My neighbour Peter has VoIP product called BT Cloud Voice Express. It
uses a Yealink base-station and handset, and the router is "BT Smart Hub
2". The internet connection is FTTC.

He has an intermittent fault, as follows:

a) When Peter makes a call he doesn't hear ring tone nor the called
party answering. But apparently they hear him.

b) When Peter's phone rings, he sees the number of the calling party but
when he answers he hears nothing.

Is this a known problem with BT Cloud Voice Express?

Is there a resolution?

--
Graham J

Graham J wrote:

> My neighbour Peter has VoIP product called BT Cloud Voice Express.  It
> uses a Yealink base-station and handset, and the router is "BT Smart Hub
> 2".  The internet connection is FTTC.
>
> He has an intermittent fault, as follows:
>
> a) When Peter makes a call he doesn't hear ring tone nor the called
> party answering.  But apparently they hear him.
>
> b) When Peter's phone rings, he sees the number of the calling party but
> when he answers he hears nothing.
>
> Is this a known problem with BT Cloud Voice Express?
>
> Is there a resolution?

I sounds like "NAT problems" which would usually be overcome by using
the VoIP providers STUN/TURN server, but as it's BT I'd tend to assume
that's all meant to be hidden from the end user, so Peter should just
complain to BT Cloud Voice Express?

On Thursday 28 December 2023 at 16:31:10 UTC, Graham J wrote:
> My neighbour Peter has VoIP product called BT Cloud Voice Express. It
> uses a Yealink base-station and handset, and the router is "BT Smart Hub
> 2". The internet connection is FTTC.
>
> He has an intermittent fault, as follows:
>
> a) When Peter makes a call he doesn't hear ring tone nor the called
> party answering. But apparently they hear him.
>
> b) When Peter's phone rings, he sees the number of the calling party but
> when he answers he hears nothing.
>
> Is this a known problem with BT Cloud Voice Express?
>
> Is there a resolution?
>
>
> --
> Graham J

Not sure but there are huge problems with BT Cloud Voice Express - see my reviews of it on Google Play. Two years and still not fixed. If the hadset and app' are both on call ping and then are almost immediately diverted.

On 28/12/2023 16:31, Graham J wrote:
> My neighbour Peter has VoIP product called BT Cloud Voice Express.  It
> uses a Yealink base-station and handset, and the router is "BT Smart Hub
> 2".  The internet connection is FTTC.
>
> He has an intermittent fault, as follows:
>
> a) When Peter makes a call he doesn't hear ring tone nor the called
> party answering.  But apparently they hear him.
>
> b) When Peter's phone rings, he sees the number of the calling party but
> when he answers he hears nothing.
>
> Is this a known problem with BT Cloud Voice Express?
>

I think most of us on here would avoid a locked down, supposedly idiot
proof system like that....

> Is there a resolution?
>
>

Sorry I think you will have to speak to BTs call centre

Dave

On 28/12/2023 16:31, Graham J wrote:
> My neighbour Peter has VoIP product called BT Cloud Voice Express.  It uses a
> Yealink base-station and handset, and the router is "BT Smart Hub 2".  The
> internet connection is FTTC.
>
> He has an intermittent fault, as follows:
>
> a) When Peter makes a call he doesn't hear ring tone nor the called party
> answering.  But apparently they hear him.
>
> b) When Peter's phone rings, he sees the number of the calling party but when he
> answers he hears nothing.
>
> Is this a known problem with BT Cloud Voice Express?
>
> Is there a resolution?
>
>

1). I can tell you I have had the same issue in a call and no outgoing voice at
a random time during the conversation

2). I have also had the whole Digital Voice go down. I can see there was an
incoming call, the phone rings but neither party can hear the other.

I was also unable to make outgoing calls at all.

Solution was reboot the hub.

If you call 0800 800 150 you may get a recorded announcement and as you follow
the menus you may be offered a line test option. You can take it but at the end
of the test you will probably hear one option:

BE VERY WARY OF WHAT YOU DO!

The option states IIRC select 1 to RESET the hub. I would suggest NOT doing this
if you have changed any of the default settings.

Instead do nothing - I was then connected to a person.

Alternatively before making the call to 150, REBOOT the hub:

The easiest way is turn off the power, wait for 1 minute, then turn the power
back on.

I have an EE hub running:

App version: 1.9.0
Firmware version: r1.21.1-R-940596-PROD-83002r

I suffered item 1). above when the hub was running the previous version. (1.20.*)

I suffered item 2). above running the current version above.

I hope that helps, I suspect the BT Smart Hub 2 has the same issues. (my 2p's worth)

--
Regards

RayG

RayG wrote:

[snip detailed description]

Interesting. After you rebooted the hub, did the problem ever come back?

--
Graham J

On 30/12/2023 17:20, Graham J wrote:
> RayG wrote:
>
> [snip detailed description]
>
> Interesting.  After you rebooted the hub, did the problem ever come back?
>

Not had the missing voice on this SW version

Just had the no incoming/outgoing once on the current version after the hub had
been up 6 days. Since reboot not happened again but only 3 days in.

I am informed that it is a known issue and has the highest priority but maybe
middle on Jan 24 before we see an attempt at a resolution.

Hope that helps (a bit at least)
--
Regards

RayG

RayG wrote:
> On 30/12/2023 17:20, Graham J wrote:
>> RayG wrote:
>>
>> [snip detailed description]
>>
>> Interesting.  After you rebooted the hub, did the problem ever come back?
>>
>
> Not had the missing voice on this SW version
>
> Just had the no incoming/outgoing once on the current version after the
> hub had been up 6 days. Since reboot not happened again but only 3 days in.
>
> I am informed that it is a known issue and has the highest priority but
> maybe middle on Jan 24 before we see an attempt at a resolution.
>
> Hope that helps (a bit at least)

Thanks.

I've seen elsewhere that it is a widespread problem with BT. Curiously
not with other VoIP providers such as Voipfone.

--
Graham J

On 30/12/2023 20:10, Graham J wrote:
> RayG wrote:
>> On 30/12/2023 17:20, Graham J wrote:
>>> RayG wrote:
>>>
>>> [snip detailed description]
>>>
>>> Interesting.  After you rebooted the hub, did the problem ever come
>>> back?
>>>
>>
>> Not had the missing voice on this SW version
>>
>> Just had the no incoming/outgoing once on the current version after
>> the hub had been up 6 days. Since reboot not happened again but only 3
>> days in.
>>
>> I am informed that it is a known issue and has the highest priority
>> but maybe middle on Jan 24 before we see an attempt at a resolution.
>>
>> Hope that helps (a bit at least)
>
> Thanks.
>
> I've seen elsewhere that it is a widespread problem with BT.  Curiously
> not with other VoIP providers such as Voipfone.
>
>
>
Its a common issue with SIP and NAT but many modern routers like my
Draytek have a setting to fix the problem. Voipfone can have that
problem. For example

https://www.voipfone.co.uk/poor-sound-quailty.php

says:-

One Way Audio
Most one way sound problems are caused by firewalls restricting incoming
connections.

See softphone problems above. For hardware phones the firewall issues
are always found in the router; you will need to open ports 5004 to 5060
on your router to enable you to connect to our servers and register your
phone on our network. See 'My phone shows 'discovering firewall' below.

Dave

On Sat 30/12/2023 22:50, David Wade wrote:
> On 30/12/2023 20:10, Graham J wrote:
>> RayG wrote:
>>> On 30/12/2023 17:20, Graham J wrote:
>>>> RayG wrote:
>>>>
>>>> [snip detailed description]
>>>>
>>>> Interesting.  After you rebooted the hub, did the problem ever come
>>>> back?
>>>>
>>>
>>> Not had the missing voice on this SW version
>>>
>>> Just had the no incoming/outgoing once on the current version after
>>> the hub had been up 6 days. Since reboot not happened again but only
>>> 3 days in.
>>>
>>> I am informed that it is a known issue and has the highest priority
>>> but maybe middle on Jan 24 before we see an attempt at a resolution.
>>>
>>> Hope that helps (a bit at least)
>>
>> Thanks.
>>
>> I've seen elsewhere that it is a widespread problem with BT.
>> Curiously not with other VoIP providers such as Voipfone.
>>
>>
>>
> Its a common issue with SIP and NAT but many modern routers like my
> Draytek have a setting to fix the problem. Voipfone can have that
> problem. For example
>
> https://www.voipfone.co.uk/poor-sound-quailty.php
>
> says:-
>
> One Way Audio
> Most one way sound problems are caused by firewalls restricting incoming
> connections.
>
> See softphone problems above. For hardware phones the firewall issues
> are always found in the router; you will need to open ports 5004 to 5060
> on your router to enable you to connect to our servers and register your
> phone on our network. See 'My phone shows 'discovering firewall' below.
>
> Dave

I have accounts with Sipgate and FirstEurope (formerly voip.co.uk) and
have never in nearly 15 years had one-way audio. However I don't use
ports 5x60 etc either. Sipgate advise ports 43160 and 43104-43120 and it
all ticks along quite happily.
There again I'm using VM broadband, not the dreaded BT!

Woody wrote:

> I have accounts with Sipgate and FirstEurope (formerly voip.co.uk) and
> have never in nearly 15 years had one-way audio.

do you use STUN? It helps a lot to prevent NAT issues.

> However I don't use
> ports 5x60 etc either. Sipgate advise ports 43160 and 43104-43120 and it
> all ticks along quite happily.
> There again I'm using VM broadband, not the dreaded BT!

On Sun 31/12/2023 10:24, Andy Burns wrote:
> Woody wrote:
>
>> I have accounts with Sipgate and FirstEurope (formerly voip.co.uk) and
>> have never in nearly 15 years had one-way audio.
>
> do you use STUN?  It helps a lot to prevent NAT issues.

Seems I do - on Sipgate at least.
>
>> However I don't use ports 5x60 etc either. Sipgate advise ports 43160
>> and 43104-43120 and it all ticks along quite happily.
>> There again I'm using VM broadband, not the dreaded BT!
>