OBI 202 with GV: incoming calls issue

Started by FromNY, March 27, 2020, 02:26:31 PM

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FromNY

I have OBI 202 with GV and as of 3/26/2020 we are having issue with incoming calls.
During the incoming call, we can hear phone ringing but as soon as we picking up the handset the call is disconnected. On the other side of the line, people who are calling are redirected to voicemail as if we never picked up the phone.

Any ideas how to resolve the issue.

Thank you.
Victor

jldeon

Came here to ask the exact same question - we have an Obi200, haven't touched the settings in GV or on the obitalk portal, and for the last few days at least, whenever the phone rings and we pick up, we get dialtone.  The caller continues to hear the phone ring, and then eventually goes to voicemail.


managerharry

This is happening to me also with my >6 month old Obi200.  Hooked up my old Obi202 and same issue.
Please fix this folks.

FromNY

#4
Just checked status of GV on G Suite Status Dashboard and it shows service disruption:
https://www.google.com/appsstatus#hl=en&v=status
Not sure if it is related to incoming calls ussue.

SteveInWA

#5
a) The Google status page only reports outages on Google services that have a contractual service level; for example, the various pieces of G Suite, which customers pay to use.  The Google Voice row only reflects the G Suite version of Google Voice, and it has nothing whatsoever to do with the consumer OBiTALK device status.

b) This may or may not be an actual outage.  Perversely, this stuff seems to happen on Friday afternoons, and getting anyone at Google to work on it is very difficult -- I've been there and done that on several past outages that were more severe than this, and I was able to work with their engineering staff, but given the COVID-19 situation, they are short-staffed and prioritizing keeping critical services running.

c) They will have absolutely no sympathy nor interest in the problem if it is being caused by attempted business use patterns, such as mass calling or outbound SMS to multiple customers, friends, students, etc, which will automatically block or suspend your use of the service.  I doubt this is the case here, since you are posting inbound call issues.  But, before reporting, you need to sign into the correct Gmail account that holds your Google Voice number, and go to the Google Voice inbox or settings page.  If you are re-directed to a suspension message, then your service has been shut down for abuse.  Otherwise, you're fine.   https://voice.google.com/u/0/calls

That said, I'll report it, if you go start your own, new discussion over on the official Google Voice forum.  We'll need you to post from the same Gmail account that holds your Google Voice number, provide detailed symptoms, and give Google Voice engineering your permission to examine your account.

Here's the link:  https://support.google.com/voice/thread/new?hl=en

If you preface your post's title with "ATTN:  Bluescat", it'll help me find the posts.  Thanks!

sportflyer

Obi support suggested I update firmware which I just did . Problem still persists. Not sure its a GV issue or OBI issue . I will check again tomorrow .

QSnexus

#7
Same issue here as everyone is describing with cannot answer incoming calls but outgoing works fine, when calling the Google Voice number that is connected to my OBi200 firmware 3.2.2 (Build: 5859EX) + home phone, I don't hear anything when picking up home phone and the cell phone that is calling the Google Voice number on the OBi200 eventually leaves a voice mail on GV and not on the home phone answering machine that is connected to Obi200. I have not touched any config or hw it just started out of the blue on 03/27. The reason we know this is an issue is that all of the sudden we started getting people telling us that they hear a new voice mail greeting and ask why we aren't seeing any new voice mail messages show on home answering machine.

From the forum posts it looks to be an issue on the back end at Google.  Before finding this thread I read through a bunch of other posts about troubleshooting issues with phone answering machine, specifically Panasonic phones, connected to Obihai with GV, from Google searches on posts here. I will be sure to check this thread tomorrow to find out if someone got it working. I will post on Google Voice Support page linked in Reply #5. Thanks!

sportflyer

I also have a panasonic cordless answering device. I will turn off the answerer part . I will also try with a plain old corded phone . Will advise if any of these options work.

sportflyer

I replaced Panasonic Cordless phone (with answerer function )with std plain old corded phone and the problem is solved.

I then rebooted the cordless phone and turned off the answerer function ...this also works.  Finally I turned on the answerer function and set the default ring to 7 and this works  also .  My final solution is to just turn off the answerer function for the time being.

I will recheck several time during the day  to confirm my solution and advise

RIMDO

Good to see this thread after, I posted my issue.


Why my OBI200 call acting weird?
http://www.obitalk.com/forum/index.php?topic=16880.0

@SteveInWA

As you suggested, I will open my thread at https://support.google.com/voice/thread/new?hl=en

Thanks for your guidance.

FromNY

#11
Thank you SteveInWA for your reply and sportflyer for posting solution.
I tried restarting cable modem, router and obi 202 but it helped only with first incoming call. The rest of the calls were going to voice mail.
I also have Panasonic cordless phone (connected to OBI 202 on line 1) with answer function set to off. I rebooted cordless phone and just made 6 calls to it from two different phones and it looks like reboot of the cordless phone resolved issue with the incoming calls partially. Some incoming calls connecting and some are still going to voice mail.
Thank you.

MarkS49

I have same issue with Obi 200. Phone has no answering machine. No settings have been changed for over 2 years. First occurence was 3/27/2020 about 4:30pm CT.

zorlac

I've got it too, been happening a couple days now.
I've done everything but delete it from obitalk and start over.
Think GV's infected?   :o

CPC_obi

I am having the same problem for the past few days.

Most.. incoming calls are dropped as soon as I try to answer them.   Outgoing calls are fine.

I have had the same setup for a very long time, OBI200 with the same phone, cable modem and router.   I have made no changes to any devices or settings.  Today I tried restarting / powercycled everything including the phone, router, cable modem, obi200... and the problem continues.

CPC


sir_rob


sportflyer

Maybe try to reboot your phone?
My problem seems to be fixed after reboot and turning off Answerer. I am also using Obi200. See my posts above.

SteveInWA

This has nothing to do with firmware, nor your Panasonic phone.  However, if you are using Google Voice incorrectly, that's another issue:  do not use an answering machine with Google Voice.  Let Google Voice be your "answering machine", and, if you have any linked phone numbers (e.g. a conventional land line or mobile phone number), you must enable Conditional Call Forwarding on all of those phone numbers, or else one of them may grab calls before you can answer on the OBiTALK device or on one of the other linked devices/numbers.

I've escalated this to Google Voice engineering, but as I've stated, between this being a weekend, and the virus, I do not expect immediate resolution.

SteveInWA

Please don't waste your time posting here.

Post here:  https://support.google.com/voice/thread/36202738

Post from the same Gmail account that holds your Google Voice phone number.  Post the last four digits of your Google Voice phone number, and post several examples of calls that rang, but disconnected upon answer, including the date, time and timezone. 

Google Voice engineering will be working on this on Monday.  Thanks.

QSnexus

#19
Quote from: SteveInWA on March 28, 2020, 04:07:28 PM
This has nothing to do with firmware, nor your Panasonic phone.  However, if you are using Google Voice incorrectly, that's another issue:  do not use an answering machine with Google Voice.  Let Google Voice be your "answering machine", and, if you have any linked phone numbers (e.g. a conventional land line or mobile phone number), you must enable Conditional Call Forwarding on all of those phone numbers, or else one of them may grab calls before you can answer on the OBiTALK device or on one of the other linked devices/numbers.

I've escalated this to Google Voice engineering, but as I've stated, between this being a weekend, and the virus, I do not expect immediate resolution.

That would be easier said than done in my household. While I would have no problem with Google Voice handling the voice mail for home phone, my wife and kids are very used to having a physical answering machine on our 6 x cordless home phones in every room and they like that they don't need to use an app to check anything and hear and see the flashing lights and beep tones on the base station and handsets for missed calls & VM's (we wouldn't like the voice mail to the kids GV anyhow).  When her parents, who speak only Mandarin and Taiwanese, come to visit us for months at a time every year they don't have smartphones that can access the GV app (let alone attempt to utilize the Google Voice app + website which can only be displayed in English (on any device) even though the Android phone or web browser is set to Chinese language native at the OS and browser level) and play the messages on answering machine when here (they only need to know how to press the play button under the flashing light on base station).  That is the primary reason why we still use have an answering machine enabled on Google Voice + Obi200 + home phone.  I would believe that others in this thread reporting the issue are in the same boat.

At the moment we do have it working this way, with answering machine off, because that is they only way that we are able to answer the incoming home Google Voice calls (we aren't attempting to answer the phone using the actual house Panasonic phone handsets), for now we use our two cell phones with GV to get around the call answering issue, as that works fine to answer calls, until the back-end issue is resolved.