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

[Luckybob28]

Have gone down the same route as your good self - Has been ongoing for months and they acknowledge a problem exists. Was told there was an update coming in November for the DV. 

Have been running the SH Pro with extenders for a day now and everything seems fine - DV handsets updated the software when we installed so hopefully all good!! 

I'll repost if any issues! 

[Finborough]

I have been having a problem with digital voice since switching from BT to EE.  They have now sent out 8 new phones.  We miss calls because the phones do not ring.  We set the phones to highest volume to ring and save it but sometimes if it rings then the phones just warble.  We are almost in our 80s so need a reliable landline.  EE keep telling me there is no problem and every thing is working fine.  They are going to ring again on Tuesday afternoon after sending the latest lot of phones over. Must be something to do with the Hub as we never had any problems with BT and had full fibre with them for years. 

[JimM11]

@Finborough PM i sent you last week still stands if helpful. Jim

[RodneyLabRat73]

Good Morning Finborough,

I am really disappointed with EE, as they still refuse to accept there is an issue with the hardware. My experience is virtually identical to yours, but 18 month ago. Since upgrading to EE from BT. 

I doubt the issue is with the handsets, nor will replacing the SH with an identical model help.

I had engineers alter setting on the EE SH remotely, to no avail other than slowing the wifi down. my solution was to contact customer relations at bt, and ask for a SH pro, which was supplied at no extra cost to me. Since then, there have been no issues with the DV system.

Unofficially, I have been told that the EE SH was upgraded architecture and functionality, but using the same processor and memory as the older BT SH. It also seems to affect people on higher download speeds, or greater number of connected devices.

Whilst EE customer services refuse to admit there is an issue, customer relations are far more willing to accept there is a router issue

If I can be of any further help, please drop me a line.

Good Luck 

[JimM11]

@RodneyLabRat73 Thank you for responding and great to know that the swap from plus to pro has worked out a treat, good on you for standing the ground and getting the required solution.👍