topic Re: Eero and grandstream VOIP in Broadband

Eero and grandstream VOIP

Gleha — Mon, 14 Mar 2022 14:55:13 GMT

Has anyone been successful with VOIP through eero and Grandstream adaptor. Had futurefibre 150 installed 10 days ago, there was a fault outside the house which has 'apparently' been repaired but internet still drops out and VOIP phone is a disaster. Phone sometimes has dial tone but does not ring out, sometimes has engaged tone, sometimes the phone is dead and sometimes if you do manage to make a call it suddenly goes dead. I have been told that the eero and grandstream have been trialed successfully but no-one seems to know much about them including the technical team. They are sending be a different talktalk wifi hub.

I'm concerned that it might still be a fault on the new fibre installation and not the equipment.

I previously had fibre35 through the old copper telephone wire and had no problems with broadband just a crossline on the telephone which I hoped this new fibre would solve.

Re: Eero and grandstream VOIP

Anonymous — Tue, 15 Mar 2022 06:56:39 GMT

Hello,

Can I just confirm, is the set up like the below help guide?

Digital Voice Adapter

Thanks

Re: Eero and grandstream VOIP

Gleha — Tue, 15 Mar 2022 09:23:23 GMT

Hi MIchelle, set up is correct. Openreach engineers checked our setup cables and connections when they came to repair fault outside of the house. They could get no joy. I was interested to see if others with this setup had had problems and if there was a solution I could try. I am awaiting a new router from talktalk to see if it is the equipment that is faulty.

Re: Eero and grandstream VOIP

Anonymous — Tue, 15 Mar 2022 09:30:55 GMT

Hi,

Is the connection still unstable too?

Thanks

Re: Eero and grandstream VOIP

Gleha — Tue, 15 Mar 2022 14:53:17 GMT

Just received wifihub and connected up and unable to connect phone line. Contacted fibre team and wrong hub has been sent out. The hub we received does not have correct ports. New hub is apparently on its way. Internet has dropped out today. Still wondering how many customers have problems with VOIP - still wondering if it is faulty connections outside but have to wait and see if new equipment (if it ever get

Re: Eero and grandstream VOIP

Chris-TalkTalk — Tue, 15 Mar 2022 15:16:15 GMT

Hi Gleha,

Please let us know how you get on with the new equipment, apologies for any inconvenience

Chris

Re: Eero and grandstream VOIP

Gleha — Tue, 15 Mar 2022 20:24:19 GMT

Day 12 of futurefibre 150 and thoroughly fed up. We received wrong wifihub today after talktalk suggested changing from eero to wifihub2 indicating that equipment might be faulty because of internet dropout and phone service through voip only working occasionally. Can't check my line through my account as it does not recognise eero despite eero being supplied by talktalk. Lights on the openreach socket - PON light which should always be green is often flashing off and the LOS light (loss of service ) also drops out at least once a day. Despite this being a brand new cable from the telegraph post to the house it is far more unreliable than the old copper wire we had which had been on the house for many years. A new wifihub2 is on its way to us but is it going to make any difference.

Re: Eero and grandstream VOIP

Gleha — Tue, 15 Mar 2022 20:32:39 GMT

Just after I posted Day 12 issues, PON light on openreach socket went into serious flashing mode and internet dropped out saying it detected a network change. It came back after approx 45 seconds. This is a regular occurrence now and once again I say it did not happen on the copper connection. I asked the BT engineer if the PON light should go out or flash and he said no.

Re: Eero and grandstream VOIP

Anonymous — Wed, 16 Mar 2022 07:00:56 GMT

Morning,

Ok, I'm sorry to hear that. I'd recommend Live Chatting the Future Fibre Team directly from 9am so they can run some tests as this sounds like it could be a fault.

Your Future Fibre Support Hub

Thanks

Re: Eero and grandstream VOIP

Gleha — Thu, 17 Mar 2022 15:02:47 GMT

We were expecting a wifihub2 for the second time having received a wifihub (not with ata phone socket). We received another Eero instead.

Not amused. Have spoken to fibre team and they have promised a Hub2.

We have broadband issues and phone issues.

If this does not work I want to go back to the Fibre 35 through my old copper line and complain bitterly about the crossline on the telephone and try to get that resolved.

Re: Eero and grandstream VOIP

Chris-TalkTalk — Thu, 17 Mar 2022 15:09:29 GMT

Hi Gleha,

I'm sorry about this, please let us know how you get on

Chris

Re: Eero and grandstream VOIP

Gleha — Mon, 21 Mar 2022 15:59:06 GMT

Monday 21 we were told Thurs 17th a wifihub2 would be on its way to us and because it was before 4pm (it was 3pm), it might arrive Friday. It hasn't arrived yet, (4pm) Monday. I realise it could be 3 to 5 working days but just want it posted here to draw attention to not yet having it. As this is the 3rd promise I am wondering if there is no stock of them. Meanwhile because phone line only works occasionally I am now getting notification that I am close to using all the minutes in my mobile plan.

Re: Eero and grandstream VOIP

Chris-TalkTalk — Tue, 22 Mar 2022 07:07:55 GMT

Hi Gleha,

You should really have received the router by now. I'll look into it and get back to you

Chris

Re: Eero and grandstream VOIP

Chris-TalkTalk — Tue, 22 Mar 2022 14:44:38 GMT

Hi Gleha,

Could you let me know if you don't receive the router tomorrow and we'll look into it further

Chris

Re: Eero and grandstream VOIP

Gleha — Tue, 22 Mar 2022 15:08:49 GMT

Thanks Chris. I have not received router today, I did contact the fibre team and they say that a request had been made from them last week but they do not have a tracking number. I note that previous wrong router that arrived had a 48 hour tracking label and was marked as delivering on Mon-Sat so now we are at 4 working days of non -delivery. Of course it may still arrive today. Surely there must be a way from your end to see if a router has gone out to my address in the last 4 days. Anyway, you have said that you will follow up on this and I trust you will do that, thank you.

Re: Eero and grandstream VOIP

Chris-TalkTalk — Wed, 23 Mar 2022 14:59:23 GMT

Hi Gleha,

Has the router been delivered today?

Chris

Re: Eero and grandstream VOIP

Gleha — Wed, 23 Mar 2022 16:54:32 GMT

No Chris, no router has arrived.

Just to go over what has happened to date. I went on to the chatline before installation day to ask when my new equipment would arrive. I was told (I have the transcript printed out) that the wrong equipment had been sent to me - that is an eero and voice adaptor which wouldn't work because there weren't enough ports on the eero - Alisha (chat line') said what I needed was a wifihub2 and she would send me one hopefully in time for installation (not being a techie I didn't query this) NO wifihub2 ever arrived.

Engineer came to install, he said talk talk did not have VOIP which confused me even more, he said I would still be able to use old phone line. He left and phone was working on old line.

I rang fibre team they said I had correct equipment and we set it up. Phone on new fibre did not work and Internet kept dropping out, too late to ring team as it was late Friday. Monday morning phone would not work anywhere.

Rang fibre team - there was a fault on the line outside the house. This was no rectified until the Friday, twice they said they had corrected it without coming to the house but eventually they came and repaired the installation. Those engineers tried to get phone to work through adaptor, swopped cables, rebooted etc. It worked for 2 calls and has been intermittent since. Internet regularly drops out - something we never had through the old telephone line.

Phoned fibre team lots of discussion, couldn't find another fault on the line.Eventually Fabio suggested a Wfiihub2, I thought this was a downgrade but he said not, I agreed to try it (desperate) I really need my landline.

Wifihub arrived within 2 days but it was not a wifihub2, we discovered then when we tried to connect phone and no socket for it. Rang fibreteam, they explained what socket should be there but wasn't, promise me a hub2.

Eero arrived!!! Phoned again , many apologies and promised me that their manager would OK a wifihub2 - that was last Thursday, she said that as it was before 4pm (it was pm) it might come Friday.

NOTHING has come. I'm not even sure a Wifihub2 will cure the complaint.

I have been with Talktalk/tiscali for over 20 years and this is really upsetting me.

Is there something in your systems that changes orders after they have been sanctioned by the team and refuses to send out wifihub2s.

If you can't get to the bottom of this Chris, please can you let me know how to escalate my complaint.

Thank you.

Re: Eero and grandstream VOIP

Gleha — Wed, 23 Mar 2022 21:55:48 GMT

Chris I would also like to add that this evening, Wednesday 23 March, Internet has dropped out repeatedly. Pages wouldn't load in browser, Eero router light changed to red as computer said 'no internet'. I cannot remember this happening at all when I was on the fibre 35 through the old copper telephone wire. We are not running loads of devices, there are 2 of us with 1 laptop, one android tablet and 1 chromebook, not exactly pushing it to the limit. Of course phone line is not working either.

Re: Eero and grandstream VOIP

Chris-TalkTalk — Thu, 24 Mar 2022 09:13:49 GMT

Hi Gleha,

Did you notice if the lights changed on the ONT when the connection dropped?

Chris

Re: Eero and grandstream VOIP

Gleha — Thu, 24 Mar 2022 09:29:08 GMT

sorry Chris, could only see the light on the top of the Eero from where I was sitting at my laptop. The light went red for about twenty seconds, maybe more, I was browsing internet for BBC news and all sorts of error messages were coming up ending in 'no internet' which made me look at eero.