LineLink drops calls with 3 beeps

jimbabwe2

    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?

      All replies

      • tmo_amanda

        Re: LineLink drops calls with 3 beeps

        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.

        • pchevallier

          Re: LineLink drops calls with 3 beeps

          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.  

            • jimbabwe2

              Re: LineLink drops calls with 3 beeps

              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.

                • pchevallier

                  Re: LineLink drops calls with 3 beeps

                  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.

              • tmo_amanda

                Re: LineLink drops calls with 3 beeps

                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?

                  • jimbabwe2

                    Re: LineLink drops calls with 3 beeps

                    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

                      • tmo_amanda

                        Re: LineLink drops calls with 3 beeps

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

                          • pchevallier

                            Re: LineLink drops calls with 3 beeps

                            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

                              • tmo_amanda

                                Re: LineLink drops calls with 3 beeps

                                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!

                                  • pchevallier

                                    Re: LineLink drops calls with 3 beeps

                                    @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.

                                • jimbabwe2

                                  Re: LineLink drops calls with 3 beeps

                                  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.

                              • pchevallier

                                Re: LineLink drops calls with 3 beeps

                                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.

                              • mwiner

                                Re: LineLink drops calls with 3 beeps

                                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.

                                • tmo_marissa

                                  Re: LineLink drops calls with 3 beeps

                                  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

                                    • pchevallier

                                      Re: LineLink drops calls with 3 beeps

                                      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.

                                        • tmo_marissa

                                          Re: LineLink drops calls with 3 beeps

                                          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

                                            • pchevallier

                                              Re: LineLink drops calls with 3 beeps

                                              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.

                                              • pchevallier

                                                Re: LineLink drops calls with 3 beeps

                                                To all the great people from customer-support at T-Mobile who have supported me all this time, as mentioned here's the link to my article I just published on that matter (click on the image and you'll be taken to the full article)

                                                Screen Shot 2017-04-27 at 6.49.15 PM.png

                                                  • jimbabwe2

                                                    Re: LineLink drops calls with 3 beeps

                                                    Thanks for posting that, Philippe.  Hopefully it will get someone's attention.

                                                     

                                                    I wrote to the V.P. Customer Service (with a letter, an envelope and a stamp) and I certainly did get attention, such as a call from the office of the president of T-Mobile, John Legere.  No, not him personally, but someone from his office.  It was about another issue, which was quickly rectified to my satisfaction.

                                                     

                                                    I've left my LineLink technical troubles to T-Mobile's support team in Colorado Springs.  So far, their hands are just as tied as yours:  engineers report no fault found.

                                                     

                                                    Funny thing is that my wi-fi calls from my Samsung are also dropping.  Wonder if it's the same AWS VoIP server...

                                                     

                                                    I suggest you write a letter, put it in an envelope, and mail it to Bellevue, Washington, to the V.P. in charge of engineering.

                                                     

                                                    Jim

                                                      • pchevallier

                                                        Re: LineLink drops calls with 3 beeps

                                                        "Funny thing is that my wi-fi calls from my Samsung are also dropping.  Wonder if it's the same AWS VoIP server..."

                                                        I imagine that is the case. There shouldn't be any difference between the LineLink® and WiFi Calling feature on the cell phone but the connection to the Internet.

                                                         

                                                        Thank Jim you for sharing that piece of information.

                                                         

                                                        As for the LineLink® itself, I am convinced this is the right way to go. I have worked on VoIP for 15 years, and the idea to bring the SIM card to the unit was brillant. It insures security (encryption) and manageability exactly as we have on our cell phone.

                                                         

                                                        As we know, any internet based product (also known as Internet of Things) are very vulnerable and the use of the SIM card makes this device pretty much unbreakable.

                                                         

                                                        This is a technology we have been working on for 20+ years on GSM in Europe, and this is finally coming to our home.

                                                         

                                                        The next step this product could take is to add a video port and compete head to head against Facebook Messenger, MSFT Skype, Google  Hangout and Apple FaceTime to name the most popular ones.  those companies are currently working on a new TELCO infrastructure that is going to revolutionize this industry and T-Mobile  might die or just relinquished as a cell-network infrastructure provider if they let themselves get side-blinded by those giants.

                                              • terminalfool

                                                Re: LineLink drops calls with 3 beeps

                                                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.

                                                  • jimbabwe2

                                                    Re: LineLink drops calls with 3 beeps

                                                    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.

                                                      • pchevallier

                                                        Re: LineLink drops calls with 3 beeps

                                                        One could imagine that T-Mobile  has a way to trace your event logs on your device and figure out why that is but I haven't seen proof they have deployed such capabilities in their XMPP device management layer (what they use to push remote firmware upgrade for instance).

                                                         

                                                        By experience monitoring the LED activities against the network traffic on my network analyzer, I can tell you that the second LED goes from black to orange when the connectivity is ready to be established with their VoIP server (the green LED blinks when it waits for its DHCP IP address from your local router), and it turns steady blue when the unit is finally registered into their cellular network. In the TELCO industry, we call that equipment the Home Location Register (HLR). This is the final stage before you can place or receive a call. (it's similar to the DNS of the cellular infrastructure network). The voice you hear simply comes from a pre-recorded message located in your device that just reports a general connectivity issue but it doesn't go into any more details, hence why I would think T-Mobile does have some backdoor mechanism to troubleshoot these types of issues. Wishful thinking though

                                                    • pchevallier

                                                      Re: LineLink drops calls with 3 beeps

                                                      Okay, after 4 months trying to get to the bottom of this, I've finally decided to use my time and energy elsewhere. 

                                                      I've surrendered!

                                                       

                                                      I called customer support yesterday and canceled my service.  Comment from tech support; "engineering know there is a problem and are trying to work on it, but it's way down their priority list, they might fix this issue one day, we just don't know when".

                                                       

                                                      Good luck to all LineLink® users.

                                                       

                                                      Cheers!

                                                      • magenta1963651

                                                        Re: LineLink drops calls with 3 beeps

                                                        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!!!!!!!!!!!!

                                                        • magenta1963651

                                                          Re: LineLink drops calls with 3 beeps

                                                          I've been having the same problem since March when T-Mobile went from the router to the Line-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 would 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  Tmobile@Home router.  Shame on you, TMobile!!!!!!!!!!!!  Bring back the router system - - never any problems!

                                                          • jimbabwe2

                                                            Re: LineLink drops calls with 3 beeps

                                                            T-Mobile, you're doing nothing about this.  Still having dropped calls with 3 beeps.

                                                              • magenta2225101

                                                                Re: LineLink drops calls with 3 beeps

                                                                I have been having same issues with my Linelink service.  No satisfactory resolution from T-Mobile.  I am not going to waste any more time with T-Mobile.  Planning to switch to a service called OOMA .... you just buy the router for $100 then your monthly service is free forever (you just pay few bucks for taxes each month).  My parents use OOMA and have had very good luck with it.

                                                              • magenta2225101

                                                                Re: LineLink drops calls with 3 beeps

                                                                OOMA is the way to go.  T-Mobile has decided not to support the linelink service.

                                                                • frostygoodness

                                                                  Re: LineLink drops calls with 3 beeps

                                                                  I'm experiencing the 3-beeps of death too. They forced me over to the new line link device, slick looking thing, but now I'm being dropped on almost every call at different times. I'm probably going to drop TMO altogether if they give me the run-around y'all have had. :-/

                                                                  • pb61

                                                                    Re: LineLink drops calls with 3 beeps

                                                                    Just adding another voice to the thread.  Volume speaks.  We don't receive many calls via the Line-Link ... but, without exception they all terminate at around 5 minutes.  I found this thread while searching for a fix.  About ready to switch back to AT&T. 

                                                                      • tmo_amanda

                                                                        Re: LineLink drops calls with 3 beeps

                                                                        Hello, Everyone!

                                                                         

                                                                        I'm truly sorry this thread has fallen silent with no answers. While some of you may have disconnected your LineLink accounts, some of you may still have them active. An Engineer ran across this thread and wants to get to the bottom of why this is happening. Please let me know if you're still experiencing the same issue and I'll send you a private message to collect a few details that are needed to investigate this.

                                                                         

                                                                        Thank you!

                                                                          • pchevallier

                                                                            Re: LineLink drops calls with 3 beeps

                                                                            Wow, finally!.

                                                                            That's great news @tmo_amanda

                                                                            yes, I'd be interested to get to the bottom of this as well, at least and if anything, so this whole effort doesn't go into waste.

                                                                              • tmo_amanda

                                                                                Re: LineLink drops calls with 3 beeps

                                                                                Great, pchevallier! I'm sending you a PM now. You can check your inbox here.

                                                                                  • magenta3542693

                                                                                    Re: LineLink drops calls with 3 beeps

                                                                                    Amanda,

                                                                                     

                                                                                    I am contacting you in the hope of reviving this thread.

                                                                                     

                                                                                    Joe P

                                                                                    • 9900dude

                                                                                      Re: LineLink drops calls with 3 beeps

                                                                                      Is there any resolution to this?  My wife has been bugging me about dropped calls just like this.  As recent as today.  We’ve tried the Internet connection (both AT&T and Comcast), and even swapping out to a Google WiFi router.  It’s frankly really irritating, especially if you’re on hold for a while and your call drops.

                                                                                        • magenta3600990

                                                                                          Re: LineLink drops calls with 3 beeps

                                                                                          Not for me. Supposedly I have an open ticket about this, but am just getting endless runaround about checking parameters of my network connection. If any T-Mobile engineer happens to read this message, the issue is almost perfectly reproducible by calling any line provided by UberConference (which lines work perfectly on any non-LineLink telephone service). I'm giving this one more week and then cancelling.

                                                                                        • 9900dude

                                                                                          Re: LineLink drops calls with 3 beeps

                                                                                          It's kind of hard to see by my snapshot, but I did a Wireshark trace.  The ESP (encapsulated/encrypted) voice packets seem to go fine for a while, then the VPN tunnel is dropped.  The Line Link then starts up the negotiation with IPSEC and such to get this VPN tunnel back up and running again to T-Mobile.

                                                                                           

                                                                                          I've given this Wireshark snapshot and trace to T-Force on Facebook.  I hope they can get it to the engineers.

                                                                                          linelink drop.jpg

                                                                                        • magenta3392508

                                                                                          Re: LineLink drops calls with 3 beeps

                                                                                          I recently got the linelink, transferred my Straighttalk home phone number to it and have had a few instances of hearing the 3 beeps and then the call drops. There was also one instance when someone called and was leaving a message on my answering machine but there were 3 beeps and the message ended before the caller was finished. This is unacceptable and I'm considering moving back to the Straighttalk home phone.

                                                                                        • magenta3600990

                                                                                          Re: LineLink drops calls with 3 beeps

                                                                                          I've been experiencing the same issue. Like the other posters, the problem is tied to calls to specific, non-T-Mobile phone numbers. Both outgoing and incoming calls are affected. I have an open support ticket on the problem; is there anything else we can provide? When it works, the LineLink is a great service, but unfortunately it doesn't work reliably enough for me to be able to keep it much longer unless this is resolved.

                                                                                      • magenta3542693

                                                                                        Re: LineLink drops calls with 3 beeps

                                                                                        First I must say that I am elated to find this thread as I have given up on LineLink months ago and there is a glimmer of hope that this issue may get resolved thanks to the many posters here and in particular pchevallier.  I have not cancelled my service mainly because it is tied to a number which I have had for 32 years and fear losing it in the shuffle away from LineLink.  As with all of the posters in this thread I've jumped through every hoop discussed here without a resolution.  I cannot think of any remedy I have not tried including replacing the unit, the sim card, routers, cables, phones, and ISP's.

                                                                                         

                                                                                        So, I am going to be a gawker from here on, in the hope that T-Mobile resolves this issue.  Should I see any other remedy posted here I will gladly try it and post my results.

                                                                                         

                                                                                        FYI:  I started with @Home shortly after its launch and it was rock solid from day one.  I still have a brand new Linksys @Home Router sitting on the shelf!!

                                                                                         

                                                                                        Thanks to all for keeping this issue alive.

                                                                                        At Home.jpg

                                                                                        Joe P

                                                                                        • kcolon6

                                                                                          Re: LineLink drops calls with 3 beeps

                                                                                          I'm also experiencing this problem is this going to fixed?  I've tried different ISP's and plugging the device directly into the modem and numerous reboots, I've been experiencing this issue since I got Linklink a year ago.

                                                                                          • pchevallier

                                                                                            Re: LineLink drops calls with 3 beeps

                                                                                            Back in October, as you can read in the conversation with Amanda, I was contacted directly to figure this out directly with engineering. 

                                                                                             

                                                                                            After few days of investigation engineering apparently checked into this issue and apparently found the reasons for the call drops. Though not sure it was the one we experienced they claimed to have a fix for this issue and would roll out a new firmware to our units during the November roll out.

                                                                                             

                                                                                            Unfortunately two months have passed since then and like you guys, I am still experiencing the exact same issue you guys are.

                                                                                             

                                                                                            I've ping'ed Amanda twice these past couple of weeks but she has gone completely MIA.

                                                                                             

                                                                                            Conclusion; no still no fix.

                                                                                             

                                                                                            I keep using this unit for incoming calls and/or toll-free calls which for some reasons, works flawlessly in this particular case.  I just can't have a reliable outbound call to anyone outside of TMO (which is 99.9% of my contacts). I use my cell phone for those calls.

                                                                                              • magenta3913862

                                                                                                Re: LineLink drops calls with 3 beeps

                                                                                                Hi all. I'm glad this thread is here. I started using LineLink in December (a little over a month ago). I have regularly observed this "three beeps and drop" problem as well. Tech Support was no help, but I was able to point them to this thread, so they could know it wasn't just me having this problem. This morning LineLink was stuck in a new fault state: any outgoing call would go through, but drop immediately (the receiving end would see the incoming call with Caller ID, then "call failed" after a second, before the call could be answered). Incoming calls would go directly to voicemail. Rebooting the LineLink seems to clear that condition. At this point, the service is not reliable enough, obviously. Looking for other solutions for VoIP.

                                                                                                • twentyyrs

                                                                                                  Re: LineLink drops calls with 3 beeps

                                                                                                  Just fyi, not a good solution, but maybe a possible short term solution to be able to use your landline.  If you are on a TMobile ONE plan, you linelink number is also a DIGITs number.  If you have the DIGITS app (or a high end phone that supports it natively) you can answer and make calls with your landline number on your cell phone.  Of course, sometimes DIGITS has it's own issues (like how the DIGITS app on my Win 10 laptop didn't recognize the call I just got), but usally it works well.

                                                                                                • gt500boy

                                                                                                  Re: LineLink drops calls with 3 beeps

                                                                                                  Has anyone tried to use the old @home router? Honestly I never had the issue until T-Mobile made me change devices.

                                                                                                  • chris13

                                                                                                    Re: LineLink drops calls with 3 beeps

                                                                                                    Adding my comments to this thread, as well.  I had created another thread (2-8-18) because when I used the Support site search, I didn't find anything.  This newer Support site is awful compared to the prior one...kinda sounds like LineLink vs the old @Home service.     Fix this TMO!!

                                                                                                     

                                                                                                     

                                                                                                    I use LineLink as a second/office line and have run into two, what I consider, major issues:

                                                                                                     

                                                                                                    1.  LineLink will not stay connected to certain conference call lines.  I use an 800 conference call line service for my job and I'm able to call into the line for calls, but after a certain period of time, the line beeps like 3 times or so and then drops the call.  I can re-dial back into the line, but it ultimately does the same thing.

                                                                                                     

                                                                                                    2.  When leaving a voicemail for certain clients/prospects, the call will beep like mentioned above and then drop the call.  This just happened today when I called a prospect and was ready to leave them a VM.  The assistant transferred me to the person's VM and it started the VM message and within a couple seconds I got 3 or so beeps and then disconnected.

                                                                                                     

                                                                                                    I've reset the device, the router, and re-started my computer, with no luck.  Any resolution or though to this as it's basically an unworkable solution for me as an office line and I'll probably have to port-out if this keeps happening.  I never had any of these issues with the old TMO@Home service and LL is supposed to be a "superior" service. 

                                                                                                    • tmo_amanda

                                                                                                      Re: LineLink drops calls with 3 beeps

                                                                                                      Hello All,

                                                                                                       

                                                                                                      I wanted to post an update on this thread. Yesterday an update was rolled out (1.01.42) that should fix the three beeps drop call issue. I'm sorry it has taken this long to be resolved but this should do the trick. If for some reason you're still experiencing this, please call into our Tech Care department as our Engineers will need new examples of this happening.

                                                                                                        • pchevallier

                                                                                                          Re: LineLink drops calls with 3 beeps

                                                                                                          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. 

                                                                                                          • magenta3600990

                                                                                                            Re: LineLink drops calls with 3 beeps

                                                                                                            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.

                                                                                                            • chris13

                                                                                                              Re: LineLink drops calls with 3 beeps

                                                                                                              I assume we need to "restart" the LL device...ie. unplug, to take this new update?  Based on above, doesn't sound promising for a fix, but we'll see.  Thanks!

                                                                                                              • chris13

                                                                                                                Re: LineLink drops calls with 3 beeps

                                                                                                                Well, this fix DIDN'T work.  Ok, I don't get 3 beeps anymore, BUT the call still DROPS.  Amanda:  Any other suggestions?  This is really frustrating and there has to be an answer to this as the old @Home service never did this.  LineLink is supposed to be a "newer", "better" technology and it drops calls at times it should not.

                                                                                                                 

                                                                                                                My Scenario:  I returned a call of a client and went to their voicemail.  Their voicemail message started and about halfway through (before the "beep" to leave a message) the call just dropped.  There were no 3 beeps, but that's really insignificant to this issue of dropped calls.  I will now have to call the client back again on another phone and leave a message.

                                                                                                              • jimbabwe2

                                                                                                                Re: LineLink drops calls with 3 beeps

                                                                                                                Today is February 26, 2018.  After almost a year of continually dropped calls, I've given up.  I cancelled my LineLink today. Good luck to the rest of you. If you still would like to be able to have a "home phone" give a try to Panasonic's Link2Cell.  It uses your cellphone to connect its traditional wireless handsets to a cell tower.  It'll use your cellphone minutes, but you can talk at home with a traditional wireless handset.

                                                                                                                1 of 1 people found this helpful
                                                                                                                • cest_la_vie

                                                                                                                  Re: LineLink drops calls with 3 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 !!!

                                                                                                                  1 of 1 people found this helpful
                                                                                                                    • chris13

                                                                                                                      Re: LineLink drops calls with 3 beeps

                                                                                                                      Yeah, LineLink is nowhere near as reliable as the old @Home router, unfortunately.  I don't get the 3 beeps and dropped calls anymore...just dropped calls.  I will say the dropped calls have gotten less, but still there and any important calls I make (LL is a second office line for me), I use my normal house phone.  Also, call waiting, caller ID no longer works for me and it definitely is the LL system.  I've tried multiple phones hooked up to LL and put in a tech ticket with TMO about 9 months ago, but nothing.  The call waiting, caller ID worked on the @Home router with no problem and it's very frustrating it now doesn't work.  I wish TMO would fix this darn thing, it's a hassle to switch to another provider like Ooma, but I ultimately may have to do it at some point.  What a pain!  TMO, fix LL, please!

                                                                                                                    • magenta3600990

                                                                                                                      Re: LineLink drops calls with 3 beeps

                                                                                                                      There seems to have been a firmware update this week or other backend change. I received a call from T-Mobile support to say they had fixed something and (in limited testing) the problem seems to have gone away. Other people in this thread who have not yet cancelled service may want to test.