Burnside Products - Frequently Asked Questions
Q: I have a problem with my Burnside Unit. What should I do?
A: If you are setting up your unit for the first time, it comes with a Quick Start leaflet that shows you the quickest way to get everything up and running. For more detailed information about using all of its features, please refer to the user manual.
Q: I have lost or never received my Quick Start leaflet or user manual.
A: All of our user manuals and information leaflets are available for download on this site from our Product Documentation page.
Q: The manual doesn't help with my problem!
A: If your problem isn't covered in the user manual, our Technical Support team will be happy to help you. They can be contacted on 03333 441200 or by e-mail at email@example.com.
Q: My SIM card isn't working. Which SIM cards work with Burnside equipment?
A: Our equipment is tested with a wide variety of SIM cards and should work with any 2G-capable GSM SIM card. Most 3G SIM cards support 2G operation, but a small number of mobile operators supply 3G SIM cards that are exclusively for use on 3G networks (for example, the 3 network). These do not work in our equipment. If you are unsure whether your 3G SIM card is 2G-capable, please contact your network provider.
Q: The signal strength on my unit seems to be poor. How can this be improved?
A: On our desktop phones, the signal strength can be seen as the four-bar graphic in the corner of the display. A more detailed indication of signal strength can be found by going to the Status menu. On fixed cellular terminals this can be found by dialling 0#51310 from an attached phone handset, or by sending a status request SMS message to the SIM card in the unit (for more instructions, refer to the manual).
All of our equipment is based around GSM mobile phone technology and as such can suffer from the same problems encountered with mobile phones, but you should be able to get the same kind of reception on your Burnside equipment as on a standard GSM mobile phone on the same network, standing side by side with the unit. If signal quality is poor and you are indoors, it could be that locating the unit closer to a window, or away from electrical equipment such as a computer monitor, will give you a noticeable increase in signal strength.
Make sure that the antenna is correctly attached to the unit, and if it is of the mag-mount variety, that the cable is away from power leads or electrical equipment that may be interfering.
Q: The sound quality from my unit is not good. How can this be improved?
A: This can be caused by poor signal reception or interference from electrical equipment, so please follow the instructions above to try and improve your signal. Check any cabling to see if it is in good condition and that it is kept away from power leads or other equipment that might be causing interference. If you are using one of our models that connects to a landline (eg. T910/T940L) check that there is no other equipment on the line that might be causing noise.
Q: The sound volume is very quiet. How can I make it louder?
A: On our desktop phones, volume can be turned up or down while a call is in progress by pressing the up/down menu buttons. On fixed cellular terminals, sound volume can be boosted by dialling 0#5260 from an attached phone, which allows you to select from three boost levels which then apply to all further calls.
Fixed Cellular Terminals
Q: When forwarding a call, it takes a long time for the call to go through. Can I make this faster?
A: Unlike traditional call diversion, which happens at the telephone exchange, forwarding involves two phone calls: the incoming call across the landline to the Burnside unit, and an outgoing call across the mobile network. Both of these calls take time to connect. By default, the T910/T940L begins the process of forwarding immediately it receives an incoming call, so it already connects as quickly as it can. However, for situations where this causes a problem, we provide the option of breaking into the ringing tone that the caller hears with an announcement that tells them to hold the line while the call is being connected - we find this seems to make people wait longer than if they just hear a continuous ringing tone. Please refer to the manual for more details on how to enable this feature.
Q: When a call is forwarded to my mobile, the calling number I see is the number of the Burnside unit. Can I not see the caller's real number?
A: Sadly this is something that we are unable to do, for technical reasons outside our control. There is no way to pass on the caller's ID when the call is forwarded. However, it is possible to retrieve the caller's number after the call has completed, by sending an SMS to the Burnside unit, which will reply with details of the last 5 or last 10 calls that were logged. As long as the caller didn't attempt to hide their number, this should be included in the list.
Fixed Cellular Phones
Q: My phone will not turn on. What's wrong?
A: There is a 'travel' switch on the base of the unit which is used to prevent the unit switching on while in transit. Please refer to the manual and check that this is switched off.
Q: What headsets can I use with your phones?
A: Our phones are compatible with any headsets that use the 'Panasonic' connection pin-out, for example the Plantronics U10PS.
Q: When using the headset I can hear the caller but they can't hear me (or vice versa).
A: This usually indicates that the headset you are using is wired differently to the phone and is not compatible. (You can check that the phone is still working properly by plugging the handset back in and making sure that two-way conversation is possible.) Some headsets have interchangeable adapter cables for different pin-outs.
Q: I have set up One-Call Dial mode on my P200 Series phone, but it is not working.
A: You may have forgotten to lock the phone after setting up One-Call Dial. Click here to download our quick user guide for the One-Call Dial feature, which explains how to lock your phone when using this mode.
Q: How can I boost the volume in a P415 Tough Phone when used in a very noisy environment?
A: For noisy industrial environments (eg. airports, railways), the normal call volume on the Tough Phone can be boosted by entering *83[boost]# where "boost" is a value between 0 (no boost) and 3 (full boost). The default setting for this feature is 0 - no boost.