Person at far end hears echo

[cornwer]

Several of the people I have called on my Broadband Voice line have complained of hearing an echo, which has been so bad that I have had to terminate the call and ring again using an analogue line. It is, of course, possible that others have the same experience but have been too polite to mention it.

I've checked this forum, the troubleshooting guides and also googled it, and what I'm reading tells me what to do if I hear the echo. But everything seems fine to me, it's the person I have called who has this problem. As far as I know they have all had either an analogue phone or a mobile.

Any suggestions about how I might fix this?

[Nuncamas]

Hi Roger, It may have to do with the firmware running on your router.

What router do you have? The silver and black BT 2700 HGV?

If it is there is a fix I am aware of.

Ciao

[cornwer]

Yes, that's the one. The information linked from the router home page says
Model: BT2700HGV
Serial Number: 490601039199
Hardware Version: 2701-100588-005
Software Version: 5.29.117.6

However when I click on 'View available upgrades and options' it says:
Current Software Version: 5.29.107.19
No Upgrade Available
Your system has the latest software version available. Please check back later.
which seems to contradict the summary, in that the current software version has moved on from .6 to .19

So thanks for the information Taron, and please tell me more about this fix ...

[Nuncamas]

Hello Roger,

You would not hear echo on your end but the far end would.

Just to check, have you tried rebooting the router. That's the recommendation in the faq.

Please let us know if the reboot solves it, either way I think we can solve this problem on Monday morning.

T.

[cornwer]

Thanks T, The problem is now resolved. Just so everyone else knows what happened... I had a phone call from yourselves on Monday and after a brief conversation you promised a call from 2wire (the router manufacturers) on Tuesday. This duly happened and they applied a fix remotely to the router which seems to have fixed the problem.

So a big thank you for that, coupled with a nagging feeling about the security implications of somebody being able to modify the software remotely. I presume (and hope) that it was because I told him the serial number of my router that he was able to update it?

Message Edited by cornwer on 10-24-2007 11:53 AM

[marc]

Roger, The 2wire routers automatically communicate with a server at 2wire to make them easy to maintain in the event of a problem. The only people who can communicate with your router are 2wire themselves or qualified representatives (i.e. BT Network Specialists) so no need to worry about security here.

[RobSmith]

I have this exact problem.

I am running a 2700HGV router as it has all the features I want but an echo I do not.

I am running my small business from home and have BT business essentials package, BT web hosting, BT router, BT phones and I still have an appauling echo problem and sometimes get cut off and also a buzzing on the line but the buzzing I can live with.

The wiring is all good shielded twisted pair cable and not near electronic devices etc.

I have phoned BT about this problem several times.

The stupid answer I get is that because my incoming line is a residential line I do not get business priveledges when it comes to support like you have recieved from 2 wire.   I am a business running from home. There is nothing I can do about it being a residential bit of wire.

Please can I have the business support to get my router sorted so I do not have the echo problem.

I am getting very frustrated as I have replaced the phones, wiring, router (twice) and it appears to be a known problem that I can do nothing about myself but BT should....please.

Rob

[cornwer]

Rob,

Like you I had a BT residential line (in fact I had two, a hang-over from the days when I was on a dial-up connection) but I changed to a BT business line. This was all done via paperwork and I still have the same wire connecting me to the exchange and the same phone number. The reason I did it was to get the faster response and better support that comes with a business line. Yes, it costs more (though in my case I saved by cancelling the second residential line and using the VoIP instead) but my view was that the business depends on having the telephone and broadband access and the extra was worth it.

So when you say

---

@RobSmith wrote:
[...]

The stupid answer I get is that because my incoming line is a residential line I do not get business priveledges when it comes to support like you have recieved from 2 wire.   I am a business running from home. There is nothing I can do about it being a residential bit of wire.[...]

---

that's not actually the case. You can upgrade your service to a business one and keep your existing phone number. And then get the business support that you want. The extra cost is only a few pounds a month. 

The downside that I had not expected was that I had registered with the Telephone Preference Service not to receive telephone spam, and that started again. Plus I get calls from people wanting to sell me business services.

Roger 

[Saracen]

Hi Rob,

The fact that you are running a Business Broadband  on a Residential line should make no difference providing the BT Broadband is a Business service. Your problem may well be associated with a firmware issue related to the Business Hub, however if you have recently been sent a replacement router then the problem may need to be  investigated further.

I am not sure if you have been via the  Business Broadband Voice Help Desk prevoiously but they should be able to assist

(Sorry Saracean cant publicly post helpdesk numbers but I have sent RobSmith a PM with the number instead.  Thanks Craigmod)

Message Edited by craigmod on 27-03-2009 08:47 PM

Message Edited by craigmod on 27-03-2009 08:48 PM