topic Re: All inbound calls display as "Withheld" in Home Phone

All inbound calls display as "Withheld"

Montana — Tue, 06 Feb 2024 13:18:19 GMT

Hi @OCEs,

As title and similar to other threads on this, all calls being received display as "Withheld", or "Unknown" via the TT Digital Voice app.

Have tested calling in from known numbers not set to withhold their number.

For reference:

My Account calling features has caller display ticked.

Only have caller display and last caller barring in use on the phone, no boosts.

[Note: U/L call boost was removed in October - would this change have anything to do with it?]

Call Safe is off, and never been on.

Please advise.

Many thanks

Re: All inbound calls display as "Withheld"

Anonymous — Tue, 06 Feb 2024 13:09:29 GMT

Hello,

Can I just confirm, do you mean that they show unknown in the app or on the actual handset?

Thanks

Michelle

Re: All inbound calls display as "Withheld"

Montana — Tue, 06 Feb 2024 13:58:59 GMT

Hi @Anonymous

Neither will display the number calling. 'withheld' on the handset, 'unknown' on the app.

Thanks

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Tue, 06 Feb 2024 14:36:03 GMT

Hi Montana,

Do you have your telephone handset connected to your router or are you using an eero with the grandstream digital voice adapter?

Chris

Re: All inbound calls display as "Withheld"

Montana — Tue, 06 Feb 2024 15:39:21 GMT

Hi @Chris-TalkTalk

Up until yesterday I had the telephone handset connected to the router (TT Hub) and was having this caller display issue. Also same with the app.

Have now (due to end of/out of contract renewal) moved to an eero package and continue to have the issue with the app.

I've not received a grandstream (as noted in a recent separate post) to use.

So considering the above the caller display issue doesn't look related to which set up I have at home.

Hope this clarifies

Thanks

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Tue, 06 Feb 2024 15:39:26 GMT

I thinks we should wait for the grandstream and try the telephone then to see if caller display then works. It is enabled so hopefully it will work with the eero and grandstream

Chris

Re: All inbound calls display as "Withheld"

Montana — Tue, 06 Feb 2024 17:07:03 GMT

Ok thanks @Chris-TalkTalk

Not sure how this will fix things.

Should have mentioned also that the voicemail service is no longer working either

Will try the voice adaptor once it arrives. Are you able to confirm if a grandstream is actually on the way?

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Wed, 07 Feb 2024 08:37:27 GMT

The voice adapter hasn't been sent yet so I've ordered one, it should be with you within a couple of days (probably tomorrow)

Chris

Re: All inbound calls display as "Withheld"

Montana — Wed, 07 Feb 2024 10:58:02 GMT

Great, thanks @Chris-TalkTalk ,

However, please note, on further checking here, it appears that none of the call services are working, that is caller display, last caller barring and voicemail.

Any chance this can be escalated?

Thanks

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Wed, 07 Feb 2024 11:08:43 GMT

I should be able to resync the call services but because there's no telephone attached the system isn't letting me get that far. When you've connected the DVA and a telephone hopefully I'll be able to resync the voice services but if not then I can escalate it then

Chris

Re: All inbound calls display as "Withheld"

Montana — Mon, 12 Feb 2024 12:09:14 GMT

Thanks @Chris-TalkTalk ,

I connected up the grandstream late Friday, so its been running over the weekend. None of the call services noted in my last post have worked still, also 1471 is not working either.

Please update when the resync has been run , if this is the next course of action

Many thanks

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Mon, 12 Feb 2024 12:30:28 GMT

OK, could you try the following please:

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

Chris

Re: All inbound calls display as "Withheld"

Montana — Mon, 12 Feb 2024 13:35:36 GMT

Ok @Chris-TalkTalk ,

Thanks, I've done all that.

then tried calls in from two different phones but still saying withheld, well actually displaying unavailable, anonymous now! 😞

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Mon, 12 Feb 2024 13:50:44 GMT

Thanks for trying that It's showing on our systems that the telephone isn't connected. So you can make and receive calls from the telephone connected to the DVA?

Chris

Re: All inbound calls display as "Withheld"

Montana — Mon, 12 Feb 2024 16:21:16 GMT

Hi @Chris-TalkTalk ,

In update... Yes, can make and receive calls from the phone connected to the DVA.

For the record the DVA shows solid blue phone light and internet light

Is the phone still showing as not connected?

The noted call services remain not working.

Please take it that they remain not working unless I post otherwise.

Thanks

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Tue, 13 Feb 2024 07:22:54 GMT

Thanks. Our systems still don't show that there is a telephone connected. Could you just try switching the ONT, eero and DVA off and leave them off for at least 30 minutes, then switch back on and let me know when you've done this

Thanks

Chris

Re: All inbound calls display as "Withheld"

Montana — Tue, 13 Feb 2024 18:13:12 GMT

Hi @Chris-TalkTalk ,

Re: your last post. Couldn't do the switch off earlier, but hoping you'll be able to pick this up tomorrow [Wed].

Confirming now that the the ONT, eero and DVA have been switched off for over half an hour and are back on.

Is the phone showing as connected?

Thanks

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Wed, 14 Feb 2024 10:27:35 GMT

Thanks for that. Unfortunately still showing not connected. Could you just confirm that the telephone is till working and I'll pass this over to our Future Fibre team for further investigation

Chris

Re: All inbound calls display as "Withheld"

Montana — Wed, 14 Feb 2024 12:23:29 GMT

Ok thanks @Chris-TalkTalk ,

Yes the phone is working. No change to the calling features issues 😞

Re: All inbound calls display as "Withheld"

Chris-TalkTalk — Wed, 14 Feb 2024 12:35:19 GMT

OK thanks, I'll pass it over to our Future Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Thanks

Chris