topic Re: Phone over voip in Home Phone

Phone over voip

Trendy2000 — Tue, 12 Dec 2023 20:59:48 GMT

My land line phone is not working.

It seems like it is going to work, makes a dial tone then the peeps as i dial a number.

the phone is answered but after a couple of seconds it just cuts out, and the has a continuous bleep.

if I try to ring straight back again it has an engaged tone.

i cant receive calls?
any body any idea of the problem?
i have a Grandstream VOIP box.

all three lights are on.

tried unplugging and then switching back on.

Re: Phone over voip

Gleha — Tue, 12 Dec 2023 21:34:41 GMT

Same problem since 9 am this morning.

Contacted talk talk 3pm was told there was a problem and to try again in 3 hours .

NO JOY

Still waiting for talk talk to solve problem

would have been good if they had let users know

Re: Phone over voip

Gliwmaeden2 — Tue, 12 Dec 2023 22:10:55 GMT

They flagged it up in Service Status Dashboard earlier today, but seem to have removed the notice now.....

It was this:

@Trendy2000, make sure that you have added your Talktalk phone number in your community forum profile details, by going via your avatar/name; settings. Personal Information. SAVE CHANGES.

Just useful, in case staff need to check your specific case.

Appears to have been a more widespread problem however.

Re: Phone over voip

Anonymous — Wed, 13 Dec 2023 06:54:11 GMT

Good morning,

Apologies. There was a VOIP incident yesterday which should now be resolved. Is your voip/voice service now working?

Thanks

Michelle

Re: Phone over voip

Anonymous — Wed, 13 Dec 2023 08:23:54 GMT

Hi again,

Just to add,

We’re aware that some Full Fibre Digital Voice (VoIP) customers are currently unable to make and receive calls.

Latest update: 08:10am 13th December 2023

Service has been restored, we recommend if you're still being affected, to power down both the eero router and the Grandstream digital voice adapter and use the factory reset pin, this will clear the issue.

Thanks

Michelle

Re: Phone over voip

Trendy2000 — Wed, 13 Dec 2023 08:55:04 GMT

No still not working here

Re: Phone over voip

Anonymous — Wed, 13 Dec 2023 09:02:16 GMT

Hello,

Sorry for the confusion, it's the reset of the DVA.

Michelle

Re: Phone over voip

Trendy2000 — Wed, 13 Dec 2023 09:09:38 GMT

Just tried powering down both the Grandstream and the eero

pushed the factory reset button on the Grandstream

no luck, still having problems.

i can make a phone call for 7 seconds then it drops out, can’t receive calls

Re: Phone over voip

Anonymous — Wed, 13 Dec 2023 09:05:02 GMT

Hi,

I'm really sorry for the confusion, could you try resetting the DVA instead please.

Thanks

Michelle

Re: Phone over voip

Trendy2000 — Wed, 13 Dec 2023 09:11:13 GMT

Tried this Michele, still no joy.

if I make a call it works for just 7 seconds then fails every time

can not receive calls

Re: Phone over voip

Tulips99 — Wed, 13 Dec 2023 09:11:46 GMT

This is exactly my problem. I am about to reset eero and grandstream but not hopeful of a solution now

Re: Phone over voip

Anonymous — Wed, 13 Dec 2023 09:13:07 GMT

Hi Trendy2000,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Phone over voip

Anonymous — Wed, 13 Dec 2023 09:14:54 GMT

Hi Tulips99,

If this is still happening after the power down of the eero and the factory reset of the grandstream, then please can you create your own topic and we can look into this further for you.

Thanks

Michelle

Re: Phone over voip

Trendy2000 — Wed, 13 Dec 2023 09:21:10 GMT

I have done that Michelle

Re: Phone over voip

Trendy2000 — Wed, 13 Dec 2023 09:22:59 GMT

Reassuring to know it’s not just me, but sorry you are having the same problem!

Re: Phone over voip

Debbie-TalkTalk — Wed, 13 Dec 2023 09:30:02 GMT

Hi Trendy2000

Is it still not working after the power down of the eero and the factory reset of the grandstream?

Re: Phone over voip

Trendy2000 — Wed, 13 Dec 2023 09:39:13 GMT

No sadly it isn’t, have tried that procedure 3 times and still no luck.

sometimes I can make a call for around 7 seconds, then it drops out.

if I try calling again straight away I just get an engaged tone.

i can’t receive calls either

Re: Phone over voip

Anonymous — Wed, 13 Dec 2023 09:52:40 GMT

Hello,

Thanks for confirming. I've escalated this straight over to our Fault Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

Re: Phone over voip

Tulips99 — Wed, 13 Dec 2023 10:00:35 GMT

Ok. I have also just tried the above.switched off eero and grandstream and used reset button on grandstream and exact problems remain - no in coming calls and outgoing cuts off after a couple of seconds

Re: Phone over voip

Trendy2000 — Wed, 13 Dec 2023 10:01:36 GMT

Thank you for your help, I hope they can resolve the issue quickly.