lint2015
Level 2: Rookie

Telstra NBN landline rings for only 5 seconds

Answered

We've been having an issue with our landline, for some reason it's decided to only ring for five seconds before sending the call to MessageBank, leaving no time to answer any calls.

 

The equipment we have are:

Router - Telstra Smart Modem Gen 2

DECT Phones - Telstra T-Voice 503

 

I have tried extending the number of rings by dialing *9955# to set it to 55 seconds, but it has no effect on the number of rings.

 

I have also tried disabling MessageBank by dialing #99#, but it still only rings for five seconds before the caller gets a busy tone (rather than sending them to MessageBank).

 

Any suggestions?

1 ACCEPTED SOLUTION

Accepted Solutions
lint2015
Level 2: Rookie
Accepted Solution

Re: Telstra NBN landline rings for only 5 seconds

Hi all, thanks for your replies.

 

Dowser - yes, no combination of seconds in 5 sec increments put into *99__# did anything, despite having the indication that the change was accepted.

 

cf4 - yes, there is a regular analogue phone connected to the green Phone port. It wasn't the culprit though as the issue persisted even with that unplugged.

 

I've since resolved the issue though. For anyone else who might run into this problem, the issue for me was the DECT phones. Although I didn't find any settings on them to set time to ring, as soon as I unregistered all the DECT phones, it would ring for the time I specified when dialing *99__#. I then re-registered them one at a time and it has continued to respect the correct time to ring for.

 

Solution: Unregister the DECT phones from the router, test if the problem is fixed, then register them again, one at a time, each time testing that the problem does not reoccur.

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8 REPLIES 8
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Telstra NBN landline rings for only 5 seconds

Try setting the ring time to 30 seconds by dialling *9930# and listen for a few seconds to hear if you get indication that the change was accepted.

Then test it.

 

 

If that does not work then you will have to contact Telstra Support.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra NBN landline rings for only 5 seconds

Do you have anything connected to modem's PSTN or green phone port?

lint2015
Level 2: Rookie
Accepted Solution

Re: Telstra NBN landline rings for only 5 seconds

Hi all, thanks for your replies.

 

Dowser - yes, no combination of seconds in 5 sec increments put into *99__# did anything, despite having the indication that the change was accepted.

 

cf4 - yes, there is a regular analogue phone connected to the green Phone port. It wasn't the culprit though as the issue persisted even with that unplugged.

 

I've since resolved the issue though. For anyone else who might run into this problem, the issue for me was the DECT phones. Although I didn't find any settings on them to set time to ring, as soon as I unregistered all the DECT phones, it would ring for the time I specified when dialing *99__#. I then re-registered them one at a time and it has continued to respect the correct time to ring for.

 

Solution: Unregister the DECT phones from the router, test if the problem is fixed, then register them again, one at a time, each time testing that the problem does not reoccur.

View solution in original post

Dowser
Level 21: Augmented
Level 21: Augmented

Re: Telstra NBN landline rings for only 5 seconds

Thanks for informing of resolution.

popybear
Level 1: Cadet

Re: Telstra NBN landline rings for only 5 seconds

Latest information as of 21/05/2021:

Recently applied modem update (oops) causes this problem. Is being worked on. Update will be pushed out when done. In the meantime, run faster to answer the phone. Or get caller to phone again immediately by which time you're right next to it. ;-)

Dowser
Level 21: Augmented
Level 21: Augmented

Re: Telstra NBN landline rings for only 5 seconds

Does your previously mentioned solution still work?.

lint2015
Level 2: Rookie

Re: Telstra NBN landline rings for only 5 seconds

Thanks for this information. I have noticed the issue reoccurs after a while requiring the handsets to be unregistered and re-registered again. I've unregistered them for the time being, hopefully the firmware issue is resolved soon.

popybear
Level 1: Cadet

Re: Telstra NBN landline rings for only 5 seconds

Running faster is hardly a solution to a serious bug in network software. Really sorry for my obscure and inappropriate sense of humour. I thought Telstra would have solved the problem by now. Not so.

Just to reiterate the problem: Callers hear between 4 to 5 rings and then busy tone if the call is not answered within that time. The receiver typically wonders why the phone stopped ringing - scammer perhaps? Most people do not willingly test their sanity by ringing Telstra faults to repost a problem even if they recognise there is one. But the very serious issue for older people, who tend to be technophobic anyway and thus may not have a backup mobile phone, is that the caller may think something awful has happened to their elderly friend or relative.

But in my opinion, this fairly long-standing (I suspect a month at least) bug has serious consequences. It is not a minor irritation. I think Telstra's fault reporting procedures and software engineers have dropped the ball on this one.

Here is latest information following yet another two calls I undertook today (25th May) each lasting an hour, is that the bug has (at last) been elevated to Level 3, I believe top priority. Contrary to my previous report about modem firmware, it is neither a modem nor DECT phone nor standard handset problem. Rebooting the modem is timewasting and useless. The way to check your own landline phone connection and thus where a problem lies is to try modifying the ring timeout setting with *99xx# where xx is a number greater than 30 in 5 second increments, e.g., 45.. (Enter the code when online into your landline phone.) If the automated response is "unsuccessful", then the fault is NOT user fixable. If it works then breathe a sigh of relief that you do not need to ring Telstra.

I hope this lengthy (irritated) account helps. Call Telstra 132200 and do NOT allow any low-level operator to fob you off with platitudes. Escalate to a supervisor. Get a fault ID. It is a network bug. Cheers to all.

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