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Landline

VOIP phone not hang up after caller does

andrewinstirlin
2: Seeker

Has anybody had a problem with gigafast VoIP not dropping line at end of an incoming call and making a a high pitched whine until the call is cancelled by me (by physically hanging up). It is most noticeable with answering machine where the message ends and the far end puts the phone down  and the whine starts  and continues until I physically hang up on my phone.

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37 REPLIES 37
DaneB
Moderator

Hey @andrewinstirlin, I've not come a cross this before. Can you please drop us a private message on social media here please?

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jcbanjo
2: Seeker

Hi

I believe I have the same problem with my cordless phone. Calls are received ok but if it goes onto answer phone 

once the message is recorded the phone emits a high pitched whistle ,any ideas as to why this happens I have tried the phone manufacturer but they could not help

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andrewinstirlin
2: Seeker

Hi there---i very much doubt it is a phone fault. I spent a lot of time with their 2nd line technical folk. They did something to my router...which didnt seem to work...then got me to use, in place of the phones own cable (ie the one from the phone to the router),  the white lead that was sent with the router (the one marked "internet") ....well they actually sent me a replacement because I had lost the original. The instructions dont tell you to use this cable by the way! 

 

That seemed to have fixed the fault...for now. 

They told me they are aware of this issue and it seems to be that their own cable is 'better quality' than the one that comes with the phone. I asked why the instructions didnt tell you to use this cable......mmmm...

 

Hope this works.

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jcbanjo
2: Seeker

Hi

Wii try another cable as suggested, but thought I would add some info to my message which may or may not be relevant to the problem

up to September of 2019 I was supplied with my Broadband, TV, and phone line via a different supplier. I used the cordless phones with the service with no problems.

During September due to the ever increasing cost from the supplier and the fact that Vodafone had laid their

Gigafast cable in our street I decided to give them a try.Having set up the phone to the new system ,as soon as I received a message on the answer phone the whistle started ,I thought the phone was faulty and purchased a new set of cordless phones ,but low and behold the same problem was still there.

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Anonymous
Not applicable

Hi @jcbanjo, this is definitely something we'd like to look into with you. Please could you drop us a message over Facebook or Twitter here 

 

 

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andrewinstirlin
2: Seeker

Yup that was exactly same problem as me...different phone made no difference...

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jcbanjo
2: Seeker

Hi

I had a message to contact Jack the Moderator either by Facebook or Twitter I do not have accounts with either

and your online chat seems to be only automated response to set questions.Can I contact by email?

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MarkD
Moderator

Hey @jcbanjo 

You can't e-mail us but you can give our team a call. It’s free to call us on 191 from a Vodafone mobile or 03333 040 191 from other UK landlines or mobiles (standard call charges apply) 👍

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AnnieBody01
4: Newbie

My phone used to work as expected over VOIP for the last year but as of late I have had the same problems.

Whenever a call is made my answerphone just keeps playing a regular tone even though the call has been terminated. This lasts for the one hour message length unless you manually interrupt it.

Used to work but now doesn't. So in my case it is not the cable.

Calling Vodafone support is a waste of time. They make promises to resolve the issue and get back to you which they do not keep. They have the worst customer care/support of any company I have ever had to deal with. They lied to get my custom now appear to lie just to get you off their back.

I now have no choice but to cancel the service once my contract expires and go back to an alternative service:  in the meantime they leave me no choice but to put up with this.

Does the ombudsman help where the provider refuses to resolve the issue?

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andrewinstirlin
2: Seeker

looks like they have a problem here....thats a few folk already and im guessing there will be lots others....

 

It seems to be the VOIP that is the problem.

 

Vodafone...what are you doing about this.....mine has started acting up again!!!

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andrewinstirlin
2: Seeker

I thought the problem fixed...but it is NOT.......there is clearly a problem with the vodafone gigafast system - either the router or the system itself....

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AnnieBody01
4: Newbie

I don't think the router is the issue as I have not updated the firmware/software and this problem was not present for the last year of use.

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Tash
Moderator

@andrewinstirlin @AnnieBody01 Hi both, if you haven't already please do drop us a message on Facebook or Twitter. We can take a look into what may be causing this with your landline and reach out to our Gigafast team if needed. 

If you include your Community username and a link to your post when messaging us, you then won't need to write your query out again. 

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AnnieBody01
4: Newbie

It is bad enough that I have had to sign up for the Vodafone community because Vodafone do not want to know.

There is no way on this planet that I intend signing up for social media just because Vodafone cannot and will not resolve the problem of their own making.

Please respond stating whether this is new a requirement of Vodafone that doesn't exist in any contract I have agreed to or an independent method of getting more media website members for gain.

Please respond stating what action Vodafone intend to take and why they are now insisting I have to jump through their hoops again.

May I also remind you that the ombudsman sided with my previous complaint regarding Vodafone's refusal to respond to my being blatantly lied and refusing to respond unless I attended a branch in person.

This issue has been reported to Vodafone by many members and they refuse to deal with it.

Consequently this forum discussion has been created.

What we all want from Vodafone is a response and rectification. not sweeping it under the carpet by using third party media to hide the problem.

I trust you have no objection to my reporting the lack of action, apparent refusal and third party media requirements to Ofcom.

Please confirm that your response comes with the blessing of Vodafone's senior management.

 

 

 

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andrewinstirlin
2: Seeker

Well said! There is clearly a problem with gigafast that they need to fix... Their social media contact is a waste if time...I tried it and got a useless response..ie call us !

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TJ
Administrator
Administrator

As we're part of the Social Media team here on the Vodafone Community, we deal with all of our account specific queries via our social channels, on a safe and secure platform rather than a public forum. I'm afraid we'd be unable to offer you a solution, or any advise on the issues you're facing without taking a closer look into your account.

As you've mentioned this noise seems to be an issue with your Gigafast service, you'd be best contacting our Gigafast team directly via the number provided previously,; as they're the best equipped to deal with your query.  

 

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AnnieBody01
4: Newbie

Is this the same Gigafast team who advise they are unable to assist and recommend using the forum?

Vodafone going around in circles again.

 

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Anonymous
Not applicable

I appreciate your frustration @AnnieBody01. We'd love to help you get this resolved, but as @TJ has advised, we'd need to take a closer look at your account and run some further tests with you to try and resolve this, which we wouldn't be able to do here. Our dedicated Gigafast team would be your best option to get this matter resolved, and I'd recommend giving them another go if you can.

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AnnieBody01
4: Newbie

What do you mean "run some further tests"?

This implies they have already tried something, which they haven't!

Are you suggesting the reason some of your customers are having this issue is because Vodafone Gigafast support are not doing their job, by undertaking any tests or do you mean something else?

What could you possibly achieve using social media that you cannot achieve using this forum?

Please explain.

 

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