Vodafone Fibre X Landline Call Waiting Issue

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Jiriteach

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#249204 30-Apr-2019 20:19

Hi - I am trying to help my parents out here but am a bit stumped as to where this issue could be. They have recently switched to Vodafone Fibre X. All is working very well with no problems.

They also subscribed to Call Waiting.

Call waiting is "sort of" working -

1. They are on a call so the landline is in use.
2. Another call is incoming and they hear the beeps to let them know a call is incoming.
3. They press the R button on the cordless phone and they are transfered to incoming call. The original call they were on stays on hold.

Now here is issue1 - They cannot transfer back to the original call. Pressing the R button again to go back does nothing so the original call continues to remain on hold and they have no way of returning to that call.

Issue2 - The caller thats been placed on hold doesn't hear any indication that they are on hold. Just completely blank. Is this normal?

They are using these Panasonic cordless phones - https://www.panasonic.com/nz/consumer/telephones-home-monitoring-video-intercoms/telephones/twin-handsets/kx-tgh222nz.html. Recall/Flash time is set to 600msec as recommend in the manual for NZ.

Is this a problem with Vodafone's call waiting service?

Any pointers on what can be done to resolve this?

Thanks

sbiddle

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#2228220 30-Apr-2019 20:32

What happens if they try a hook flash rather than the R button?

Jiriteach

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#2228226 30-Apr-2019 20:39

sbiddle: What happens if they try a hook flash rather than the R button?

Literally nothing. They press it the hook flash (the green key for answering calls) and it does nothing.

I've run a ton of tests from cellphone etc. and when pressing R to return to the original caller, one can hear the clicks as if its about to do it but then just fails and nothing happens.

Jiriteach

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#2229317 2-May-2019 11:36

No one have any ideas on where to start with this issue?

Thanks

sbiddle

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#2229321 2-May-2019 11:43

Have you tested with another phone to actually confirm it's a Vodafone issue and not the handsets?

Jiriteach

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#2229336 2-May-2019 11:49

sbiddle:

Have you tested with another phone to actually confirm it's a Vodafone issue and not the handsets?

Yup - Tested a Uniden handset and that has the same issue as well. So I should assume its a Vodafone issue? Will try and give them a ring - just a hard task to diagnose and work through.

Jiriteach

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#2230968 4-May-2019 20:30

Managed to figure this on out after a bit of trial and error if anyone else experiences this. Instead of switching calls with the R - Recall button, instead one needs to use R and then press 2. To switch between calls, the same, use R and then press 2.

Interesting but it works now!

sbiddle

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#2231024 5-May-2019 07:55

Pressing R or flash + 2 to switch between calls is common in many parts of the world and some RGWs with VoIP also require that or offer settings to choose between the compatibility type for call waiting.

What do Vodafone's instructions actually say?

Jiriteach

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#2231026 5-May-2019 08:05

sbiddle:

Pressing R or flash + 2 to switch between calls is common in many parts of the world and some RGWs with VoIP also require that or offer settings to choose between the compatibility type for call waiting.

What do Vodafone's instructions actually say?

Vodafone's instructions -

1. To put a call on ‘hold’, press either the Hook, Flash or Recall button for half a second. This will put the first caller on ‘hold’, and connect you to the second caller

2. To return to the first caller, press either the Hook, Flash or Recall button briefly. This will put the second caller on ‘hold’.

3. If you hang up the phone and forget that you still have another call on hold, your phone will ring within two seconds and the second caller will be back on the line.

http://help.vodafone.co.nz/app/answers/detail/a_id/26477

sbiddle

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#2231039 5-May-2019 09:14

My pick would be that probably needs updating and refers to customers who were on a POTS connection of their Nortel switch. New FibreX customers are all now on VoIP and not POTS for voice.

Instructions for VoIP customers are here and make reference to pushing 2 (but still aren't that clear) http://help.vodafone.co.nz/app/answers/detail/a_id/26442

Goosey

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#2231051 5-May-2019 09:50

My mum had this issue when moving to actual fibre.

Edit: she still has to press R + #2 (on a panasonic).

This is after a few tinks with the ms delays...

sbiddle

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#2231056 5-May-2019 10:00

Goosey:

My mum had this issue when moving to actual fibre.

Edit: she still has to press R + #2 (on a panasonic).

This is after a few tinks with the ms delays...

Instructions for fibre already say this (but as mentioned above the instructions aren't awfully clear). I wonder if the HG659b vs the Ultra Hub are different?