What to do when the phone works unusually or seems broken?

The information on this page is for customers who use the exUPC Telefon service.

If your landline phone does not work as it should, does not respond to buttons commands, you have problems with sound, etc., check out the tips below. If you are using your own telephone and troubleshooting tips do not help, go through the manual or contact the manufacturer's technical support or professional service. If you do not want to invest in repairs, we can deliver our phone to you for rent (for monthly fee, see the Price List).

The call is prematurely terminated, the phone display goes out

This most often indicates an insufficiently charged portable part, exhausted battery capacity, or, if they have been replaced to an inappropriately selected type of cells.
Wireless headphones can only be powered by rechargeable batteries. Therefore, check the type of batteries by removing the back cover on the handset. If they do not match the rechargeable batteries, replace them with the correct ones and do not put the handset back in the base until then.

Unusual characters appear on the phone display

Do you see "unusual characters", lines, or no content at all on the display? Try restarting the handset by removing the cover and removing the rechargeable batteries for a while and then reinserting them back. When inserting them, make sure that their polarity is correct. The device should reload after a while.
For some types of phones, a minor shock can cause a problem. Therefore, if this basic operation did not help, the display may have been damaged or malfunctioned. Contact us, we will try to find a suitable solution together.

The phone does not respond, but the display lights up as usual

The wireless part of the phone may freeze or some of the buttons may be worn out. Try restarting the handset by removing the cover and removing the rechargeable batteries for a while and then reinserting them back. When inserting them, make sure that their polarity is correct. The device should reload after a while.
If the procedure did not help and you rent the equipment from us, we can provide a replacement or service.

The called party cannot be heard in the call

If the situation occurs with any call with different called parties, make sure that the speaker volume is not selected too low during a call. Dial any phone number and press the up arrow on the handset several times. If the problem only occurs with a specific number, the fault is with the called party.
If you have reached the maximum volume, but the calls are still too quiet or the called party cannot be heard at all, perform the factory settings of the modem. Find the RESET button, press it by inserting an object with a blunt tip into the hole (toothpick, pen) for 30 seconds until the front LEDs flash, then wait about 5-10 minutes for the modem to fully load and try the call again.

If you also use the modem to connect to the Internet, the factory settings will reset the device. After recovery, you'll need data to connect to Wi-Fi. If you have not changed them, you will find them on the label at the bottom of the device.

The called party claims that he cannot hear me

If this happens to all calls to any number, make sure that the holes on the handset microphone are not dirty or covered during the call. Then check the correct connection of all devices and their parts according to the diagram and sufficient fit of the cables on the connectors or disconnect them all and reconnect them back. Check also that the terminals (end pieces) are not particularly damaged, if so, it is best to replace the cables with new ones.
If the problem persists and the connection completely OK, perform the factory settings of the connected modem. Find the RESET button, press it by inserting an object with a blunt tip into the hole (toothpick, pen) for 30 seconds until the front LEDs flash, then wait about 5-10 minutes for the modem to fully load and try the call again.

There is no tone from the handset when you dial the number

If the telephone does not dial different telephone numbers, there may be a problem with the connection between the base (device) and the modem. Verify that there is no call or internet outage (only in Czech language) in your location.
Check (according to the diagram) that all cables are connected properly, the modem works as usual and the cable between the modem and the phone is not damaged. If everything is connected properly and the problem persists, there may be a problem with the modem. Disconnect the subscriber sockets and coaxial cable from it, clean its ends with a dry cloth and put both connectors back. Try the call again after a few minutes.
If there is still no tone in the handset after dialling several numbers, perform the factory settings of the connected modem. Find the RESET button, press it by inserting an object with a blunt tip into the hole (toothpick, pen) for 30 seconds until the front LEDs flash, then wait about 5-10 minutes for the modem to fully load and try the call again.

The message flashes or lights up on the phone display, the call does not work

There are not many informational messages that may appear on the phone display. They are usually associated with a condition where the handset cannot trace the charging base (eg messages "BASE", "SEARCH", "NOT AVAILABLE", etc., the text and display language may differ depending on the type and settings of the device). At this point, it is probably not a base failure.
Check that the power cord is in the socket on the bottom of the base and that the plug of the adapter at the other end of the cord is plugged into a working electrical socket. If the cables are in place, try restarting the base (by a short disconnection from the power supply) and check the condition after a few minutes.
If the error message still does not disappear from the phone display, the pairing between the base and the handset may have failed. Shorten their distance from each other and try pressing the "paging" button, which is usually located on the body or bottom of the base. If this does not help, restart the phone by removing the batteries under the cover of the handle and putting them back, and watch the changes on the display.

If the advice did not help, contact us, we will try to find a suitable solution together.

Last updated 22. 05. 2025