Support

Product Support

For customer service of your VTech product, please contact our regional offices / distributors in the country or region where you live.

Or, you can check below some frequently asked questions (FAQs) of our telecommunication products and electronic learning products:


Telecommunication Products
1. How do I find my model number?
2. Why is my answering system not recording messages?
3. Why am I not receiving Caller ID?
4. How can I reduce static and noise on my phone?
5. My telephone product is suddenly acting strange or stopped working altogether. What can I do?

Electronic Learning Products
1. My VTech toy no longer works. How can I get it repaired?
2. Why don’t you recommend using rechargeable batteries in VTech electronic learning products?
3. Do VTech toys meet safety requirements?
4. I have lost the instruction manual for my VTech toy. How can I replace it?
5. How can my children become "toy testers" for your products?

Telecommunication Products
1. How do I find my model number?
Turn over the base of your phone to locate the model number.

2. Why is my answering system not recording messages?
1) Make sure your answering system is plugged into a live telephone jack and power source.
2) Make sure your answering system is turned on.
3) Some answering systems have an announce only option, which plays your greeting but won't record messages. Make sure your system is set to record messages.
4) Your answering system’s message capacity may be full. You must erase old messages to make room for new ones.
5) If you have voicemail service in addition to your answering system, your caller’s message may be going into voicemail before your answering system picks up the call. Program your voicemail to pick up at least 2 rings after your answering system is set to answer the call.

3. Why am I not receiving Caller ID?
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 have compatible caller ID systems.

Not all calls provide Caller ID information. Incompatibilities between your and your caller's service, transmission errors and answering calls before the ID data is received are common reasons why caller and call waiting ID may not be displayed. In addition, some calls may come in as PRIVATE, UNAVAILABLE or OUT OF AREA.

4. How can I reduce static and noise on my phone?
If you subscribe to DSL internet service using your telephone line, DSL filters must be plugged into EVERY phone jack that has a phone attached. 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.

Please contact your service provider to obtain DSL filters and installation information.

If your cordless handset has a CHANNEL (or CHAN) button, press it in order to improve the sound quality. You may need to press the button more than once.

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 where 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.

To get better reception, try moving the telephone base to a higher location. Relocate telephone base near a window if using telephone outside.

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.

If your phone shares a power outlet with a modem, or if it is plugged in to a shared surge protector, try plugging the phone (or modem/surge protector) in at a different location. If this solves the problem, relocate your phone or modem farther apart from one another, or use separate surge protectors.

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.

You may have a line problem. To test for a line problem, test your unit at another location. If your unit works at another location, contact your local telephone company.

5. My telephone product is suddenly acting strange or stopped working altogether. What can I do?
Like many electronic devices, your telephone product could behave erratically or simply lock up. Should this occurs, we suggest this simple remedy:
1) Unplug any power supplies connected to your product;
2) Remove any installed batteries or battery packs;
3) Wait 5 minutes;
4) Plug the power supplies into the product;
5) Install the batteries. If your product is a cordless telephone, allow time for the cordless handset(s) to establish a link with the base. You may need to give the battery sufficient time to recharge. Consult your User's Manual for details.
6) Finally, try using your product as you normally would. If problems still persist, please contact our customer service in your local area.


Electronic Learning Products
1. My VTech toy no longer works. How can I get it repaired?
1) Be sure that you have replaced the old batteries with fresh ones (we do not recommend rechargeable batteries in our products).
2) If your product has a “Reset” button, try using that.
3) Try removing all of the batteries and holding down the "ON" button for about 45 seconds. Then replace the batteries (be sure they are fresh) and try your product again.

2. Why don’t you recommend using rechargeable batteries in VTech electronic learning products?
Rechargeable batteries do not supply the same voltage when fully charged as standard batteries do when new. Also, the design of the + (positive) end of a rechargeable battery may be slightly different than that of a standard battery and may not make the correct contact with the battery terminals.

3. Do VTech toys meet safety requirements?
All VTech toys are sent to independent safety testing labs before they are brought to market to be sure they meet or exceed the highest levels of US and European safety standards.

4. I have lost the instruction manual for my VTech toy. How can I replace it?
Instruction manuals of our products are available to download at some of our regional websites. Please contact our customer service in your local area for more information.

5. How can my children become "toy testers" for your products?
Thank you for your offer. However, our toy testing is done in our local area and through various official toy-testing programmes.