CrowdSupport®
Motco
Level 2: Rookie

T-Voice not picking up calls on iPhone

I'm looking for a solution to get the T-Voice app to work as intended with an iPhone.

There are two issues: (i) T-Voice is not activated by an incoming call when the iPhone is on standby with the lock screen and (ii) Outgoing calls drop out within a minute.

The only time an incoming call is detected if the T-Voice app is showing. Calls missed when the lockscreen is on are logged as missed calls.

Equipment and OS: iPhone SE and iPhone 7, both using iOS 10.2.1. The same behaviour occurs with both iPhones

Telstra Gateway: TG797n v3

T-Voice app: ver 2.5

The following have been tried:

  • T-Gateway has been switched off and restarted
  • T-Gateway has been reset
  • WiFi assist on the iPhones has been switched off
  • Reset network settings on iPhone
  • Used 'Forget this network setting' on the iPhone and re-established the WiFi connection
  • For the iPhone notifications section for T-Voice, Allow Notifications is ON as well as Show in Notification Centre, Sounds, Badge App Icon and Show on Lock Screen. The Alert style when unlocked is set to Banner
  • All options are set to ON under the app settings for T-Voice
  • Deleted T-Voice app and reinstalled
  • Re-booted iPhone

Using the Telstra WiFi maximiser app, it reports 5 star for WiFi quality and Internet quality as 5 star. Connected to NBN.

 

Any suggestions as to what to modify to get T-Voice to work? I'd really like a solution.

Thanks

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20 REPLIES 20
Telstra (Retired)
Telstra (Retired)

Re: T-Voice not picking up calls on iPhone

Hi Motco, 

 

Thanks for contacting us about the T-Voice app. You should be able to see a banner when someone calls and the screen is in an app or locked. 

 

https://www.telstra.com.au/support/category/home-phone/user-guides/how-do-i-use-the-telstra-t-voice-...

 

Sounds like some settings have not been set up fully. Please chat to our team here  http://tel.st/gq6m and we can check on these for you. 

 

Let me know if you have any trouble.

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Motco
Level 2: Rookie

Re: T-Voice not picking up calls on iPhone

Thanks Ian. The banner notification of an incoming call with the lock screen showing was what I expected but am not seeing. I should have added that Background App Refresh for T-Voice is set to on as well. I'd seen the user guide previously but the information provided hasn't solved the issue. I'll follow up with the 24x7 site.

From previous posts and elsewhere, (see user reviews on iTunes app store) the experience I've noted is by no means unique, which suggests that there is some instability/incompatibility with the app. It would be good if this was fixed in some way.

Telstra (Retired)
Telstra (Retired)

Re: T-Voice not picking up calls on iPhone

I'll also pass this on to the app developers so we can check if this is affecting multiple users and possible fixes in the next update. 

 

 

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Motco
Level 2: Rookie

Re: T-Voice not picking up calls on iPhone

Hi Ian

I'm not getting far with this. I used the 24/7 link you recommended, but got no help as none of the operators were familar with the T-Voice. Have a look at the transcript below. The last operator called with the intention of connecting me to a product specialist, which they did. I was on hold for just over 40 minutes and had the call answered. The operator however didn't know what the T-Voice application was and then hung up. Not Telstra's finest moment in customer service. Suggestions on how to proceed??

 

Chat Transcript

info: Thank you for choosing Telstra 24x7 Live Chat. A representative will be with you shortly. At the conclusion of your chat please take a few moments to give us some feedback on your experience today.

info: You are now chatting with Pamela.

Motco: Hi, I'm unable to get the T-Voice app to work as intended. With the lock screen on with an iPhone, the app doesn't pick up incoming calls.

Pamela: Hi  Motco, Welcome to Bigpond Chat Support. I hope you are doing great! Im Pam. How can I help you?

 

Pamela:

Thanks Motco, is this on your postpaid mobile service?

 

Motco: Yes

Pamela:

 

I appreciate your full cooperation. Before I endorse you over to the correct department, I hope you can help me with listed first and last name / Telstra phone or mobile or account number / date of birth / email address so that I can prepare your profile for my colleague.

 

Motco: *****, ******, ******

Pamela:

Thanks, let me connect you now to our PostPaid Team

 

Motco: Thanks

info: Please wait while your chat is transferred to the appropriate group.

info: You are now chatting with Narendra.

Motco: Hi, I'm unable to get the T-Voice app to work as intended. With the lock screen on with an iPhone, the app doesn't pick up incoming calls. For a summary, see the comments made on the Crowdsupport website: https://crowdsupport.telstra.com.au/t5/Telstra-T-Voice/T-Voice-not-picking-up-calls-on-iPhone/td-p/6...

Narendra: Hi, Motco. I have just gone through chat.

Motco: OK

Narendra:

I am sorry to inform that I am not the specialist in this product as I am from Sales team.

 

I do want you to get the best possible solution today, if you have the time, I can get you through to a specialist now.

Will this be okay?

 

Motco: Please do

info: Please wait while your chat is transferred to the appropriate group.

info: You are now chatting with Christine Mae.

Motco: Hi Christine, see summary below: I'm unable to get the T-Voice app to work as intended. With the lock screen on with an iPhone, the app doesn't pick up incoming calls. For a summary, see the comments made on the Crowdsupport website: https://crowdsupport.telstra.com.au/t5/Telstra-T-Voice/T-Voice-not-picking-up-calls-on-iPhone/td-p/6...

Christine Mae:

Hello Motco.

 

Motco: Hi

Christine Mae:

I understand that you have an equiry about T-voice app?

 

Motco: Yes, please see summary about the issue and the link I provided. This will give you a basis on which to start.

Christine Mae: I have read that, sorry you got misrouted.

 

I'll be needing to connect you over to our Mobile Experts to assist you further. You don't have to repeat yourself since they will be able to read our conversation. Please stay online.

info: Please wait while your chat is transferred to the appropriate group.

info: You are now chatting with Karlos.

Karlos: Hi there! Please give me a moment to read your previous chat.

 

Karlos:

Just a friendly reminder, to avoid disconnection of our chat session - please don't click the maximize button in the chat box and unmute the chat by clicking the plus sign (+) button on the left side for the option.

 

Motco: Ok

Karlos:

I can see that you would like assistance about T-Voice app. Can you please tell me more about this app you are referring to? Thanks.

 

Motco: This is a Telstra app available from the iTunes app store. The app enables incoming calls through a T-Gateway modem to be picked up using an iPhone.

Karlos:

Thanks. Hold on please.

 

Motoc: OK

Karlos:

Thanks for waiting. Just to clarify this t-voice app is associated to your fixed line service right?

 

Motoc: That's right. We have an NBN connection, that is interfaced with a Telstra T-Gateway wireless modem

Karlos:

Got it. We have a dedicated team who handles your concern however we can reach them over the phone. Do you have a contact number that I can call so I can connect you over the phone?

 

Motco: ***** would be the best number

Karlos:

Great, hold on.

 

Karlos:

Just loading up my tool to make outgoing call, hold on..

 

Motco: OK

 

Motco
Level 2: Rookie

Re: T-Voice not picking up calls on iPhone

Hi Ian

Just one last observation in what increasingly seems like a lost cause. When double clicking the home button on the iPhone this shows the apps running in the background. Flicking through to the T-Voice app it shows the app but with an error message which says "Calling Disabled. Reconnecting with the Telstra Gateway". I've followed the advice in the T-Voice FAQ about this, but it makes no difference. Everytime I look at the app in the way described, it has the same message. From this one might deduce that as soon as the app goes to background, it loses connection with the T-Gateway. Unless advised otherwise, this looks like a software bug.

ParadiseWarrior
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

I've been experiencing similar issues since version 2.5 of the Telstra T-Voice iOS app was released. This feature was the sole reason that I decided to use the Gateway Max over another router, it's a little disappointing now that I've become used to the functionality.

 

Symptoms
Apple iOS devices no longer show incoming call notifications at all (that's my main use for the app). The app also appears to lose connection to the gateway when it is sent to the background manually or by the lock screen. Screenshot

 

Devices

  • Gateway Max (Technicolor TG799vac, firmware: 15.53.6886-510-RF)
  • Android-based Lenovo TAB 2 A7-20: Receives call notifications perfectly fine locked and in the background.
  • iPad Pro 12": No call notifications displayed unless unlocked and the app frontmost. (iOS 10.3.1)
  • iPhone 5s + Apple Watch Series 2: No call notifications displayed unless unlocked and the app frontmost. (iOS 10.3.1)

Troubleshooting

  • Full access to permissions / notifications / background refresh always enabled. Screenshots
  • Gateway Max reset to factory default.
  • Network settings reset and a restart for both iOS devices.
  • T-voice app removed, devices restarted and app reinstalled. Full access to permissions granted.
  • Bluetooth was always disabled for the iPad.
  • Wi-fi assist was always disabled for the iPhone.
  • Tried both 2.4 GHz and 5 GHz wifi bands.
  • Tried manually changing the wifi channels used for both bands.

It does seem to be an issue with the iOS app and not my network because the android app works as intended. I'm out of ideas to solve the issue myself.

Duderino
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

Same problems here with T-Voice no longer ringing or posting banner alerts on our iPhones or iPads.  Connection the the gateway is fine - Running Gateway Max2 on NBN (HFC)   Annoying since the phone is in the study next to the gateway whereas our iPads or phones are always near at hand and T-voice meant to be the prime way we answered landline calls.

 

Cheers Jason

Lev01
Level 2: Rookie

Re: T-Voice not picking up calls on iPhone

Same problem here with the new Frontier Gateway. Connected iPhone 7 Plus and IPhone 6S. Both would only ring when App was open. I can see the same message indicating the Gatway is reconnecting when you re open the App. We don't get any banners or other functionality described for T Voice operation. Guess we will wait for an update
db0984
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

Do we have a date when this is due to be fixed?
I'm also experiencing the same issue.
Telstra (Retired)
Telstra (Retired)

Re: T-Voice not picking up calls on iPhone

I have raised this problem with our Development Team.

After some investigation, we have found that the problem relates to expired certificates that are held by the modem.

We intend to have this resolved with a firmware update that is due to be released soon (specific date of release is not available at the moment)

 

I apologise for the trouble you are having.

We are certainly aware of the problem and are working to resolve.

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DerekA
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

I also have this problem of  my IPhone 6 not registering or notifying of incoming calls when the screen is locked, when double clicking the home button to reveal the TVoice app it shows that Calling disabled , reconnecting with the Telstra gateway only when you open the app does it reconnect.  

 

When end will the new gateway firmware be available and how to I update my gateway to fix this problem?

Telstra (Retired)
Telstra (Retired)

Re: T-Voice not picking up calls on iPhone

@DerekA

Welcome to CrowdSupport.

 

There's no work just yet on the new Firmware.

When this is available, you don't need to do anything, Your modem will automatically update to the new version when it's rolled out.

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DerekA
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

So that makes the T Voice app useless until the new firmware is rolled out which is see from the tread of this issue has been happening for several months now?

ParadiseWarrior
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

Thanks to the staff responsible for working on these issues. My problem was resolved very early this morning when my Gateway Max (TG799vac) updated automatically to firmware 16.3. Thanks again.

Lev01
Level 2: Rookie

Re: T-Voice not picking up calls on iPhone

Hi,

No good here ParadiseWarrior. I have the Gateway Frontier and my IPhone 7 still shows Calling Disabled when the app is in rhe background. I have to be physically in the app for the iPhone to ring.

Zero change for me

I share DerekA's frustrations, this has been some time now.

Regards
kirb78
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

I am unable to receive incoming calls on iphones set up with T-Voice. when is the fix due please? i have re-run setup numerous times.

drphil120
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

This problem persists for me.I have the supplied sagecom modem for NBN. Firmware is 8a.58.101.15.

 

When I switched to NBN I understood our internal telephone wiring would become redundant and therefore the existing handsets would also become redundant. I agreed to changes as the supplied information stated that I would be able receive calls with the T-Voice app on my mobile phone. This is still not able to happen as we wait for the "firmware update".

 

We still used our fixed line phone a lot and our mobile use has always been low.

 

I am now paying for a service that has not been supplied as was documented. This would meet criteria for reporting to ACCC as it is an advertised service that has not been supplied.

 

My alternative is to have my home rewired, at extra cost, so existing cabling can be connected to the modem.

 

Philip Green

Telstra (Retired)
Telstra (Retired)

Re: T-Voice not picking up calls on iPhone

Hi Phillip, 

 

You may still be able to use your internal telephone wiring. Which type of NBN connection do you have? 

 

  • Fibre to the Premesis
  • Fibre to the Node
  • HFC NBN
  • Fixed Wireless

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drphil120
Level 1: Cadet

Re: T-Voice not picking up calls on iPhone

We have FTTN.

 

My understanding that is that a technician would have to re-wire where the line enters the premises.

 

Is this the case?

 

Philip

 

Support Team
Support Team

Re: T-Voice not picking up calls on iPhone

Hi drphil120,

 

That's correct, as the existing copper infrastructure is used to complete the NBN FTTN connection, if there is an issue with your phone line, we would need to get a technician to look at that existing copper line; running between your home and the node.

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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