Smart Hub Plus - digital phone dropping

[Roger84]

Moved form BT FTTP where we already had digital phone with BT handsets.

now on EE with Smart Hub Plus and the same BT phones paired to the hub.

digital phone keeps dropping out.

When in the “broken” state I can get the dial tone, dial a number and it appears to connect (timer clock starts) but voice does not transmit and nothing in the earpiece. 
If you call the landline number, the phone rings, you connect but again no audio either way.

hub reset fixes it but you have to constantly check you have service.

Any ideas? It was flawless with the BT Home Hub2!

[robjouk]

I have had the same problem since moving from BT FTTP using also BT Digital Phones.

Some weeks no problem and all of a sudden when making a call you hear nothing and just shows the timer clock on the phone. The only way I can get it back working is restarting the Smart Hub Plus. 

When using the phone now I dial 150 first to see if I can hear BT on the line and then make the call. Sounds like a bug with the current firmware.

[Roger84]

Still not fixed.

[Bazos]

I have experienced exactly the same problem. Incoming voice calls will not connect when answered. No dial tone for outgoing calls when using telephone socket on router. Resetting router fixes problem for a while. I reported and discussed problem with helpline and was sent replacement router. Longer time between needing to reset but still a problem. It seems to me that there is a software problem within the router that needs proper lab investigation and firmware update. Process won’t seem to allow me to send email logging problem so they can escalate and get fix identified.

[andydaws]

Same here this time worked for about a month then fails Broadband working no problem Engineer says no problem reset Hub and it comes back

[Shires999]

I get the same. Caller I'd fails to display name and when answer get nothing. Outbound no dial tone. Reset of hub fixes it but only lasts a few days. I'm also plugged direct into hub using a BT digital phone.

[GillE62]

Since I changed to EE my digital phone won’t work at all. Everytime it rings or I try to use it it says Searching for Hub and synchronising data. Then trying to contact customer services is a nightmare as you have to go through the text service and when they test the landline it says all is fine and they reset the system which doesn’t work…. Sooo frustrating and ridiculous the limited options available via the technical services 

[andydaws]

Are you using Home Phone Adapter? Sounds like possibly

Have you followed the guide that the plug comes with or the Home Phone Adapter section of https://ee.co.uk/help/home-phone/getting-started/set-up-digital-home-phone#article-heading-3 and the light on the front gone green

Or if plugged straight into hub and works (even just for a test) and already done the above possibly faulty

[Shires999]

It's plugged direct into router. I have got the adapter but never got it working 

[andydaws]

I do not have one but not one of the BT Advanced Digital phones is it?

Reading read people having similar problems in past one way of resolving was to take battery out for 5 mins for people that did not work some people said fixed by resetting the hub.

When I have lost ability to make or receive calls (EE test like you say says everything working also) a hub reset has always fixed touch wood been working now for a long time