topic Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut. in Home Phone

Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Wed, 24 May 2023 16:15:49 GMT

I have Eero 6 and Grandstream HT801 for VoIP. Following a power cut (we are having electrical work resulting in short power cuts) the Eero 6 and Grandstream restart but the phone doesn't operate correctly. It rings but voice isn't present. Have to restart Grandstream to get voice working. I assume this is a problem related to the Eero 6 restarting and not connecting successfully to the Grandstream. How can I get these 2 devices to startup correctly?

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Thu, 25 May 2023 05:50:42 GMT

Hello,

I'm sorry to hear this. Can I just confirm, have you tried powering down both the ONT, eero and DVA and then once they have connected again try the below?

Can you try the following, plug the DVA (grandstream) into the ONT, wait for the broadband light to come on then perform a pinhole reset of the DVA, this should get the phone light back on within about 5 mins, once that comes on can you change setup back to normal. Please let us know how you get on.

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Mon, 29 May 2023 15:44:56 GMT

The phone is working but only after I power down the DVA. It seems to me that when the eero and DVA restart following power cut the voice signal is not present. The phone rings but no voice is sent or received. Somehow I need to get the DVA to come online after the eero has finished getting online. This is required because I need the system to restart correctly if I am not present.

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Tue, 30 May 2023 05:51:50 GMT

Hello,

Thanks for the update. Can I just confirm, are the power cuts happening quite often?

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Tue, 30 May 2023 07:55:26 GMT

Hi,

We do not normally get power cuts and these cuts were as a result of building work requiring the power to be cut intermittently. So no this isn't normal but I only discovered this problem because the power was cut. If I hadn't been around to reset the DVA we could have been without a working phone without our knowledge. In fact the first time it happened it was a couple of days before I realised we were missing calls.

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Tue, 30 May 2023 08:03:58 GMT

Morning,

Ok I understand and thanks for confirming. If this does continue to happen then please let us know and we can try replacing the Digital Voice Adapter to rule this out.

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Mon, 26 Jun 2023 13:05:00 GMT

(recent post appears to have been lost)

We have started getting power outages as a result of stormy weather. When the system restarted the phone was not working. Had to restart the DVA. The eero was updated and restarted recently and the phone worked fine without it requiring a restart. The problem seems to be associated with eero and DVA restarting together. The DVA doesn't connect correctly. Don't know if this is an eero or DVA problem.

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Tue, 27 Jun 2023 05:37:32 GMT

Morning,

I'm sorry to hear this. How often has this been happening? Does it only happen when their is a storm or at other times too?

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Tue, 27 Jun 2023 08:29:40 GMT

Hi,

It happens when the power gets cut for any reason be it storm related or building works. Cannot be predicted. Just when it happens the landline becomes unusable. Not what I signed up for.

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Chris-TalkTalk — Tue, 27 Jun 2023 08:45:56 GMT

Hi hughg,

Following the power outage if you restart the DVA does it then work?

Chris

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Tue, 27 Jun 2023 15:44:59 GMT

The problem is that the DVA, i.e. home phone, has to be restarted to get it to work. This might be fine(!) if I am at home but not much use if I am away. Can't say if it is the DVA or eero causing problem.

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Chris-TalkTalk — Wed, 28 Jun 2023 06:12:41 GMT

OK thanks. Unfortunately I don't think there is anything that we can do about this. Power cuts can and do cause problems, I think restarting the DVA is just something that you are going to need to do as long as you continue to experience power cuts

Chris

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Wed, 28 Jun 2023 18:54:00 GMT

Hi,

Not a satisfactory solution. Either this is a known problem with eero and DVA or it is not and as such needs further investigation. I have copied an earlier response from Michelle:

on ‎30-05-2023 09:03 AM

Message 7 of 12

Morning,

Ok I understand and thanks for confirming. If this does continue to happen then please let us know and we can try replacing the Digital Voice Adapter to rule this out.

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Thu, 29 Jun 2023 06:11:26 GMT

Hello,

We can try sending a replacement DVA for testing purposes and returns bag but one of the DVA's would need to be returned. Would this be ok?

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Thu, 29 Jun 2023 08:10:07 GMT

Hi,

This would be worth trying. I will return the current one and test the replacement.

As an aside are there phones that do not require the DVA? Maybe I should replace my current phone.

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Thu, 29 Jun 2023 08:17:36 GMT

Morning,

Thanks for confirming. We've ordered the DVA and this should arrive in the next 48hrs. Not as far as I aware, the phone would need to be connected to the eero via the DVA. We will check back in with you next week to see how you're getting on.

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Mon, 03 Jul 2023 07:54:07 GMT

Morning,

Just checking back in to see if this has arrived?

Thanks 🙂

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Mon, 03 Jul 2023 08:02:22 GMT

Not yet. I'll keep you posted.

Hugh G

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

Anonymous — Mon, 03 Jul 2023 08:03:23 GMT

Morning,

Ok, thank you 🙂

Thanks

Re: Eero 6 and Grandstream HT801 phone doesn't work following power cut.

hughg — Mon, 03 Jul 2023 16:55:30 GMT

Hi,

Replacement arrived this afternoon. I made switch and simulated power cut and got the same result. I watched the system come back on. Both eero and DVA internet light were blinking then both became solid together but the phone line was dead. I powered the DVA off/on but even that didn't work immediately. I got message saying device not registered. After a couple of tries the phone line worked.

Assuming it is a problem with eero and the DVA will there be any updates to eero? Are they automatic?

Hugh G