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

[JimM11]

@pst99 As there appears to be a few FW numbers and versions for the Smarthub+ updates banded on the Forum @pst99 has the SH32B version but id did report as being the SH31B in the tech log.

[Recneps]

Well this tread has been going over twelve months, I've been reading comments since about march. I have the same problems as many contributors. No Tx or Rx on I/C or O.G. calls. Dial tone is present on pressing the green button on the Digital Voice hand set. I've been reporting my problem to EE for 8-9 months to no avail. I've had two replacement hubs, two digital voice phones. An Open Reach engineer has visited and it wasn't working on his arrival. He did a reset of the hub, which of course meant that the phones worked. Less than two weeks later off they went again. On this occasion I thought I'd try something new.. I set up call divert *21*mobile number# and it was set up. So proved that the handset was "talking" to "the ATE" so call set up is complete just the transmission bridge is missing. I have mentioned this on many of my reports, but still no one on EE seems overly concerned or even knows what I'm saying. I'm currently awaiting a call from a manager. If it happens I'll report back. ( Former SFIO at BT)

[JimM11]

@Recneps The EE Smarthub+ FW is the main suspect for the DV issues, but new FW and user's willing to keep eye out, see how it goes etc, though long running never been a full fix in any way, the new EE Pro is muted to have been error  free on the service, but as usual get's hard for feedback, you only hear the horror, once working everything slides away into the background....

Current EE Smarthub+ router up 69 day's no issue apart from slow web interface response, NO DV in use as saw the Forum before joining back in March, no way was i bringing a landline to that for sure.

[Beverles123]

I had the exact same problems today, actually for a few

days.  I just unplugged from the second handset from the mains and plugged back it and it was fine and now one handset having problems registering with the hub, yet the other handset appears to be ok? 

I switched from Sky to EE and have regretted this ever since and wished I would have just stayed with Sky as never had any issues with them.  

[JimM11]

@Beverles123 I also supported the Sky Forum and helped many many with DV landline issues, you may have been lucky, but there were many with the router orange light of death. see if putting the handset a closer only as a test nearer the router to see if it gets a better dect signal and stay's connected, bit of a pain but you can try bringing the first handset down also. Its all about the signal distance phone to the router.

[pst99]

Just a heads up...so far I have 14 days uptime on the router on the new firmware and as yet I've not had a reoccurrence of the dreaded silence on DV...
Time will tell...but I think this is the longest it's gone so far...

[JimM11]

@pst99 Thanks for posting up, keeping everything crossed for you, it's just a time will tell and waiting game and as it's not affecting everyone the same way or 10,000's of complaints would raise it as a problem so if just a minimal amount stick the head in the sand lets get round to it sometime, know what i mean.

Posted the other day another newer FW for your router AGAIN from your posting couple weeks ago, copied what is now the latest lets hope does not screw it up again. Reported latest 

FW: r2.68.16-R-1296172-PROD-83002 and the gui is at App version 2.36.4.

[Gelert5]

It's deja vu all over again...! 😄
And at the real risk of repeating myself...

At ~0500hrs this morning, I awoke to the Bedroom WiFi Disc flashing 'Orange'.
When I went to inspect the 'Technical Log' later at ~1130hrs, I discovered that our SH32B Smart Hub's Firmware (just the Firmware this time) had been updated at ~0326hrs this morning (30th January).

OLD Firmware:     r2.68.12-R-1270837-PROD-83002           OLD GUI:   2.36.4
NEW Firmware:   r2.68.16-R-1296172-PROD-83002           Same GUI: 2.36.4

All of our LAN Device (Re)Names are still as they should be.
The 'Contacts.vcf' file was / still is installed.
And the DV Landline also still works(!) when I tested it this lunchtime.

The last time that our firmware was updated, was on 10th January.
And the DV Landline has not dropped-out since then = 20 days = longest continuous period of operation chez moi.

I did experience a slight 'wobble' when doing our daily testing (my Mobile calling our Landline and vice versa):
On two separate days in the last 20 days, when I answered the call from my Mobile to our Landline, there was no audio.
But that was answering the Incoming call using the same DV Handset, and the immediate subsequent incoming calls to that handset worked fine. Outgoing calls from that particular DV Handset did not display any issues at any time.
Since then, I've 'daily tested' using another two different DV Handsets (we have a total of five) with no issues what-so-ever.
So I'm going to suspect that particular 'Type B' BT Essential Digital Handset for the moment.

Interestingly, since the Firmware Update on 10th January, the 'Technical Event Logs.csv' files have doubled in size:
Before then, they were about 1KB per day. After 10th January, they are just over 2KB / day.

Even more interestingly: The two EE WiFi Discs that we have connected via WiFi are now actually auto-named as 'Vendor: Arcadyan' devices in the 'connected' and 'disconnected' devices listings.
I knew already (by researching their MAC Addresses) what they were (manufactured by Arcadyan Corporation, No.8, Sec.2, Guangfu Rd. Hsinchu City Hsinchu TaiWan 30071), but the fact that 'Arcadyan' is now part of these devices' descriptions is a new, er, 'feature' of this latest Firmware update.
However, the third WiFi Disc we have, which is connected via Hard-Wired Ethernet, doesn't display at all - anywhere... 🤔

Ciao,
Louis.

[pst99]

Hi all,

I've got the new update now (well actually it looks like I got it 4am yesterday).

App version: 2.36.4

Firmware version: r2.68.16-R-1296172-PROD-83002

So at the moment everything is working, but my counter is back to day one...so will keep an eye and see if all is still peachy in a month or so

Phil

[Gelert5]

Blimey!

Yet ANOTHER Firmware Update, this time at 0054hrs on Tuesday morning (11th February).

OLD Firmware:    r2.68.16-R-1296172-PROD-83002          OLD GUI: 2.36.4
NEW Firmware:  r2.68.18-R-1303195-PROD-83002       Same GUI: 2.36.4

I hadn't spotted it until this morning (Wednesday 12th February).
And yet I answered an Incoming Call to our Landline yesterday morning at 0920hrs, therefore AFTER the firmware update.

All of which means that EE might have now got at least some of their ducks in a row...!
This latest firmware update was totally transparent / unnoticeable, and everything still worked / works afterwards.
And our landline hasn't had the 'Silent Call' syndrome for at least 3 weeks - possibly / arguably even longer (37 days?!)

Which is how it should have been from Day #1, surely...?

Ciao,
Louis.