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8 Messages

Tue, Jun 23, 2020 4:47 AM

Have a VOIP setup on home phone, not happy, would a new phone improve? More and more people say I called, but never got through. Not good.

Hello. 

 

My father passed in late September. When AT&T found out, they were not happy, and made us close out any account connected to him and open new ones under Mom's name.  For some reason, the only way our home account would transfer is if we went to VOIP.  We could use our old phone, a corded landline with a satellite for Mom's room. She has neuropathy with balance problems, etc., so walking is sometimes difficult and slow for her.  Her rushing to get to the phone was not a good idea. 

 

Unfortunately, from then on our home and cell service has gone downhill.  Several people have complained that the phones rang and rang unanswered, or they left a message and it never showed up or showed up a day plus late on our phones. Today I talked to a lady that called to confirm an appointment for tomorrow morning, the landline ran my usual message for incoming calls - came through on the phone's speaker - and then the phone hung up on her.  She called my cell phone immediately after, so we confirmed the appointment, but again, not good. 

 

AT&T always says to reset the phone's router, and if that doesn't work, then sorry. Nothing else to be done. We've had techs come out, but they've basically moved us from one set of lines to another, and at least once, I think, back again. 

 

Mom complains because she wants to answer the phone immediately, and can't get to it before the answering machine picks up. I have a long outgoing message, and I think that's more a phone setting than a VOIP one. My folks and I have always had a running argument about phone etiquette.  They were born before party lines, so I've heard some interesting stories :). 

 

Seriously, would it help to get a new phone at home? Our current one is a vtech, a few years old, but I would think still good. I wish we could go back to POTS, but that doesn't seem to be an option.  

 

Is there anything else I can try? Since I have the same problem with my cell phone, which is not AT&T, should I get a new cell phone?  I thought since both phones are having the same problems, maybe it's a service issue after all? Where do I go from here if it is? 

 

Tired and frustrated - thanks for any help, 

Theresa

Responses

spoom2

ACE - Master

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7.9K Messages

2 months ago

The fact you've been switched to a digital service has nothing to do with your cell service.  Since you're using the phones answering machine have you verified the phone company voicemail is turned off?  Have you set your answering machines ring to answer out so it takes more time before it goes to the machine? An answering machine is suppose to hang up after a message is left or after a set amount of time of silence.   A no ring problem on digital service can usually be corrected by resetting the modem, if it doesn't you may have a defective modem and they should replace it.  This sounds more like a issue with the way it's set up and you probably have the phone company's voicemail on also. 

(edited)

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

Hi Spoom2,  thanks for the reply.  

 

As far as I know, the AT&T voicemail at home has been turned off. I will check that. 

 

The answering machine is digital and built into the phone.  It's the same phone system we had with the POTS, a corded landline in the living room, and a single satellite for Mom's bedroom. 

 

I'll find the phone manual and check the number of rings. I think there's a certain number of presets allowed. 

 

You're saying I should set the phone to allow only enough rings that the AT&T voice mailbox would not pick up, if it was operating, correct? 

 

I thought that's what I had done, but I might be wrong. I will make sure to read very carefully.  

 

The setup works often, just not all the time.  Unfortunately, it has problems when we need it most, hence the tech visits last year. 

 

Thank you, 

Theresa 

Brand User
ATTHelp

Community Support

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128K Messages

2 months ago

Good Morning @tramseyer,

 

Not being able to use your home phone can be stressful, but we are here to help.

 

You mentioned that a technician was scheduled to come out. Please let us know if they were able to resolve the phone issue or what they found out.

 

Here is a great article to assist you with making sure the Digital phone service is working.

 

Some steps that you can try:

 

  • Check that all cords and wires are secure and damage-free.
  • If you have more than one telephone in the home, try another handset to see if you get a dial tone.
  • Restart your Wi-Fi gateway by removing the power cord for ten seconds, and then plug it back.
  • Plug your phone directly into the back of the Wi-Fi gateway, as shown in the picture below, to see if any possible issues with the inside wiring.

 

If all the steps above work and still having issues with the satellite phone portion, the phone may need to be replaced.

 

MikeB, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

Hi MikeB. 

 

There isn't a technician currently scheduled to come out. We had them out several times last year, especially before Dad passed in late September, because we needed reliability for the house phone and the internet. He was in and out of the hospital and hospice. 

 

The techs never found an issue.  At one point they connected us to lines about a block away in trying to solve the problems.  Everything would work for a while, then problems would start again. 

 

Finally, we just gave up. Our small town is noted for having phone problems with AT&T; at one point several years ago, they were considering burying all the phone lines to see if that helped. Too expensive was the rumor that went around to see why it wasn't done. 

 

We just got tired of having techs out and paying for them, only to have problems again.

 

I will study the link you sent and see what I can do. 

 

Thanks

Theresa 

 

 

 

 

spoom2

ACE - Master

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7.9K Messages

@tramseyer 

 

You're saying I should set the phone to allow only enough rings that the AT&T voice mailbox would not pick up, if it was operating, correct? 

No I'm saying turn the AT&T voicemail off.  You can do this yourself in her Myatt account using the phone features.  Than set the number of rings for the phone answering machine out far enough your mom has no trouble getting to it, most will allow 6 rings, there's a few that will allow more.

 

In your response to ATTHelp you said you had a tech out prior to your fathers passing, forget that you now have a different service.  If things go bad on the feed to you the modem will show you a loss of signal.  

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

Award for Community Excellence 2019 Achiever*
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Brand User
ATTHelp

Community Support

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128K Messages

Thank for you for the great information and feedback @skeeterintexas

 

If you are still having any technical issues after recommended steps, please let know so we can further assist

 

MikeB, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

ACE - Expert

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15K Messages

2 months ago

Maybe I missed this part, but does your mom use a cordless phone?

 

I have VOIP and have fallen in love with my AT&T phone with 4 handsets, voice caller ID, an answering system and 3 charging bases.  It's similar to this one on Amazon.

 

Having multiple handsets and charging bases allows the user to always have a phone nearby.  I have mine in the office, the LR, the BR and even the kitchen.  I never have to run to answer a phone call.  Besides, with the voice CID, I can be busy with something and if I don't want to answer, I don't even have to look at the phone.

 

I have the phone answer after 4 rings but if I'm on another call, the AT&T voicemail picks up.

(edited)

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

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spoom2

ACE - Master

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7.9K Messages

In this case I wouldn't recommend using your mom's set up and also keeping the phone company voicemail.  I think it would just confuse your mom. 

 

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

ACE - Expert

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15K Messages

Admittedly, checking voicemail is a P I T A.

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

Hi All, 

 

@spoom2 and @skeeterintexas, I'm sorry.  I apologize for not getting back until now.  We've had several major things come at once, and this has been pushed to the back burner. 

New Member

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8 Messages

@spoom2, the AT&T voicemail should be turned off.  Phone calls should come in, be heard/screened through the phone if we don't pick up, and go to the phone's voicemail. This works sometimes, but definitely not all the time. 

 

I give people my cell phone as a backup, but it doesn't always get calls or voicemails either.  Sometimes I get voicemails up to a day later from when they're sent. Sometimes I get texts and calls on my cell phone and the corresponding sound never went off. It's embarrassing and has gotten us into trouble a few times. That was why I wondered if there was a service problem that covered everything. 

 

I will check again today (7/5), to make sure the AT&T voicemail is turned off, and go through the steps on the page I was linked to. 

 

New Member

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8 Messages

@skeeterintexas  We have a corded phone on a stand next to the wall between the living room and dining room. It's on the living room side. That stand holds the phone and the modem for the phone.  The modem for the broadband internet is across the living room on Mom's sewing machine table; her machine fits down into the table creating a smooth surface. The air conditioner and window is next to that table on the right as you're facing it, the wall between the living room and the kitchen is on the left as you're facing it. 

 

We have one satellite, in Mom's room, currently next to the television on her dresser. It usually works well for her there. 

 

We have talked about getting another satellite for maybe the main bathroom, but usually her cell phone is plugged in there. She feels that's enough. When Dad was alive and able, we talked about putting one in his mancave, but that never came about. 

 

So we have one corded phone with a single satellite. 

 

She and Dad both grew up first without phones, and then party lines, and so on. It frustrates and upsets her sometimes that she can't move as fast as she wants to and answer the phone before voicemail picks it up.  Unfortunately, that's a fact of life. I can't help her too much there. :(. 

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