topic Re: Handset 2 not working in Phone line

Handset 2 not working

Npmike — Tue, 05 Mar 2024 11:14:23 GMT

Hi,

We've just had digital full fibre installed. Base station and Handset 1 working ok (Yealink W70 and Yealink W73H).

Trying to set up handset 2, it registers ok with the base but will not take incoming calls or make outgoing calls.

I've tried resetting both the handset and base through the settings menu on the phone.

I've tried un-registering the handset and registering it again (which appears to do successfully).

I've tried removing the battery for 2 minutes and repeating.

I've checked by logging into the Cloud Voice Express account that handset 2 is enabled for incoming and outgoing calls.

One thing I've noticed is that when I select the soft "Line" button to view the line status the phone number is displayed but there is a red symbol under it (a circle with a line through it) but I cannot find any solution to fixing this.

Any help much appreciated.

Re: Handset 2 not working

AdamC — Tue, 05 Mar 2024 11:21:56 GMT

Hi,

I am sorry for the issues you are having with the handset. I think in this scenario it would be best to get our business support team to contact you.

Can you message me directly and I can take your business details and assist.

Thank you

Adam

Re: Handset 2 not working

Marksharvell — Wed, 03 Apr 2024 21:06:02 GMT

Hi,

We've just had digital full fibre installed. Base station and Handset 1 working ok (Yealink W70 and Yealink W73H).

Trying to set up handset 2, it registers ok with the base but will not take incoming calls or make outgoing calls.

I've tried resetting both the handset and base through the settings menu on the phone.

I've tried un-registering the handset and registering it again (which appears to do successfully).

I've tried removing the battery for 2 minutes and repeating.

I've checked by logging into the Cloud Voice Express account that handset 2 is enabled for incoming and outgoing calls.

Any help much appreciated.

Re: Handset 2 not working

Marksharvell — Wed, 03 Apr 2024 21:06:52 GMT

Exactly the same issue as Npmike

Re: Handset 2 not working

BethM — Thu, 04 Apr 2024 12:45:16 GMT

Hi Marksharvell

I'm sorry you've not been able to set up the 2nd handset, can you please message me some account details?

Re: Handset 2 not working

LCM — Thu, 09 May 2024 13:09:11 GMT

Also experiencing the same issue as all the above. Handset 2 registered to base and showing correct phone number, but cannot make or receive calls.

Is the fix complicated or could a self-help be posted here?

Thanks

Re: Handset 2 not working

AdamC — Fri, 10 May 2024 13:51:03 GMT

Hi,

The help article can be viewed here Register Yealink handsets for Cloud Voice Express | BT Business.

A further support article can be viewed here Set up your Cloud Voice Express cordless phone | BT Business which includes a video for support.

If further support is needed please return here and I will follow up.

Thank you

Adam

Re: Handset 2 not working

KathyStarr — Wed, 22 May 2024 16:09:18 GMT

Exact same problem - secondYealink handset not making or recieving calls, red phone symol under the line on the handset. I've followed the about articles but no help. Does anyone have a solution please? I've tried to chat bot with BT but its not working and I can't be tied up on a long phonecall to them!! 😜

Re: Handset 2 not working

BethM — Wed, 22 May 2024 16:10:54 GMT

Hi KathyStarr

I'm sorry you're having issues with the 2nd handset. Can you please send me a private message with some account details?

Re: Handset 2 not working

Nails — Tue, 10 Sep 2024 18:25:28 GMT

I am having exact same problem with additional handsets. Can some one help me please? I have tried doing everything the web links has suggested and it’s still not working

Re: Handset 2 not working

BethM — Wed, 11 Sep 2024 14:21:42 GMT

Hi Nails

Have you spoken to our technical support team? You can find their contact details here: https://business.bt.com/help/contact-us-business/#fix

Re: Handset 2 not working

DaleLogan — Tue, 11 Mar 2025 08:19:19 GMT

Our local helpful telecom co have provided the fix for this:

1. Get the IP4 address for the base. Go to settings-status-base and the IP address is at the top.

2. Go to an internet browser and enter this IP address.

3. You will need to log in. The Yealink default is user admin, password admin. If it’s not, you need to ask the installer. It may say the site is insecure- if so just insist, click on details, etc

4. On the left of the page you get you should see a few options to select. You will need to click account and then number assignment.

5. This will take you to a page that has two tables with checkboxes. You will need to untick the checkbox in the row ‘handset 2’ and the second column.

6. Then you will need to tick the box for the same row ‘handset 2’ but the checkbox in column 1.

7. You will need to repeat the same process for the table underneath labelled as ‘outgoing lines’.

8. You can then select confirm.

Once you have followed these steps, you will need to reboot the phone handset and it should work as normal. You can then close the browser.

These phones are designed for business use with multiple lines, so you need this procedure for domestic use.