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I get a new tel.for an existing system and installed battery…

Customer Question
I get a new...

I get a new tel.for an existing system and installed battery and charged it in the base. I believe it registered. It charged for over 12 hrs. In the phone viewing area it states, "NO LINE. What have I done wrong?

Technician's Assistant: How old is the phone?

We rent and are snow birds. But the base does operate and records messages. If I had to guess maybe 8-10 yrs old

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

Just stated placing the phone in the base yesterday. I have not tried any trouble shooting.

Technician's Assistant: Anything else you want the phone expert to know before I connect you?

Yes, I registered the new phone in the base. after a while I placed the new phone in the aux base for charging. Realizing this may not be best thing to do I moved it back to the main base and charged it for 12hrs.

Submitted: 1 year ago.Category: Phone Systems
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Answered in 1 hour by:
1/8/2017
Electronics Technician: Greg A., Engineer replied 1 year ago
Greg A.
Greg A., Engineer
Category: Phone Systems
Satisfied Customers: 9,599
Experience: Working with Electronics for 25+ years.
Verified

Hello & Welcome to Just Answer,

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

Sorry I didn't see your question earlier and 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.

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

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

Please REPLY using the box below and the SEND button.
NOTE: If you see ANY requests for "additional services" - such as a phone call - please understand that these are sent BY THE SITE AUTOMATICALLY (and not me), and I may NOT be available by phone at the moment of that request. Feel free to DECLINE (close) any such offers, and continue in this text/chat form.

Thanks

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Customer reply replied 1 year ago
Am home now. !. Cordless system. Model # CS6859
2. Comcast
3. Only the 2nd phone on an auxiliary base.
{ I did attach the phone to auxiliary base to charge it at1st. but moved it to the main base when I thought better of it.
Electronics Technician: Greg A., Engineer replied 1 year ago

OK - let me look that up.

While I do that, please let me know WHERE this additional handset was purchased AND if it was NEW or "Used" (perhaps "refurbished")?

Thanks

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Electronics Technician: Greg A., Engineer replied 1 year ago

Also, what is the exact model of the additional handset?

Thanks

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Customer reply replied 1 year ago
This is a leased apt. We are snow birds so I can't tell you much about the existing equipment. But the headset was purchased from V Tech on line in consultation with a sales representative who matched headset to the phone system.
Electronics Technician: Greg A., Engineer replied 1 year ago

OK - very good.

Did the additional handset include ANY "paperwork" - such as a "quick guide" - as that MAY show the model of the handset.

Thanks

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Customer reply replied 1 year ago
The auxiliary base model # is CS6719. When I purchased the headset they matched the headset to this base. The handset # DECT 6.0 auxiliary handset,. Manual states that it is compatible with Base CS6859.
Customer reply replied 1 year ago
Handset is new.
Customer reply replied 1 year ago
Auxiliary base and phone work fine The headset using the Cs6859 base also will work. Just the new phone will not work.
Customer reply replied 1 year ago
Greg A. are you still there?
Customer reply replied 1 year ago
I should have said the existing headset with the existing base works fine.
Electronics Technician: Greg A., Engineer replied 1 year ago

Yes - still here - but system is delaying your responses.

Let me exit and come back in - to see if I can correct that.

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Customer reply replied 1 year ago
Just so you know I will not spend an additional $ 26. to solve this problem via a phone call.
Electronics Technician: Greg A., Engineer replied 1 year ago

Hi again,

I think I'm reconnecting again.

As mentioned earlier:

If you see ANY requests for "additional services" - such as a phone call - please understand that these are sent BY THE SITE AUTOMATICALLY (and not me), and I may NOT be available by phone at the moment of that request. Feel free to DECLINE (close) any such offers, and continue in this text/chat form.

Back to the issue: Let me look up that model of ADDITIONAL handset, and double-check about compatibility.

Thanks

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Customer reply replied 1 year ago
OK. I understand. However we have past the 1 Hr mark. Do you think you can resolve this problem? Is so, how much longer for an answer? Are the pieces of equipment compatible?
Electronics Technician: Greg A., Engineer replied 1 year ago

Hi again,

Sorry for any delay - my system is "messing up" and not sending my responses back in a timely manor. Let me try again.

Does the ADDITIONAL HANDSET have a model printed on it (perhaps INSIDE the battery compartment) of CS6709?

Thanks

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Customer reply replied 1 year ago
CS6709
Electronics Technician: Greg A., Engineer replied 1 year ago

OK - very good.

Let me send you the electronic (PDF) version of the manual for that handset, which does include the instructions for registering this handset to your system (see page 3 of that manual).

Click Here --> https://cdn-media.vtechphones.com/media/p/document2/products/%7B9358D98A-AA8A-4378-8E8A-6358CB5A6736%7D/CS6709-X_CIB_CEC_V4_20141229.pdf

That manual should appear on your screen OR download the file to your computer when clicking that link. Please let me know if it does NOT appear or download, as I can grab an image of the appropriate instructions and send them here - if needed.

Thanks

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Customer reply replied 1 year ago
Greg I already have these instructions. The batteries were placed correctly. I believe it was registered correctly The charging light is on. The phone picks up information about who called in the past. Yet NO LINEin the phone screen. You have not have helped me or addressed why. Can you help or is this all you can do?
Electronics Technician: Greg A., Engineer replied 1 year ago

OK - Can you tell me

1) The TOTAL number of handsets that are registered to the base unit?

2) Can you HEAR a dial tone - when pressing the TALK button on this handset?

Thanks

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Customer reply replied 1 year ago
1. 1 to the best of my knowledge If you count the auxiliary headset, 2. But the auxiliary headset is existing.
2. No dial tone for the new headset. That is the problem........ Existing headset works fine.
Electronics Technician: Greg A., Engineer replied 1 year ago

Hmm - that's interesting.

This MAY be a problem with the base unit - and being able to successfully add this additional handset.

So let's try a FULL system RESET - and see if the "No Line" message goes away.

I have the procedure/sequence below that I use to reset these systems.

Cordless system "reset" procedure. This is done by following the steps below.
============================
1) Remove the batteries from ALL handsets in the system.
2) Remove the phone cord from the main base unit AND the phone jack in the wall.
3) Remove the AC power adapter plug from the main base unit AND remove the AC adapter from the power outlet.
4) WAIT 15 minutes. This allows any "stuck" conditions in the components to clear.
5) Reconnect the batteries in all handsets.
6) Reconnect the phone cord between the main base and the phone jack in the wall.
7) Reconnect the AC power adapter plug in the main base unit and then plug the AC adapter into the wall power outlet.
8) Place a handset in the Main Base unit and Wait 60-90 seconds for the Base and Handset to sync-up (reconnect).
9) Test each handset for proper function.
10) Test each function of the main base unit (answering system, caller id, etc.).
============================

Please give these things a try and let me know what you find or if you have more questions.

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

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Electronics Technician: Greg A., Engineer replied 1 year ago

One other question - while waiting for this reset.

Did you EVER see the alternating "To register HS..." and "... see manual" on the screen of this NEW handset?

Thanks

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Customer reply replied 1 year ago
OK. sounds good. I will try it. It will take some time. Do you want to leave this communication open or can I shut it down. If so, how do I reach you?
Electronics Technician: Greg A., Engineer replied 1 year ago

You can leave it open for now - if that works for you.

OR - you can save a bookmark in your browser (CTRL-D in most browsers) and use that bookmark to return here at a later time.

I will be here for at least another hour or two and get notified when you respond.

Did you see my last note - about EVER seeing the alternating display on this new handset?

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Customer reply replied 1 year ago
no I do not.
Customer reply replied 1 year ago
No I did not
Electronics Technician: Greg A., Engineer replied 1 year ago

OK - let me send that again (below).

==========

One other question - while waiting for this reset.

Did you EVER see the alternating "To register HS..." and "... see manual" on the screen of this NEW handset?

Thanks

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Customer reply replied 1 year ago
No I did not see "to register "HS" or see " see manual on screen for this new handset
Customer reply replied 1 year ago
Can I do this tomorrow, mid morning and still get back to you?
Electronics Technician: Greg A., Engineer replied 1 year ago

Interesting ... because that is what SHOULD appear - if the handset has never been registered to another base unit (that's why I asked about "new" vs. "refurbished").

Yes, we can continue tomorrow if you would like.

Just so you know, I'm in the Pacific time zone (currently about 3:33PM), and typically on here from about 9AM-9PM Pacific time.

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Customer reply replied 1 year ago
Do I have to disconnect the auxiliary base and headset as well as the base and the new headset?
Electronics Technician: Greg A., Engineer replied 1 year ago

Auxiliary base units are only "chargers" - so don't have to be disconnected.

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Customer reply replied 1 year ago
Thanks I will try your list tomorrow. Right now is break time and time for "60 Minutes" Thanks Greg. I hope I can back to you tomorrow. I not much of a tech person/
Electronics Technician: Greg A., Engineer replied 1 year ago

Very good. I look for your response(s) tomorrow.

Have a Good Night, Greg A.

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Electronics Technician: Greg A., Engineer replied 1 year ago

Hi again,

I just wanted to let you know that I'm back online today.

Please let me know the results of the RESET - when you can.

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

(im)

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Customer reply replied 1 year ago
I am going to try to reset the system now. I will let you know the results.
Electronics Technician: Greg A., Engineer replied 1 year ago

Thanks - I should be here.

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Customer reply replied 1 year ago
The base works fine. The headset has "NO LINE' in the headset screen. The same as before. However when I started the headset again the screen was not clear. It had information in the screen. SHOULD THE SCEEN HAVE BEEN BLANK?
Electronics Technician: Greg A., Engineer replied 1 year ago

Did you do the FULL reset procedure - where the batteries were taken out of ALL handsets?

I only ask because you could COMPARE what is displayed on a WORKING handset with the NON-working handset - to see what is "normal" (for a working handset) at each step along the process.

I hope that makes sense.

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Customer reply replied 1 year ago
I did a full reset. I have only one handset. The batteries were removed. The working handset is in the auxiliary base. Do you want me to try that handset with the same proceedure?
Electronics Technician: Greg A., Engineer replied 1 year ago

RE: "The working handset is in the auxiliary base."

Is that "auxiliary base" actually a "charger" - with no PHONE CORD connection?

If so, then yes, we can to remove the batteries from ALL handsets during the process.

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Customer reply replied 1 year ago
That base connects into an answering machine with the phone jack. The answering machine connects to the Telephone jack in the wall. The power cord connects to power directly from the auxiliary to a wall outlet.. The answering machine does not operate. The answering machine in the main base is the answering machine used. Does that answer your question?
Customer reply replied 1 year ago
If that answers your question, what next?
Customer reply replied 1 year ago
Strange setup.
Electronics Technician: Greg A., Engineer replied 1 year ago

Actually - let me study your response.

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Customer reply replied 1 year ago
OK.
Electronics Technician: Greg A., Engineer replied 1 year ago

OK - that does sound like a "strange setup".

Can you tell me if the "answering machine" can be totally removed from the system and still have a charger for the non-working handset?

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Customer reply replied 1 year ago
I will try it. Give me a minute. The wire from the answering machine is hard wired and connects to the auxiliary base. It can be removed from the base. The answering machine is connected to the wall jack. I am sure I can use this wiring to connect the base to the wall jack. This is our only operating phone. I would hate to screw it up.
Electronics Technician: Greg A., Engineer replied 1 year ago

Do you have "modular phone cords" - that simply unplug from one socket (jack) and can be connected to another jack?

If I understand correctly, you will want to just take the non-working "answering machine" out and then plug the phone cord from the MAIN BASE into the same phone jack where the answering machine WAS connected.

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Customer reply replied 1 year ago
in part. The main base has nothing to do with this. The main base and the auxiliary are far apart. I am only talking about the auxiliary base cords.
Customer reply replied 1 year ago
there is no confusion The phone in the auxiliary base works just fine in its present setup. It is wired through an answering machine . cons this affect the maim base?
Electronics Technician: Greg A., Engineer replied 1 year ago

I think it might be the different "terms" we are using that is a bit confusing. Let me send a diagram of a typical system, with the terms that I normally use.

And as for being connected THROUGH a non-working answering machine, that will NOT normally affect anything connected through it. That machine should be acting as an "extension cord" for the phone line.

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Customer reply replied 1 year ago
OK. But where do we go from here?
Electronics Technician: Greg A., Engineer replied 1 year ago

Well, what is "technically confusing" is that the "NO LINE" message is supposed to mean that the handset IS "registered" to a base unit AND that the base unit it is registered to is NOT connected to a valid phone line.

So can you tell me if that "NO LINE" message CHANGES - when the POWER CORD is removed from the MAIN BASE unit?

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Customer reply replied 1 year ago
That is what happened. I can do all of this again If necessary. I don't think the results will change...
Electronics Technician: Greg A., Engineer replied 1 year ago

What did the message change to (sorry I forgot to ask)?

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Customer reply replied 1 year ago
the message the first time I did this the message was NO LINE. I have not gone through this again. Do that answer your question?
Electronics Technician: Greg A., Engineer replied 1 year ago

If you can, please disconnect the POWER - from the MAIN BASE - and then look at ALL handsets.

What SHOULD be displayed on ALL "registered" handsets is something like "Out of range or no pwr at base"

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Customer reply replied 1 year ago
OK done New headset shows time ,date ETC, but not out of range. Exiting headset from auxiliary base says out of range in auxiliary base and main base. Would you agree that I should try to send back the new head set to VTech.? And stop this?
Electronics Technician: Greg A., Engineer replied 1 year ago

Let's not send it back - just yet.

Please look at the last image I sent, and tell me what you received - with this new handset.

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Customer reply replied 1 year ago
I have the main base plus a screen and numbers and an answering system. It came with the unit on the right. I have been trying to get the headset to work with the unit on the left Can that be the problem?
Electronics Technician: Greg A., Engineer replied 1 year ago

Our use of different terms and our (my) misunderstanding is the problem (I believe).

What I believe the sales folks sent you was a SYSTEM (vs. Additional Handset & CHARGER) - where the handset is already registered to the BASE UNIT that it came with.

So now we have a choice:

1) Connect a PHONE CORD from the new BASE to a working phone jack OR

2) De-register the NEW handset from the base it came with and try to Register it to the OLD MAIN BASE.

Do those choices make sense to you, and if so, which would be easier for you?

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Customer reply replied 1 year ago
Lets try #2. Walk me through it. I have the new base{charger}
Electronics Technician: Greg A., Engineer replied 1 year ago

OK - let me first send an image of the "How to add & register a handset" instructions - for a CS6719 system - and have you look at the "To deregister all handsets" section.

Don't do anything with it now, as I need to explain a bit more, because we do NOT want to "deregister" the OLDER handsets from THE OLDER base.

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Customer reply replied 1 year ago
I got it. However I think I will send it back and start over again. But thanks for your help. When returned I will give them the right base or forget it and use just one phone. Thanks Greg. I have had it i afraid.
Electronics Technician: Greg A., Engineer replied 1 year ago

FIRST STEP - to "protect" the old system components from changes.

1) Disconnect the batteries from ALL of the OLDER handsets.

2) Disconnect the power (and phone cord) from the OLDER Main Base Unit.

LEAVE THESE COMPONENTS DISCONNECTED during SECOND STEP (below).

SECOND STEP: DEREGISTER NEW handset from NEW base.

1) Use the "To deregister all handsets" instructions I just sent.

Once the NEW handset shows the "To Register HS..." and "... see manual" (alternating), move on to THIRD STEP (below),

2) Disconnect POWER from the NEW base.

THIRD STEP: Register NEW handset to OLDER BASE.

1) Reconnect batteries in OLDER handsets.

2) Reconnect phone cord and power to the OLDER BASE.

3) Follow the steps to Register the NEW handset to the OLDER BASE.

I believe you have these instructions already, as I sent them before and you mentioned that you already had them. But let me know if you need them again.

Hopefully, this will register the NEW handset to the OLDER base.

If that works, then it should be OK to reconnect the power to the NEW base - although it will now be used ONLY as a "Charger".

I hope that all makes sense and can be done.

Please let me know if you have any questions about this process.

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

(im)

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Electronics Technician: Greg A., Engineer replied 1 year 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, ***** *****
--. .-
(im)

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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