiving several political calls every night until we purchased the Panasonic, then they stopped completely, there is no one ring. I was surprised to see the Arizona call on the call list.

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again and thanks for that.
OK - I will send you an OPTIONAL offer of a phone call that I will make to you. You do NOT have to accept the offer, unless you want me to make that call.
And if you do accept the offer, there WILL be an additional fee added on to the bid you made for this question. I just want to make sure you are clear on that - before you accept the offer.
Also, I will mark my caller ID as "unknown" - to TEST if the call IS being blocked (or not) by the Panasonic system.
BUT, I do NOT want you to answer the call, but just let it ring.
If all that makes sense, I will make that offer and let you decide if you want to accept it or not.
We will also continue here - for as long as needed to figure this out.
Look for the offer soon.
Thanks

Greg A., Engineer

Category: Phone Systems

Satisfied Customers: 14,081

Experience: Working with Electronics for 25+ years.

Verified

Greg A. and 87 other Phone Systems Specialists are ready to help you

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Customer reply replied 7 years ago

No one ring
No busy signal, only no answer rings
No icon displayed.
Am I to be charged $15 in addition to the $36. I originally clicked on the free answer.
What if the problem is not solved?

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
OK - I will place that call. Again, please do NOT answer this first call - so I can TEST to HEAR if it is blocked by the Panasonic system AND that you can see what an "unknown caller" looks like - in the caller ID list.
Please stand by and LISTEN ONLY.Hi again,
OK - I placed the call. Did you hear EITHER phone ring, and if so, about how many times did you hear it ring?
NOTE: I assume you still have the OLD phone connected too.

Customer reply replied 7 years ago

Neither phone rang. There was no call on the call list.

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
OK - that is interesting.
I got about 8 rings, and then a BUSY signal - kind of.
That leads me to believe that the call is not being switched through BY your service provider.
Now let me place a NEW call - with the caller ID turned ON - and see if that rings.
Again, do NOT answer the call - but just let it ring - if you hear it.
Thanks

Customer reply replied 7 years ago

Our long distance phone service that is set up with USA Communications did allow all long distance calls to come through, however if we made a long distance call we had to pay and extra charge

Electronics Technician: Greg A., Engineer replied 7 years ago

Hi again,
I have NOT made the second call yet, but will soon.
Just to be clear - MOST phone companies do NOT charge for INCOMING calls, either local OR long distance, but ONLY OUTGOING calls.
So is that the arrangement you have with your company?
Thanks

Customer reply replied 7 years ago

yes

Electronics Technician: Greg A., Engineer replied 7 years ago

OK - very good. I'm about to make the second TEST call. Please LISTEN ONLY - and don't answer.

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