Burnside Products - Frequently Asked Questions
I have a problem with my Burnside
Unit. What should I do?
I have lost or never received my
Quick Start leaflet or user manual.
The manual doesn't help with my
My SIM card isn't working. Which
SIM cards work with Burnside equipment?
The signal strength on my unit
seems to be poor. How can this be improved?
The sound quality from my unit is
not good. How can this be improved?
The sound volume is very quiet.
How can I make it louder?
When forwarding a call, it takes
a long time for the call to go through. Can I make this
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?
My phone will not turn on. What's
What headsets can I use with your
When using the headset I can hear
the caller but they can't hear me (or vice versa).
I have set up One-Call Dial mode
on my P200 series phone, but it is not working.
How can I boost the volume in a
P415 Tough Phone when used in a very noisy environment?
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
Q: The manual doesn't help with my
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 firstname.lastname@example.org.
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
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
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
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
Q: What headsets can I use with your
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
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.