“Answering system I bought this phone for my mom via amazon and I've done everything I can think of to get the answering machine to work...does her phone service matter?”
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Yes, if her service includes VOICEMAIL, which is an answering system via the provider, as it may be capturing messages before the CareLine can get them. But you can remedy that by setting the CareLine's answering system to "pick up" after, let's say 4 rings, and Voicemail to pickup after 6 rings. Thus, your CareLine will be the primary message center, and voicemail the back up. Our support team is @ 1-800-595-9511 if you need further assistance.
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