Fanvil V65 Answer Speaker Button dials # when pressed

[ALAN.CNS]

Hello,

I am running 3CX Version 20.0 Update 4 (Build 487 Release), Self hosted on Blue Host.

I have multiple phones on the system, including 5 Fanvil V65 phones. All Fanvil V65 Phones are pointed at a local SBC.

One of the Fanvil V65 phones has just started a problem (in the last 48 hours). The problem is when pressing the Speaker button or Answer Call button, it dials #.

I have factory reset the phone, uploaded the latest firmware to the phone (v65_2.12.20). I have removed the phone from the users extension, factory reset the phone. Re-added the phone to the user extension and then rebooted the phone. The phone is assigned to the correct extension, but continues to dial # with you press the Speaker / Answer Call button (lower right side of the phone).

This is the only V65 phone that does this. The other v65 phones pick up (answer an incoming call or 'plays' the dial tone when you press the speaker button).

Is the phone bad?

Any suggestions?

Thank you,

Alan

 

[Fanvil Technical Support]

Could you please share the SN/MAC number of the device with me and record a video of the issue occurring? I will try to determine if it is a hardware problem.

 

[ALAN.CNS]

Thank you for the reply.

The SN/MAC is 0C383E38D72B
Model: V65
Hardware: V1.0
Software: 2.12.20

Thank you.

 

[Fanvil Technical Support]

I can confirm that this is a hardware issue with the device and it is eligible for RMA.I would like to know which country you are in, and where did you purchase the device from? You can contact the corresponding purchase channel to initiate the RMA process.

 

[ALAN.CNS]

Thank you for the response.

I have another phone at the same location. A Fanvil V62, 0C383E2F356B, firmware 2.12.20.1, that dials "9 9" automatically when you pick up the handset or press the Speaker button. I have factory reset and reloaded the firmware on this device multiple times, yet the same issue remains.

This phone and the V65 were purchased in October 2024, from Telin. We and the client are located in the United States.

 

[Fanvil Technical Support]

Hi Please also kindly share the video .

 

[ALAN.CNS]

Thank you for your replay.

V62 Video

 

[ALAN.CNS]

Do we know how long it takes the vendor to hear back from Fanvil for an RMA. The Vendor states they submitted the RMA to Fanvil on Jan 20.

Thank you

 

[Fanvil Technical Support]

Hi For the V62 ，I can confirm that this device also has a hardware issue and is eligible for an RMA.

Additionally, regarding the RMA, we usually respond as soon as possible after receiving an email or a Ticket. If possible, please confirm with the Vendor how they contacted Fanvil. If it was through a Ticket, please share the Ticket number with me. If it was via Fanvil's Support email ([email protected]), please send me the email subject. I will push this matter internally.

 

[ALAN.CNS]

Thank you for the reply.

Telin has submitted an RMA request, but has not provided my with the Ticket number they created with Fanvil.