topic Re: Digital Voice issues in Digital Home Phone

Digital Voice issues

JonnyManc — Fri, 12 Jan 2024 14:44:55 GMT

Recently migrated from another isp for my fttp 500mb with digital Voice.

Fttp is working great, but having issues with maintaining digital Voice.

After a couple of weeks faffing, I got it sorted (registering phone etc) at it was ok, but this week callers can't hear me, nor can I hear them.... The phone rings and there is a dial tone.....

Any ideas guys?

Thanks

Re: Digital Voice issues

Mustrum — Fri, 12 Jan 2024 15:07:23 GMT

@JonnyManc other than resetting the router and phones I would suggest giving the Broadband Care Team a call.

https://ee.co.uk/contact-ee/technical-support/broadband-landline

Re: Digital Voice issues

Roger84 — Mon, 05 Feb 2024 20:06:58 GMT

I have exactly the same problem with the X63_BT_HW0.3 BT handsets.

I migrated from BT to EE, having had a flawless service with my old BT Home Hub 2.

Resetting the hub fixes the problem but it reoccurs and has we now have experience of the audio dropping mid call but the call still being connected.

No solution yet but it has been elevated in EE.

Re: Digital Voice issues

PH36 — Sun, 11 Feb 2024 10:20:08 GMT

I had this exact problem after moving to EE from BT around the same time as you switched where callers can't hear me nor can I hear then and spent several hours with help line over several weeks trying to sort it out. Reset would temporarily fix. We also tried different replacement handsets. In the end EE sent me a replacement router. That has solved the problem. They told me it wasn't a known problem but it looks like others are having it.

Re: Digital Voice issues

Roger84 — Mon, 12 Feb 2024 11:07:15 GMT

Don't know what they hace done but after the fault was elevated i had an automated text to say that the fault was fixed.

Has been working properly for 6 days now.

Re: Digital Voice issues

JonnyManc — Mon, 12 Feb 2024 11:52:18 GMT

Forgot to confirm that the reboot resolved the issue, but only temporarily.

Its happened twice since the original issue...and while a reboot has resolved it, it would be nice if there was a perma-fix?!

Perhaps even the capability to schedule a router reboot every 1/2 weeks......??

Re: Digital Voice issues

Roger84 — Sun, 25 Feb 2024 11:18:47 GMT

.......and the fault returns

Re: Digital Voice issues

robjouk — Sun, 25 Feb 2024 15:34:10 GMT

I have the same issue, have to restart the router every week to solve it.

Re: Digital Voice issues

PH36 — Sun, 25 Feb 2024 17:03:07 GMT

14 days now and not had a problem since EE changed the new router for an even newer router. Not had to reset router since! Before it was happening every few days between resets.

Seems to be the only permanent fix.

Re: Digital Voice issues

Roger84 — Sun, 10 Mar 2024 12:00:56 GMT

Is your service still working properly with the new router or has the fault re-ocurred?

Re: Digital Voice issues

PH36 — Sun, 10 Mar 2024 15:06:43 GMT

Hi Roger84. Fault had not re-occurred since changing router (i.e. about one month ago)- until today at around 11:30 am!!

So frustrating and it makes the landline useless!

Come on EE - for goodness sake fix this issue!! It's not a nice to have!

Re: Digital Voice issues

PH36 — Mon, 11 Mar 2024 17:51:32 GMT

Some progress! Update on my last message...

Investigation at EE end today showed my router had no errors. However, the EE helpline told me that that the 2.4GHz and 5Hz WiFi channels had been turned off somehow. (I hadn't turned them off! ) When EE turned them on, my phone immediately started working properly again without a router reset!

I believe you can check the channel status on the EE hub manager - and turn it on there if it is shown as being disabled. (Open Hub Manager by typing 192.168.1.254 in the browser address bar.)

You can try that as a fix instead of a reset - although the router did show orange for about a minute while the channels were enabling. (I suspect a reset has the effect of turning on the channels which is why that works)

EE said they could not escalate further internally as to why my channels had got disabled because the problem was now fixed and there was no error code to escalate the issue with!! So basically - it seems their processes can only resolve known problems - not new ones!! Very curious.

Would be interested to hear if this fixes anyone else's issues and I will let you know if my channels mysteriously get disabled again.

Re: Digital Voice issues

PH36 — Tue, 26 Mar 2024 15:47:20 GMT

Update - my landline is still working with no problems after my post about my last fix

Re: Digital Voice issues

PH36 — Mon, 01 Apr 2024 18:27:56 GMT

Problem has reoccurred. Investigated on hub manager and saw 2.4GHz and 5Hz WiFi channels were enabled.

So did a router reset from the hub manager and it fixed the problem.

When are EE going to fix this issue????

Re: Digital Voice issues

JonnyManc — Mon, 01 Apr 2024 18:35:31 GMT

Mine keeps dropping... Every few weeks!

Ee did a check, and said everything was fine.... Unsure what's next!

Re: Digital Voice issues

Paddy-B — Mon, 01 Apr 2024 18:55:19 GMT

Hi @JonnyManc and @JonnyManc,

Thank you for posting. I'm sorry if you're having problems with Digtial Voice dropping. With the issue being intermitant it can be very difficult to pin point whats causing it. Wuth what you have said it sounds like its an issue with either the hub itself of the handset. How many phones do you have connected to the hub and does the problem occur on all of them? If you send me your details, I can run a few checks.

I have sent you a private message with instructions on how to contact the team.

Thanks,

Paddy

Re: Digital Voice issues

PH36 — Mon, 01 Apr 2024 19:03:05 GMT

This problem occurred with a brand new ee hub and a replacement hub that was sent out as a replacement a month later. It also occurs with brand new ee handsets as well as my old bt handsets. It happens when a single handset is connected via wifi. If you have four handsets connected, it happens on all of them together.

Re: Digital Voice issues

StevenB74 — Sun, 07 Apr 2024 19:19:00 GMT

We have exactly the same issue every 3 days have to restart the router. It’s absolutely rubbish anyone got this permanently fixed yet?

Re: Digital Voice issues

PH36 — Sun, 07 Apr 2024 19:49:54 GMT

No. Changing the router seemed to change the frequency of the problem for me from every three days to once a month or so. EE will do this on request.

EE didn't have a known issue number to cover this as it get fixed with a reset and support told me there is no mechanism to raise as an issue on EE's systems once a problem is fixed! That being the case I imagine it will not be solved in the near term. 😞

When I sent my old (three month old) router back, they sent me a message to say it was being recycled - rather than send it to an engineer.

Re: Digital Voice issues

StevenB74 — Thu, 18 Apr 2024 19:51:30 GMT

We have the same problem! We were with BT and had no issues then we were told we had to move to EE and had a new ee router etc supplied and then digital voice fails on a weekly basis. Had a 2nd replacement router supplied, new handsets supplied still the same - works for a few days then nobody can hear you or them.

Lost my will to live now on this, tomorrow (on my mobile) - I will be escalating. Enough is enough!