Frequently Asked Questions - Home Phones

What range (distance) can I expect from a VTech cordless phone?
In most operating situations you should receive approximately the following; VTech DECT cordless phones you should receive up to 50 metres, for VTech DECT6.0 cordless phones you should receive up to 100 metres and for VTech DECT360 cordless phones you should receive up to 150 metres.
NOTE: The operating distance between the handset and base of a cordless phone is influenced by the operating environment with factors such as building construction, interior walls etc. all having an effect.
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How many Handsets/Lifestyle Accessories can I pair to my VTech cordless phone?
The number of Handsets/Lifestyle Accessories you can register to your VTech cordless phone depends upon the model.
VTech models 15100, 15300, 15350, 17000, 17050, 19300 and 19350 are unable to have additional handsets registered to their retail pack.
All other VTech cordless phones, including the Voice Comms Bridge, can have 5 handsets registered to them (except VTech models 17450, 18450, 18750 and Smart Comms Bridge - see below) .
For VTech model 17450 you can register the following combinations; Up to 5 handsets, and no VS013, VS014 or VS015; OR Up to 4 handsets, 1 VS013, and no VS014 or VS015; OR Up to 4 handsets, no VS013, and as many VS014 and/ or VS015 as you like (max. 30); OR Up to 3 handsets, 1 VS013, and as many VS014 and/or VS015 as you like (max. 30).
For VTech models 18450 and 18750 you can register up to 4 handsets and 30 Lifestyle Accessories. Note you can have a maximum of 2 VS013, plus as many VS001/VS002/VS003/VS014/VS015 as you like (max. 30).
For the VTech Smart Comms Bridge you can connect up to 7 handsets and 30 Lifestyle Accessories. NOTE: CLS20850E counts as 2 handsets as both base and handset must be paired to the Smart Comms Bridge. A maximum of 2 VS013 can be paired to the Smart Comms Bridge system. The CLSBTA and CLSPHSV2 lifestyle accessories each count as a handset.
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My VTech cordless phone is not ringing.
Check the ring volume on your cordless phone. Check that the ringer is not muted.
If you are using the Caller ID announcement feature (model dependent) the first ring or two may be muted whilst the number of the incoming callers is announced.
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The keypad on my VTech cordless phone is locked and will not dial.
Some VTech cordless phones have a keypad lock feature. Press and hold the * button to unlock / lock the handset keypad.
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How many rings can my answering machine be programmed to answer after?
This is model dependent. Please refer to the Answering Machine section of your VTech cordless phone user manual to determine what number of rings you can have on your model.
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My VTech cordless phone asks for a security code when the answering machine answers.
The answering machine is switched off - the system will still answer but the security code is required to access the answering machine remotely.
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My call registers as Private when I call someone from my VTech cordless phone
You have an unregistered or private number with your service provider. Please contact them if you want to change this.
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Can I pair a Bluetooth enabled mobile phone to my VTech cordless phone?
You can pair a Bluetooth enabled mobile phone to the VTech 15850, 17550 and 17850 models that have the Bluetooth MobileConnect feature.
MobileConnect Call Connectivity - allows you to make and receive mobile calls using your cordless phone. This allows calls to be made using either your home line or mobile network from any handset.
MobileConnect Phonebook Transfer - you can transfer contacts from your paired mobile phones to your cordless phone.
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Can I pair a Bluetooth headset to my VTech cordless phone?
You can pair a Bluetooth headset to the VTech 15850, 17550 and 17850 models that have the Bluetooth MobileConnect feature.
When making a call you must be dial out on the handset and then transfer it to the headset to continue the call.
When answering a call your Bluetooth headset will need to have a "call answer" button to answer directly on the headset.
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When I dial a number I hear the numbers I am dialling from my VTech cordless handset?
Talking Digits feature (model dependent) announces each number as you dial it. You can turn this feature on or off - refer to your VTech user manual for how to do this.
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VTech cordless phone security explained
All VTech cordless phones operate using DECT technology.
The DECT technology standard provides a number of security measures that can be implemented to counteract the vulnerabilities introduced by the use of a wire-less system.
DECT uses a number of measures including subscription and authentication protocols to ensure that only those stations allowed will be able to communicate.
In addition to this the DECT security measures also include advanced ciphering techniques to provide protection against eavesdropping.
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Is my VTech phone NBN compatible?
All VTech landline phones are compatible with the NBN. How you connect them to an NBN service will depend on the type of NBN connection you have installed at your premises (see below).
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What happens if I lose power to my NBN service?
In the event of a power disruption to your NBN service the voice service provided by your NBN service provider will not work.
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Why does my VTech cordless phone show a "missed call" when there is no incoming call?
The issue of missed calls when no actual incoming call occurs, when your VTech cordless phone is connected to the NBN, is caused by the VMWI signals created by the network/equipment your phone is connected to.
VMWI (Visual Wait Message Indicator) is a feature of Messagebank, and the format in which your service provider is transmitting this information is the cause of the missed call issue you are experiencing.
This issue can occur even if you have not activated Messagebank on your service, as the Messagebank feature sits on every service for the user to decide whether they wish to use it or not.
This issue needs to be resolved by your telephone service provider. You may also ask your service provider to completely remove the Messagebank feature from your service as this may solve the issue.
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Why does my VTech phone display the wrong date & time after receiving a call?
If you have Caller ID on your phone service, the date & time on your VTech phone updates with the data that comes through with each call.
If this date & time is not correct then an issue exists with your telephone service provider and needs to be corrected by them. It may either be a network date & time setting that needs to be fixed or a date & time zone issue with the hardware (gateway or modem/router) that your VTech phone has been connected to.
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Why does my VTech cordless phone show "new voicemail" when I have no messages?
The issue of new voicemail when there are no messages, when your VTech cordless phone is connected to the NBN, is caused by the VMWI signals created by the network/equipment your phone is connected to.
VMWI (Visual Wait Message Indicator) is a feature of Messagebank, and the format in which your service provider is transmitting this information is the cause of the new voicemail issue you are experiencing.
This issue can occur even if you have not activated Messagebank on your service, as the Messagebank feature sits on every service for the user to decide whether they wish to use it or not.
This issue needs to be resolved by your telephone service provider. You may also ask your service provider to completely remove the Messagebank feature from your service as this may solve the issue.
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Why does my VTech cordless phone not match the incoming number to an entry stored in the Phonebook?
Some service providers on the NBN are sending both number (normal telephone number format) AND name (UNAVAILABLE or some other variant as there are no names associated with numbers on the Australian network) via their Caller ID solution.
If the name field from the network is blank, the VTech software can match the number info to an entry in the phonebook and display that name on the phone screen. If however the name field from the network has data against it (UNAVAILABLE or some other variant) the software can not override this network information.
The only solution to this is for the NBN service provider to switch off the name data on their equipment.
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How do I connect my VTech phone to the NBN - Fibre to the Node (FTTN)?
A Fibre to the Node (FTTN) NBN connection is where the NBN optic fibre cable is run to a node at the end of the street (or nearby street). The NBN service is then delivered to the premises by the existing copper or HFC cable.
Your service provider should provide you with a modem/router (gateway) when you subscribe to an NBN service with them. Example image below.
Connect the base station of the VTech Cordless or Corded Phone to the analog port on the modem/router (gateway) as advised by your service provider.
IMPORTANT NOTE: Do NOT pair your VTech cordless handsets directly to the service provider's modem as this will remove all functionality you previously had from your VTech base station (such as Phonebook, Answering Machine etc.) and may result in your VTech phone no longer working as it should.
NOTE: In the event of a power failure on this type of connection, it is unlikely that your phone service will work as there is no power to the modem/router (gateway) which is required for your telephone to operate.
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How do I connect my VTech phone to the NBN - Fibre to the Premise (FTTP)?
A Fibre to the Premise (FTTP) NBN connection is where the NBN optic fibre cable is run directly to the premise and an NBN connection box is installed in the premise.
The NBN connection box that is supplied and installed by your service provider has 2 outlets (UNI-V) for standard voice connection and 4 Data outlets (UNI-D) for your home network as seen in the image below.
The 2 standard voice ports (UNI-V) on the left are the ones you would use for your VTech Cordless or Corded Phone, or for any other standard voice compatible home phone. Please check with your service provider which voice port has been activated. There are 2 ports to allow for 2 different phone lines (phone numbers) to your home. The other 4 data connectors (UNI-D) on the right are for your home network (computer, laptop, television, PVR or smart devices).
Some service providers may deliver your voice service via a UNI-D port with a modem/router (gateway) that they will provide to you. Connect the base station of the VTech Cordless or Corded Phone to the analog port on the modem/router (gateway) as advised by your service provider.
IMPORTANT NOTE: Do NOT pair your VTech cordless handsets directly to the service provider's modem as this will remove all functionality you previously had from your VTech base station (such as Phonebook, Answering Machine etc.) and may result in your VTech phone no longer working as it should.
NOTE: In the event of a power failure on this type of connection, for your phone to continue to work (provided it is either a cordless phone with power fail back-up or a corded phone) you would need to have an NBN back-up battery installed by your service provider.
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Can I connect my VTech Cordless Phone to a DECT enabled router?
The VTech cordless handset is designed to work with its own base station to take advantage of all the features that are available. The VTech handset and base station use DECT wireless communication to connect to each other. The base station should be connected to the voice line (analog line) of the router using the provided voice cable, if you wish to use the router for all voice calls. This is the only method recommended by VTech when connecting to a router that has a voice line as shown in the picture below.
There are routers available that may have the ability to communicate via DECT and the manufacturers of these routers advertise that they work with DECT cordless phones. This means that the cordless handset is connected to the router using DECT wireless communication. The phone system base station has now been bypassed and the router has become the base station for the handset. If this is the case with the VTech cordless handset then the functionality that was on offer may not be available. It is therefore the responsibility of the router provider or manufacturer to substantiate operation with the VTech cordless handset, as it is they who are making the statement of DECT cordless phone compatibility.
If customers are able to connect their VTech cordless handset to a DECT enabled router then it is possible that the customer may make calls and receive calls. VTech cannot however guarantee operation of the phone if the customer has bypassed the base station that the handset has been designed to work with.
If you have connected your VTech cordless handset wirelessly to a DECT enabled router, you will need to contact the provider of the router for further assistance. It is the responsibility of the router supplier/manufacturer to support you with any queries with this type of connection.
For best results with these types of routers connect the base station of the VTech Cordless Phone to the analog port on the router using the voice cable that has been provided.
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Can I connect my VTech Cordless Phone to a VoIP System?
If you wish to use your existing VTech phone on a VoIP system then you may need additional hardware such as an Analog Telephone Adapter (ATA device) - check with your VoIP service provider whether the equipment they may provide you with already has an ATA device built in. This type of device is used to connect a standard telephone to a computer or network so that the user can make calls over the Internet.
There are several types of analog telephone adapters. All ATA devices create a physical connection between a phone and a computer or a network device. The simplest type of ATA has one or more RJ-11 jacks to plug a telephone into and a USB connector that plugs into the user's computer, laptop, or handheld device.
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What does the Scroll Up and Scroll Down instruction mean in my user guide?
When an instruction in your VTech product user guide asks you to scroll up or scroll down in the menu it means to press either the UP arrow key or the DOWN arrow key on the handset/base.
Below are some example images of the Scroll UP/Scroll DOWN arrow keys on VTech cordless phones.
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How safe is my VTech product to use?
All VTech cordless phones operate on the DECT frequency using very low levels of Radio Frequency (RF) power. They do not create any dangerous outputs and are safe to use.
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What is the warranty period for VTech products?
VTech cordless phones have a 3 year manufacturers warranty.
VTech baby monitors have a 2 year manufacturers warranty.
VTech corded phones have a 1 year manufacturers warranty.
VTech new accessories have a 1 year manufacturers warranty.
All Refurbished accessories have a 3 month warranty.
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