Digital Voice issues

[JonnyManc]

Hi

Recently migrated from another isp for my fttp 500mb with digital Voice.

Fttp is working great, but having issues with maintaining digital Voice.

After a couple of weeks faffing, I got it sorted (registering phone etc) at it was ok, but this week callers can't hear me, nor can I hear them.... The phone rings and there is a dial tone.....

Any ideas guys?

Thanks

[PH36]

I have had the issue of not hearing anyone on the phone today.  Router reset cures it as before.  This has been going  on since November last year.   Happens about once every two weeks at random.

I called customer support.   They told me there is no way on their systems that they can raise faults for digital voice.  So there is no record of this problem on their systems.  Customer support apologised for this. 

Apparently EE policy is that digital voice either works or it doesn't.  They can help resolving issues but if it doesn't work they can't log it.  They can  also replace kit to see if it resolves the issue (I got a new router) but it didn't in my case.

I asked if I could have the money back for the EE digital phones I purchased back in January to try and solve the issue but I was told no, because of their policy of it either works or it doesn't.

I may take this to the ombudsman, but has anyone on the thread any comments on the above?

[UkzVortex98]

It seems to have something to do with Smart Hub Plus and a firmware issue. I had the same issue till I upgraded Hub on 17th Sep 2024 to Smart Hub Pro Yes it is £10 a month but touch wood I have had no issue with the DV so far and my Hub has been up for the last 5 days and this would be put where fault would start but after doing some google I have found that smart hub plus was rush through the door as they need a new hub for new EE mean why there a lot fault and problem with system but smart hub pro as been is works when I look in too new hub I found that pro as been in works for over year 

[JimM11]

@PH36 Only comment would be to get the online complaint form, fill it in, make it formal and go from there! Word of mouth, better all documented.

[JimM11]

@UkzVortex98 Good that you are on the new router and using DV also, keep the forum advised especially with regards to total uptime, any slowdown etc. Are you also using the smartwifi? Know you have posted some pics, do you have note yourself of current FW incase you get a forced change!

[Andy_65]

Mine just fell over again after just 8 days, before that I'd gone 35 days without an issue. My DV usage is fairly consistent so as far as I can see it's not affected by usage.

If the time between it failing was consistent you could do a pre-emptive reboot but it's just too random.

[JimM11]

@Andy_65 Did your fault manifest itself as per your first post, on answer no speech and no hearing, just trying to confirm. As yet have not been able to confirm either way regarding the 14 day reset, it's not that i do not believe, can you point me even approx time wise, to possible posting or on kind of verbiage used on BT forum that i can find. Thanks for any assistance you could provide. Jim 

[Andy_65]

@JimM11   Here's  one thread, I've always found the search facility on the BT Community to be absolutely useless - Google gives better results!

Yes, the fault was the same. The handsets ring as normal, I answer and there's just silence. Neither of us can hear anything. The handsets show as connected as normal, Hub Manager shows everything DV wise to be okay and working. If the caller dials again the same thing happens, reboot the hub and it's fine until the next time.

The problem with this type of fault is that you only know that there's a problem when you need to use it.

This is about the fourth time I've had the issue since moving to EE with the Smart Hub Plus in May, no issues with DV in over 4 years with the SH2.

[UkzVortex98]

So Smart Hub Plus SH31B  will be on (Firmware r1.34.0-R-994210-PROD-83002) this rollout on 27/03/2024 and this Firmware as an issue with 14 days 0000hr restart itself and this part of the firmware is creating DV fault and can say now that EE will come out say not all customer having this issue where the bug can come at of know and this is why apple as Eg roll out bate to some many people so they can go back to apple tell them what bug and issue and EE/BT need to take apple IOS Bate update  Model and do some similar for there Hub and TV box so when it rolls to public there no issue in that Firmware as it would be RC Build is the final build smart hub pro

[Kielty1]

@JimM11 - update, I had logged in via the Hub interface page a few days ago and monitored the ATA port. All is still ok. This leaves me to believe logging in to the Hub via the EE app is the culprit. There is something causing an issue..

[JimM11]

@Kielty1 Thanks for the info, as i am a NON DV user, would not suffer the pain at present, how useful or necessary would you consider the app to be only regarding the home phone side of things? I hate apps at the best of times, think that they have zero function and should not be used in any way regarding router's, but that's the way everything is going just not for me!!

Does the web side do everything that the app can do, appreciate any feedback from an experienced user like yourself. I dropped the landline, it is coming back just not sure when i can trust this safely in the ISP hands as it would have to be DV!