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Jickkay
Level 1: Cadet

Re: False missed calls every 36 minutes

Hi Ian,

I used your link and went to a Telstra chat line.  The contact seemed to think your answer was a crank call and that it didn't require technical support at a higher level.  After a lot of toing and frowing to get him to understand the problem he came to "his" solution - do a reset of the Telstra modem and monitor the phone for the next 24 hours. The chat cut out before I finished.

The end result is that I am still getting the false missed calls every 36 minutes but my wi-fi devices ceased to work.  I realised this happened because the technician that installed the new smart modem had worked hard to duplicate the name and password of the modem he replaced.  Luckily the reset name and password for the new modem are found on the side of the modem but I had to reset all wi-fi appliances in the house.

Not happy with Telstra at all.


@Iain_T wrote:

Hi Jickkay, 

 

Sorry to hear this is ongoing and it would be best to have our tech team check on this again here  https://tel.st/8rxsn and we can escalate this to another tech visit if needed. 


 

Support Team
Support Team

Re: False missed calls every 36 minutes

Hi @Jickkay,

 

As has been stated in the thread previously, if our Tech Support team are not able to resolve the issue with a reset of the modem, the next step will be to request a replacement modem. 

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Kezza44
Level 1: Cadet

Re: False missed calls every 36 minutes

I have the same issue started a few months ago after I received an email from telstra informing of an interruption/outage due to maintenance. It really erks me as phone lights up room when trying to sleep every 36minutes. Its not the phone as it does it on another set that is not nbn compatible. I am in Townsville. What ever Telstra has done during upgrade or maintenance they need to fix as its ruining my sleep and draining phone batteries 

Kerborous
Level 4: Private Eye
Accepted Solution

Re: False missed calls every 36 minutes

Well I have done some additional study in this perplexing problem...such is the curse of being an engineer.

 

What we know at the moment is that the Gen 2 GW when it sends the periodic (every 36 mins) message waiting status to the VTech phone which stimulates a missed call event.

 

1). My 1st thought that it was related to the line reversal signal being detected by the phone as a ring event. BUT no this is not the case since the diode bridge test would have suppressed the signal however the problem isnt fixed.

 

2). This leaves the FSK signal generated by the modem to stimulating a missed call.

 

The FSK signal use Visual Message Waiting Indication messages will be delivered using the Multiple Message Format

 

Simply put this can be ON/OFF - to tell the phone that there is a message in Telstra's message bank plus additional parameter like time/date - telling the phone when the message event occurred.

 

If the time/date data is suppressed then the  VTech phone doesnt increment the call counter. This can be seen on a CRO connected to the PSTN NW and noting the length the FSK signal. So the VTech phone is incorrectly using the time/date data to record a missed call event.

 

Work a rounds - disabling Telstra's VMWI service OR finding ta phone that complies with Multiple Message Format having a date / time signature.

 

Long Term fix Vtech - alters their design so that is time/date portion of the VMWI is supplied they dont count this a missed call.  

 

 

Support Team
Support Team

Re: False missed calls every 36 minutes

Nice work @Kerborous!

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Jickkay
Level 1: Cadet

Re: False missed calls every 36 minutes

KuborousH

Since your solution appears to lie with VTech phones, I contacted VTech and received the following reply:

We have found that customers on the NBN who have been supplied the Telstra Smart Modem may receive "Phantom Rings" and/or "Phantom Missed Calls" despite the fact the phone is not actually ringing to alert you to an incoming call.
Customers who have been using the Telstra Smart Modem and experiencing this issue, who after consulting back and forth between us and Telstra, decided to use a different modem (non Telstra Smart Modem) to test the issue and the problem with "Phantom Rings" and/or "Phantom Missed Calls" was eliminated.

Our conclusion from this is that it appears Telstra regularly "pings" the Smart Modem to see if it is still online or not. This "ping" results in a "Phantom Ring" and/or "Phantom Missed Call" on your VTech phone. From a phone perspective there is no setting that can be changed to ignore the "ping" - the phone simply responds to the signal it is being sent by the network or the equipment it is connected to.

In this situation we would advise that you speak to your NBN service provider to have them fix this issue.

Please note this does not appear to be an issue that is isolated to VTech phones. We have also had confirmation from other cordless phone brands that this same issue is also happening with their phones, and the common denominator appears to be the NBN service provided by Telstra.

Further to this, the issue only appears to have started when Telstra perform an upgrade to their NBN network/equipment, as customers who have been using our phones prior to this upgrade never experienced this issue.
If your service provider is unable to resolve the issue their service/equipment set-up is creating, all you can do is continually review and delete the Call List/Call Log. Obviously this is not an ideal scenario but until your service provider resolves this problem then this is the only course of action we can suggest.

 

Highlighted
Kerborous
Level 4: Private Eye

Re: False missed calls every 36 minutes

Hi Jickkay,

 

So the logic being applied by Vtech in their response to your inquiry seems to be centered on the following:

 

Phantom Rings in the VTech phone can be resolved by swapping from the Telstra Smart Modem to a non-Telstra Smart modem.

 

However this logic would be equally true if we consider swapping phones from vTech phone to say a Telstra T1000c rental phone or other phone which is exposed to the same "ping".

 

Therefore the logic is flawed as the idea of swapping doesn't yield a useful conclusion since modem swapping and phone swapping can make the issue come or disappear.

 

Ultimately the right way forward is to look at the protocol (signal) between the modem and phone to determine what the problem actually is and to make the corrective action.

 

So I would comment first on a phone's design for "ring recognition" which triggers the missed call counter.

 

1) Ring recognition is governed by the Australian Standards (S002) and it doesn't permit a phone to recognise ring from the VMWI FSK signal which is what is occuring (what VTech called ping). Instead S002 describes ring as recognising Vac signal. (you can see my earlier references in the thread to the S002 spec).

 

2) When a VMWI signal includes ON/OFF + Date and Time why would a VTech phone see this as a missed call? I could guess that the products incorrectly treat the on-Hook signal as a Caller ID signal which might trigger the missed call counter.

 

Moving forward there would be a few possibilities:

 

a) V-Tech could update the FW of the phone to stop counting VMWI signals having a time/date stamp from triggering a missed call.

b) Telstra could alter the GW FW to provide a work a round that suppress the time/date stamp to overcome the vTech issue.

c) Telstra turn off the message bank service .... not my favorite as this advises users when they have a message left in message bank service (voice mail).

d). Live with the problem but this would fly against the Engineer's code of ethics

 

K.

iamgroot9
Level 1: Cadet

Re: False missed calls every 36 minutes

Hi, sorry for the late comments.
I am having this issue as well. I have been in touch with Telstra, at one point they had me keep a 7-day 24-hour log of the calls as they were convinced it was nuisance calls. No hope of getting them to understand that it could not be that every day every 36 mins for 7 days ( more at the time) that it was a nuisance call. I also tried to explain to them that my MIL who lives in a completely different suburb from me,(approx 45 mins away) was having the same issues, as was the lodge my FIL belongs too. All fell on deaf ears. 
I've read thru some of the comments about this and I don't think this is just the v-tech phones as my inlaws don't have one...I'm so over it that I now ring the tech at least once a fortnight to ask them to fix it. As for the voicemail bit, I don't have that set up either. Possibly the worst thing about the smart modem was that it completely reset my email access and for nearly 10 days ( really hadn't noticed them missing) I was not receiving all my emails. This I only discovered when I tried to send an email and received a phone call from the recipient that it was all encoded!!!
I was not a happy camper.

The worse thing I ever did was put on the not so smart modem

 

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