Digital Voice

[UkzVortex98]

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

[UkzVortex98]

I asked them to replace my phone with EE one and they wouldn't do it at all, then I handed tech factory reset Hub and just whipped all configured for DV to take a 2-month fix that I handed power cut over the weekend and the speed stared going blow 700 down power off ONT and SHP3 no fix got EE tech do line refresh no fix so after factory reset fix issue speed came back 940 down than last night before bed speed when to 700 down again but in the day hub power on and off 5 times with EE tech try reconfigured then DV but if I plug my desktop in to ONT get all my speeds back.

I hand no issue with BT and smart Hub 2 part from over heating and popping cracking  

[UkzVortex98]

-----------------------------------------UPDATE FAULT CAME BACK TODAY 04/09/2024----------------------------------------------

This is from my findings today as the fault has come back and no one from New EE Tech wants to deal with the fault all they want to do is pass it on to Open Reach when it has nothing to do with them as I don't have any red light on ONT and speeds are not blow 700mbps. So there is what I have found t I have reported to you over the last nine months and you say there’s nothing wrong when the fault has come back again I have not done a power cycle on the hub as that clears the fault so you can run your test and send back off to product team. The fault is following one transmission inbound call (meaning we can hear the person who is calling us but they can’t hear us) and cannot call out at all digitally your voice was fine on the hub firmware version r1.29.0-R-950306-PROD-83002 | App ver 1.11.0. We had no issues and when we were with classic BT with the smart two we never had an issue with the digital voice at all until we merged the new EE and the hub updated to the latest firmware which is r1.35.0-R-1138091-PROD-83002r 1 . 3 5 . 0 - R - 1 1 3 8 0 9 1 - P R where we keep getting the fault and issue with the phone line so a power cycle of the hub clears any faults and this is meaning that this fault is software related. 

So if anyone else has same issue with your Dv please say more people say having issue with Dv and move from BT to New EE something might get done and Fix might get push out to hubs

[UkzVortex98]

-----------------------------------------UPDATE FAULT CAME BACK TODAY 04/09/2024----------------------------------------------

This is from my findings today as the fault has come back and no one from New EE Tech wants to deal with the fault all they want to do is pass it on to Open Reach when it has nothing to do with them as I don't have any red light on ONT and speeds are not blow 700mbps. So there is what I have found t I have reported to you over the last nine months and you say there’s nothing wrong when the fault has come back again I have not done a power cycle on the hub as that clears the fault so you can run your test and send back off to product team. The fault is following one transmission inbound call (meaning we can hear the person who is calling us but they can’t hear us) and cannot call out at all digitally your voice was fine on the hub firmware version r1.29.0-R-950306-PROD-83002 | App ver 1.11.0. We had no issues and when we were with classic BT with the smart two we never had an issue with the digital voice at all until we merged the new EE and the hub updated to the latest firmware which is r1.35.0-R-1138091-PROD-83002r 1 . 3 5 . 0 - R - 1 1 3 8 0 9 1 - P R where we keep getting the fault and issue with the phone line so a power cycle of the hub clears any faults and this is meaning that this fault is software related. 

So if anyone else has the same issue with your DV please say more people are having issue with DV and move from BT to New EE something might get done and Fix might get pushed out to hubs

[Chris_B]

@UkzVortex98   Have you tried a factory reset on the hub ?    Just switching off/on again isn’t always what’s needed as this doesn’t fix software issues. 

[UkzVortex98]

Yes have factory reset hub that does fix issue and I hand replacement hub and still having issue didn’t means to mark as solution because it not. I have been in Tech for last 20 year this issue is firmware issue also it seem to be ram cashes issue way it clear fault on power down then turn it back on 

[RodneyLabRat73]

We have been experiencing exactly the same problem since we migrated over from BT to EE, about 12 months ago. In the last week, it has failed at least 3 times (the phone rings, you answer it, and you can't speak to the person on the other end of the line). We never had an issue while we were using the BT SmartHub2. We do have an EE Smart WiFi Plus repeater on our network, I mention because the issue seems to be more problematic when the repeater is switched on. We have excellent coverage around the house, so it's definitely not a wifi issue. It's going to be a call to EE tomorrow, and there's absolutely no way they can say they've not heard of this fault, as there's a number of people experiencing this same issue. Powering down the main router and restarting it solves the problem for a random amount of time (might be days, might be weeks), but it never solves it completely. I've done several factory resets, and that's made no difference. Any thoughts are gratefully accepted!

[Luckybob28]

I spoke too soon! its returned!! worked for a week - just under. Apparently the problem has been recognised and they are "working" on it. God knows when it will be fixed. Told me to factory reset which gets me nowhere after a few days and returns to its faulty state. I need a reliable working digital voice service like we had on BT! PLEASE!! Awaiting a call back next week with an update!

[andydaws]

There is an ongoing thread been going since about January I think no change from EE no serious responses to anyone that I am aware. I get the same keeps failing getting the typical rings but no audio so TCP registration occurs but UDP for audio failing

Restarting Hub resolves but then reoccurs after a while. All this time broadband works perfectly actually very good except restarting when working is an issue

https://community.ee.co.uk/t5/Digital-Home-Phone/Digital-Voice-issues/td-p/1346684/emcs_t/S2h8ZW1haW...

My firmware is r1.35.0-R-1138091-PROD-83002 on Hub

[JimM11]

@andydaws You have posted on the right thread, @UkzVortex98 since moving to the Pro router is the only one who is posting and keeping the eye on DV, since he has posted occasionally back and always has been good news, then it may be that still up and NO issues on his DV system. Your FW is at the latest for your EE Smarthub+, been no updates to that since Sept.👍

[RodneyLabRat73]

Dear All,

Thanks for keeping this post running and up to date, 

Like many other people in this thread, I too am experiencing the same DV issues. The most frustrating part is EE fault reporting service that keep advising us  there is no known issues, and that I am the only person experiencing this issue.

Although I haven't received any explanation, or admission of responsibility, EE have agreed to upgrade me to a SH pro, after it was escalated as a formal complaint. by sending full details to  their customer-relations email address  (unfortunately I cannot enter the customer-relations email address in this post, as the rules prohibit me writing email addresses. It should be fairly easy to find on google. It is on the bt.com domain not EE.co.uk).

You should receive a confirmation with a unique reference number when using this complaints address.  My first email got lost in cyber space, though EE later confirmed they received it. I would suggest on the email that you wood like an upgrade the the SH pro as a satisfactory resolution to your complaint. 

I haven't received my SH pro as yet, but I have been advised they are batch delivered on Thursdays.

I will keep this thread updated when I do receive the new kit

Good Luck !