topic Re: Viop not working i currently have no land line. in Home Phone

Viop not working i currently have no land line.

Blahwibble — Fri, 05 Jan 2024 12:05:03 GMT

I have lost my connection to my viop landline and am told the device is not registered, this happened previously after a software update on my eero router. I fixed it then by restarting all the devices which solved the problem, however nothing has worked this time round. What else could be wrong ?

Re: Viop not working i currently have no land line.

Anonymous — Fri, 05 Jan 2024 12:10:43 GMT

Good afternoon,

I'm sorry to hear this. Have you tried resetting the Digital Voice Adapter? (DVA)

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

Michelle

Re: Viop not working i currently have no land line.

Blahwibble — Fri, 05 Jan 2024 13:53:32 GMT

Thanks for the reply Michelle how do I connect the dva to the ont please

Re: Viop not working i currently have no land line.

Anonymous — Fri, 05 Jan 2024 14:11:08 GMT

Hi again,

In fact, could you try this instead please.

RESETTING YOUR DIGITAL VOICE ADAPTER

If your Digital Voice adapter or router has stopped working, we may ask you to reset it to check everything's working as intended. To do this:

Insert a pin or straightened paper clip into the hole labelled “Reset” on your Digital Voice adapter.
Slightly push and hold it in for up to 20 seconds; or until all the lights, apart from the power light, switch off. Once this happens release the reset button.

Factory reset of the device will take a full 15 minutes and you need to wait until the allotted time has passed for the full factory reset to be completed. After 15 minutes, check your Digital Voice adapter device and try to re-test to check if the issue resolved.

Michelle

Re: Viop not working i currently have no land line.

Blahwibble — Fri, 05 Jan 2024 14:38:33 GMT

Hi I've done the reset and the problem has not been resolved. It still says device not registered

Re: Viop not working i currently have no land line.

Anonymous — Mon, 08 Jan 2024 06:56:36 GMT

Morning,

I'm sorry for the delay and also to hear this. Could you confirm if the VOIP service is still not working since your last post and I will pass this straight over to our Fault Escalations Team for further investigation?

Thanks

Michelle

Re: Viop not working i currently have no land line.

Blahwibble — Mon, 08 Jan 2024 16:44:32 GMT

Thanks for getting back to me, no the voip service is still not working.

That would be great if you can report it to the fault team.

Thanks

Paula

Re: Viop not working i currently have no land line.

Chris-TalkTalk — Tue, 09 Jan 2024 08:55:57 GMT

Hi Paula,

I've passed this to our Future Fibre team. I'll let you know when I receive an update or they may contact you directly

Chris

Re: Viop not working i currently have no land line.

Blahwibble — Tue, 09 Jan 2024 18:16:28 GMT

Hi Chris

Thank you

Paula

Re: Viop not working i currently have no land line.

Anonymous — Wed, 10 Jan 2024 08:04:11 GMT

Hi Paula,

If you don't hear back from the team by today then please let us know and we can chase this for you.

Thanks

Michelle

Re: Viop not working i currently have no land line.

Blahwibble — Thu, 11 Jan 2024 05:39:59 GMT

Hi Michelle

I've not heard anything as yet.

Thanks

Paula

Re: Viop not working i currently have no land line.

Anonymous — Thu, 11 Jan 2024 07:12:39 GMT

Hi Paula,

I've just contacted our team now and have asked if they can provide an update on this. We'll post back as soon as we know more.

Thanks

Michelle

Re: Viop not working i currently have no land line.

Blahwibble — Wed, 17 Jan 2024 06:38:59 GMT

Hi Michelle

Have you any updates from the fibre team as I haven't heard anything and my phone line is still not working.

Thanks Paula

Re: Viop not working i currently have no land line.

Chris-TalkTalk — Wed, 17 Jan 2024 10:28:36 GMT

I'll chase it up and get back to you, apologies for the delay

Chris

Re: Viop not working i currently have no land line.

Blahwibble — Sun, 21 Jan 2024 09:42:24 GMT

As I have had no update on this fault and the fact that the phone line has now become intermittent over the past two days, which would imply the dva has a fault. Please can you supply me with a contact number so that I can get this resolved as I am reluctant to pay for a service which is not been provided.

Many thanks

Paula Dawson

Re: Viop not working i currently have no land line.

Chris-TalkTalk — Mon, 22 Jan 2024 07:52:11 GMT

Hi Paula,

Apologies for the delay. So just to confirm, the service is now working intermittently?

Chris

Re: Viop not working i currently have no land line.

Blahwibble — Mon, 22 Jan 2024 17:06:46 GMT

Hi Chris

Yes it comes on for a few hours then goes off again at different times of day.

Paula

Re: Viop not working i currently have no land line.

Chris-TalkTalk — Tue, 23 Jan 2024 07:25:36 GMT

I can send another DVA to test with, would you like me to arrange this?

Chris

Re: Viop not working i currently have no land line.

Blahwibble — Tue, 23 Jan 2024 07:41:39 GMT

Hi Chris

Yes please that would be great, as it was working last night and this morning it has gone off.

Thanks

Paula

Re: Viop not working i currently have no land line.

Chris-TalkTalk — Tue, 23 Jan 2024 08:01:09 GMT

OK, I've ordered the replacement DVA, it should be with you within a couple of working days

Chris