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

[dazfitzg]

Hi everyone,

Just a quick update, the problem with my Digital Voice on the EE Smart Hub(3)+ continues.

I eventually convinced EE to send me a replacement router, as this was the last component that could easily be replaced.

The replacement arrived the next day, and I swapped it out for the original one, making only the necessary changes to the Wi-Fi settings back to the previous SSID and password to enable all my devices to connect. I registered the Digital Voice Adapter and the BT Digital Voice handset to the new hub, along with the 3 Wi-Fi extender 'discs', then plugged in my old wired BT-branded handset into the back of the hub.

Only three hours passed before I received my first phone call and silence; no change there. I'm gutted, so I'm back to EE with more details. The technical customer service agent I last spoke with suggested that the next time it occurs, I take note of the call time, who called/who I was calling, and what was wrong with the call.   Dutifully, I spent 30 minutes waiting to get through to the EE guides, where I relayed the details so that the backroom support engineers could 'see' what was happening at their end.  The guide told me there was a convenient note for someone to review my complaint the following day.

That was last week, and still no response from EE.

To add to my previous list of self-diagnostic efforts, I have had each of my 3 different phones connected individually and in combination with each other, and it doesn't seem to matter which phone(s) are connected; the problem still exists. Also, if I ring up to complain while the problem exists, the guide kicks off a service/hub diagnostic in the background and always comes back with they found nothing wrong; coincidentally, when I get off my (mobile) phone with the agent, the Digital Voice line is back working.

So, for those of you looking for a quick solution, there isn't one! 

I am now considering selecting a different Digital Voice provider to replace this failing service from EE while keeping my broadband and mobiles with EE. However, this will require purchasing some separate DV/VoIP hub/adapter/ phones, a cost I was previously accounting for.

Getting through to the right people at EE seems to be difficult at best, even better they tried to talk to me about my problem using my DV line, when we answered with silence, they marked it down as a failed call but didn't consider it as significant enough to ring me back on my mobile.

If EE eventually find a stable solution, I will post it here for reference. Until then, good luck.

Darren

[Luckybob28]

Our issue carries on - However, the guide this morning was quite helpful. We have 3 handsets connected. 1 an essential phone from BT - apparently still works and two new ones from EE. The two handsets from EE are different - apparently the handsets with HD in the earpiece are the newer version. The other with EE are still compatible. I have been asked to disconnect the old BT one for 24hrs as there could be some conflict between handsets. They are sending out another handset to replace the EE branded one - it runs the different firmware as this could apparently be the problem. One thing the guide did say is if we don't manage to get to the bottom of it - they will credit the account with an amount of money if I purchase a DECT set up - a step backwards but at least we should have a working phone again! 

The saga continues. 

[dazfitzg]

@Luckybob28  Don't hold your breath!

I have tried this with only a wired connection to an old BT handset directly connected to the hub. I turned off the BT-branded HD handset and the digital voice adapter (which runs my original BT DECT handsets), but the problem still occurred.

If it works with the newer EE-branded handsets, that's a bonus. Interestingly, the EE webshop still only sells BT-branded DV handsets.

Someone has got to have the right answer. Who that may be is a mystery.

[JimM11]

@Luckybob28 As @dazfitzg suggest, would hold off any purchase for DECT style phone, there is no reason that EE cannot send you DECT phones, they also sell them on the website!

[XRaySpeX]

@JimM11 : There's a diff between:

1. A set of DECT phones incl. a base station. This plugs into the Phone socket on the router or the digital adapter away from the router.
2. The Digital Home Phone handsets supplied by EE. This connects by DECT to the integrated DECT base station in the router.