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Anonymous
Not applicable
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Message 1 of 36

VOIP phone not working on Home Hub 5

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Hi,

 

I've a IP phone that was provided by my employers so that I can work from home when required.  It was working perfectly for years  - and then all of a sudden the other party cannot hear me (but i can hear them).

 

It was working on the HH5, the only change to my setup was that I was upgraded from Infinity Option 1 to unlimited.

 

When I connect the phone it connects to a server in work which then dowloads config and then provides a VPN into work so that its just like i'm sitting at my desk. all connects ok, but as I say when a call is placed, the other party cannot hear me but I can hear them.

 

I've did the following:

 

1. Factory Reset the Router

2. Factory Reset the phone

3. Tried 3 different phones and also a softclient application on my computer.

4. Checked that my Hub IP Address is the same as my Public IP Address (Which it is)

5. Disabled the Web Address Help.

 

Phone gets allocated an IP Address by the Hub.

My Boss has the same setup (and Broadband provider) has no problems with his setup.

 

I've contacted BT twice - 1st time I was put on "Hold" and stayed that way - basically the call placed on hold until I hung up.

 

2nd time I was told that it would cost me to get this resolved. (even though it was working in the first place.)

 

I was wondering if anyone could help? The setup is that I plug the phone in and it works. (well it did!)

I didn't have to make any alterations to my hub.

 

I'm in close contact with the company who provide our company with phones, and they have explained (in detail!) their findings and how they belive that either my HH5 or the broadband is causing the issue.

 

Thanks.

 

Mac

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35 REPLIES 35
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 36

Re: VOIP phone not working on Home Hub 5

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Have you uninistalled BT Parental controls? They may have been automatically enabled when you changed your package.

 

These are network based, and you need to login to MyBT to actually unistall them. Simply disabling them, will not work, if you are using alternative DNS servers.

 

Also disable Smart Setup.

 

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...


 

Anonymous
Not applicable
14,380 Views
Message 3 of 36

Re: VOIP phone not working on Home Hub 5

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Hi Keith,

Thanks for your response.

I disabled Smart setup after I did the factory reset and the Family controls were never activated (just confirmed that they are currently not installed).

Mac.
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Keith_Beddoe
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Message 4 of 36

Re: VOIP phone not working on Home Hub 5

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Anonymous
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Message 5 of 36

Re: VOIP phone not working on Home Hub 5

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Thanks for those. Read through them and all posters seem to be having similar issues

My Hub firmware is as follows

Software version 4.7.5.1.83.8.204 (Type A) Last updated 13/01/15

I'll maybe drop a mod a message and see if they can help.

Thanks Keith.
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john46
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Message 6 of 36

Re: VOIP phone not working on Home Hub 5

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the mods only post their contact link by invite if they read your post they do not reply to Private messages
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Keith_Beddoe
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Message 7 of 36

Re: VOIP phone not working on Home Hub 5

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I will ask them to contact you. Please do not send a PM.

I have asked a moderator to provide assistance, they will post an invite on this thread.

 


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks

 

 

 

modpicture.jpg

 

 

 

This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it

 

 

 

Image2.jpg

Anonymous
Not applicable
14,345 Views
Message 8 of 36

Re: VOIP phone not working on Home Hub 5

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No Problem Keith, Appreciate the Help.  

 

Mac.

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NeilO
Moderator
Moderator
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Message 9 of 36

Re: VOIP phone not working on Home Hub 5

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Hi Mac_Taylor,

 

We'll be happy to get this looked into if you use the contact the mods webform to send over your details, including your Hub serial number.  You'll find the link by clicking on my username.


Thanks

Neil

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Anonymous
Not applicable
14,291 Views
Message 10 of 36

Re: VOIP phone not working on Home Hub 5

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Thanks Neil, email Sent via the webform link in your profile.

Mac.
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