Kurgs
Level 2: Rookie

T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

I purchased (a week ago) 3 of the T Voice 503 DECT handsets for use with my SmartGen 2 (NBN) Modem 

 

I was able to register/pair the handsets without issue but within the first several days found on 3 occasions that the handsets had lost their connection and were n searching mode.

 

The only fix was to hard stop & start the modem by pulling the power.

 

Once the modem rebooted the handsets connected.

 

After the third time I rang support whose advice was to do a RESET on the modem.

 

This I did and within 12 hours the handsets had again lost connection and were back to searching.

 

I again rang support, they seem to have no view as to if this is a known issue or as to if there is an actual fix for same, their advice now, see if it happens again and if so we will try replacing the modem (which is about 7 months old, and has to date, worked without issue).

 

I note a number of posts in the forums that reference this problem, but absent power on/off of the modem I could not find any actual fix.

 

Is anyone aware as to if this is:

 

- a known issue?

- a problem for which there is a fix?

 

I also note that where previously the modem interface did have a 'phonebook' this is no longer the case. (Current FWv 18.1.c.0347-950-RC & Device Technicolor DJA0231).

- Does anyone know if this feature was removed from the client interface?

 

I still see it detailed in web screenshots of the interface but certainly not an option on the device. Only the 4 below:

 

Capture.JPG

The handsets will still accept and store BASE contact details; just cannot access via the MODEM interface.

 

I remember when I first set the modem up it did have a phonebook as below

Capture2.JPG

 

 

I am waiting for the next instance where I have to restart the device and will again contact support for a new modem. Just hoping there may be an actual fix for this (given customer support seem to have no knowledge of the issue).

 

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13 REPLIES 13
Davo677
Level 1: Cadet

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

I’m seeing exactly the same problem, has been occurring for the past couple of weeks.

 

Ive found the same fix restart the modem sees it work for about 12 hours, nothing has changed in the house. I’ve even tried deregistering handsets but still not success.

 

a factory reset also provides no joy.

 

other members of family have also experienced same problem, I think it’s a firmware problem that Telstra haven’t identified as yet  but would be glad to see it solved sooner rather than later.

 

interestingly a handset not paired to the base works fine in the house

Support Team
Support Team

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

I'm sorry to hear you're both experiencing issues with your phone service. 

 

If no disruptions are listed here, my advice would be to login here & complete the troubleshooting as it may help fix any issues you're currently experiencing, but also helps speed up the fault process if you need to call our fault team on 1800 834 273. 

 

You should receive a reference number that can be quoted to our tech staff if the troubleshooting link doesn't resolve. If they're unable to resolve over the phone, they may monitor the connection or arrange a tech appointment. 

 

If the service is working correctly, they may suggest speaking with our Telstra Platinum team. 

They're available to help with devices, home tech & software. Please be aware that there's a cost involved for it however we’ll only charge you if we fix it. You can find more information about this service here 

 

Please let us know how you go.

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Kurgs
Level 2: Rookie

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Current fix: Telstra has replaced the SmartGen modem (as still under warranty).

 

The tech that attended also advised he had seen this issue previously and that sometimes a modem replacement has helped in resolving.

 

Fingers crossed that I am not 'searching' again tomorrow morning.

 

Shannon, in all fairness, whilst I appreciate the referral to Platinum this is not an issue with the how-to of pairing or even basic user knowledge, this is a recurring handset/modem issue where one or the other (likely the modem) is either disconnecting or dropping the handset session.

 

If there was an option to extract log files from the modem the cause might be clearer, but in reality, this would likely still only be resolved by either a firmware change on the modem or possibly SW on the handset(s).

 

Ultimately however unless the back of house support and product teams actually acknowledge the issue exists and look to actually identify, resolve and patch for same then most customers would be left with either; constant power resets of the modem (almost daily in my case) or refunding the handsets themselves and sourcing some other alternative.

 

Either scenario disappointing given Telstra provides for a DECT solution warrantied as fully compatible with their modems).

 

Anyway, fingers crossed this new modem resolves the issue. (Will try and remember to update the thread as Y/N).

Level 22: Superhuman

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Started in error.

A "Like" is always appreciated. If my advice is a solution, please mark it. I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. One of my mottos: "Believe in yourself, and you can accomplish anything".
Kurgs
Level 2: Rookie

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Ah well I had hopes. Made it a full 36 hours. Unfortunately around 7 this morning, handsets went back into searching mode (about an hour after a call was received) and have had had to restart the modem yet again.

 

Looks like I may just have to start turning it on and off every morning, in the hopes that I can get 24 hours of out each session.

 

Sigh..............

Support Team
Support Team

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Oh no, I apologise this issue has returned this morning. If you wished to have this escalated submit a complaint online here https://tel.st/z2bbf and reply to me with the reference number. I will use it to contact complaints and have a case manager assigned to follow this up with you ASAP and see if there is any way around this issue. At the moment you should hear from a case manager within 5 business days to follow up. 
 

Thank you.

 - Ryan

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Mappy
Level 3: Gumshoe

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

This seems to be a pretty widespread failure. I and many others have complained about it in various posts.

See https://crowdsupport.telstra.com.au/t5/Modems-Hardware/T-Voice-503-handsets-and-Telstra-Smart-modem-...

https://crowdsupport.telstra.com.au/t5/Modems-Hardware/Smart-Modem-Gen-2-DECT/td-p/832430

 

My installation uses a Technicolor DJA0231 gateway paired with three Telstra T-Voice-503 DECT handsets.
Both the gateway and handsets are said to be compatible with the DECT specification CATiq 2.0. This implies that they should be inter-operable with other devices that meet the CATiq 2.0 specs.
Like you I've had the gateway for many months and initially there were no problems with the DECT 503 handsets.
It is only recently that the problem started. The dropouts occur at random intervals sometimes less than a day and at times they functioned normally for up to two days.
Complaints to Telstra call centre 1800 834 273 have proven to be pretty fruitless as you can't get through to a technician with DECT know-how. The best they can come up with is to have the 503 handsets checked out at a Telstra shop. For all three phone to fail in the same way at the same time would indeed be a rarity and very unlikely.
I've lodged a written complaint but it hasn't progressed very far. A tech person with an indian accent rang after a week and informed me that my modem wasn't compatible with the T-Voice-503. When I told her that the handset worked for a number of months without any issues and that many other users had the same problem. I was informed she would pass it on to a higher level and that she would get back to me.
So far after a week I've not had any feedback as yet.

 

Current Firmware version running in the gateway is 18.1c-0347-350-RC

 

Handset version is TelstraCATiqH6886 Checking the handset version and selecting upgrade, comes back with SW up to date.

 

I have no issues with my broadband internet connection nor with an analog phone connected to the ATA analog telephone adater (green port) on the gateway. Apart from the DECT problem I'm generally happy with the gateway's operation. Broadband connection is solid only reverted to 4G on a couple of occasions in eight months. WiFi performance is very good.

As I write this my 503 phones have been working for 3 days and 19 hours since the last reboot a record under current circumstances. I'm starting to be slightly optimistic that maybe Telstra has started to investigate this issue although I note the firmware version hasn't changed.

Lets hope if enough users complain it gets elevated to a higher level and something gets done.

 

Mappy

Mappy
Level 3: Gumshoe

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Got my hopes up as the DECT handsets worked without fail for over six days.
But alas they went down again today with the same problem. Lost data synch.
This time instead of doing a reboot. I went in to the gateways (Web GUI) interface and selected.

Advance
Telephony
Paging Handsets

After some delay all the handsets started to ring, then when I stopped the handset ringing they started to data synch.
Then magically normal DECT operation was restored. No gateway reboot was necessary.

 

I also noted but don't know if this is related to this handset apparent data synch issue.
The handsets DECT master clock on all my phones seems to default to the handsets.
I can't seem to be able to make the base to become the synch master clock.
Each time I select the base and save the selection it reverts back to the handset.

Can anyone shed any light on this DECT data synchronization, should it ideally come from the base and not from each individual handset?

 

Mappy

Kurgs
Level 2: Rookie

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

I have logged a complaint/fault ref the above link (from RyanH) though I do have an open ticket with service (which I have included on that ticket).

I have continued trying other settings from the handsets (via the advanced menu) but unfortunately nothing seems to be helping. I am averaging a modem reset basically daily at the moment.

 

I will continue working on for the moment, though have also started looking at some of the 3rd party handsets that are available - though trying to identify options that  have their own base and do not require any specific pairing with the modem. (Will just mean using the existing analogue connections to provide the independent base with dial tone).

Support Team
Support Team

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Hi @Kurgs

 

Thanks for letting us know although I am sorry to hear you're continuing to experiencing trouble. .

 

I'm confident that the assigned case manager will do what they can to help assist you. 

 

With complaints, while you can expect contact as soon as possible, this does usually occur within 5 business days after they are raised. 

 

If for some reason you do not hear anything within this time & would like us to follow up with the team, to request contact on your behalf, please let us know & respond with your complaint reference number.These look similar to SR 1-XXXXXXXXXXXXX.

 

We appreciate your patience & apologise for any inconvenience in the meantime.

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Mappy
Level 3: Gumshoe

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Hi ShannonD  (Support Team)

 

Thanks for your response. My initial complaint dated 29/07/2019 reference number was SR1-2-141939653391.
After a week a Telstra person rang to discuss my issues with T503 handsets and DJA0231 Gateway.
She couldn't resolve the problem but advised me it would be raised to a higher level. Said she would get back to me indue course. That was two weeks ago haven't heard anymore since.  If you have any news on what is happening to resolve this issue please let us know.

 

Regards Mappy

Support Team
Support Team

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Thanks @Mappy

 

From what I can see, the complaint is still open which means we are working on this but I do apologise for any concern if you haven't received further contact from a case manager. 

 

I've followed up with the team that is managing complaints to request contact on your behalf.

 

While you can expect contact as soon as possible, this does usually occur within 2 business days. 

If for some reason you haven't heard something by close of business Wednesday, please let me know here.

____________________

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Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out

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Kurgs
Level 2: Rookie

Re: T Voice 503 and SmartGen2 Modem - lost connection & DECT 'searching' for base

Som possible good news

 

i understand there is a firmware update scheduled that may address this. Fingers crossed it all works Smiley Happy

 

i have ave also Noted a number of instances where calls fail due to the handsets going into data sync (also likely associated with the searching/modem).

 

Anyways will let that firmware update hit and see how we go after that.

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