Hub error and Digital Voice issue

[UkzVortex98]

My  DV issue is back "

I am Having an issue with my Digital Voice where incoming calls we can hear the person on over end but they can’t hear us and it same when we call out. I have tried a cordless phone and still the same and it does it to all four on my digital voice phones i’ve tried contacting EE on X 150 and they don’t care. They don’t want to do anything about the issue or say I will send out open reach out to look at it when it doesn’t have anything to do with open Reach. It happened when the Smart Hub Plus got its last firmware update. 

Firmware version: r1.34.0-R-994210-PROD-83002r 1 . 3 4 . 0 - R - 9 9 4 2 1 0 - P

App version: 1.13.1

I am Having an issue with my Digital Voice where incoming calls we can hear the person on over end but they can’t hear us and it same when we call out. I have tried a cordless phone and still the same and it does it to all four on my digital voice phones i’ve tried contacting EE on X 150 and they don’t care. They don’t want to do anything about the issue or say I will send out an open reach out to look at it when it doesn’t have anything to do with open Reach. It happened when the Smart Hub Plus got its last firmware update. 

Firmware version: r1.34.0-R-994210-PROD-83002r 1 . 3 4 . 0 - R - 9 9 4 2 1 0 - P

App version: 1.13.1" Also when I log in to the hub get this error

[XRaySpeX]

That's a common error of the SH+, probably due to its slowness. Just refresh & it'll go away. Has no bearing on DV.

[JimM11]

@UkzVortex98 And there is a slightly newer FW version rolling out now so you know. See link to OP's post.

Smart Hub Plus SH31B Router Firmware changelog - The EE Community

[UkzVortex98]

I am on r1.34.1-R-1055417-PROD-83002 and still have Digital Voice what I hand with FW Firmware version: r1.34.0-R-994210-PROD-83002r 1 . 3 4 . 0 - R - 9 9 4 2 1 0 - P

[dazfitzg]

I have a similar problem, EE sent an engineer to me, they messed about with my router. Tried everything I had previously done, and tested my line, everything checked out ok. They mentioned that there was some dropouts from the exchange which roughly tied in with the times when I couldn't make any calls, or couldn't hear or be heard.

They suggested insisting on getting the EE Smart hub plus replaced with a BT Smart Hub 2 as it has a rock solid digital voice service.

Only now my digital voice line is stuck as if it is engaged and diverts to voicemail without ringing. 

Possibly the worst service from EE since I started with them 18 years ago.

[JimM11]

@dazfitzg What router are you currently using?

[dazfitzg]

It's an EE branded Smart Hub Plus, running the r1.34.1 firmware.

Quite frankly the EE technicians said that there were a bunch of issues with this router, and the previous generation of BT router was much better. As was my old EE Smart Hub. 

The issue with calls being routed straight to Voicemail has resolved itself this morning, but I can't trust that this isn't happening at other times. How can I tell, without making a call to myself.

I wish I could go back to my hard wired landline. 

[JimM11]

@dazfitzg Was trying to establish a specific fact. As to which router or service is the issue. So you can forget about going back to the older landline, that's not going to happen. BT Digital voice service delivered on the BT router did seem to be rock solid. EE Digital voice service delivered on the EE router is little problematic at present. DID you request trying to get the BT router? Do you still have your older Smart Hub and does it have a VOIP port connection? Only have experience of the latest hub, and dropped the landline as did not need it... Replacement router's are just not the same, EE Superhub+ may get there with FW changes but it all takes time, and they need to be aware of all the issues that are going on. Thanks for replying.👍 

Tried looking about, seems the older hub does not support or have a voip port on it, info is all pretty vague. 

[dazfitzg]

No the older hub was missing the ATA port. It was the White Hub with the small EE logo in the middle. I am going to ask for the BT hub next time I get through to EE support.

It is disappointing that they are rolling out a service that's not fit for purpose.  I live in an old house, where the little bit of mobile signal I occasionally get outside, completely disappears when you step through the door. Now if the broadband goes down, I can't even make a call to complain unless I go outside, but then I can't do anything the support technicians suggest to fix it without the mobile call dropping. I guess it's okay for big city folk with plenty of mobile coverage, but out in the sticks it's a different matter. 

I am sick of rebooting the hub to get the phones working again, and refuse to factory reset it ever again. It took 3 days and a visit from EE to get the Smart WiFi extenders working again. Meanwhile most of my house was without WiFi. Definitely a step backwards. 

[JimM11]

@dazfitzg Seems to be a standard request from EE CS to pin reset the router, i personally have never found any success in doing it, and like you always refuse, it is not an option as the Router does not have a Backup facility for ANYTHING so if done i would be HOURS trying to get all the settings back in, and don't even want to think about the stupid mobile app that has to be used!!!! That's all of the problems in a nutshell, same position as you, poor mobile signal for EE, rely on wi-fi calling, so kept the daughter on O2 with her mobile, at least got a fighting chance... If i establish service or router problem, will keep you posted.🤔