Home phone adapter cuts out

[IanBernard]

Have just moved to EE from PlusNet and am using my home phone via an EE supplied adapter. Pairs OK with EE hubs to start with but cuts out (it's light goes off and home phone connection stops) about 10 to 15 minutes in to a phone call. Has done it about 5 times now. A faulty adapter?

[XRaySpeX]

Does your work OK when plugged into Phone socket in back of router?

[JimM11 · Accepted solution]

@IanBernard Try it also a little bit closer to the EE hub as a test as well just in case it's losing the dect connect. How do you get it to recover? straight power off then on again, also worth trying in another power socket incase the power is not making good connection. In case you need the info, linked below.

Set up and use a Digital Home Phone Adapter | Home Phone Help | EE

[IanBernard]

Thanks for your reply. Yes, the home phone works fine when plugged into the back of the hub. In fact, that's how I am having to use the phone at present.

[IanBernard]

Thanks for your reply. To recover I simply re-paired the adapter and hub, but then it fails again on any call over 10 minutes or so.

Would't have thought the distance between the hub and adapter was the problem because, although it's a floor below it's immediately under the hub, with only the ceiling and floorboards between. But I will try pairing them again, plugging the adapter into the mains closer to the hub and plugging the phone into the adapter, as I think you are suggesting.

[bobpullen]

@IanBernard - does it always fail at the exact same point of a phone call? Is it both incoming and outgoing calls? What hub are you using? When you say "it cuts out", exactly what are the symptoms? i.e. what do you hear etc?

[IanBernard]

The hub is a Smart Hub SH31B model number 5394-CP EE, supplied when I changed to EE very recently.  It normally cuts out after approx 10 to 15 minutes into a phone call, in and out-going, so not literally exactly at the same time. The light goes out on the adapter and the line stops dead at the same time. There is no gradually break up or background sounds before it cuts out, just a clean break in the connection.

Regarding the power connection, I assume that's OK because the adapter is plugged into a socket block with on-off switches for each socket that lights up to indicate the connection is OK.

Following your suggestion, I have now moved the adapter close to the hub and plugged the home phone into the adapter. That seems to work fine, ie. no breakdown in the connection, but that means the phone is located where we don't really want it, particularly since it incorporates an answer phone, which rather obviates the point of the adapter.

Again, thanks for your thoughts and help.

[IanBernard]

Following your suggestion, I have now moved the adapter close to the hub and plugged the home phone into the adapter. That seems to work fine, ie. no breakdown in the connection, but that means the phone is located where we don't really want it, particularly since it incorporates an answer phone, which rather obviates the point of the adapter.

Regarding the power connection, I assume that's OK because the adapter is plugged into a socket block with on-off switches for each socket that lights up to indicate the connection is OK.

[JimM11]

@IanBernard That can indicate that the power to the Adapter is good, but does not ensure that the pins out off the Adapter are making good contact to the EE DVA sugar has been known to happen..... It may also just be the case that the EE DVA is struggling to supply and connect to the Dect side off the Hub relative to were they are when non functional or intermittent operation, you can only ask EE to supply another DVA, try it and see, if it does not work then suggest you relocate the position off the EE Hub closer if you want a better landline phone position.  

One other solution may be change the Landline Phone and Answering system that incorporates multiple handset's that may allow you to have far more coverage, EE may be able to help you out with that, so give them the call.

Thought that the DVA adapter is just to go RED when the connection fails, if you are NOT seeing that and there is NO light on the DVA at all, then just ask for a replacement DVA from EE CS.... The link above in the Answer does take you to the EE user manual, worth having the look at just incase.

[IanBernard]

Manu thanks for your help and advice. Will contact EE for a replacement adapter.