New FTTP installation - phone cut-off and missing ringback tone

[sheriffbuck]

New installation down in Verwood, Dorset. OpenReach installed FTTP ready for Vodafone to activate BB and Digital Voice service 2 week ago today.

BB appears to be working fine. Ping test consistent 10ms with no obvious connection drops.

Digital Voice is a bit of a mess. Line "appears" to be working in that calls come in and can be made, but suffers two issues:

1. No ring-back tone is heard from callers calling the LL number. They dial the number, but they get silence rather than "ring ring". House phones ring fine, but often caller hangs up because they assume there is a problem because they don't get the ringing tone on their handset.
2. All outgoing calls get cut off after 29 minutes and 28 seconds duration. A tone is heard on the LL at the point of cut-off, then silence. Router shows call in progress. Receiving handset is disconnected.

Been passed around the houses for over a week with Tier 1 support who really didn't know what to do. I kept getting fobbed off by being told it's an OpenReach installation issue, or my router needed to be reset/upgraded/reflashed/turned upside down to pour out the problems....

I suspect it's an issue with Vodafone's SIP gateway service which has nothing to do with OpenReach, but I'm no expert here.

Finally got engagement from Tier 2 on Friday with a ticket number and a direct line. Ran some tests for them on Sunday, so sitting in wait for a response.

I wanted to get this posted in case others were having a similar issue and nothing was showing up in Internet searches.

I was told by one call handler that the problem had been reported by other users.

[interceptor02]

Further update got a call from Vodafone today whom stated the issue had been fixed!.   Guess what it hasn't.

Don't second line support read the ticket.  its simple "All outgoing calls I make to any number landline or mobile gets cut off after being on a call  for 29 minutes and 28 seconds. "  Support asked me again to give 3 different numbers that this occurred in the last 24 hours.  I provided the information for the second time in the last 2 weeks!  I asked now that this issue is raised to managers in both second line and Traffic groups.  lets see what happens now.

[sheriffbuck]

Yep. 4 weeks in here and the calamity continues.

The number of times I've had to re-explain the issue leads me to beleive that the Vodafone customer CRM system is either broken or non-existent. I would dearly love someone senior to take notice of this and prove to me that this is a high priority. So many easy things could be fixed with this dreadful experience.

[jozxyqk76]

Still the same issues here too. The 2nd line team asked for 3 recent examples of calls being dropped, I supplied them on Sat morning. Within 15 mins I had a call from someone in the voice team saying he knew what the issue is, that it's a national problem (relating to a signal being sent/received to confirm a line is in use) and had been told it had been fixed the previous day. But my call problems proved it hadn't been fixed. He said someone from customer services would in contact in a day or 2.

I hadn't heard anything back since so, after yet another call dropped out after ~29.5 mins, I called up tech support yesterday, quoting my ticket number. The friendly chap on the other end informed me that the problem must be with my DECT phone and that I should test my landline with another one! Funnily enough, I don't have a spare one to hand and I'm not about to buy one specially.

Not sure what to do next - just accept I'm limited to 29.5 minute outgoing calls??

[Jayach]

I very much doubt it's your DECT phone. Could you not borrow a wired handset just so you can prove it happens on that too.

[interceptor02]

They also try to blame my phone too.  I have 4 DECT phones and happens on everyone of them. I also don't have another spare handset to test.  Funny thing is I had these phones for over 10 years with BT and PlusNet not one outgoing call has dropped after the dread 29 minutes and 28 seconds . if Vodafone want supply me with a different handset I will be happy to test.  However, as jozxyqk76 stated I am not going out to purchase another handset.

I wonder if Vodafone read these threads.

[Jayach]

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@interceptor02 wrote:

I wonder if Vodafone read these threads.

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I can honestly say no. (except for the Mods, but I don't count those)

I was going to say you should always have a wired phone spare, in case of power cuts.

But them I realised this thread is about FTTP, so you are screwed anyway.

[Amanda]

Hey @interceptor02 - I'm sorry to hear you've not been getting any updates on your fault ticket. 

We can check what's happening for you, just come and chat to my team via social media - and if you include your community username and a link to your post, we can read through it so you won't need to repeat yourself either 👍

Please can you both also get in touch with us again via Facebook or Twitter @jozxyqk76 and @sheriffbuck - so we can raise it for you and escalate higher if needed. 

[jozxyqk76]

I had a call from an engineer yesterday and we spent a fair proportion of the day testing the line by calling back and forth (to a mobile number...hope I don't get billed for these calls...!). He eventually said that he'd identified the issue and that it's network related (definitely *not* my phone). He needs to get senior approval to make the changes needed so said he would call back on Wednesday (2nd June). I really hope this will resolve the problem for everyone else.

I'll wait on contacting the social media team while the problem's (hopefully) being worked on but I will be in touch as this has been going on for nearly a month.

[Evie]

I understand how important it is to get this sorted @jozxyqk76 - Sounds like we're on our way to resolving the fault on your line. If you need an update or any further assistance please follow this link @Amanda provided to contact us on social media.

[wcox]

Let me know how/if this gets resolved, I'm having exactly the same issues with FTTP Vodafone installed for my mum a few weeks ago, no ringing is heard by callers sometimes, other times they get a ring tone (the phone in the house rings fine every time) and outgoing calls are also dropping after 29 mins 28 seconds. 

I'm having to provide support as best I can remotely, but this thread doesn't bode well for getting it resolved. Wish I'd never suggested Vodafone for her new contract!