Answerphone remote access

[andytw12]

Hi,
I have an EE Smart Hub SH31B.
I have a Panasonic KX-TGJ320E Digital Cordless Base station with 4 handsets.
The Panasonic base station is plugged into the back of the router.
I can make phone calls, and receive calls, and the answerphone will take and record messages.
The ring count is set below EE's own ring count.
The answerphone has a PIN set for remote access.
All is good.
However, if I ring the home number from my mobile, the answerhone answers and then during the greeting I type the PIN from the mobile keypad, then I CANNOT remotely access the answerphone.
I can use my mobile, in the same manner, to access other services like doctors, hospitals etc
Looks like this setup is blocking DTMF codes somewhere.

Any thoughts please

Andy 

[JimM11]

@andytw12 Call and report what is happening to EE CS, see if the currently have a work around apart from using a BT Hub that works. Better area below to look at and works fine what you are doing with the KX-TGH723 but do not use EE at all for anything now.

• EE Community
• Home Services
• Digital Home Phone

[YorkshireMidge]

@andytw12   Your logic is correct and you're going to be seeing the same issue as this one I'm afraid. 

https://community.ee.co.uk/t5/Digital-Home-Phone/Call-screening-landline-phone-not-working-on-Digita...

"So it looks like DV isn't passing ANY key presses through from mobiles. I imagine this issue won't just affect Truecall. Anyone with a traditional answering machine which they can access remotely with keystrokes and a PIN will be similarly affected if they call in from a mobile"

What @JimM11 is suggesting ref. calling EE is the right thing to do but just be prepared for the fact they probably won't have a clue what to do with the issue, even if you can make them understand what it is.  So I suggest you insist they log it as a complaint and feel free to tell them that other complaints have already been logged as it might encourage them to get off their backsides and fix it.  They still haven't even acknowledged my complaint yet so it could be a while. 

[andytw12]

Hi, Thanks for your replies.
All understood and I can see this going nowhere TBH.
I was going to contact EE but is this means ringing them then I can't be doing with that.

I have resolved my main issue which was :-
I am going away for a week and didn't want to miss critical calls and messages from hospital.
What I have done is to turn off my Panasonic answerphone and reduce the EE 1571 number of rings to answer to 'medium' I think.
I then set a 1571 PIN number and I can use this EE service remotely while I am away.
Once home I will crank up the EE number of rings to the top number and turn the Panasonic answerhone back on.

Bit clunky but achieves what I needed.

Andy

[JimM11]

@YorkshireMidge Couple of EE Hub FW updates published the other day, may just be worth a slight delay, have zero issues but not using EE at all, voip is via A&A and pin get's through no problem to my Panasonic remote access.

@andytw12 That's the way to do it currently, do setup the Remote access with your home phone before you go, other's have had problems doing it from other devices.

[YorkshireMidge]

Thanks - though to be honest, I'd want to see such a significant bug as this detailed in the release notes (or have EE confirm to me it is definately fixed as a response to my complaint)  before I switch back to the EE hub to test it.  There doesn't seem to be any mention of it yet   https://community.ee.co.uk/t5/Broadband-Landline/EE-Hub-firmware-versions/td-p/1624543

[JimM11]

@YorkshireMidge Correct and lucky there is even a mention now as the FW chart is just so new and with very little detail!