topic Re: Hub error and Digital Voice issue in Digital Home Phone

Hub error and Digital Voice issue

UkzVortex98 — Mon, 03 Jun 2024 18:06:04 GMT

My DV issue is back "

I am Having an issue with my Digital Voice where incoming calls we can hear the person on over end but they can’t hear us and it same when we call out. I have tried a cordless phone and still the same and it does it to all four on my digital voice phones i’ve tried contacting EE on X 150 and they don’t care. They don’t want to do anything about the issue or say I will send out open reach out to look at it when it doesn’t have anything to do with open Reach. It happened when the Smart Hub Plus got its last firmware update.

Firmware version: r1.34.0-R-994210-PROD-83002r 1 . 3 4 . 0 - R - 9 9 4 2 1 0 - P

App version: 1.13.1

I am Having an issue with my Digital Voice where incoming calls we can hear the person on over end but they can’t hear us and it same when we call out. I have tried a cordless phone and still the same and it does it to all four on my digital voice phones i’ve tried contacting EE on X 150 and they don’t care. They don’t want to do anything about the issue or say I will send out an open reach out to look at it when it doesn’t have anything to do with open Reach. It happened when the Smart Hub Plus got its last firmware update.

Firmware version: r1.34.0-R-994210-PROD-83002r 1 . 3 4 . 0 - R - 9 9 4 2 1 0 - P

App version: 1.13.1" Also when I log in to the hub get this error

Re: Hub error and Digital Voice issue

XRaySpeX — Mon, 03 Jun 2024 18:24:14 GMT

That's a common error of the SH+, probably due to its slowness. Just refresh & it'll go away. Has no bearing on DV.

Re: Hub error and Digital Voice issue

JimM11 — Mon, 03 Jun 2024 19:37:08 GMT

@UkzVortex98 And there is a slightly newer FW version rolling out now so you know. See link to OP's post.

Smart Hub Plus SH31B Router Firmware changelog - The EE Community

Re: Hub error and Digital Voice issue

UkzVortex98 — Mon, 03 Jun 2024 20:38:38 GMT

I am on r1.34.1-R-1055417-PROD-83002 and still have Digital Voice what I hand with FW Firmware version: r1.34.0-R-994210-PROD-83002r 1 . 3 4 . 0 - R - 9 9 4 2 1 0 - P

Re: Hub error and Digital Voice issue

dazfitzg — Tue, 04 Jun 2024 20:46:11 GMT

I have a similar problem, EE sent an engineer to me, they messed about with my router. Tried everything I had previously done, and tested my line, everything checked out ok. They mentioned that there was some dropouts from the exchange which roughly tied in with the times when I couldn't make any calls, or couldn't hear or be heard.

They suggested insisting on getting the EE Smart hub plus replaced with a BT Smart Hub 2 as it has a rock solid digital voice service.

Only now my digital voice line is stuck as if it is engaged and diverts to voicemail without ringing.

Possibly the worst service from EE since I started with them 18 years ago.

Re: Hub error and Digital Voice issue

JimM11 — Tue, 04 Jun 2024 20:49:51 GMT

@dazfitzg What router are you currently using?

Re: Hub error and Digital Voice issue

dazfitzg — Wed, 05 Jun 2024 07:58:28 GMT

It's an EE branded Smart Hub Plus, running the r1.34.1 firmware.

Quite frankly the EE technicians said that there were a bunch of issues with this router, and the previous generation of BT router was much better. As was my old EE Smart Hub.

The issue with calls being routed straight to Voicemail has resolved itself this morning, but I can't trust that this isn't happening at other times. How can I tell, without making a call to myself.

I wish I could go back to my hard wired landline.

Re: Hub error and Digital Voice issue

JimM11 — Wed, 05 Jun 2024 09:01:41 GMT

@dazfitzg Was trying to establish a specific fact. As to which router or service is the issue. So you can forget about going back to the older landline, that's not going to happen. BT Digital voice service delivered on the BT router did seem to be rock solid. EE Digital voice service delivered on the EE router is little problematic at present. DID you request trying to get the BT router? Do you still have your older Smart Hub and does it have a VOIP port connection? Only have experience of the latest hub, and dropped the landline as did not need it... Replacement router's are just not the same, EE Superhub+ may get there with FW changes but it all takes time, and they need to be aware of all the issues that are going on. Thanks for replying.👍

Tried looking about, seems the older hub does not support or have a voip port on it, info is all pretty vague.

Re: Hub error and Digital Voice issue

dazfitzg — Wed, 05 Jun 2024 09:34:12 GMT

No the older hub was missing the ATA port. It was the White Hub with the small EE logo in the middle. I am going to ask for the BT hub next time I get through to EE support.

It is disappointing that they are rolling out a service that's not fit for purpose. I live in an old house, where the little bit of mobile signal I occasionally get outside, completely disappears when you step through the door. Now if the broadband goes down, I can't even make a call to complain unless I go outside, but then I can't do anything the support technicians suggest to fix it without the mobile call dropping. I guess it's okay for big city folk with plenty of mobile coverage, but out in the sticks it's a different matter.

I am sick of rebooting the hub to get the phones working again, and refuse to factory reset it ever again. It took 3 days and a visit from EE to get the Smart WiFi extenders working again. Meanwhile most of my house was without WiFi. Definitely a step backwards.

Re: Hub error and Digital Voice issue

JimM11 — Wed, 05 Jun 2024 09:47:12 GMT

@dazfitzg Seems to be a standard request from EE CS to pin reset the router, i personally have never found any success in doing it, and like you always refuse, it is not an option as the Router does not have a Backup facility for ANYTHING so if done i would be HOURS trying to get all the settings back in, and don't even want to think about the stupid mobile app that has to be used!!!! That's all of the problems in a nutshell, same position as you, poor mobile signal for EE, rely on wi-fi calling, so kept the daughter on O2 with her mobile, at least got a fighting chance... If i establish service or router problem, will keep you posted.🤔

Re: Hub error and Digital Voice issue

dazfitzg — Fri, 07 Jun 2024 15:09:58 GMT

After all the supposed help and advice, its happening again. The phone rings, and neither party can hear the other. It doesn't matter if the call is inbound or outbound.

The engineers I had earlier this week also suggested that it may be due to an intermittent fault caused by work being carried out by Open Reach engineers either at my street box or the local exchange. I just called the EE helpline again while the fault was evident. They looked at my line and said that they, too, could see a minor fault on my line. I now have an Open Reach engineer booked to look at this apparent line fault; what are the chances that they can detect the issue when they come on Tuesday?

Now that they are blaming a line fault, they don't think that swapping to a BT-branded hub will resolve the problem.

Line fault or not, the Digital Voice service on the hub should be capable of handling breaks in service. It seems to be able to restore a partial service in that the phone rings for incoming calls, and I can make a call; it's just that no one can hear anything.

Fed up!

@JimM11 Thanks for the support, I don't feel so alone with this issue. As regards using a non EE/BT mobile, I wish there was signal on other networks where I live, the EE signal is by far the strongest and that is saying something.

Re: Hub error and Digital Voice issue

dazfitzg — Tue, 11 Jun 2024 14:26:47 GMT

Quick update!

The Openreach Engineer came, tested my line, and couldn't find a fault with it.

In fact, he was amazed at how good my line was, given that I am 1.6 km away from the street box as the line runs. He said he had seen lines only 200m away from their street boxes in worse condition. He did, however, change my connection point in the box to a different one to rule out that the fault was between the street box and the exchange.

So now it's a waiting game to see if the change actually fixes the problem, or whether we start the game of blame ping pong between Openreach and EE.

If it happens again I am going to request a BT-branded Smart Hub router. I'll update this post with my results.

Re: Hub error and Digital Voice issue

UkzVortex98 — Tue, 11 Jun 2024 17:16:38 GMT

Was that FTTC or FTTP

Fibre to the premises

Fibre to the Cabinet

Re: Hub error and Digital Voice issue

XRaySpeX — Tue, 11 Jun 2024 18:02:29 GMT

FTTC as he is talking about street boxes / cabs.

Re: Hub error and Digital Voice issue

dazfitzg — Mon, 08 Jul 2024 08:26:35 GMT

Well it's been a month since the Open Reach visit, and to be quite honest, the phone has been relatively quiet. But in the last week or so, we have had several occasions were we were without a working phone.

We had one occasion were the hub said everything was ok, but the BT HD digital phone, claimed no line available. A few times when one party could hear the other but not the other way around (in both directions). And today when the line connects neither party can hear each other, and dialing out you hear the DTMF tones, but then silence, while the other end rings.

This is not the service level we pay for. The move to digital voice is flawed using the latest generation of EE/BT hubs. So back the adventure of the customer support queue I go. Hoping for a replacement hub, given the line is ok, and the service is reportedly up, it has to be hardware (firmware) related. I don't really care what hub I get I just want a working service.

And to answer the question about FTTP or FTTC. I only wish we had full fibre in the village, we still rely on good old copper circuits for the "final mile" (1.2km in my case). But as I said in my previous post, the Open Reach engineer said my line is one of the most balanced lines he has seen, especially given the distance from our street cabinet.

Re: Hub error and Digital Voice issue

JimM11 — Mon, 08 Jul 2024 09:32:35 GMT

@dazfitzg Its a little bit of a tricky one, while and still on fttc myself, did not have digital voice, would not allow it when requested to do so, but every now and again the phones would act up, no line etc, noisy connection, just had to put up with it few times when it got really bad i would call up sky who was ISP at the time, DSL reset normally fixed but was in no way a 100% fix. BT Smarthub2 is the only one that seemed not to have major issue, and if you do have to go down that route, the EE app is not playing fully nicely with that router at present, so keep it in mind. Hope it gets fixed but dropped the landline, so relying on mobile now, which is also not the best way to go.

Re: Hub error and Digital Voice issue

dazfitzg — Tue, 09 Jul 2024 12:34:20 GMT

@JimM11 Thanks for your comment, I keep an eye on the community posts and see more and more people having the same issues. This is obviously a major software/firmware/hardware fault with the EE SmartHub+.

I am currently waiting for a call back from EE Support. Today, I have rebooted the SmartHub+ several times, both soft and power-cycle, and it has come back briefly after each reset. It is currently not working;

Dial tone - Yes; mostly
Outbound Call - Sometimes
Can hear the outbound ringing tones - No
Inbound Call Rings - it occasionally rings, but my wife has tried several times and hit voicemail immediately.
Conversation Possible - No; mostly, no one can hear anything; occasionally one party can hear the other but not the other way around
Internet - Stable no apparent loss of connectivity

So far they have blamed the line (tested), my setup (EE Home Techs visited no issues), but they haven't admitted that the Hub is pure junk, just like the new EE app.

There is a feature where you can have our line diverted to your mobile, but I can't find that option on the EE App or the EE website, and I can't set it from my home phone because, guess what, it's not working.

You might have guessed my frustration and that my patience is running out. I don't see anyone having a successful resolution to this problem on the community forum. I promise if they finally fix the issue I will shout it from the rooftops and also post it here. And as a new post so that everyone else who's going through this can benefit from the wisdom gained.

Re: Hub error and Digital Voice issue

dazfitzg — Tue, 09 Jul 2024 12:37:07 GMT

By the way, @UkzVortex98, did you ever get a resolution to your issues, or are you still in the same boat?

Re: Hub error and Digital Voice issue

Speedbird20 — Tue, 30 Jul 2024 19:20:36 GMT

I'm still having the same issue.

One of the thoughts is that it might have been the BT handsets that were causing the problem so I was sent one of the EE digital handsets to try.

Unfortunately, the same problem has occurred again today even with the EE handset.

Interestingly, 2 of the handsets were showing as out of range and one of the theories is that may cause the issue.

However, new hub is being dispatched to see if that makes any difference. The annoying thing is that the old BT hub and digital phones worked flawlessly and the new EE hub has been problematic from the start.

Firmware : r1.34.1-R-1055417-PROD-83002

GUI 1.13.1

Re: Hub error and Digital Voice issue

Luckybob28 — Sat, 03 Aug 2024 14:26:05 GMT

Having the same problem also. Has gone on since migrating from BT. Worked fine with BT. EE hub replaced - problem still there. Engineer came out the other day - looked at the hub logs and checked things out - said everything was fine - disclosed there are issue with Alexa Handsets and are 50/50 if they work. EE have replaced the Alexa Handsets with EE ones - still not working - still have the ringing fault and no one can hear us either dialling out or calling in.