Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


381 posts

Ultimate Geek
+1 received by user: 13

Subscriber

Topic # 240343 3-Sep-2018 12:45
One person supports this post
Send private message quote this post

We are on VDSL, rural but less than 1km from urban.  When converted to VDSL a year or two ago, Chorus installed a new VDSL master splitter, with a new Cat6 cable running directly from the splitter to our modem (we fortuitously had installed but not used the Cat6 for other purposes a few years previously)

 

I know landlines are not the flavour of the month here but I (and the other two in the house) work from home sitting in front of a PC most of the time so a landline is convenient and economical.  Plus some older family & friends only have, or predominantly use landlines.  Hence we still want the landline even though all three in the house have mobile phones as well.

 

A few months ago Vodafone switched our landline to VOIP.  We agreed to that as our then existing landline had annoying background static that we had not been able to resolve.  We still need to sort out the now non-functioning alarm system but knew that would occur.

 

To enable VOIP we switched back to the original Vodafone supplied HG659 modem, and Vodafone provided us with new Panasonic digital handsets designed to work with VOIP.  So we have a very clean wiring/phone setup;  new VDSL splitter, single Cat6 directly from splitter to Vodafone supplied modem, and Vodafone supplied phones plugged directly into the modem.

 

However, since switching to VOIP our landline service has been very intermittent at best, more time not working than working.  I have phoned Vodafone support 3 to 4 times regarding the issue.  'Unfortunately' when not working, the landline service can be reinstated by resetting the modem, so Vodafone support have been content that the issue has been fixed by getting us to reset the modem.  But hours or a day or two later the service no longer works.  Then at random times comes back into life for some period before failing again.

 

Throughout this period, we have had nil problems with our internet connection.  Not great, but a fairly stable ~27Mbs down, and ~1.9Mbs up.  Unfortunately, presumably because the cabinet that supplies us is within urban, it still has an IKANOS line card so no vectoring here.  A separate annoyance - because of the line card more than the vectoring. 

 

Symptoms when the landline is not working are:

 

  + Incoming calls: the caller hears normal ringtone but nothing rings at our end (tested and confirmed many times by us by phoning from mobile to landline)

 

  + Outgoing: Get a short 'message waiting' type sound (below) followed by normal dial tone.  Phone dials out making all the rights sounds but then get a 'phone not in service' type beep-beep-beep sound.

 

 

 

Re the short 'message waiting' type sound. That occurs all the time, even when the phone is working.  In that case, everything is the same for outgoing calls, except we get normal ringtone instead of the beep-beep-beep at the end; ie. get to speak to the person at the  other end!  I gather the 'message waiting' type sound indicates that we have a waiting message(s) but when we follow instructions to try and access, just get a cannot access message.  Appears to be a common issue.  Anyway, at this point I am more interested in getting the phone system working reliably.  Will then try and sort the messages issue.

 

Until a week or so ago, we still had the (jumble of) old landline wiring connected into the master splitter and we suspected that the old burglar alarm system may have been implicated in the phone problem.  Access to the master splitter is not simple but about a week ago I cut the outgoing 'phone' wire leading out from the splitter to see if that would fix the problem; ie. old wiring and alarm system now completely isolated from the DSL feed to the modem.  As usual, everything worked fine after resetting the modem but a day or two down the track the phone system is still failing. Sometimes can make calls out, sometimes can't.  Ditto incoming calls.

 

I have been reluctant to cut the master splitter out and directly connect the incoming wires to the Cat6 cable as the splitter was installed by Chorus and am not certain who owns it.  Also, not certain which wires should be connected.  Assume white-white, colour-colour but do not want to risk our internet connection without being certain (is polarity even important?).

 

 

 

Any suggestions? 

 

 

 

 


Create new topic
1593 posts

Uber Geek
+1 received by user: 326

Lifetime subscriber

  Reply # 2083190 3-Sep-2018 12:57
One person supports this post
Send private message quote this post

 

 

Make it VF's problem, it's their gear, their settings, their network.

 

Set a date for it to be correctly fixed by, specify that having to constantly reboot the modem is not a suitable fix.

 

I suspect some of the problem may be the modem VF supply, I've heard of lots of people with problems.

 

At the end of the day if they can't provide a reliable service then it is them that haven't lived up to their end of the contract, port your number to someone else (we use 2talk with no problems and heaps of free features).

 

 

 

 

 

 


16 posts

Geek
+1 received by user: 5

Trusted
Vodafone

  Reply # 2083197 3-Sep-2018 13:04
One person supports this post
Send private message quote this post

gregmcc:

 

Set a date for it to be correctly fixed by, specify that having to constantly reboot the modem is not a suitable fix.

 

 

 

 

I agree, having to reboot that often is not a suitable fix, Let me have a look into your line and sip details, please PM me your account info and I will get back to you on what I find.

 

Very hard to commit to a date when we don't know what the issue is yet :)

 

Shaun




381 posts

Ultimate Geek
+1 received by user: 13

Subscriber

  Reply # 2083226 3-Sep-2018 13:51
Send private message quote this post

Thanks Shaun.  Have sent a PM to you.


16 posts

Geek
+1 received by user: 5

Trusted
Vodafone

  Reply # 2083248 3-Sep-2018 14:35
Send private message quote this post

DS248:

 

Thanks Shaun.  Have sent a PM to you.

 

 

Hi David

 

As per my PM, I have identified this issue and made some quick changes, please let me know if you continue to see this issue.

 

Regards

 

Shaun.


1723 posts

Uber Geek
+1 received by user: 382

Trusted
Subscriber

  Reply # 2083251 3-Sep-2018 14:39
One person supports this post
Send private message quote this post

@DS248: in summary, it feels like your device registration is being lost. This can happen on Internet circuits where the device loses the session connection to the voip switch and fails to reacquire (common enough in the early but unacceptable in 2018). Of course a modem reset will fix things - you are reregistering your device.

 

The default used to be a reacquisition packet every 3600 seconds (10 minutes)... which will mean that if you've lost connection in that window, you're effectively off air.

 

DSL is very nasty for this sort of thing - at layer 2, there can be lots of cyclical errors etc due to line condition, noise, the moon, the feeling of the birds, the amount of moisture in the air and how the economy is doing - with the net result being, you're off air until you reacquire. Add to that, the HG659 does'nt really deal well with dodgyDSL, and it's not a good state of affairs.

 

I have a voip phone on my desk with connection to the web for useful information, and I can see it lose SIP registration and reacquire every 30-60 minutes or so. No such issue with the 22 year old analogue TelstraSaturnKiwiCableClear voice line, which is a bit naff but still functional. I'd like an HD Voice service, but its not yet a priority - and I agree with you, that landline form factor is pretty useful at times (esp. decent handsfree).

 

Totes agree it's not satisfactory on Vodafone's part, and a sometimes landline is just rubbish and needs to be corrected by them asap. Maybe their new super widgets might help, but I'm guessing your DSL has some errors on the line that are causing trouble, which voda's monitoring (using Chorus) should pick up.

 

Fixing it though.....?





________

 

Antonios K

 

 

 

Click to see full size




381 posts

Ultimate Geek
+1 received by user: 13

Subscriber

  Reply # 2083312 3-Sep-2018 15:39
Send private message quote this post

Thanks Shaun

 

Working now.  Hopefully the fix is permanent!?  Appreciate the refund in recognition.

 

The frustrating part is the hours in total spent on the phone to Vodafone support not getting it fixed.  A fix that in the end, if permanent seems to have been pretty straightforward?

 

Not to mention two months of no usable service (several friends & relatives having given up trying our landline - including elderly mother-in-law paying money she cannot afford to call landline-mobile to get through).

 

 

 

==

 

Anyway, next up is to fix the 'message waiting' issue.  I suspect it is not set up correctly?

 

Hopefully this will not require multiple long calls to support to sort. 

 

Bit annoying as we are also paying for Call Diversion & Feature Pack (incl voicemail) which are a cheaper or free with many other VOIP providers.  Not got a single message yet despite the message waiting sound at the start of each call!   Just get a message saying our "Vodafone mailbox is not available. Please try again shortly ..."


16 posts

Geek
+1 received by user: 5

Trusted
Vodafone

  Reply # 2083336 3-Sep-2018 16:12
One person supports this post
Send private message quote this post

DS248:

 

Anyway, next up is to fix the 'message waiting' issue.  I suspect it is not set up correctly?

 

Hopefully this will not require multiple long calls to support to sort. 

 

Bit annoying as we are also paying for Call Diversion & Feature Pack (incl voicemail) which are a cheaper or free with many other VOIP providers.  Not got a single message yet despite the message waiting sound at the start of each call!   Just get a message saying our "Vodafone mailbox is not available. Please try again shortly ..."

 

 

Have PM'd for the voicemail issue you are having.

 

Shaun.




381 posts

Ultimate Geek
+1 received by user: 13

Subscriber

  Reply # 2083372 3-Sep-2018 16:34
Send private message quote this post

Again thanks Shaun.  Messages not accessible issue now sorted.  Has been very helpful.

 

Do hope the VOIP fix is permanent!


418 posts

Ultimate Geek
+1 received by user: 30


  Reply # 2087112 10-Sep-2018 19:01
Send private message quote this post

I have had issues all week with the modem dropping off even at the same times off early afternoon and between 8 20 and 845pm and today we have been without landline all day. When i rang today they were very helpful said it was related to the HG659 needing a software update, couldn't Vodafone contact customers or force a software upgrade?. I only found out after three calls in total. I finally have a landline but why couldnt they contact customers?. I am getting a new modem sent out as the HG659 is no longer supplied. Hopefully that helps




381 posts

Ultimate Geek
+1 received by user: 13

Subscriber

  Reply # 2087203 11-Sep-2018 01:10
Send private message quote this post

A quick update on our situation.  Our landline seems to have been working fine over the last week since Shaun made the back end changes, so looking positive at this point.  Has only been used 1 - 5 or so times a day.  Working fine each time.  Cannot be certain there have not been outages in between but not aware of any.


Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.