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Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

Since I moved to ignite tv my phone only show “ you have voice mail” only until I pick up the phone.

if I pick up the phone and dial a number and put it back on the base, doesn’t show voice mail indicator any more.

i already called support and sharp rise surprise they reset my system without my permission!!

 

anyone have this issue when they moved to ignite tv home phone?

 

*Edited Labels*

181 REPLIES 181

Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@57 wrote:

@seadooxp30 wrote: What does it take to fix a simple VM indicator..

its one until i pick up the phone, and goes away as soon as you touch anything on Panasonic keypad.


Do you at least get the stutter tone, or does it go away too?


Well, that's kinda the problem.  The telephony implementations on the Arris and Technicolor XB6 gateways are different.  There are also a few different ways that you can change (or assert) the MWI state on an analog line.

 

The Arris XB6 definitely tracks the current MWI state and plays a stutter dial tone when a voicemail is waiting.  The Arris XB6 also works with both my Panasonic cordless system and my Nortel Vista phone and always keeps their MWI in the correct state.

 

The Technicolor XB6 is different.  It DOES NOT play a stutter dial tone.  It passes on CHANGES to the MWI state.  This is fine for my ancient Nortel Vista phone, which keeps track of the MWI state internally and responds accordingly when there is a change in state.  The Panasonic cordless phone does not do this, and only displays "Voicemail waiting" when that state gets asserted.  However, as soon as I place a call and hang up, the Panasonic phone displays "Missed call".  Meanwhile, my Nortel Vista shows "Message Waiting", and will continue to show it until it gets told to turn it off.

 

I don't currently have access to the relevant telephony standards documents, so I don't know if there is even any mention of whether the MWI state may, should, or must be asserted when the line state transitions from off hook to on hook.

 

My Panasonic cordless system has also always shown the correct MWI state with every system that I have connected it to -- Bell Home Phone, various VoIP ATAs, Ignite Home Phone with the Arris XB6 -- but not the Technicolor XB6.  When I first got Ignite TV and had a Technicolor XB6, this worked fine.  When Rogers swapped the XB6-T with an XB6-A, this still worked fine.  When I got switched from an XB6-A to the XB6-T, my Panasonic phones always "lost" the correct MWI state.  I don't know whether this broke due to a firmware change or a provisioning change.

 

My Nortel Vista works properly with any system that it connects to.  Occasionally, it does miss the "MWI Off" status change and I have to use the phone's "Clear Message Waiting" option to turn it off manually.



Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

Thank  you. Hopefully Rogers listen to you.

Honestly I'm tired of complaining to Rogers about this. 

 

Appreciate your assistance.

Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@57 

I do get the stutter tone... 

I also get email setup so both my wife and I get notification in email.

Its just frustrating that simple WMI stopes working with every other firmware.

I was told by Rogers technician that ROGERS doesn't have Arris modem anymore and only uses Technicolor.

DO you know if that's true ????

Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@seadooxp30 wrote:

I do get the stutter tone... 


Interesting.  I don't.  Now I need to figure out why.  I also tried turning "voicemail notifications" off, then back on again.  No change.  I still have a few more things that I need to try....

 

I was told by Rogers technician that ROGERS doesn't have Arris modem anymore and only uses Technicolor.

DO you know if that's true ????


I also heard this.  I don't think that Rogers is actively getting rid of Arris XB6 modems in the field but it sounds like the Rogers techs will only be carrying the Technicolor XB6 in their trucks going forward.



Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@seadooxp30 wrote:

@-G- 

Thank  you. Hopefully Rogers listen to you.

Honestly I'm tired of complaining to Rogers about this. 

 

Appreciate your assistance.


I have started the dialog with the support teams.  Now I need to do some more testing, write up my findings and get them to the right people internally.  I'll keep you posted.



Re: Ignite TV home phone voice mail indicators

Datalink
Resident Expert
Resident Expert

The problem here is that users need a path beyond tech support and the moderators.  This is an engineering issue, so the short path to the solution is to engage someone on the engineering staff.  I've commented to the moderators on numerous occasions that we need engineering support in the forum.  That doesn't mean tasking an engineer to do nothing but support user issues raised in the forum, but, at the very least occasionally glance at the forum to see whats up, in terms of new or ongoing issues, ran an adhoc test to duplicate the issue and raise the appropriate paperwork to start the necessary corrective firmware changes.  One engineer, engaged in the forum can save Rogers countless hours of tech support and site visits, addressing issues that tech support has no hope of resolving, leading to frustrated customers who eventually leave due to that frustration.  Don't know, may Rogers just counts that as a cost of doing business???

 

Hopefully if @-G- has a contact within the engineering staff, that will generate some action on this.  

 

Now then, there is the issue of Comcast owning the technology which is simply rented by Rogers, Shaw and who knows who else.  If Comcast sees a suggested change as appropriate for them as well, then you might see Rogers issues fixed.  If not, Rogers customers will be out of luck. 



Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@Datalink 

I agree with you 100%.

I wish someone from engineering team look at this cases.

This issue is way above reboot your modem or get new cordless phone (As suggested by Rogers tech support!)

 

@Datalink @-G- @57 You guys are doing a great job here ... Keep up the good work

Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

any update from support team?

I can do any test... have modem and Panasonic cordless and can re produce the issue very quickly!

Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@seadooxp30  I ran into a setback myself.  I was doing some basic testing and now I am not getting any voicemail notifications on any of my phones anymore.  Voicemail notifications are enabled and I am receiving new voicemails, but no notifications.  However, if I change a voicemail option online, e.g. change the #rings to answer, MWI lights on all of my phones and then I also get a brief stuttered dial tone when I pick up the handset.  I have to review the notes that I plan to send to support once again, and now I also have some new issues to report.

 

From my own personal IP telephony experience, I have seen a number of frustrating voicemail integration and interoperability issues.  To me, it looks like the integration between Rogers' voicemail platform and Ignite Home Phone is somewhat fragile.  This is in addition to the issues that we are seeing with telephony implementation on the XB6-T.



Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

I definitely need to call tech Tech Support.

 

  • I tried turning "Message Waiting Indicator" off in the Notification options, exited voicemail, then called myself and left a voicemail message.  MWI (correctly) did not turn on.
  • I reset my Technicolor XB6.  MWI (correctly) did not turn on after the XB6-T rebooted.
  • I then turned "Message Waiting Indicator" on.  MWI turned on -- on all my phones -- so the MWI notification should be working now.
  • Called into voicemail and cleared my new messages.  MWI turned off on all phones.
  • Called myself again and left voicemail.  MWI did not turn on... even after waiting a while.  Picked up the handset and only heard a normal dial tone, not a stuttered dial tone.  Not good.

 

Now that I have an issue that Tech Support definitely needs to fix, I'll see if I can get all (XB6-T) MWI-related issues logged into the ticket for investigation.



Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

any update from Rogers?

 

Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@seadooxp30  I have some progress to report.  A ticket got opened by a support specialist, who is in a different group from the usual L1/L2/L3 techs that we would normally deal with as customers, and I was talking to this person only because of another high-priority issue that we were collaborating to resolve.  Once the back-end issue that we had been discussing gets fixed, we'll switch focus to the voicemail and other telephony-related issues.



Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

Thanks for the update. Please let me know (Update this post) once you have more info or possible fix.

Its very inconvenience dealing with VM indicators around the house..

This was fixed last year and for some reason started again

Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@seadooxp30  The person that I spoke with was not aware of any voice-related technical issues with the Technicolor XB6, so my trouble report came as a surprise.  That's either really good or really bad.  Good, if the MWI problem is actually caused by other back-end problems and/or if the MWI glitch can be fixed through provisioning.  On the other hand, if there is a Technical problem with the XB6 that Rogers is not aware of, then we will have to wait for Rogers to investigate the issue, look for viable workarounds, escalate to Comcast, wait some more while they deal with their vendors to get things fixed, and then wait for Rogers to test the fix before they can roll it out.

 

I will keep you posted with any news/updates.  Until then, please assume that things are progressing (possibly slowly) unless I say otherwise.  Also, feel free to continue to escalate this issue on your own as well.



Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

I wish I had access to your resource at Rogers!

After closing my ticket for 3 times because they replace the modem and cable outside, I finally escalated to management in support.

She said she is aware of issue and escalating to engineering.

So today I got this text which is not surprising when dealing with Rogers!!

hanks for reporting a problem with your Ignite TV. We have been unable to identify an issue at this time. If you're still having an issue, please contact us (www.support.rogers.com) and quote case number.

 

I wish I could get to the person that sending thais message to say come by my house so I can show you!!

 

Very frustrating ...

 

Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@seadooxp30 wrote:

I wish I could get to the person that sending thais message to say come by my house so I can show you!!


Maybe you should make a video for Rogers.  Ask them if they would like it posted to YouTube.



Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

I'm not getting anywhere with Rogers on this so please work with your contact regarding this issue.

I also did some testing and you're absolutely correct.

I was doing some testing and  if I change a voicemail option online, e.g. change the #rings  or any other settings in voice mail setting on rogers site, VM indicator come  on all of my phones and then I also get a brief stuttered dial tone when I pick up the handset. 

 

This confirm exactly what you did as well with same results.

Please let your resource know.

I'm waiting for someone to call me back from Office Of President regarding my complaints.

 

Sad part is that these days even those guys don't care abut customer issues...

Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

Finally got call from Technical team management and they acknowledge the issue.

No time line but at least they are in talk with comecast.

Also got email from OOP as well since I complain about this issue happening for 3rd time.

Re: Ignite TV home phone voice mail indicators

-G-
Resident Expert
Resident Expert

@seadooxp30  I haven't received another call from my contact but I was told that a ticket for the MWI issue had been created, and they could pull the tapes from our call to get all of the info that they need to investigate it.  Sounds like they did that.



Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

As I'm waiting for the fix, I noticed 2 new firmware is out.

I just don't get it. Why can Rogers update modems with "RELEASED" firmware???

Why do I need to make countless calls and request new firmware?

I just don get it...

Re: Ignite TV home phone voice mail indicators

seadooxp30
I Plan to Stick Around

@-G- 

Any news from your contact regarding this issue?

I finely got the latest firmware but still have same issue with WMI.

Its actually worst now!