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

[cupcup]

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

[Peter_W]

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

[JimM11]

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

[SonofDavros]

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.

[JimM11]

@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

[cupcup]

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

[cupcup]

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

[cupcup]

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.

[cupcup]

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.

[JimM11]

@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.👍