-----------------------------[Fault returns 01/10/24]-----------------------------------------------------------
Brief history of this.
I'm a BT customer who transferred to EE. I already had digital handsets with my Home Hub 2 in December last year and had a flawless digital voice service. This was with BT branded DV handsets.
Since the arrival of the BT Smart Hub, the digital voice service stops working. If I make or receive a call neither myself or the person on the other end can hear each other. A reset of the hub always clears the issue and it can be OK for a few days or a few weeks.
There is no pattern to the fault reoccurring and I have tried isolating handsets away from the hub to see if one handset not being in range or disconnecting from the hub causes the fault, but this is not the case.
There has been no fault at all with the broadband which has remained above the 700mb lower limit.
Things tried that have not worked:
- I reboot the hub
- EE reboots hub remotely
- Factory reset of the hub
- New EE handset
- Replacement EE hub
- Openreach engineer visit (even though the fibre connection is OK)
**There was never any problem with the BT branded equipment.**
Tonight the fault has returned and I have asked that it is elevated as a complaint. The gent I spoke to told me that this is a known issue, the first time that someone has acknowledged this to me on a call. This is quite concerning as the roll out of digital voice and the switch off of the copper land lines gathers pace.
I'll update on progress with the complaint when I hear back.
