Fanvil V series and call quality issues and delay over time

[tronic]

Anyone else having issues with Fanvil V series phones running in SBC/router mode?

I've reported a ticket with Fanvil and the response was there is a known issue with V series and XU series if the phone is in SBC/router mode. Normal mode phones are fine. Though other than saying they are working on the issue, I get nothing more. Mind you, 6 months have passed.

I see a few people reporting issues with Yealink phones having the same issue, which has been fixed in the latest version, though all our Yealink clients are fine.
https://www.3cx.com/community/threads/yealink-t46u-slow-to-handle-call-need-to-reboot-weekly.131189/

We have had this mainly with Fanvil V64 phones, with XU Series being fine. This is such an issue where the V64 phones a few clients bought we had to swap them with Yealink phones and the problem was instantly fixed.

Generally a reboot of the phon fixes it, but sometimes it doesn't, and we have to remove from 3CX user and re-add then factory reset the phone. This seems to fix the problem for some time. Could be a few weeks to a few months.

A few larger sites we just installed an SBC and made phones normal mode and the problem went away.

Originally, we would enable the Call monitor and would see major packet loss and ping spikes and blamed their internet/network. But as soon as the phone is rebooted or factory reset, the call monitor logs look perfect. So it's like there is a memory leak that create networking issues and hence delays and bad quality voice. Delay, whereby you press a button, and it takes seconds for it to acknowledge the button press.

Hopefully this save some people loads of time. Anyone else have a better fix or had the same problem?

 

[tronic]

Looks like this has been a long-standing issue with Fanvil phones over a year.

The Same Key symptoms:

• Audio is severely crackly/choppy for ~5-10 seconds at the beginning of the call, for about 3 out of 5 phone calls. Audio is sporadically choppy during the call after the initial choppiness.
• A reboot/factory reset mostly resolves the issue for a short period.
• Removing the SBC phone profile and setting it up as a normal phone with a dedicated SBC phone or differnt SBC brand of phone works normally, with no issue.
• The phones are up-to-date firmware wise.
• No headset/headphone connected.
• We have applied QoS rules to the 3CX tunnel TCP/UDP ports on the customer router.

Thread 'X4U-V2 as SBC - over time laggy LCD buttons and slow/crackly audio / FW 2.12.16.20'

Nov 1, 2023

Hi All

We have 3CX hosted on a brand new customer using 6x Fanvil X4U-V2 phones.

All are set up as SBC router phones so they can be taken home and work the same if needed, don't rely on other phones etc

3CX version 18.0 Update 8 (Build 939)Version

Phone Firmware version 2.12.16.20 (latest according to https://www.3cx.com/docs/phone-firmwares)

The issue:
All seemed fine at first, but over a couple of weeks the phone handset that the receptionist uses (95% of all calls are done just on this phone) became incredibly laggy to use, to the point calls took 3+ seconds to begin after...

• BTComp
• Replies: 25
• Forum: Fanvil

 

[lancerichards]

We have been having the same issues and @Fanvil Technical Support have got half a doz handsets on our system testing at the moment.

 

[tronic]

I've done loads of testing and worked with their support. The problem is version 2.12.20 and SBC/Router mode. Fanvil is very aware of the issue, but waste your time by going through the fault process, even though it is a known issue they haven't fixed.

I had brand-new phones out of the box plugged in to my desk and left them for a week, and eventually they badly lag where you press a button, and it takes 20 secs or more to acknowledge a button press.

The other problem is because the phone then starts to lag, the audio is very bad to the point you can't have a conversation at all.

Resetting of the phone sometimes fixes the issue clients have noted, But in my testing this did nothing. The only way to fix the phone was to default the phone and reconnect to 3CX.

If the phone is in normal mode, then there is no problem. So we have been supply dedicated SBC in locations with this issue. Or supply a Yealink SBC/Router phone.

I've tried 2.12.22.1 and others they have provided, but that didn't fix the issue. XU series does have the issue, but in our case was very limited. I would use V series for any SBC/Router phones.

 

[lancerichards]

@tronic I have a new firmware from @Fanvil Technical Support which seems to fix the lag issues on V64 router phones. If you can DM me an email address, I'm happy to share a link.

 

[Fanvil Technical Support]

Please try to upgrade to the latest firmware.
https://fanvil.com/service/doc/soft/p1/v series high-end ip phone/v65/index.html

 

[tronic]

I had no luck with T2.12.20.19.6.

A freshly added and upgraded to T2.12.20.19.6 and went on a 10-day holiday. Came back and the phone is now lagging. See video below.

Power cycle the phone and it gets better, but not good.

https://1drv.ms/v/c/c4b29fb2fd8d787b/EakHTCSEKINGreHX1r5t2tIBlhIceENMxffrAIffBBt74Q?e=mqHezo

 

[Jim Taylor]

We too have been getting more and more people with X5U-V2 and X6U-V2 set up as router phones getting bad call quality over time. Sometimes a reboot fixes it, but not it's got to the point where we just factory wipe the phone and reprovision. It'll work well again for a short while, and if it resurfaces again we end up putting a SBC on site. It seems the router part of the phone isn't stable. Random SIP Registration Failed messages are becoming more frequent.

 

[tronic]

We too have been getting more and more people with X5U-V2 and X6U-V2 set up as router phones getting bad call quality over time. Sometimes a reboot fixes it, but not it's got to the point where we just factory wipe the phone and reprovision. It'll work well again for a short while, and if it resurfaces again we end up putting a SBC on site. It seems the router part of the phone isn't stable. Random SIP Registration Failed messages are becoming more frequent.

I know the XU range had the same issue, but I was under the impression this was fixed by a software update. But thats exactly the same issue we have had on the V series.

I've been able to replicate this in our office by leaving the phone idle. It seems to be worse for a user that the phone is idle for long periods. If you power cycle it gets a little better but not good. The only way to fix is to reprovision the phone.
What's weird is, I could even upgrade the phone and after the phone was still laggy, but this eventually fixed itself over a few days. Where if you Reprovision it's fine instantly.

So far on my test V64 phones, version 2.12.21.6 seems ok. No lag so far.

I'm super surprised more arn't complaining. Unless they are all wasting time with their support going over the same things.

 

[AJD_Tech]

I just put in an SBC at a client to relieve this exact issue. Pain that you have to delete and reprovision the phones to get them to talk to the SBC. 3CX is pushing 2.12.20 to these phones - is 2.12.21.6 still working fine for you @tronic

 

[tronic]

2.12.21.6 is what you want. I will DM.

 

[rickybogo]

care to share that firmware, i cant DM you. Also i see the official firmware on Fanvil is 2.12.24.11