Problems with Digital Voice calling iPhones

[Gytrash]

Is anyone else experiencing a problem when calling a mobile - specifically in my case iPhones - using the Digital Voice landline?

I have just moved over to Vodafone Broadband with Landline and whilst the broadband setup is fine, whenever I have tried calling my own and my wife’s mobile form the DV landline, the connection fails.

Sometimes the iPhone doesn't ring, sometimes it does bit cuts off when the the green answer call button is pressed. At the landline end, you hear the call ringing, but when the iPhone attempts to answer, the sound changes to a sort of repetitive ‘honking’ tone and that's it, until the landline cancels the call.

I've tried it with several different landline phones, tethered and cordless - the result is the same. The call iPhone -> DV land line seems fine.

Any clues? 

[ffinybryn]

I feel your frustration. The problem isn’t iPhone handsets as my wife and I had different phones and neither received calls - now thankfully both do.
Not necessarily a carrier issue either or most of the country would be experiencing problems.

Vodafone needs to send out an engineer to view and log the problem.

Customers are not getting what they are paying for.

[Fedup101]

Very Shoddy service from Vodaphone.

[SLP37]

I completely feel your frustration I have the same problem with my father contacting me! We are getting nowhere with Vodafone on this forum surely there’s somewhere on social media we can make people aware of how awful Vodafone is maybe then they would stop telling us it’s our mobile provider and accept the issue lies with Vodafone!

[Fedup101]

I really don't think that they are interested in fixing the problem. I am sure a customer service rep will give us the usual platitudes and then not bother escalating it. Or even if they do, those who deal with the tech side will not bother. They really don't care. If I provided a service and someone alerted me to a fault, then I would be grateful to be informed and pull out the stops to get it fixed as soon as possible VODAPHONE DO NOT CARE ABOUT THEIR CUSTOMERS!!!!! (Sorry for the caps but I am trying in vain to get noticed!)

[BBolt]

I'm afraid I'm of the same opinion, you just get sent round in circles. Vodafone seem to make it as difficult as possible to get any assistance.

[Effie]

@Fedup101 I am genuinely sorry that you and other customers are experiencing this issue. At the moment there have not been enough reports of this into the Broadband teams for it to be raised and escalated. This means that either it isn't an issue that is affecting a large number of customers and can therefore be handled on a case-by-case basis, or customers are not reporting the issue to the relevant teams. 

This Forum is for general queries, advice and conversations and none of the Mods have any account access here. That means that we are unable to run any kind of testing, check your accounts and plans and are therefore unable to raise these issues for investigation as we can't gather the necessary details and evidence required on this platform. You must report any problems with your services to the relevant support teams so they can gather evidence and then raise it for further investigation and visibility. 

I appreciate how frustrating this is and I genuinely am sorry for all of the upset and inconvenience this problem is causing to any and all customers impacted, but please do follow the advice given and speak to the Broadband teams so this can be highlighted as a wide spread issue and we can work to get it fixed for everyone. 

[SLP37]

Hi Steph

The way Vodafone captures data on the call logs is insufficient as this issue has been reported directly to them by many people!  I for one spent over an hour on the phone when they checked my line updated software etc only to be told it was my mobile provider O2 when it clearly isn't as the work around another user suggested works however it is affecting other functions on my phone so we need Vodafone to fix this issue PLEASE!!!!!

[krish12344]

Hey there! It sounds like you're having a bit of trouble with your calls from your Digital Voice landline to iPhones. That can definitely be frustrating! Have you reached out to Vodafone support to see if they can help troubleshoot the issue?

[Cynric]

April fools day was yesterday 😄

[lcsneil]

OK well as Mark suggested I contact Voda on their 'Socials'. I gave them the ticket number and they asked for the exact nature of the fault. I gave them the ticket number again and they said they were unable to help and to call 191 (or  0333 304 0191 from a non Voda number). 

I eventually called 191 and at the voice prompt said my phone isnt working. I got put through to an advisor who looked up the ticket and said that it had been closed as apparently 2nd line tech had tried contacting me on 7th Feb and again on 12th Feb and were unable to contact me so the ticket was automatically closed after 5 days. Needless to say on my mobile call logs there was no such calls on either of those days. They refused to open the ticket again and I spent 50 more minutes of my life going through the tests and having someone at the property to give the router serial number. Eventually they raised a new ticket and linked it with the old info. I confirmed that they didnt need anyone else at the property. They said they didnt. I then said that I wanted to raise a formal complaint and escalate this. After being put on hold (many times) I was told was there there someone at the property that could hard reset the router. It was at this point I kinda lost it. Result was that I was called straight back by a Resolution Manager. After several abortive attempts this morning the same manager called me back, we had to hard reset the router. He then did some programming remotely and touch wood it now seems to have actually fixed the problem and the DV landline can now call mobiles with VoLTE and Wifi switched on. It did reset all the Internet settings (so if you have altered anything like the DHCP poll to says the 192.168.0.xx range or altered the router GUI page login they will go back to the default settings. ) 

I am going to do some more tests today to make sure that the 5 numbers I previously had that didnt work do now work and the resolutions manager is calling me back tomorrow morning. But it looks like that the ability to call mobiles in the EE allocated range (by Ofcom) and the users have ported to O2 is now working. The solution is to do a hard reset on your router and for the tech bods to set up some programming immediately you have done that hard rest. So if you are still having problems call 191, say your phone line doesnt work. Have some examples of numbers that dont work (i.e. EE allocated numbers that have ported to O") and then lose your s**t and ask it to be escalated to a technical resolutions manager.

Just to say that Moe (Motaz) from Tech resolution was persistent and did actually inspire confidence and appears to have FIXED the issue for me.  

I can now switch off my work around. I will let you know if this isnt the case over the next few days...

lcsneil