One phone works, one doesn't (Physical line)
Guide reference: HG-0162
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Approx. 1 min read
Fix a single handset or extension. For Physical line customers. C
Don't worry. When one phone works and another does not, the fault is usually the handset, extension lead, or flat batteries, not the whole line.
Quick answer
Confirm one phone works when plugged into Phone1 on the router.
Step-by-step checks
Confirm one phone works when plugged into Phone1 on the router.
Move the failing phone to Phone1 without wall sockets or extension wiring.
Swap phone cables and try the working phone cable on the failing handset.
If cordless, replace flat batteries, reboot the base, and re-seat handsets.
If the phone fails on Phone1 with a good cable, replace the handset.
If a wired phone only worked on a wall socket, use a cordless system with one base on Phone1. Extension sockets are not supported.
Still not working?
If all phones fail when plugged into the main box socket, report a fault online rather than only replacing handsets.