Product Support
Welcome to Product Support. Enter your model number to retrieve manuals, frequently asked questions (FAQs), troubleshooting tips, and additional resources.
Need help finding your model number? Take a look here.
How To Find Your Model Number
Turn over the base of your product to locate the model number as illustrated in the image below.
2.4 GHz 2-line cordless phone
VT20-2438
Manuals & Documentation
Frequently Asked Questions
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For message recording, your telephone has a Built-in answering system, and it also supports Voicemail service offered by your telephone service provider(subscription is required, and fee may apply).
The main differences between them are:
BUILT-IN ANSWERING SYSTEM VOICEMAIL SERVICE SUPPORTED BY Telephone system Telephone service provider SUBSCRIPTION No Yes FEES No May apply ANSWER INCOMING CALLS •After 3 rings by default.
•It can be changed via handset or the telephone base menu.•Usually after 2 rings.
•It can be changed by contacting your telephone service providerSTORAGE Telephone base Server or System DISPLAY NEW MESSAGE • Handset - XX new messages
• Telephone base - XX new messages• Handset - 
and New voicemail
• Telephone base -
RETRIEVE MESSAGES • Press PLAY/STOP on the telephone base; OR
• Press MENU, and then select Play messages on the handset; OR
•Access remotely with an access code• Press 
on the dialpad, and enter an access number from your telephone service provider.Based on the above information, if you want to...
Use the built-in answering system to record your messages
Your Voicemail service can bundle in your telephone plan. As such, you would need to contact your telephone service provider to disable it.
*TIP: Can I switch back to Voicemail service if I want to?
As long as your telephone plan includes the Voicemail service, you can still re-enable it through your service provider.Use the voicemail service to record your messages
Simply turn off the Built-in answering system at any time, and you can use the Voicemail service only.Use both the Built-in answering system and the Voicemail service to record messages
By default, the Voicemail service is usually set to answer after 2 rings, while your Built-in answering system is set after 3 rings. Please check with your telephone service provider to learn how to set your voicemail settings.Suggest to set your Built-in answering system to answer calls at least 2 rings earlier than your Voicemail service. In other words, if your answering system sets to answer after 3 rings (by default), then you need to set the Voicemail service to answer after 5 rings.
What happened is that if you on a call or the answering system is already recording, and you receive ANOTHER incoming call, then the third caller is able to leave a Voicemail message.
On the other hand, if you are not on a call nor the answering system is recording, the incoming caller can leave a message directly to the Built-in Answering system.
The phone beeps two times and displays CONNECT FAILURE. What could the problem be?
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Tip 1 of 4
Move the handset closer to the base. The operating range may vary with environmental conditions and time of use. There may be places within your environment that a cordless phone will not work well. If the problem only occurs in certain areas of your environment, you can conclude that there is nothing wrong with the phone. Consider trying a phone that operates on a different wireless frequency. -
Tip 2 of 4
Other electronic products (i.e., 802.11 wireless networking products, radios, radio towers, pager towers, cell phones, intercoms, room monitors, televisions, personal computers, kitchen appliances and other cordless phones) can cause interference with your cordless phone. Try installing your phone as far away as possible from these types of electronic devices. -
Tip 3 of 4
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 4 of 4
If the handset is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
Why can’t people hear me when I’m using this telephone?
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Tip 1 of 12
Move the handset closer to the base. The operating range may vary with environmental conditions and time of use. There may be places within your environment that a cordless phone will not work well. If the problem only occurs in certain areas of your environment, you can conclude that there is nothing wrong with the phone. Consider trying a phone that operates on a different wireless frequency. -
Tip 2 of 12
Other electronic products (i.e., 802.11 wireless networking products, radios, radio towers, pager towers, cell phones, intercoms, room monitors, televisions, personal computers, kitchen appliances and other cordless phones) can cause interference with your cordless phone. Try installing your phone as far away as possible from these types of electronic devices. -
Tip 3 of 12
When 2 or more phones are in use at the same time, your ability to hear and/or be heard can be limited. Hang up any extension phones that are currently active. -
Tip 4 of 12
Since your cordless phone operates like a radio, there may be places within your environment where it may not perform as well as in other areas. In this case, there is nothing wrong with your phone. Try changing the channel while on a call with lots of static. To change the channel while on a call:
Step 1: Press ▲.
Step2: CHANGE CHANNEL will be on the handset display. Press SELECT to initiate the channel change. Repeat the procedure if the static/noise persists. -
Tip 5 of 12
Using one or more extensions on the same call can draw additional line voltage. Due to differences amongst telephones and line conditions, use of an extension cannot be guaranteed. -
Tip 6 of 12
Make sure that the mouth piece is unobstructed. Avoid placing your fingers or any stickers over the microphone, located near the bottom of the handset. -
Tip 7 of 12
Recradle the handset for 15 seconds, then lift the handset and press a LINE key. -
Tip 8 of 12
Unplug the battery from the handset. After 15 seconds, plug the battery in and recradle the handset in the base for 1minute. Try using the handset again. -
Tip 9 of 12
If the handset is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again. -
Tip 10 of 12
You may have a defective telephone cord. Try replacing cord between the jack and telephone base. -
Tip 11 of 12
If you have connected this telephone to a phone jack that has not been used before, or that has not been used in sometime, there may be problems with this jack that you are not aware of. Use a telephone jack that you know is in proper working order. -
Tip 12 of 12
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance.
Why won’t the battery(s) in my telephone handset hold a charge?
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Tip 1 of 4
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 2 of 4
Make sure you are using the battery supplied with your phone. If you are replacing the battery and you need assistance, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications. -
Tip 3 of 4
When placing the handset in the charging base, confirm that the charge contacts on the handset and base are making a good connection. The CHARGING light on the telephone base will be on when the handset is charging.
You should allow 10-12 hours to fully charge the handset battery. For optimum daily performance, return the handset to its telephone base when not in use. -
Tip 4 of 4
You may need to replace the rechargeable battery, especially if it has been in service for more than one year. To find a replacement, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications.
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Tip 1 of 2
If your handset responds in any way (beeps, displays information on the screen, etc.) then it is not dead. Please review the Frequently Asked Questions list to find a symptom which better describes your problem. -
Tip 2 of 2
If your handset or base has been exposed to moisture and is no longer operating normally, give it an opportunity to dry. WARNING! BE CAREFUL TO AVOID ELECTRICAL SHOCK!
If the telephone continues to operate abnormally, then you may need to replace it. Please contact our Consumer Sales and Service Center for further assistance, (800) 595-9511.
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Tip 1 of 6
Your phone is designed to work with most local and regional telephone service providers’ voice mail systems. Voice mail (also known as voice messaging) is a subscription service, available from most service providers for a fee. This feature does not work in conjunction with your home answering device. Contact your local telephone company for more information about their voice messaging system. -
Tip 2 of 6
Your voicemail feature is compatible with both stutter and FSK signals sent from your local phone service provider. Contact your service provider to ensure you are receiving one or both of these signals. -
Tip 3 of 6
Move the handset closer to the base. The operating range may vary with environmental conditions and time of use. There may be places within your environment that a cordless phone will not work well. If the VOICEMAIL light on the base is flashing in the presence of unheard messages, however your handset does not display MESSAGE WAITING, it is likely your handet is out of range from the base. -
Tip 4 of 6
Other electronic products (i.e., 802.11 wireless networking products, radios, radio towers, pager towers, cell phones, intercoms, room monitors, televisions, personal computers, kitchen appliances and other cordless phones) can cause interference with your cordless phone. Try installing your phone as far away as possible from these types of electronic devices. -
Tip 5 of 6
If the handset is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again. -
Tip 6 of 6
If the other phones in your home are having the issue, the problem could be related to the telephone wiring in your home, or with your local telephone service. Please call your service provider for further assistance.
Why do calls fade/cut in and out when I’m using this phone?
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Tip 1 of 8
If you subscribe to DSL service for this telephone line, DSL filters must be plugged into EVERY phone jack that has a phone. The DSL signal can cause static/noise, squealing (similar to fax tones), caller ID disruption and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to the telephone. If you are not using the DSL filters provided by the telephone company, this will cause static/noise and possibly caller id issues on your phones.
In most cases, we recommend you connect the plug end of the DSL filter into the telephone jack, then connect a telephone cord between the filter and your phone.
Please contact your service provider to obtain DSL filters and installation information. -
Tip 2 of 8
Move the handset closer to the base. The operating range may vary with environmental conditions and time of use. There may be places within your environment that a cordless phone will not work well. If the problem only occurs in certain areas of your environment, you can conclude that there is nothing wrong with the phone. Consider trying a phone that operates on a different wireless frequency. -
Tip 3 of 8
Other electronic products (i.e., 802.11 wireless networking products, radios, radio towers, pager towers, cell phones, intercoms, room monitors, televisions, personal computers, kitchen appliances and other cordless phones) can cause interference with your cordless phone. Try installing your phone as far away as possible from these types of electronic devices. -
Tip 4 of 8
To get better reception, try moving the telephone base to higher location. Relocate telephone base near a window if using telephone outside. -
Tip 5 of 8
Since your cordless phone operates like a radio, there may be places within your environment where it may not perform as well as in other areas. In this case, there is nothing wrong with your phone. Try changing the channel while on a call with lots of static. To change the channel while on a call:
Step 1: Press ▲.
Step2: CHANGE CHANNEL will be on the handset display. Press SELECT to initiate the channel change. Repeat the procedure if the static/noise persists. -
Tip 6 of 8
You may have a defective telephone cord. Try replacing cord between the jack and telephone base. -
Tip 7 of 8
If you have connected this telephone to a phone jack that has not been used before, or that has not been used in sometime, there may be problems with this jack that you are not aware of. Use a telephone jack that you know is in proper working order. -
Tip 8 of 8
Excessive background noise will cause a speakerphone to fade in and out. Try controlling the background noise by turning off any audio devices near the speakerphone. Also, try to avoid interrupting the person at the other end of the conversation while they are speaking. If background noise cannot be controlled, you should terminate speakerphone operation and return to normal handset mode.
Some or all of the keys on my handset are not functioning. What should I do?
- Sticking keys can trigger dialing errors. Try cleaning the keypad and around the buttons with a soft, slightly damp cloth.
The information shown on the handset display is garbled. How do I fix it?
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Tip 1 of 2
If the handset is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again. -
Tip 2 of 2
Unplug the battery from the handset. After 15 seconds, plug the battery in and recradle the handset in the base for 1minute. Try using the handset again.
How do I clear the caller ID memory?
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To delete a single Caller ID record while you are reviewing the call log:
Step 1: Press MENU. REMOVE is displayed.
Step 2: Press SELECT to confirm
To delete all Caller ID records while you are reviewing the call log:
Step 1: Scroll until END OF LIST is displayed.
Step 2: Press MENU. The screen will display REMOVE ALL CALLS.
Step 3: Press SELECT to confirm.
Why am I not receiving caller ID on my phone?
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Tip 1 of 5
Caller ID and Call Waiting ID are subscription services, available from most local telephone service providers. You must subscribe to these services in order for the features to work on your phone. Contact your local telephone service provider for more information.
In addition, your caller must be calling from an area that supports caller ID.
Both you and your caller’s telephone service provider must use compatible caller ID systems.
If you subscribe to DSL service for this telephone line, DSL filters must be plugged into EVERY phone jack that has a phone. The DSL signal can cause caller ID disruption, static, noise and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to the telephone. If you are not using the DSL filters provided by the telephone company, this will cause static/noise and possibly caller id issues on your phones.
In most cases, we recommend you connect the plug end of the DSL filter into the telephone jack, then connect a telephone cord between the filter and your phone.
Please contact your service provider to obtain DSL filters and installation information.
Caller ID and Call Waiting ID may not be available for every call. Common reasons are incompatibilities between your and your caller’s service, transmission errors and answering calls before the ID data is received. -
Tip 2 of 5
If you subscribe to DSL service for this telephone line, DSL filters must be plugged into EVERY phone jack that has a phone. The DSL signal can cause static/noise, squealing (similar to fax tones), caller ID disruption and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to the telephone. If you are not using the DSL filters provided by the telephone company, this will cause static/noise and possibly caller id issues on your phones.
In most cases, we recommend you connect the plug end of the DSL filter into the telephone jack, then connect a telephone cord between the filter and your phone.
Please contact your service provider to obtain DSL filters and installation information. -
Tip 3 of 5
Move the handset closer to the base. The operating range may vary with environmental conditions and time of use. There may be places within your environment that a cordless phone will not work well. If the problem only occurs in certain areas of your environment, you can conclude that there is nothing wrong with the phone. Consider trying a phone that operates on a different wireless frequency. -
Tip 4 of 5
Other devices (fax and answering devices, for example) sharing the same line as your telephone may block the transmission of Caller ID or Call Waiting ID. Disconnect these devices from the line and try your phone again. -
Tip 5 of 5
If the handset is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again.
How can I improve the sound quality on my cordless phone?
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If your handset has a CHANNEL (or CHAN) button, press it in order to improve the sound quality. You may need to press the CHANNEL button more than once.
The handset may be out of range. Try moving closer to the base. The handset(s) and base can only communicate over a certain distance which can vary with their placement, the weather and the operating environment of your home/office.
If you subscribe to DSL service for this telephone line, DSL filters must be plugged into EVERY phone jack that has a phone. The DSL signal can cause static/noise, squealing (similar to fax tones), caller ID disruption and other issues on your line. DSL filters block the high frequency DSL signals from being transmitted to the telephone. If you are not using the DSL filters provided by the telephone company, this will cause static/noise and possibly caller id issues on your phones.
In most cases, we recommend you connect the plug end of the DSL filter into the telephone jack, then connect a telephone cord between the filter and your phone.
Please contact your service provider to obtain DSL filters and installation information.
A low battery pack may affect the sound quality. You may need to charge the handset. Also, try repositioning the handset against your ear until the sound quality improves.
Electronic products (i.e., 802.11 wireless networks, radios, radio and pager towers, cell phones, intercoms, room monitors, televisions, personal computers, kitchen appliances and other cordless phones) can cause interference with your cordless phone. Try installing your phone as far away as possible from these types of electronic devices.
Appliances or other cordless phones plugged into the same circuit as the telephone base can cause interference. Try moving the appliances or telephone base to another outlet.
Microwave ovens may operate on the same frequency as your telephone. You may experience static on your telephone while the microwave oven is operating. Do not install your cordless telephone in the same outlet or near the microwave oven.
Disconnect the telephone base from the modular jack and plug in a corded telephone. If calls are still not clear, the problem is probably in the wiring or local service. Contact your local service company (charges may apply).
If your phone shares a power outlet with a modem, or if it is plugged into a shared surged protector, try plugging in the phone (or modem/surge protector) at a different location. If this solves the problem, relocate your phone and modem farther apart from each other, or use separate surge protectors.
The layout of your home or office may be limiting the operating range. Try moving the base to another location, preferably a higher location for better reception. If your telephone base has an adjustable antenna, ensure it is pointing up.
Why won’t the CHARGING light turn on when I place the handset in the base?
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Tip 1 of 8
Confirm proper installation of the handset battery. If the battery is missing or installed wrong, you will see this error message. The proper installation procedure for the battery is as follows:
Step 1: Align the two holes in the plug with the socket pins, then snap the plug into place.
Step 2: Place the battery in the compartment with the wires in the upper left corner.
Step 3: Replace cover by sliding it upwards until it clicks into place.
Step 4: Be sure to charge the battery in the handset for a minimum of 10-12 hours before using your phone. -
Tip 2 of 8
When placing the handset in the charging base, confirm that the charge contacts on the handset and base are making a good connection. The CHARGING light on the telephone base will be on when the handset is charging.
You should allow 10-12 hours to fully charge the handset battery. For optimum daily performance, return the handset to its telephone base when not in use. -
Tip 3 of 8
Make sure you are using the battery supplied with your phone. If you are replacing the battery and you need assistance, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications. -
Tip 4 of 8
Confirm proper installation of the telephone base power supply and handset battery. You should only use the VTech power supply provided with your telephone. Make sure the power supply is not connected to an electrical outlet that is controlled by a wall switch. Confirm that the electrical outlet that the telephone is plugged into is working. -
Tip 5 of 8
Please make sure that the cords (power and telephone line) are plugged into the channels on the bottom of the base. If the cords are not properly installed, the base will not sit level and the phone may not charge properly. -
Tip 6 of 8
Make sure that the battery cover is properly secured on the handset. If the battery cover is not correctly installed, it may prevent the handset from charging. -
Tip 7 of 8
If the handset is not responding normally, you may need to reset your telephone system. Complete the following steps to reset the telephone system:
Step 1: Disconnect the power to the telephone base.
Step 2: Disconnect the handset battery.
Step 3: Wait a few minutes and then reconnect the power to the telephone base.
Step 4: Reconnect the handset battery
Step 5: Wait about one minute for the handset to re-establish a link with the telephone base and then test the phone again. -
Tip 8 of 8
You may need to replace the rechargeable battery, especially if it has been in service for more than one year. To find a replacement, refer to our VTech Battery Finder. If a battery for your model is unavailable, you can search the internet using the key words cordless phone batteries for an on-line supplier. If you prefer to purchase locally, you can look for a replacement battery at your area consumer electronics retailers. It is recommended that you take your present battery with you to insure your replacement is the correct size and has the correct plug (where applicable) and specifications.
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Despite your VoIP box shows full signal strength, there could still be no dial tone/ display Line in Use/ etc. This may due to the abnormality of signal and voltage levels. Follow this short video to reset your VoIP box and its connected devices.
(For non-IS8151 series - all other models) https://www.youtube.com/watch?v=mXbXl4froUc&t=25s
(For IS8151-X series) https://www.youtube.com/watch?v=rJ9PNkwBzfE&t=3s
[Background]
• VoIP box connected via SIM/ LAN connection.
• Some VoIP boxes have displays and some not. While displays show steady ON and ready, you might still experience with no dial tone sound/ display Line in Use.[To Reset]
• Some Power off button does not fully power off the unit. It only put the VoIP box in standby mode. To truly power off, unplug the power adapter of your VoIP box.
• Disconnect all devices from the box. After a moment, reconnect your power adapter, and then press power button to turn ON.
• Wait until the VoIP box is steady ON and ready.
• Connect your telephone cable from your Telephone base to your VoIP box.REMINDER!!!
• Make sure you didn't connect the telephone cable from the Telephone wall outlet to VoIP box telephone port!!! Doing so will not damage the device, but it will affect the call function and becomes unusable. This is why you experience no dial tone, Line in Use with busy tone, etc.
• During power outage, your landline phone will not be available since it requires external electric power despite your VoIP box has a backup battery.If this situation persists, contact your VoIP / VoIP box service provider for further support.