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

[JimM11]

@cupcup Thanks for clearing up your BT router NOT resetting itself, really cannot find even on the BT forum site any info regarding this, but @Mustrum was aware that it happened and i do trust his knowledge. DV is a bit of a pain at present, glad i dropped my line, but the reason was purely that i could not join BT back in march, so no way was i going to have this issue as aware for years that BT was the only one who seemed to do it right out of the box.

[JimM11]

@cupcup That's the problem when moving/upgrading broadband that all ISP move landline phone products to there DV style operation and the phone socket becomes redundant and phones now plug in via the digital side of the operation. No broadband, then no landline phone, this should have all been explained at time of ordering because there has to be another method in emergency to get help, this is normally via a mobile device ie your mobile phone, and if that is NOT an option then STOP order process until some resolve is sorted.

It's a situation at present, i dropped my landline but did not really want to do that, have EE mobile but very poor signal so rely on wi-fi calling, and when EE mobile system screwed up that couple of weeks ago for a few day's was indeed a problem, need to go about a mile to get a signal, hey but i knew this so not the best option....

[cupcup]

When I typed my original reply, I got Error Maximum Flood limit reached.   No idea what that means.

My problem is the broadband works fine.  It is just the landline keeps dropping so I suspect that something is wrong with the VOIP (possibly what you call DV) software.  EE did offer me a mobile option but that was something like £10 a month.  My mobile is on PAYG and the usage is about £10 in 3 years.  There is no reason to substitute a £10 bill for a £360 bill so I didn't take up that option.  My son works from home, streams and plays games so I'll know very quickly if the broadband isn't working.   Broadband works, VOIP needs the whole router resetting to get it working.

We use the landline quite often: sometimes for the phone calls where they put you on hold for half an hour before answering (eg doctor's surgery, providers for money related services etc).

[cupcup]

I was a software developer.  No matter what the product is, we always had some way of triggering log files to diagnose what was happening.  I know not much can be done about resetting the hub - you just have to do it.  All I'm asking is whether there is some facility on the hub to trigger logfiles that can be gathered and sent to EE so they can diagnose the problem, apply the fix and send it out either as a patch or apply it to future products.

[JimM11]

@cupcup If you have just moved to DV (this is BT's voip solution) then your previous router may not have been the BT Smarthub2, which is the one that had a voice ATA port on the rear of the router as well as in built DECT control.

[JimM11]

@cupcup There is nothing, report it to EE CS is the quickest way for you to get any attention.

[JimM11]

@cupcup If you wish to take a look around the router to see if anything jumps out, then web interface to http://192.168.1.264 and that assumes you have not changed any of the addressing.

[NickBS]

Hi @cupcup @SonofDavros  - while we still recommend you report this via our Technical support team, I've passed on your details to our Hub specialists in our product team to see if they can investigate this - as it seems like quite a unique issue that they'd be keen to look into further. 

[cupcup]

I really can't understand why all the support has to be through mobile phones.  I had a look at the tech support team page - you either text PHONE or LINE to a number.  Doesn't really say whether it is case agnostic.  I'll give it a try when I find my mobile phone.

[JimM11]

@cupcup If you are on the new EE system, kicks of the diagnostic to selected text that you supplied, i always add when suppling info on postings, to a mobile that is registered so EE know were to direct the testing too. Sit back and let it do it's thing, if anything is found unto wards then the action will be carried out whatever that may be....