topic Re: Why do I have to reset my hub to get my landline working in Broadband & Landline

Why do I have to reset my hub to get my landline working

cupcup — Thu, 22 Aug 2024 09:50:08 GMT

Every few days, my landline stops working. This manifests itself in several ways

No dial tone
I can receive calls but when I speak the caller can't hear me
I can ring out but the caller can't hear me

Broadband is working fine. To fix it, I have to reset the hub and then reset the wifi device that the phone is connected to. I've had to do this 5 times in 2 months!! This never happened with my BT landline.

Questions

It looks like a problem with the VOIP software. Is there some diagnostic that we can get from the hub about the VOIP software, why it is dying, any logfiles or dumps that we can send to EE so they can diagnose the problem.
Can EE update the hub remotely so it fixes this problem

Re: Why do I have to reset my hub to get my landline working

Peter_W — Thu, 22 Aug 2024 15:57:14 GMT

Hey there @cupcup.

Welcome to the EE Community!

What kind of phone is it you're using at the moment, and am I correct in thinking this is digital voice?

I appreciate this may not be possible but have you tried connecting a different phone to see if this experiences the same issues?

Peter

Re: Why do I have to reset my hub to get my landline working

JimM11 — Thu, 22 Aug 2024 17:18:58 GMT

@cupcup Has there been any change to this equipment since you moved from BT to EE?

Re: Why do I have to reset my hub to get my landline working

SonofDavros — Thu, 22 Aug 2024 18:04:21 GMT

Exactly the same problem here. Smart Hub 3 was new when we moved from BT to EE but phone was the original BT one and never had a problem. Now have to reset frequently, sometimes twice in a week and other times it can work fine for a couple of weeks. Will discontinue the land line when contract renews in 2025, assuming I stay. No logic to something that worked perfectly before now not.

Re: Why do I have to reset my hub to get my landline working

JimM11 — Thu, 22 Aug 2024 18:16:24 GMT

@SonofDavros Few different faults being reported on various DV issues, is your phone connected to the back of the router or via the remote adapter? Router reset always seems to get it working and for various times before issues re-appear again.

The only factor as you report, was never an issue with the old BT Smarthub2, although it was reported that the BT router was resetting itself every 2 weeks without fail and trying to pin that fact down currently without much success. HTH

Re: Why do I have to reset my hub to get my landline working

cupcup — Thu, 22 Aug 2024 19:32:22 GMT

I'm using an old 15 year old panasonic phone. There are 4 units. Yes, I've tried a wired handset - issue remains.

Re: Why do I have to reset my hub to get my landline working

cupcup — Thu, 22 Aug 2024 19:34:23 GMT

No change in my equipment. BT hub, smart hub and discs replaced by EE hub, smart hub and equivalent of discs.

Re: Why do I have to reset my hub to get my landline working

cupcup — Thu, 22 Aug 2024 19:42:23 GMT

I prefer using the land line so I won't be getting rid of it anytime soon.

What would be nice is if they had some diagnostic that told you what was happening. That is if the design engineers have logged enough data for them to diagnose the problem.

Re: Why do I have to reset my hub to get my landline working

cupcup — Thu, 22 Aug 2024 19:47:36 GMT

It is connected to the remote adapter.

It was connected to the back of the router - the problem happened twice so I moved to the remote adapter. Now it has happened 3 more times.

My BT router seldom reset itself. The up time was, on average 9 months before a reset. We only reset it to clear out the IP addresses of the VMs I've been playing with. With the EE router, I haven't even started playing with VMs. It is the land line that really bugs me. It was one of the more stable features of the BT system. Even when broadband was down, you could make a call. Now I can't do anything.

Re: Why do I have to reset my hub to get my landline working

JimM11 — Thu, 22 Aug 2024 19:47:56 GMT

@cupcup Thanks for getting back, latest opinion is that it appears hub change does nothing, adapter does nothing, latest FW update to the router does nothing, so there is no apparent change to anything at present, apart from the router reset clears for a mixed period of time. Was an EE request for an OP to try a different phone earlier today, that was you and your answer has been posted before, with exactly the same result. Has been reported that the DV adapter is more problematic than the router itself just so you know, Digital Home Phone section has more of a feedback if you care to look.👍

Re: Why do I have to reset my hub to get my landline working

JimM11 — Thu, 22 Aug 2024 19:56:16 GMT

@cupcup Thanks for clearing up your BT router NOT resetting itself, really cannot find even on the BT forum site any info regarding this, but @Mustrum was aware that it happened and i do trust his knowledge. DV is a bit of a pain at present, glad i dropped my line, but the reason was purely that i could not join BT back in march, so no way was i going to have this issue as aware for years that BT was the only one who seemed to do it right out of the box.

Re: Why do I have to reset my hub to get my landline working

JimM11 — Fri, 23 Aug 2024 04:45:15 GMT

@cupcup That's the problem when moving/upgrading broadband that all ISP move landline phone products to there DV style operation and the phone socket becomes redundant and phones now plug in via the digital side of the operation. No broadband, then no landline phone, this should have all been explained at time of ordering because there has to be another method in emergency to get help, this is normally via a mobile device ie your mobile phone, and if that is NOT an option then STOP order process until some resolve is sorted.

It's a situation at present, i dropped my landline but did not really want to do that, have EE mobile but very poor signal so rely on wi-fi calling, and when EE mobile system screwed up that couple of weeks ago for a few day's was indeed a problem, need to go about a mile to get a signal, hey but i knew this so not the best option....

Re: Why do I have to reset my hub to get my landline working

cupcup — Fri, 23 Aug 2024 08:36:38 GMT

When I typed my original reply, I got Error Maximum Flood limit reached. No idea what that means.

My problem is the broadband works fine. It is just the landline keeps dropping so I suspect that something is wrong with the VOIP (possibly what you call DV) software. EE did offer me a mobile option but that was something like £10 a month. My mobile is on PAYG and the usage is about £10 in 3 years. There is no reason to substitute a £10 bill for a £360 bill so I didn't take up that option. My son works from home, streams and plays games so I'll know very quickly if the broadband isn't working. Broadband works, VOIP needs the whole router resetting to get it working.

We use the landline quite often: sometimes for the phone calls where they put you on hold for half an hour before answering (eg doctor's surgery, providers for money related services etc).

Re: Why do I have to reset my hub to get my landline working

cupcup — Fri, 23 Aug 2024 08:45:42 GMT

I was a software developer. No matter what the product is, we always had some way of triggering log files to diagnose what was happening. I know not much can be done about resetting the hub - you just have to do it. All I'm asking is whether there is some facility on the hub to trigger logfiles that can be gathered and sent to EE so they can diagnose the problem, apply the fix and send it out either as a patch or apply it to future products.

Re: Why do I have to reset my hub to get my landline working

JimM11 — Fri, 23 Aug 2024 08:47:03 GMT

@cupcup If you have just moved to DV (this is BT's voip solution) then your previous router may not have been the BT Smarthub2, which is the one that had a voice ATA port on the rear of the router as well as in built DECT control.

Re: Why do I have to reset my hub to get my landline working

JimM11 — Fri, 23 Aug 2024 08:48:35 GMT

@cupcup There is nothing, report it to EE CS is the quickest way for you to get any attention.

Re: Why do I have to reset my hub to get my landline working

JimM11 — Fri, 23 Aug 2024 09:30:46 GMT

@cupcup If you wish to take a look around the router to see if anything jumps out, then web interface to http://192.168.1.264 and that assumes you have not changed any of the addressing.

Re: Why do I have to reset my hub to get my landline working

NickBS — Wed, 28 Aug 2024 07:58:51 GMT

Hi @cupcup @SonofDavros - while we still recommend you report this via our Technical support team, I've passed on your details to our Hub specialists in our product team to see if they can investigate this - as it seems like quite a unique issue that they'd be keen to look into further.

Re: Why do I have to reset my hub to get my landline working

cupcup — Tue, 03 Sep 2024 11:25:57 GMT

I really can't understand why all the support has to be through mobile phones. I had a look at the tech support team page - you either text PHONE or LINE to a number. Doesn't really say whether it is case agnostic. I'll give it a try when I find my mobile phone.

Re: Why do I have to reset my hub to get my landline working

JimM11 — Tue, 03 Sep 2024 13:32:47 GMT

@cupcup If you are on the new EE system, kicks of the diagnostic to selected text that you supplied, i always add when suppling info on postings, to a mobile that is registered so EE know were to direct the testing too. Sit back and let it do it's thing, if anything is found unto wards then the action will be carried out whatever that may be....