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Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 10:39:54 GMT

Has anyone experienced sound distortion or crackling with their digital voice service. I’ve had this for a few days now (could it be cold weather related, but as it’s over the internet I didn’t assume so).

I’ve rebooted the hub, which worked for a day and then it’s come back. The other person can hear me ok, but their voice breaks up when they speak. Checked my DECT handsets which are connected with a digital voice adaptor and no issues with them.

help!

Re: Digital Voice - Distortion / Crackle

jac_95 — Tue, 13 Dec 2022 10:44:21 GMT

Hi Neilyboy72,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Digital Voice - Distortion / Crackle

imjolly — Tue, 13 Dec 2022 11:03:47 GMT

@Neilyboy72 wrote:

Checked my DECT handsets which are connected with a digital voice adaptor and no issues with them.

By DECT handset I presume they are not the ones supplied free which connect to the SH2

are they your existing cordless phones and the base station is connected to a DV adapter

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 11:30:31 GMT

Hi there, yes I have 3 DECT handsets which I’d had previously. They are connected via a DV adaptor and have been working fine until 3 days ago. A reboot of the hub solved my problem (as someone suggested) but the problem came back the following day.

Re: Digital Voice - Distortion / Crackle

Keith_Beddoe — Tue, 13 Dec 2022 11:37:46 GMT

Possibly due to interference between two separate DECT networks. Did you try turning the DV adapter off and then on again?

Have you also tried doing the same for your handset base station?

Re: Digital Voice - Distortion / Crackle

Anonymous — Tue, 13 Dec 2022 12:19:52 GMT

Try plugging the base unit into the back of the Hub to take the DVA out of the equation.

Do you not have any of the free DV handsets?

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 12:24:55 GMT

Hi there

I sadly can’t do that, as I’m in a new build, the hub is on a shelf, inside a cupboard, and no where near where the main phone base station is or needs to be.

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 12:26:01 GMT

Thank you, I’ve replied below, but if your explanation is correct, why has my service worked fine for 6 months and only started doing this 3 days ago?

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 12:27:04 GMT

Apologies for multiple replies, yes to all your questions. Hub restarted, DV adaptor switched off and on again, all handsets unplugged and restarted.

Re: Digital Voice - Distortion / Crackle

Keith_Beddoe — Tue, 13 Dec 2022 12:35:02 GMT

I sadly can’t do that, as I’m in a new build, the hub is on a shelf, inside a cupboard, and no where near where the main phone base station is or needs to be.

The adapter is probably too far away from the home hub, and the DECT signal level is too low.

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 12:44:32 GMT

I appreciate the help, but if that’s plausible, how come it’s worked fine for 6 months… that’s my query.

Re: Digital Voice - Distortion / Crackle

Keith_Beddoe — Tue, 13 Dec 2022 13:06:53 GMT

Possibly a deterioration in the performance of the DECT base station in the home hub, or something new, blocking the signal

Re: Digital Voice - Distortion / Crackle

Keith_Beddoe — Tue, 13 Dec 2022 13:18:04 GMT

When you consider the number of analogue to digital conversions taking place over the whole speech path, and the reverse, its a wonder the phone quality is not worse.

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 13:18:11 GMT

I just want it to work fine, like it did before DV and before this happened 3 days ago… I didn’t ask to be migrated…

Re: Digital Voice - Distortion / Crackle

Anonymous — Tue, 13 Dec 2022 13:21:44 GMT

Surely you can move the base station long enough to test?

Re: Digital Voice - Distortion / Crackle

Keith_Beddoe — Tue, 13 Dec 2022 13:23:02 GMT

It would be interesting to see if a normal wired phone plugged into the DV adapter has the same issue, as that would point to a faulty home hub or a faulty DV adapter.

Unfortunately, Digital Voice is going to be forced on everyone soon, with the closure of the PSTN network.

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 13:36:30 GMT

Just did as you suggested and the phone works fine, so it’s the DV adaptor that’s evidently faulty. Anyone know how I can get a replacement for free? Thanks!

Re: Digital Voice - Distortion / Crackle

Anonymous — Tue, 13 Dec 2022 13:42:55 GMT

Not necessarily the adapter, could also be the DECT signal from the Hub. Next I'd try the adapter in a different socket, closer to the Hub.

Just a thought but would the recent issue coincide with the switching on of some Christmas lights?

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 14:05:51 GMT

I’ve only got two sockets, one which my fibre (the hub) plugs into and the open reach box and the socket which the DV adaptor plugs into… suggestions?

Re: Digital Voice - Distortion / Crackle

Neilyboy72 — Tue, 13 Dec 2022 14:06:23 GMT

P.s. no, nothing new has been plugged in or switched on…