topic Re: Digital voice disconnects in Broadband & Landline

Digital voice disconnects

Neil_F — Mon, 18 Dec 2023 17:05:33 GMT

Following on from all the problems I've found my phone service is dropping out on calls. One neighbour just called and we were disconnected twice!

Never experienced problems before. Landline to landline call.

No idea what's causing it. Any ideas?

Re: Digital voice disconnects

Paddy-B — Mon, 18 Dec 2023 19:38:05 GMT

Hi @Neil_F,

Thank you for posting. Have you noticed if the dropouts are happening on both outgoing and incoming calls?

Thanks,

Paddy

Re: Digital voice disconnects

Neil_F1 — Mon, 18 Dec 2023 21:38:37 GMT

Hi and thx for the reply.

I've only used it for incoming calls as I have elderly friends and neighbours and family who ring me for help and assistance.

I've had to re-register to get on the forum just now! Another oddity.

Re: Digital voice disconnects

Paddy-B — Tue, 19 Dec 2023 08:54:17 GMT

Hi @Neil_F1,

Thank you for posting back. What type of phone are you using and how is it connected to your hub? If you haven't tried already, please could you try another handset. This will help to rule out an issue with the phone itself.

Thanks,

Paddy

Re: Digital voice disconnects

Neil_F1 — Tue, 19 Dec 2023 13:07:31 GMT

Thanks Paddy for responding. 3 calls this morning and all dropped out. I never had this problem before digital voice.

I have BT4000 twin

No other phone to test.

Thanks, Neil

Re: Digital voice disconnects

David-M — Tue, 19 Dec 2023 14:01:07 GMT

Thanks for the reply @Neil_F1

Do the hub lights change when the calls drop?

Cheers

David

Re: Digital voice disconnects

Neil_F1 — Tue, 19 Dec 2023 15:29:19 GMT

Interestingly I kept my eye on the hub but didn't spot light dropping out. Phone connected to hub too.

Re: Digital voice disconnects

David-M — Tue, 19 Dec 2023 17:26:32 GMT

Hi @Neil_F1

Can you check if your neighbours line is working ok? Are you able to call over the check?

Cheers

David

Re: Digital voice disconnects

Neil_F1 — Tue, 19 Dec 2023 17:56:10 GMT

Yes they are ok as luckily haven't migrated to DV

Re: Digital voice disconnects

Neil_F1 — Wed, 20 Dec 2023 09:14:40 GMT

Neighbour called earlier and got disconnected twice. Simply not acceptable. How do I raise a digital voice fault?

Re: Digital voice disconnects

Neil_F1 — Wed, 20 Dec 2023 12:27:28 GMT

I raised a fault and someone called me back to explain that it's a known problem but they haven't got a fix!

I never had landline faults with BT. I think I should be able to return to BT after being 'slammed' by the EE salesman

Re: Digital voice disconnects

Neil_F1 — Sat, 23 Dec 2023 08:20:32 GMT

Just wondering if anyone here has heard any updates. It's all gone very quiet which isn't really acceptable neither is not having an unreliable phone service

Re: Digital voice disconnects

Roger84 — Sun, 10 Mar 2024 11:44:40 GMT

Same problem - not fixed.

Resetting the hub works for a few days then it goes again.

Never had any problem with my old BT Home Hub 2 with the digital handests.

Re: Digital voice disconnects

Derang — Mon, 25 Mar 2024 17:59:58 GMT

Same here, smart hub plus keeps disconnecting DV incoming calls after a couple of minutes.

Seriously why has this not been fixed yet? We are paying for a service that we can’t use.

Re: Digital voice disconnects

Tonyc_5524 — Tue, 04 Mar 2025 12:58:10 GMT

I have similar problem. Phone works fine if I pick up before 6-7 rings. After that if i pick up , It just disconnects the call. Reported 22/2/25 Fault report says done but still having same problem. Customers service is shocking. I have now spend hours and hours trying to get get this fix with EE.

Re: Digital voice disconnects

Leanne_T — Tue, 04 Mar 2025 16:45:26 GMT

Hi there @Tonyc_5524

Thanks for coming to the community.

What did the team advise when you last called and reported the Digital Voice disconnects?

If you have not no update from the team after reporting the issue, I would advise getting back in touch when you get the chance to see what is needed to get this sorted for you.

Leanne.

Re: Digital voice disconnects

Tonyc_5524 — Tue, 04 Mar 2025 17:07:50 GMT

Got back to them today. Went through all the usually line checks yet again and all fine. Escalated to the back techs and they're looking into it. Says try in 4 hours and if problem persist get back to them through the link they gave me. Exactly same as last week except last week link expires before I could use it.

Chris the guide support is amazing. He explains thing clearly and what to do and expect. Pity the actually tech department is abysmal. EE should have iron out all these bugs out years ago or just us the BT software that works, instead of tinkering with it.

Re: Digital voice disconnects

Leanne_T — Wed, 05 Mar 2025 08:40:25 GMT

Hi @Tonyc_5524

Thank you for coming back to me with an update and letting us know this is being investigated for you.

Hopefully this is all sorted soon.

Leanne.