Answer machine not working

[Martin3780]

We moved to Fibre 150 in November last year and we connected our landline DECT phone as instructed. We have the Eero & Grandstream hardware and  BT cordless phones with an answering machine. It all seemed to work OK. We can call out and receive calls OK. BUT now we have discovered that external callers cannot leave a message on our answering machine. The call is answered and the outgoing message is played OK, but the caller does not hear the tone to invite them to leave a message and they immediately get cut off.

I'm wondering if the answering machine's tone signals something to Digital Voice that triggers it to cut the call off.

Has anyone come across this? and is there a work around?

Thanks.

[Martin3780]

Michelle, Thanks! I look forward to hearing the response.

[Michelle-TalkTalk]

Hi Martin,

Thanks for confirming. I've asked my colleague from our Devices Team if he has ever come across this before and I'll post back as soon as I receive a reply.

Michelle

[Martin3780]

Thanks everyone! The answer machine has three settings : Off; Answer only; Answer with ability to leave a message. It's currently set on the last option.

There is only one thing plugged into the phone adapter. This is the DECT base station for a set of 3 cordless phones. The base station has the built-in answermachine. So there is nothing else we can unplug.

I've been googling and some people find their answer machines work normally, and some do not. It seems some customers of most ISPs are having this problem with digital voice. There seems to be no pattern. There is some discussion about certain ISP's digital voice systems have a problem detecting an "end-of-call", which (apparently) has an effect on answer machines. So far I have found no new things to try.

[Michelle-TalkTalk]

Hi Martin,

Does your phone have multiple handsets connected? Does it also happen with just the one handset connected to the digital voice adapter?

Michelle

[fr8ys]

Try reducing the ring times and check that answerphone mode, not answer calls only, is turned on.

[Martin3780]

Thanks for your reply and helpful suggestions. We do not have TT's voicemail system turned on, and we have never used it simply because we have our own answer machine. So sadly that is not the cause of our problem. I will try to hunt for a specific solution for our type of phone, but I am not hopeful.

[fr8ys]

Hi,

A quick Google search shows this to be a common problem and usually associated with another voicemail service from the phone provider.

Reducing the number of rings on your answer phone may work.

Do you have a TalkTalk voicemail set up? Maybe worth turning this off, or, as BT customers can do increase the time before it kicks in (I don't know if this is possible with TalkTalk).

Failing that try a Google search with your issue and phone model. You may find a solution.

Hope this helps