crackling on digital voice landline

[AMH1]

My mother (84, living with dementia and cancer) has recently had a BT digital voice landline installed in her room at the nursing home she now lives in.  During both incoming and outgoing calls she can hear a crackling on the line which prevents her from clearly hearing what the other person on the call is saying to her.  In contrast, the person receiving or making the call can hear her really clearly (as you would expect with Digital Voice).  The phone really is a lifeline for her, so I want to fix it.  Any thoughts on how to do this?  She does use hearing aids.  The phone is a Geemarc Amplidect 295 corded phone.  Thank you in advance.  

[jac_95]

Hi AMH1,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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

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[Paul608085]

@AMH1 

To rule out the Geemarc as being faulty, have you tried a different telephone on the line in your mother's room, and/or tried the Geemarc phone on a known good, (ie quiet), telephone line?

.

[AMH1]

Thanks Paul. Now you mention it, that seems like a blindingly obvious thing to do. I'll find another phone and give it a go.
Any thoughts on what to try next if it's not the phone?
Thank you.

[Paul608085]

@AMH1 

"Any thoughts on what to try next if it's not the phone?"

If the Geemarc is plugged directly into the SmartHub router, then if the telephone itself is not faulty then the only other things that I can think of are a faulty SmartHub, (possible), or errors on the internet connection, (unlikely, due to the very low data rates required for telephony).

If the phone proves to be OK, you could try a factory reset of the SmartHub.

.