Frequently Asked Questions

How secure is my VTech video baby monitor?
VTech video baby monitors use a technology known as Frequency Hopping Spread Spectrum (FHSS). This technology is a highly secure, closed system that is incapable of being hacked by an external monitoring device as the frequently changing, random channel selection is known only to the sender and receiver (parent unit and baby unit of the baby monitor).
VTech video baby monitors are also only technically capable of having a single parent unit (video display unit) paired to a baby unit. Another user with the same model parent unit cannot, deliberately or accidentally, connect up to and view/hear another user’s baby unit that is not coded to belong to their parent unit.
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What range (distance) can I expect from a VTech baby monitor?
VTech baby monitors have up to 300m range outdoors (clear line of sight between parent unit and baby unit) and 50m indoors.
NOTE: The only exception to this is the VTech VM9900 as this is dependent on WiFi signal strength in the operating environment.
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How long does the battery last on a VTech video monitor?
You should get approximately 2.5 hours of active monitoring time from a fully charged battery.
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My VTech video monitor is showing "No Link to CAM" on this display?
Please follow the below instructions;
1) Turn off both the parent and baby units
2) Turn on the parent unit and wait until the display shows the "No Link to CAM" message
3) Immediately turn on the baby unit
4) After a short time the link should then be re-established and video/audio function should resume normal operation
Note: If the above process does not work, repeat as it may take several attemtps to re-establish the link
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My VTech video monitor screen switches off automatically?
Check the Screen Activation settings on your VTech monitor. If this is switched to on and you do not want your screen to turn off automatically then change this setting to off.
If this is set to on and you do want to continue to utilise the Screen Activation setting then ensure the Sensitivity setting is set to a level appropriate to your baby / environment. The lower the Sensitivity setting the louder the noise required to activate the baby unit microphone for transmission to the parent unit.
If the Sensitivity setting is set too low you may find your baby making noise without it coming through on the parent unit (and re-activating the screen in the process). Adjust the Sensitivity setting accordingly.
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My VTech video monitor does not detect noise from the baby unit?
Check the Sensitivity setting of your monitor and ensure this is set to a level appropriate to your baby / environment. The lower the Sensitivity setting the louder the noise required to activate the baby unit microphone for transmission to the parent unit.
If the Sensitivity setting is set too low you may find your baby making noise without it coming through on the parent unit. Adjust the Sensitivity setting accordingly.
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The Sound Activation setting on my VTech video monitor is not working?
When you first turn the Sound Activation setting on you need to manually turn the screen off the first time. After that the screen will turn on and off by itself based on sound detection / sensitivity settings.
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VTech VM9900 / VC990 / VC980 connectivity explained
NOTE: PLEASE ENSURE YOU HAVE THE LATEST VIEWER AND CAMERA SOFTWARE / FIRMWARE UPDATES DOWNLOADED TO ENSURE YOUR DEVICES ARE OPERATING PROPERLY.
Internal (for VM9900)
1) To begin the link between the camera and viewer they will both need to be connected to the Wi-Fi network they will both use
2) Once set-up is completed both the viewer and the camera must remain connected to the Wi-Fi network that the devices were first set-up with
3) If the Wi-Fi network is down then the product will not work
4) If the Wi-Fi network is slow then the product response will be slow (and potentially freeze if too slow to transmit data)
Note: if the camera freezes user must exit back to initial viewing mode on viewer and once signal is fast enough operation will resume
External (for VM9900, and VC990/VC980 when using as a standalone camera)
1) To begin the link between the camera and your mobile device they will both need to be connected to the Wi-Fi network the camera will use
2) Once set-up is completed then the mobile device can access the camera via the mobile network (i.e. does not require Wi-Fi) but the camera must remain connected to the Wi-Fi network it was set-up with
3) If the Wi-Fi or mobile network is down then the camera will not be able to be viewed by the mobile device
4) If the Wi-Fi or mobile network is slow then the camera response will be slow (and potentially freeze if too slow to transmit data)
Note: if the camera freezes user must exit back to initial viewing mode on mobile and once signal is fast enough operation will resume
Network requirements: minimum requirement to ensure good operation is 1.0 Mbps upload speed/bandwidth per camera.
Provided both the Wi-Fi and mobile networks both meet the minimum requirements as above then product should work ok. If however a user is running multiple devices (mobile, laptop, pc, tablet, streaming TV etc.) then their network may start to run below the minimum standard and cause issues. Users can run a speed test on their service using a service such as www.speedtest.net
Range of the viewer and/or camera is dependent on the strength of the Wi-Fi signal.
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VTech VM9900 / VC990 / VC980 security explained
1) Ensure the Wi-Fi network is secure as this is the most common hacking point - ensure the modem/router has a unique wireless network name and strong password and is encrypted using “WPA2-PSK with AES”. Do not use default modem/router login name and password. Refer to the modem/router manufacturer for more details on how to do this.
2) When adding a VTech camera to the VTech monitor or a device with the VTech App installed and registered to a VTech account, the user needs to first physically press the pairing button on the camera. The VTech camera, viewer and the VTech App device have to be using the same local Wi-Fi network for pairing.
3) Each registered VTech camera has its own unique user programmable name and security key. The security key is required to add the camera to the VTech monitor or a VTech account via the VTech App. An unauthorised user cannot add a VTech camera to their user account without using this security key.
4) The registered email address and password is required to login to a VTech account to view the camera using the VTech App. Notification is sent to the registered email address when the account is added successfully to any new devices.
5) The data (video) transmitted from the VTech camera is encrypted using AES-128 bit encryption.
6) VM9900/VC990 camera has sleep mode setting – if camera is accessed whilst in sleep mode user is alerted to this by camera movement and/or image appearing on viewer/VTech App.
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What to do if my VM9900 viewer freezes or suffers screen lag?
The viewer freezing or suffering screen lag (where screen response time is very slow) is caused by the WiFi network signal strength or speed being unable to handle the real time high definition data transfer the viewer/camera require to operate.
1) Ensure the antenna on the viewer is raised
2) Ensure the areas where the viewer is to be used has stong WiFi signal and speed
3) Adjust the video streaming quality to Low. This will decrease the speed required for consistent transmission but please note if the strength/speed of the WiFi network does not meet the minimum requirements problems still may occur.
4) As a last resort review the WiFi network hardware to ensure it can deliver the signal strength/speed to all areas of the house the viewer will be used.
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How do I register a remote access camera (VC990 or VC980) to the VTech Cam Remote Access app?
If the camera is a standalone camera i.e. not registered to a VTech viewer, you need to select the CAM image option from the "Select camera model" screen (as per the below image) on the app and follow the step by step instructions.
If the camera is already registered to a VTech viewer when you wish to register the same camera to the VTech app you need to select the VIEWER/CAM image option from the "Select camera model" screen (as per the below image) on the app and follow the step by step instructions.
NOTE 1: If camera has already been registered to an account on the VTech Cam Remote Access app, and you wish to register it to a new account, it must be first be deleted from the original account.
NOTE 2: If you wish to view a camera on multiple devices via the VTech Cam Remote Access app you must login to the app using the same account details on all devices.
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My VTech monitor is displaying the incorrect temperature?
1) The temperature sensor should be accurate to +/- 2 degrees. If the deviation is within +/- 2 degrees then it is normal.
2) In the case where the temperature sensor is via a flexible attachment to the rear of the camera ensure that the sensor cable is bent to a 90 degree angle away from the camera. This ensures the sensor is not detecting any heat given off from the camera itself.
3) Ensure the temperature sensor is not located too close to anything that may impact it's accuracy such as window, fan, air-conditioning outlet or heater.
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What range (distance) can I expect from a VTech cordless phone?
In most operating situations you should receive approximately the following; VTech DECT cordless phones you should receive up to 50 metres, for VTech DECT6.0 cordless phones you should receive up to 100 metres and for VTech DECT360 cordless phones you should receive up to 150 metres.
NOTE: The operating distance between the handset and base of a cordless phone is influenced by the operating environment with factors such as building construction, interior walls etc. all having an effect.
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How many handsets can I pair to my VTech cordless phone?
The number of handsets you can register to your VTech cordless phone depends upon the model.
VTech models 15100, 15300, 15350, 17000 and 17050 are unable to have additional handsets registered to their retail pack.
All other VTech cordless phones can have 5 handsets registered to them (except VTech models 17450, 18450 and 18750 - see below) .
For VTech model 17450 you can register the following combinations; Up to 5 handsets, and no VS013, VS014 or VS015; OR Up to 4 handsets, 1 VS013, and no VS014 or VS015; OR Up to 4 handsets, no VS013, and as many VS014 and/ or VS015 as you like (max. 30); OR Up to 3 handsets, 1 VS013, and as many VS014 and/or VS015 as you like (max. 30).
For VTech models 18450 and 18750 you can register up to 4 handsets, 1 VS013, and as many VS001/VS002/VS003/VS014/VS015 as you like (max. 30)
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Is my VTech phone NBN compatible?
All VTech landline phones are compatible with the NBN. How you connect them to an NBN service will depend on the type of NBN connection you have installed at your premises (see below).
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How do I connect my VTech phone to the NBN - Fibre to the Premise (FTTP)?
A Fibre to the Premise (FTTP) NBN connection is where the NBN optic fibre cable is run directly to the premise and an NBN connection box is installed in the premise.
The NBN connection box that is supplied and installed by your service provider has 2 outlets (UNI-V) for standard voice connection and 4 Data outlets (UNI-D) for your home network as seen in the image below.
The 2 standard voice ports (UNI-V) on the left are the ones you would use for your VTech Cordless or Corded Phone, or for any other standard voice compatible home phone. Please check with your service provider which voice port has been activated. There are 2 ports to allow for 2 different phone lines (phone numbers) to your home. The other 4 data connectors (UNI-D) on the right are for your home network (computer, laptop, television, PVR or smart devices).
Some service providers may deliver your voice service via a UNI-D port with a modem/router (gateway) that they will provide to you. Connect the base station of the VTech Cordless or Corded Phone to the analog port on the modem/router (gateway) as advised by your service provider.
NOTE: In the event of a power failure on this type of connection, for your phone to continue to work (provided it is either a cordless phone with power fail back-up or a corded phone) you would need to have an NBN back-up battery installed by your service provider.
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How do I connect my VTech phone to the NBN - Fibre to the Node (FTTN)?
A Fibre to the Node (FTTN) NBN connection is where the NBN optic fibre cable is run to a node at the end of the street (or nearby street). The NBN service is then delivered to the premises by the existing copper or HFC cable.
Your service provider should provide you with a modem/router (gateway) when you subscribe to an NBN service with them. Example image below.
Connect the base station of the VTech Cordless or Corded Phone to the analog port on the modem/router (gateway) as advised by your service provider.
NOTE: In the event of a power failure on this type of connection, it is unlikely that your phone service will work as there is no power to the modem/router (gateway) which is required for your telephone to operate.
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Why does my VTech phone display the wrong date & time after receiving a call?
If you have Caller ID on your phone service, the date & time on your VTech phone updates with the data that comes through with each call.
If this date & time is not correct then an issue exists with your telephone service provider and needs to be corrected by them. It may either be a network date & time setting that needs to be fixed or a date & time zone issue with the hardware (gateway or modem/router) that your VTech phone has been connected to.
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Why does my VTech cordless phone "phantom" ring and show a "missed call" when there is no incoming call?
The issue of phantom ringing and missed calls when no actual incoming call occurs, when your VTech cordless phone is connected to the NBN, is caused by signals created by the network/equipment your phone is connected to. This issue needs to be resolved by your telephone service provider.
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Why does my VTech cordless phone not match the incoming number to an entry stored in the Phonebook?
Some service providers on the NBN are sending both number (normal telephone number format) AND name (UNAVAILABLE or some other variant as there are no names associated with numbers on the Australian network) via their Caller ID solution.
If the name field from the network is blank, the VTech software can match the number info to an entry in the phonebook and display that name on the phone screen. If however the name field from the network has data against it (UNAVAILABLE or some other variant) the software can not override this network information.
The only solution to this is for the NBN service provider to switch off the name data on their equipment.
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Can I connect my VTech Cordless Phone to a DECT enabled router?
The VTech cordless handset is designed to work with its own base station to take advantage of all the features that are available. The VTech handset and base station use DECT wireless communication to connect to each other. The base station should be connected to the voice line (analog line) of the router using the provided voice cable, if you wish to use the router for all voice calls. This is the only method recommended by VTech when connecting to a router that has a voice line as shown in the picture below.
There are routers available that may have the ability to communicate via DECT and the manufacturers of these routers advertise that they work with DECT cordless phones. This means that the cordless handset is connected to the router using DECT wireless communication. The phone system base station has now been bypassed and the router has become the base station for the handset. If this is the case with the VTech cordless handset then the functionality that was on offer may not be available. It is therefore the responsibility of the router provider or manufacturer to substantiate operation with the VTech cordless handset, as it is they who are making the statement of DECT cordless phone compatibility.
If customers are able to connect their VTech cordless handset to a DECT enabled router then it is possible that the customer may make calls and receive calls. VTech cannot however guarantee operation of the phone if the customer has bypassed the base station that the handset has been designed to work with.
If you have connected your VTech cordless handset wirelessly to a DECT enabled router, you will need to contact the provider of the router for further assistance. It is the responsibility of the router supplier/manufacturer to support you with any queries with this type of connection.
For best results with these types of routers connect the base station of the VTech Cordless Phone to the analog port on the router using the voice cable that has been provided.
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Can I connect my VTech Cordless Phone to a VoIP System?
If you wish to use your existing VTech phone on a VoIP system then you will need additional hardware such as an Analog Telephone Adapter (ATA device). This type of device is used to connect a standard telephone to a computer or network so that the user can make calls over the Internet.
There are several types of analog telephone adapters. All ATA devices create a physical connection between a phone and a computer or a network device. The simplest type of ATA has one or more RJ-11 jacks to plug a telephone into and a USB connector that plugs into the user's computer, laptop, or handheld device.
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What is the warranty period for VTech products?
VTech cordless phones have a 3 year manufacturers warranty.
VTech baby monitors have a 2 year manufacturers warranty.
VTech corded phones have a 1 year manufacturers warranty.
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