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Greg A.
Greg A., Engineer
Category: Phone Systems
Satisfied Customers: 8722
Experience:  Working with Electronics for 25+ years.
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Can''t get off mute on our Panasonic phones, Got it at

Customer Question

Can''t get off mute on our Panasonic phones
JA: How old is the phone?
Customer: Got it at COSTCO NOT QUIT A YEAR AGO
JA: How long has this been going on? What troubleshooting have you tried?
Customer: Just a few days...someone touched something inadvertantly
JA: Anything else you want the phone expert to know before I connect you?
Customer: I tried hitting talk and then left click on soft key mute looks like it appears and disappears, but still we can''t talk. We can hear the caller, but they can''t hear us
Submitted: 8 months ago.
Category: Phone Systems
Expert:  Greg A. replied 8 months ago.

Hello & Welcome to Just Answer,

I'm Greg and will do my best to assist you today.

Sorry to hear of any issue you are having with your phones.

To help you with this issue, may I ask:

1) The FULL Model Number of the phone system you are working with? If this is a cordless system, that model should be printed on a sticker on the bottom or back of the MAIN base and START with KX-TG.

2) What phone service provider (phone company) you have for this phone line?

3) If you have ANY other phones (NOT part of the Panasonic system) attached to this same phone line and if so, are they working properly?

4) Do ALL CALLS (in and out) have this same issue?


Customer: replied 8 months ago.
The Model number is. KXTGF378We have ComcastWe can hear callers; they can't hear usSame on all 5 phones in the system
Expert:  Greg A. replied 8 months ago.

Hi again and thanks for that information.

May I ask if you have a piece of equipment from Comcast - such as a "MAIN BOX" (sometimes called a router), with lots of lights on the front and several cables connected in the back?

And if so, is one of the lights on the front labeled "PHONE 1" or "TEL 1"?


Customer: replied 8 months ago.
Let me go to the computer. It will take a minute
Customer: replied 8 months ago.
The phone light is not it's a Comcast problem?
Expert:  Greg A. replied 8 months ago.

Hi again,

If you get your phone service FROM Comcast, then YES, the phone light not being ON is an issue. Let me give you some steps YOU can do, to RESET that box, and perhaps restore phone service.

To do that reset, simply find the POWER PLUG in the back of that box and disconnect it. And leave it disconnected for AT LEAST TWO FULL MINUTES, and check that all the lights are out on the front of the box.
Then, after the wait time, reconnect the power plug, and watch the lights on the front of the box for a minute or so, as the device restarts. When the lights "stabilize", then you should be able to make a NEW TEST CALL, and see if the results have changed.

Please try that RESET and let me know the results of your TEST CALL - after the box powers back up.

Thanks, ***** *****

Expert:  Greg A. replied 8 months ago.

Hi again,

I see it has been a few days and I haven't seen a response on this page, so 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, ***** *****
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