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

[Bazos]

Hi,

I have full fibre 500, EE Smart Hub Plus installed Jan24. Broadband works perfectly. Digital voice uses 4 BT Advanced Digital voice phones (DECT) Voice service has persistently failed every few weeks. Incoming and outgoing no voice connection when dialling out or answering incoming. Reset router works fine again for a few weeks then fails.

I have been in contact with 'Guide' numerous times, 3 replacement routers. They have finally more or less agreed that the EE router internal voip software (firmware) is defective so have issued me with a new BT Smart Hub 2 which is now working normally. I have also tried to use the analogue telephone port which also fails in exactly the same way.

They seem to have been in clueless corporate denial mode for months which is all very disappointing. Anyway lets hope this works.

Regards,

[Gelert5]

@pst99 

Thanks Phil.

OK, so you have an SH32B - even though the Webpage UI still persists in recognising it as an SH31B, same as chez moi.

RATS! There goes another perfectly good theory... 🙄

Ciao,

Louis.

[JimM11]

@Gelert5 Hang in there, with the way your system is working you just do not know if something special has been done.

[PaulStafford70]

I too have this issue which I posted earlier this week. I too have been sent a BTSmartHub2 as my DV dropouts never occurred before this EE smart hub arrived.

Isn’t reverting back to a BT Smarthub a retrograde step?

I want to try for a new WiFi 7 hub and see if things are any better on that.

Been at this for 6 months now with the escalation team!

Paul

[JimM11]

@PaulStafford70 Little bit of a step backward, lot depends on how capable your devices are and if they are functioning as expected, wireless speed slight uplift on the EE Smarthub+ as default, max if wide channel operation, as for DV that is another complete can of worms at present, and does not operate on the wifi bands.

[Gelert5]

@JimM11 

Well - my DV lasted from 8th November to 29th November.

Yesterday, my other half tried to dial-out to the Opticians, but there was no 'ringing tones' after she'd dialled the number.
She had no idea if the 2x calls went through and / or if someone at the Opticians had answered the call(s)....
So she gave up and used her mobile.

She told me today, so I tried our Landline:
There was no 'dial tone', or 'ringing tones' on outgoing calls, but I could connect to my Mobile Phone, both incoming and outgoing.
Yet unfortunately, no 'Voice' could be heard at either end of any of those calls.

The Smart Hub Web Page told me that there was Phone Service - and then 2 minutes later that there wasn't Phone Service...
...And then a further 2 minutes later that there was Phone Service.
Except that there wasn't... 🙄

So, I power-cycled just the ONT (a hunch) for ~15 minutes, and our Smart Hybrid 'Back-Up' worked seamlessly.
I checked all 5 of our DV Phones: One was displaying 'Software Update Available' and this time the software update happened.

Unfortunately, none of that brought back the VOIP System with any audio in either direction:
But, yes, we now had a 'dialing tone' - so something had improved.
And I could still connect to my Mobile Phone, both incoming and outgoing.
But still no 'ringing tones' on dial-out.
And still no audio in either direction, on both incoming and outgoing calls.

So, finally, I admitted defeat.
I exported the Log File(s), and re-booted the Smart Hub - just a 'power-cycle' (or 'Soft Reset' if you prefer).

YAY! Our DV / VOIP now works again as a 'telephonic communications system', the DV 'Contacts Database' is still loaded on the Smart Hub, our WiFi Network Name and Password is still as it should be, and our 3x WiFi Discs are still connected and still retain their 'Re-Names'.
So it certainly wasn't a Hard Reset that I carried-out - but...

BOO! All of our 20+ LAN Device Names have now reverted to default - **bleep**?!

All of this will be noted in my diary (a comprehensive document dating back to July 1st 2024).

And armed with this Diary, I'm now going to approach EE IN WRITING (via email) for their response.
It'll take me a little while to document all of today's 'findings' and 'evidence', so the email will be sent next week.
But I'm no longer prepared to accept a Telephone Service that might last just 3 days - or a whole and almighty 21 days - and also have to pay £11.99 pcm for that, er, privilege...
I'm also becoming increasingly irritated with the sheer 'flakiness' of the whole of EE's Technology:
Everything is balanced on a knife-edge, it seems....
And I'm now very aware of how much unpaid personal time this whole 'EE Experience' has cost - and is still costing me...!!!

I'll report back on EE's response (if any).
And also how long this latest 'Soft Reset' holds the VOIP / DV system working as it should.

Ciao,
Louis.

[JimM11]

@Gelert5 There was something going on i think in the EE data side yesterday, the EE app through a wobbly and all kind's off strange symbols started to appear, just left the sucker as usual, keep away from powering the EE Smarthub+ now got too 23 day's getting slower each day but trying hard to find out when it just does not want to give out any info web manager side of things, and you are another one taking it on the chin for the good of the team, your input has been excellent, and now that EE burst your bubble, time to ask for the Pro to see if it gets you where ((NO DV)) issues are forth coming...

Not surprised default names issue, happened to me couple weeks back, did not want to say, KNOW how upset you would have been, now got 2 items same name Asus laptop, one is good the other is supposed to be my Asus Range extender, NO were to be found app wise, so stuck in limbo land, just don't care anymore, one more OOPS in the system, treat it as IT is what IT is....

Keep up the good work although it is very tiresome....👌🤞

[PaulStafford70]

UPDATE

So reverting back to the BT SmartHub2 was an awful experience.

The EE SmartWifi squares would not pair, either by WPS nor ethernet. They simply sat there flashing aqua (terrible colour EE, too near to green for my eyes)

Also, the BT SmartHub2 now has no parental controls - it points you to a BT webpage which, now a an EE customer, hos no account information and is therefore useless. There is no way I'm removing the protection I have set up for my family simply because the VOIP keeps dropping (requiring a hub reboot).

I think it might be time to part ways sadly. Shame really as everything worked well before moving to EE.

[WillKirk]

Hello,

BT Smart Hub 2 needs either BT Complete WiFi black discs, or EE Smart WiFi SW10A squares (not SW30A) - I run Smart Hub 2 with SW10A discs no issue.

SW30A are for the Smart Hub Plus.

As for Parental Controls, they are accessible via the MyBT app I believe. They have never been on the hub interface.

[JimM11]

@PaulStafford70 Sure that the BT Smarthub2 has a form of parental controls, but with the closure of the MyBT account and everything tied into the MyBT app to control the router and the EE app not able to control the functions of the BT Router, it was always going to be a fraught experience which you have found out, ANY need for parental control then the BT Smarthub2 is NOT the way to go to try to fix DV issues. Going to go read the rest of your post's, did not see anything that you had stressed about the controls side. The test for you is also too short to whether the DV is good.

It is looking like the EE DV service is fine, the BT Smarthub2 works well to fix the DV side only from other OP post's, but router control is another complete issue. Parting way's may not be the smartest thing, it was the reason i never took the EE DV as all the other ISP's have issues also and BT were the only one i could see got it right...