Intermittent Crackle / garbled speech | Super Hub 4

[AJ95]

Hi everyone,

I hope your week is going well.

I wish to ask, are there any suggestions available to troubleshoot the cause of noise or garbled speech for cordless phones connected to the Virgin Super Hub 4, please? I am not using a physical phone line.

I have the 1 Gbps service and it is working perfectly. I have 2 cordless phone base stations connected to the Virgin Super Hub 4. The Super Hub 4 is in modem-only mode. Occasionally when speaking on the phones, the person on the other end can’t always hear me or I can’t hear them. It seems to occur randomly.

I suspect there is an issue with one of the phone base stations. I realise these aren’t supported by Virgin but wanted to check if there any obvious setting changes I can make before troubleshooting on my own.

Thanks in advance for any advice.

[Reece_MH]

Hi @AJ95,

Thanks for your post, and welcome back to our Community Forums.

I'm sorry to hear you're having issues with your landline. Is this happening when calling the same number, or is it from any number? Have you been able to try a different handset in the back of your router, to potentially identify where the issue is underlying?

Cheers,

[AJ95]

Hi Reece_MH,

Thank you and no worries, its not your fault.

Yes, this is happening when calling or receiving calls from any number. This is only occurring with the 3rd party BT 8600 Advanced Call Block Quad phones. It is not occurring when using the Virgin Media provided Siemens Gigaset AS220 DECT phone.

I was just wondering if there are any settings I can change or if I simply need to troubleshoot this on my own?

Thanks again.

[Nathan_B]

Thanks for confirming that @AJ95, this certainly is something that can be checked for you. Before this is done I would recommend checking checking our service page here to see if this is due to any known area issues. You can also run a fault test with the equipment to see if this helps.

If that does not help, it would be best to check our landline support page here to see if there is anything there that can help to resolve this.

If you still need support with this after doing these checks, let us know and we will be happy to help further.

Regards

Nathan

[AJ95]

Hi Nathan_B,

Sorry for not responding sooner. At this time, they are no known issues in my area. For some reason the button to run the fault test is visible but nothing happens when I click it (I have tried multiple web browsers). Is this a check that can be run from your side e.g. if I call Virgin Support?

Full disclosure, I am not based in the UK and I don’t have a physical phone line, it is provided instead over the fibre connection. I am based in the Republic of Ireland. I will change the batteries in the handsets which have had the issue in the past. I’ll see what difference that makes and report back. The batteries are only about 1 year old.

Thanks again for your help.

[Ilyas_Y]

Hi @AJ95 thanks for reply on the forums 🙂

I'm sorry to hear that the issues haven't been rectified still.
I will assist you further and run some checks on your system.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[AJ95]

Hi Ilyas,

I have responded to your PM. Sorry for the delay and thanks for your help.

[Ilyas_Y]

Hey @AJ95, thanks for the update on the forums 🙂

I will reply shortly and continue our discussion there.

Kind regards,
Ilyas.

[AJ95]

Hi Ilyas_Y,

You're welcome. I m not sure if you received my response to your PM. I am not seeing it in the Sent Items. I am happy to re-send if you did not receive it. Thanks again.

[Ilyas_Y]

Hey there @AJ95.

Unfortunately nothing has come through 😞
If you are able to send it again please and it will show on my end 🙂

Kind regards,
Ilyas.