Unreliable phone connection using Digital Voice Adapter

[Ashley354]

Hi

just moved to EE Broadband and trying to setup BT Decor 2200 phones using the Digital Voice Adapter. 
I have 2 x Phones and 2 X DVA. (1 of these is EE device & the other BT if that makes any difference to the issue?)

initially for some hours these were ok. They would both ring on an incoming call and could make outgoing calls. 
connection is intermittent though. Often they don’t ring and if I pick up the handset there is no line buzz noise and unable to make calls. 
The phones do not indicate to check line which they would do if I unplugged the cables. 
the DVA light is showing continuous green. 
Tried micro filters and that makes no difference. These should not be needed as the handsets are new. 

unplugging the DVA from the mains socket and plugging back in gets them working again for some hours and they then stop again. 

anything else I should be doing?

Thanks 

[JimM11]

@Ashley354 The EE or BT brand should not make a difference but you never know. The adapters work on the DECT phone frequency but are affected with distance from the router and it should not matter how many that you use, but to eliminate any issues you could try just one at a time for a period of testing. This would be good to do at the same position. Think on each of the adapters there may be a label with some ID info on them, the old adsl micro filter helped to get OLDER phones to ring. What EE router are they connecting too? To eliminate further you can also plug one of the phones into the back of the router and do periodic checks against that phone and the one on the adapter to compare.

Also takes a little time after change to the DV system for it all to filter through correctly. 24/48 hours but after that it should be good to go.

[goh31]

I'm having the same problem: following installation my phones worked fine & then after a couple of days one of them (an older one) stopped working.  I thought it was the phone so bought a new one.  My daughter helped me get that connected and it all worked fine.... for a few hours. 

Now, and we have tried many different configurations, we have one adapter that seems to hold an engaged tone on the phone on lifting the handset, and will ring out when there's an incoming call however, on answering the call and the line seemingly connecting neither caller nor recipient can hear each other.  The other adapter appears to hold just an open line, i.e. no tone whatsoever, and is effectively dead - does nothing, won't ring out, won't receive a call, and doesn't even ring out when called (the calling phone does hear the ringing out, and it eventually goes to the BT answer message).

[Ashley354]

It’s an EE Smart Hub Plus. 
seems based on other reply in this thread I’m not alone with this issue. 
Will try as you suggest to partition the issue. 

is it possible to plug a splitter and therefore 2 wired handsets to the connection on the hub? If so this could be an option for me to hard wire my old phones and ditch the DVA. 

Thanks 

[JimM11]

@Ashley354 You would have to try, as long as it can drive the signal, and allow ring then go for it. Adapters have been some what problematic recently, and the EE DV service also, and been suggested new FW for router is going to fix, but new update last couple of days does not seem to have help, but who knows what issues are addressed. 

[XRaySpeX]

I dread having to switch to DV. I must have my phone remote from my router. Having it plugged into the router is a no-no!

[Ashley354]

Thanks. Will give this a go. 
The BT wireless phones ordered with the hub have worked reliably. It’s the wired ones giving me grief through the DVA. Hopefully returning these to a wired connection will get all my handsets working reliably. 

[Ashley354]

Removed the DVA and wired the 2x wired handsets directly to back of hub with 10m cable to reach previous point the copper cable came in to the house. 

so far so good. Both ring ok and reliable connection to receive and make calls. Probably not a surprise. 

This will be my setup and will ditch any connections with the DVA’s. 

[JimM11]

@Ashley354 Probably the best way of doing it, keep us up to date if it stays working good!👍👍 

[goh31]

Just thought I'd add an update on here....

After speaking with BT & then EE technical support until 9pm on Wednesday we were told that they'd exhausted all possible options for sorting this out & would order new equipment to be sent.

The new hub & 2 new DVAs arrived this morning.  We plugged in the hub first & waited for it to settle to it's aqua light.  Then paired the first DVA - it is flashing to indicate there's a connection problem (short green light, longer no light).  When we plugged the phone directly into the back of the hub & lift the handset we hear a recorded message 'Sorry you're having a problem with your phone line....'  (On Wednesday when we did this, initially, there was a dial tone & the phone would ring out & operate as it should - this was before all of the remote setting changes made by EE support.)

So, another call to support - after a while where the hub was showing as offline on the system, despite the broadband working fine, the support guy determined it's because the Digital Voice service has been de-activated.  The lady raised an action to activate this on Wednesday night, but apparently it wasn't queued to the 'Offline Team' because it was after 9pm when she raised it!  Another action for the 'Offline Team' has been raised & we are waiting for them to call us.  We're told it's unlikely to be today, it'll possibly be tomorrow - but who knows?