topic Re: No incoming calls since new broadband upgrade in Home Phone

No incoming calls since new broadband upgrade

ekcooke — Sun, 14 Jan 2024 12:29:30 GMT

Upgraded to full fibre just after Christmas. Have just discovered by landline phone was neither making or receiving calls. Self help showed the phone had not been connected on installation, I can now make callks, but cannot receive them.......

Re: No incoming calls since new broadband upgrade

Gliwmaeden2 — Sun, 14 Jan 2024 13:08:36 GMT

Please ensure that you have completed your community forum profile details for TT staff to identify your account, @ekcooke.

Go via your avatar/name; settings; from the drop down menu: add your Talktalk phone number / account number in Personal Information. SAVE CHANGES.

Staff will reply during the week.

Re: No incoming calls since new broadband upgrade

ekcooke — Sun, 14 Jan 2024 14:06:05 GMT

I think I have!

Re: No incoming calls since new broadband upgrade

annienev123 — Sun, 14 Jan 2024 19:04:27 GMT

this has happened to me talktalk cancelled my telephone account and applied a new number without letting me know i could ring out but no incoming calls they have reinstated my old number

Re: No incoming calls since new broadband upgrade

Gliwmaeden2 — Sun, 14 Jan 2024 19:18:44 GMT

@annienev123, could be the same issue - we'll see when staff reply during the week.

Meanwhile, you received replies from staff nearly a week ago on your own thread to which we can't see any responses from you.

Please follow up on your own thread or post there to let us know if the matter is resolved.

You can keep track of your own topics by clicking on the ACTIVITY tab in your profile area, but here's the link to your thread anyway:

https://community.talktalk.co.uk/t5/Home-Phone/1471/td-p/3013262

Re: No incoming calls since new broadband upgrade

ekcooke — Sun, 14 Jan 2024 20:39:42 GMT

I don't think it is a number change, as a test outgoing call shows the correct caller ID

Re: No incoming calls since new broadband upgrade

Anonymous — Mon, 15 Jan 2024 07:36:16 GMT

Hello,

I'm sorry to hear this. Can I just confirm, are you using the eero and the digital voice adapter (DVA) or the Wifi Hub 2 router please?

Thanks

Michelle

Re: No incoming calls since new broadband upgrade

ekcooke — Mon, 15 Jan 2024 11:33:27 GMT

I don't know what a DVA is/does/looks like!

White EERO box with a steady white light.

Happy for you to call! We have two queries running.....

Re: No incoming calls since new broadband upgrade

Gliwmaeden2 — Mon, 15 Jan 2024 11:37:02 GMT

Support on the forum is online only, @ekcooke, so staff don't phone you.

Re: No incoming calls since new broadband upgrade

Anonymous — Mon, 15 Jan 2024 11:37:13 GMT

Morning,

We wouldn't be able to call directly as we are only able to provide support via the Community. If you have the eero then you should have a digital voice adapter. I've included a Help Guide below, could you try resetting the adapter please.

Digital Voice Adapter - TalkTalk Help & Support

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.

Thanks

Michelle

Re: No incoming calls since new broadband upgrade

ekcooke — Mon, 15 Jan 2024 13:52:58 GMT

Done.

Slow flash on the phone icon. Can make calls, but cannot receive - just cuts off

Re: No incoming calls since new broadband upgrade

ekcooke — Mon, 15 Jan 2024 16:42:52 GMT

Michelle

Did you see the reply I posted?

Re: No incoming calls since new broadband upgrade

Anonymous — Tue, 16 Jan 2024 07:06:35 GMT

Morning,

I'm sorry for the delay. I'll need to raise this over to our Faults Escalations Team. Could you re-check and confirm if the telephone number in your Community Profile is correct please as I can't locate your account? Please do not post any personal information on the Community.

Thanks

Michelle

Re: No incoming calls since new broadband upgrade

ekcooke — Wed, 24 Jan 2024 16:43:21 GMT

After many hours of getting no-where and being given a bit of a runaround, the excellent Mark in the TalkTalk SMT has come up with a solution.

We were not told this when we signed up, or when the new kit was installed, but our existing phone is incompatible with the system we now have - a new VOIP phone system is required. Others experiencing connectivity problems since going to Full Fibre may be in the same situation.

Now to try and find a new system that works for us and with the Grandstream/EERO equipment. It looks like not all VOIP phones are necessarily compatible with TalkTalk systems......

Re: No incoming calls since new broadband upgrade

Anonymous — Thu, 25 Jan 2024 07:02:52 GMT

Morning,

Thanks for the update. Was my colleague able to suggest a particular handset?

Thanks

Michelle

Re: No incoming calls since new broadband upgrade

ekcooke — Thu, 25 Jan 2024 14:47:05 GMT

No specifics about an appropriate handset to buy. Discussion today with an advisor in the Complaints Team stated TalkTalk do not recommend any units. Pointed out I am not alone, based on other comments on here, and that customers needing to change any hardware should be better supported, especially as it seems some VOIP phones seem not top be compatible with some ISPs. I don't want to buy equipment just to find it will not work.

I see the problems with landline phones and compatibility go back to 2022 and maybe more. Surely TalkTalk could have a plan in place?

Re: No incoming calls since new broadband upgrade

Anonymous — Fri, 26 Jan 2024 07:38:14 GMT

Morning,

I'll feed this back to the team to see if they can confirm a specific specification list. @Gondola - Are you currently using the VOIP service? Which handset do you have please?

Thanks

Michelle

Re: No incoming calls since new broadband upgrade

Gondola — Fri, 26 Jan 2024 08:37:45 GMT

Hi @Anonymous

VOIP phones are not supported by TalkTalk Digital Voice.

A standard UK specified landline phone or landline phone base station, with cordless DECT handsets, that plugs in to a UK phone socket are both supported. The phone or base station is plugged in to the TalkTalk supplied Digital Voice Adapter (eero packages) or TalkTalk supplied Hub2.

BT Digital handsets are not supported. These are DECT phones that require the base station integrated into the BT Hub 2 or later BT hub.

The TalkTalk Digital Voice app also adds support for mobile phones to be used in addition to a standard landline phone.

I hope this is helpful.

Re: No incoming calls since new broadband upgrade

Anonymous — Fri, 26 Jan 2024 08:39:33 GMT

Thanks @Gondola 🙂 Apologies for the confusion, I meant to say non VOIP handsets.

Michelle

Re: No incoming calls since new broadband upgrade

Gondola — Fri, 26 Jan 2024 08:55:08 GMT

No worries.

Having set out the basics of hardware that is supported, anyone needing to purchase a new handset should check that it can be returned if it doesn't work as expected with TalkTalk Digital Voice.

The Digital Voice app help content has further details of supported mobile phones.