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LineLink drops calls with 3 beeps


Just set up my LineLink a few days ago.

It regularly drops both incoming and outgoing calls after a variable amount of time, always preceded by 3 beeps.

I've checked my connection speed and quality and it meets the T-Mobile standards.

Tech Support doesn't know what's wrong.

Anyone else had this problem?  What was the solution?

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Best answer by tmo_amanda 2 May 2017, 17:23

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I've been contacted by one of the support personnel in Colorado Springs who has been told by the engineers to replace my brand-new LineLink.  I'm not going to do it.  Based on the other information in this discussion, I believe the problem to be NOT with my device.

We are also experiencing the same issue. We know the connection is good (ISP confirmed). Let us know if there is any way to resolve. Thanks.

Our calls are dropped on incoming lines as well. Calls only began dropping after the use of LineLink so it’s very doubtful it could be an ISP issue.

@tmo_amanda Not sure where we stand on this issue with the LineLink team, but I noticed some recent changes to the performance of this service. 

It has considerably been degrading;  I'm now consistently experiencing call drops in less than 4 minutes top.

This LineLink® has become totally useless. 

I've been having the same problem since March when T-Mobile went from the router to the Link-Link gadget - - - which I think is more like a cheap version of the Magic Jack.  I have DSL, and was told that it is because it fluctuates up and down, and if it's down when I'm on the call, it'll drop.  I have a good mind to just get a cheap cellular and go back to an AT&T land line, even though it wouold be a few more dollars.  My girlfriend refuses to talk to me, cause every time we're on a call, the call drops and she can't tell and talks to herself.  I had the T-Mobile router from 2008 to March 2017 and never experienced dropped calls.  This Linke-Link think really sucks.  I wish they'd go back to the router.  No problems there.  I still have the router, but they could not furnish me with a SIM card that would work with it since it no longer supports the D-Link Tmobile router.  Shame on you, TMobile!!!!!!!!!!!!

If the fix was to get rid of the 3 beeps, then yes, they've succeeded, but that doesn't resolve the main disconnect issue: OUTBOUND CALLS ARE STILL RANDOMLY DROPPED!!!!

Frankly how can  TMO engineering pretend they are fixing anything when they don't even take the time to talk and figure out what exactly is happending here ??? Two of us ( @9900dude​ ) have even offered to provide network traces to them!.....But nothing!

In the end you're suggesting to call tech care department, but those guys are powerless and totally unable to get engineering's attention. It's just a mailbox that goes nowhere.  So, no way I'm going to waste my time and their time. 

It might be *slightly* more reliable now, but I am still experiencing the same call drops with the same numbers with which I previously had problems. The only qualitative difference is that, instead of hearing three beeps, it goes straight to the busy signal that previously followed the three beeps. So I guess, in that extremely limited sense, the problem has been fixed...

Is there any better, more direct way to get in touch with the engineering department than calling 611? I don't even have any new examples, since the problems are with exactly the same numbers as before, with the same symptoms aside from the missing beeps.

Just wanted to bump this thread. I've gone through the hassle and cost of replacing my Linelink device.  Of course it didn't make any difference.

Phone calls still drop, mostly outgoing and longer than a couple of minutes.

PLEASE FIX !!!

Userlevel 4

Hmmm. Ya stumped us, @jimbabwe2! Let me see if we can get this figured out.

-What type of internet connection are you using (Cable Internet, DSL, Public WiFi, or FiOS)?

-Do you have a computer or laptop connected to the internet at home? If so, please go to www.dslreports.com/speedtest and let me know the ping, upload and download speeds along with the QoS percentage.

Once I have that info, we can take a closer look if that's the reason for the random dropped calls or if it's something else.

Finally!

And T-Mobile told me no one else but me was running into this issue. It has been going on for weeks. I've called and filed numerous tickets with customer service and "engineering" keeps coming back with NTF (No trouble found). I had to pay an RMA for a problem that wasn't mine. I knew that from the get go. So got a new unit, and bingo; same issue.  This is insane. I don't think they have a clue on how to debug this thing. I've been hitting my head against the wall with these guys. Great customer support though, but terrible engineering.  I am a former telecom engineer for a major Telco equipment manufacturer working in R&D research lab, and as such one of the very early adopters of SIP, H248/MEGACO protocols 15 years ago, so needless to say that I kind of know my way around these things.

So, I finally decided to cut the chase. I took the bull by the horns and inserted a Raspberry Pi as GW with wireshark analyzer on it to trace the problem at the protocol level. Interesting, but without more access to the software that seems to be patent protected, there isn't much I can do to nail down what is exactly going on and offer a fix.

That said, I now have some traces that capture the dropped call and ready to transfer to engineering and troubleshoot the issue. Happy to transfer the document to anyone at T-Mobile interested.  

pchevallier,

I made the technical support people aware of your post.  Hopefully, someone has contacted you so you may provide the technical data you've acquired.

I've told tech support that I don't wish to pursue replacement or troubleshooting of the device on my end, since my ISP has checked my connection and assured me of its quality.  Based on your experience, it seems to be either a device-wide issue or an issue with the software on T-Mobile's servers.

Thank you for making them aware of it. 

I agree with your approach. It's not a device issue. I had to go through this process myself and at my own expenses, to prove this point.

Just so you know, as of today, I'm still supposed to receive a follow up call from someone of customer care @TMO this week and if that happen, I will offer the traces I captured with the dropped-calls in it. It's impossible for me to go any further and troubleshoot the issue unless I get the private keys. Which they won't share with me for obvious reaons. 

To me, it's just a bug somewhere between the SW running on the Linelink device and their media gateway server at TMO (with an additional gateway platform in between that is where the bug resides IMHO), and I'd be more than happy to assist them troubleshooting this issue with their R&D.

I'm not sure this "community platform" is very useful others than realizing we have similar issues among each others but I'm hoping that the more we are to complain about this issue, the higher it will go into their priority list.

Userlevel 4

Hey, @jimbabwe2!

I'm glad @pchevallier has chimed in as we now know you're not alone in this. @pchevallier you bring up a good point that our Support Community can only do so much troubleshooting as Community Managers do not have access to file tickets or any account access for that matter. I'm going to be completely honest with the both of you. This is very much over my head but that doesn't mean that I won't work to find answers.

@pchevallier, did you receive a callback yet? If so, what was the outcome?

Do either of you have tickets filed and have the ticket number available?

Hi Amanda,

Yes, I have a ticket filed but I don't know the number.  You can check with the team in Colorado Springs.

Jim

Hey Amanda, Thanks for reaching out,

Yes, Kevin (TMO Customer Support) has been following up with me and told me once again that engineering was rejecting all responsibility for this issue. They (R&D) are pointing the finger at our ISP.

As mentioned elsewhere on this community support, I told him that I have moved to a different ISP, including using TMO LTE data network, and the exact same problem occurred.

Interestingly, the problem doesn't seem to happen when calling a number owned by TMO, which might explain why R&D hasn't seen this issue. They are probably testing against their own telco network.

Kevin has since escalated this issue internally one more time in hope they will reach out to me for help. Nothing as of today (Friday). Kevin will follow up with me one more time next week. Kudo to this customer support employee who is going above and beyond all expectations.  I would have given up and gone to a different VoIP solution by now without his support.

Userlevel 4

Thank you both for responding, @jimbabwe2 and @pchevallier. Any updates on the tickets that were filed for you?

Nope, non, nein, niet, zero, zilch, zip, nada.

I don't make any long distance calls from this line any longer anyway. Incoming calls only. Good thing I have a 50% discount rate on this service, that matches what I'm using it for in the end 😊

Userlevel 4

Ahhh! I was hoping for better news from the both of you. 😥

@jimbabwe2, I'd have to agree with you. Again, I'm far from understanding devices on the technical level that you and @pchevallier have, but from everything I've read in this thread, the device doesn't seem to be the cause. I'm going to pass this thread along to an individual that's involved with LineLink to see if we can get more eyes on the issue. That being said, there may be a point where I need to send you a PM to get a few details from each of you. If/when that becomes the case, I'll be sure to reply to the thread first so you receive a notification.

Thank you both for being so active on this thread!

@tmo_amanda, as you can see, we have one new user (@mwiner) who is experiencing the exact same issue, but I'm sure there are many more who are not taking the time to file any complaints.

I moved to my summer home with a different ISP and I still experience the exact same issue. I even collected new set of logs for TMO R&D to look at when they deem this is becoming urgent enough.

Userlevel 3

Hey all - I just wanted to touch base with you and let you know Amanda is working on this but waiting to hear back regarding any updates that we can provide.  Thank you so much for your patience, she'll report back as soon as she has news!

- Marissa

Hello Marissa - Thank you for the update.

Frankly I'm not sure about the value of your comment other than telling us "don't go away just yet", but this is dragging on for much too long now and I am about to post an article on Linkedin about this issue in the telecom equipment provider group who, I'm sure, will be interested to hear about this. I believe some members of that group are part of TMO. That's going to be interesting to get their attention that way.

Once again, I have a log file available in Wireshark format I'd be happy to provide to the engineering team so they can see by themselves the LineLink unit is NOT the cause of the problem, nor the ISP or any other customer related issue and dig into the code of the server side.

Userlevel 3

@pchevallier‌ - I understand your hesitance.   I just wanted to check in on the thread to keep it alive and advise that we're still working on it.  Amanda is trying to get information directly from the LineLink team - we can also advise them of the available logs you've collected to see if that would be of further assistance! 

- Marissa

Last Update

I received a call from tech support yesterday to inform me that engineering was not willing to follow up with me directly.


They are not interested in my findings and keep claiming this is an ISP only issue (typical finger pointing technique) and so despite that:

1 - I changed my ISP several times (including using T-Mobile LTE network to connect to the Internet !!)

2 - I confirmed the disconnect would occur on outbound calls only (which pretty much disqualify the problem from being the ISP or why would the inbound call not get disconnected?)

Unbelievable and very disappointing customer service !

Time to switch.

I too am experiencing dropped calls, both incoming and outgoing. I spoke with tmobile engineering and filed a trouble ticket with them a few weeks ago. I also mentioned my problem with a ridiculously short dialing timeout. A pause of three seconds between digits results in being cut off. Haven't heard anything from them about either of these issues.

Now the middle (phone) status light on the LineLink is occasionally showing orange.  It fixes itself after some time.  I do not know the amount of time which elapses for the fix, as I don't know when the light turned orange nor do I know when it goes back to blue.

When I pick up the phone when the light is orange, I get a message telling me my phone has a problem.

I think this system has a problem, and it's not with my ISP.

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