topic Re: Landline not working after upgrading to full fibre in Home Phone

Landline not working after upgrading to full fibre

theblackcat — Thu, 02 Nov 2023 12:57:52 GMT

Hello, I was upgraded to fibre 150 with digital voice yesterday, but my Grandstream digital voice adapter won't register my phone.

I left the digital voice adapter connected to my eero 6 all night long, but the phone indicator still doesn't light up. The other two indicators do though.

I read through the forum yesterday, so I've already tried the following...

Setting up the device exactly as shown in the guide.
Turning everything off for 30 minutes.
Resetting the digital voice adapter via the pinhole.
Plugging the digital voice adapter directly into the ONT for 10-15 minutes.

Any combination of the above doesn't solve the problem.

Yesterday if I reconnected my phone to the older master socket then I was still able to make calls, but today it's totally dead. And if I call my landline from my mobile it goes straight to voicemail.

Re: Landline not working after upgrading to full fibre

KeithFrench — Thu, 02 Nov 2023 13:17:46 GMT

Normally you have to disconnect the Eero from the ONT and connect the Grandstream in place of it. Whilst connected, reset the Grandstream. Assuming that the phone registers OK, put all connections back as they should be.

Re: Landline not working after upgrading to full fibre

theblackcat — Thu, 02 Nov 2023 13:31:23 GMT

All of the points I've mentioned I've tried in various combinations, including the one that you've suggested. Unfortunately it simply doesn't work.

Re: Landline not working after upgrading to full fibre

KeithFrench — Thu, 02 Nov 2023 13:32:18 GMT

Then I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Landline not working after upgrading to full fibre

Karl-TalkTalk — Thu, 02 Nov 2023 14:44:24 GMT

I've made a change here, can you connect the grandstream to the ont and reset it, so we can see if it autheticates.

Thanks

Karl.

Re: Landline not working after upgrading to full fibre

theblackcat — Thu, 02 Nov 2023 22:15:48 GMT

Hi Karl, thanks for looking into this issue for me.

I did what you asked, but so far it still hasn't authenticated. I'm not sure if turning everything off again for half an hour would help? ~~I'll wait a while for you to reply, just in case you want to change anything else first.~~

EDIT: As you didn't reply I eventually powered everything off for half an hour, then I connected the Grandstream to the ONT and reset it. I then waited 15 minutes and unfortunately it still didn't authenticate.

If I access the Grandstreams web interface it says "Provision: Not running, Last status : Unable to download xml config data." and the port status shows my phone number as the user ID and "Not Registered" next to that. So I'd guess somethings not configured correctly on your end?

And I don't know if this is related to the changes that you made, but it looks like Callsafe was reset as all of my approved and blocked numbers were removed? And my profile now correctly shows Fibre 150 VoIP + mobile instead of Fibre 65 + mobile, but it still thinks that I'm out of contract, even though I'm on a new contract with Fibre 150 and digital voice.

Re: Landline not working after upgrading to full fibre

mahmed920552 — Thu, 02 Nov 2023 15:55:19 GMT

Re: Landline not working after upgrading to full fibre

Gliwmaeden2 — Thu, 02 Nov 2023 15:47:21 GMT

@mahmed920552, better to follow up on your own thread (same subject heading!), which is here:

https://community.talktalk.co.uk/t5/Home-Phone/Landline-not-working-after-full-fibre-upgrade/td-p/2998996#M156040

The OP on this thread is still seeking a resolution, so it's best not to confuse replies etc.

Re: Landline not working after upgrading to full fibre

Karl-TalkTalk — Fri, 03 Nov 2023 06:49:42 GMT

Hi @theblackcat

All errors have cleared here, can you try this again now please.

Thanks

Karl.

Re: Landline not working after upgrading to full fibre

theblackcat — Fri, 03 Nov 2023 09:24:02 GMT

Hi Karl, thanks again for the reply.

I left the digital voice adapter connected to the ONT all night long, but the phone indicator still wasn't lit up. So I read your reply and then powered everything off, powered on the ONT, powered on the digital voice adapter, reset the digital voice adapter and then waited 10 minutes. Unfortunately it's still not authenticating though.

According to Grandstream when the port status is displayed as "Not Registered" and provision says "Not running, Last status : Unable to download xml config data." then the issue is likely DNS related as it's failing to connect to both the SIP outbound proxy server and the config server. So it'd seem like something isn't configured correctly on your end or I was sent a misconfigured device?

Re: Landline not working after upgrading to full fibre

Karl-TalkTalk — Fri, 03 Nov 2023 09:23:59 GMT

I've asked our network teams to have a look at this for you.

Thanks

Karl.

Re: Landline not working after upgrading to full fibre

theblackcat — Mon, 06 Nov 2023 04:11:49 GMT

I've tried all weekend to get this to work, but as I haven't been able to get the digital voice adapter to download the config file I contacted Grandstream again and they told me how this should work.

Apparently when you power on the ATA (aka DVA) it connects to your server to get any new firmware and config files. Then the device is reloaded with the new TalkTalk settings, which is how the device ends up being locked down (no web interface, SSH or dialer config options). But for me provisioning always fails with "Unable to download xml config data", so my device isn't locked down and because most of the default settings are wrong the device fails to connect to the SIP server.

Because TalkTalk are using a customised firmware Grandstream can only theorise, but they've told me that if it's not a DNS issue then there's a few possibilities.

Your servers rejecting the username or password from my device.
Your servers rejecting my digital voice adapters MAC address for some reason.
Your servers missing a config file for my digital voice adapter (config file names contain MAC addresses).
The device wasn't configured correctly before it was sent to me.

If I access the DVA and go to the FXS port tab and change the DNS mode from A Record to SRV then my phone does register, but because most of the other settings are wrong I can't make or receive calls. So if necessary, I could reset the digital voice adapter and then leave it connected directly to the ONT for a few hours today? That way someone from the (network?) team could connect to it via the web interface, see what I'm seeing and then make any necessary changes to get this working correctly.

I've added my digital voice adapters MAC address and serial number to my private notes, should your network team want to investigate further.

You might also see a fault ticket created by the online chat, but I don't expect anything to come from that one since they were clearly following a script and they didn't seem to understand how this works.

Re: Landline not working after upgrading to full fibre

Karl-TalkTalk — Mon, 06 Nov 2023 06:57:11 GMT

I'll chase this with our network teams this morning for you

Thanks

Karl.

Re: Landline not working after upgrading to full fibre

theblackcat — Mon, 06 Nov 2023 09:18:30 GMT

Thanks Karl.

I'm going to be heading out for a few hours, so I'll reset my DVA and connect it directly to the ONT.

If someone from your network team can figure out my public IP address while I'm away until 5pm today then they should be able to log into the DVA via it's web interface and fix this. Assuming that's required and this isn't just a configuration issue on your end.

Re: Landline not working after upgrading to full fibre

Karl-TalkTalk — Mon, 06 Nov 2023 09:11:52 GMT

No Problem. I'll let you know as soon as I get a reply.

Karl

Re: Landline not working after upgrading to full fibre

Karl-TalkTalk — Mon, 06 Nov 2023 09:48:31 GMT

Hi @theblackcat

Our network teams have a callback scheduled for you, between 12-2pm today.

Thanks

Karl.

Re: Landline not working after upgrading to full fibre

theblackcat — Mon, 06 Nov 2023 10:26:21 GMT

That wouldn't be with regards to the online chat I had, would it? Since they didn't understand the issue and were trying to instruct me to reset my eero 6, even though I've tried that before and I've also tried connecting the DVA to other routers that I own. And as you're aware, the recommended way to get the DVA working is to connect it to the ONT and then perform a reset, which cuts out the router altogether anyway.

If they call my landline then that won't work and if they call my mobile I might not receive the call, since I'm not at home now and my signal is spotty.

Ideally the network team needs to be made aware of the last post I made, since it shows the error and probable causes.

Re: Landline not working after upgrading to full fibre

Karl-TalkTalk — Mon, 06 Nov 2023 10:31:37 GMT

It is our network teams who will call, and I've made then aware of all that has been tried so far.

Karl.

Re: Landline not working after upgrading to full fibre

theblackcat — Mon, 06 Nov 2023 23:11:07 GMT

I spoke to someone from your network teams earlier today and they seem to think that this is a known issue that's impacting a number of customers? So for the time being all calls to my landline are being forwarded to a household members mobile.

Prior to call forwarding being temporarily enabled by your network team I did have the TalkTalk digital voice app setup and working from my mobile, but now everything seems to be going to the household members mobile and the digital voice app doesn't receive calls or 1471 updates. This is fine for the time being though, since the selected household member does keep their mobile on at all times.

I just hope that your network teams don't try to blame Openreach for this, because like I said in my previous post...

@theblackcat wrote:
If I access the DVA and go to the FXS port tab and change the DNS mode from A Record to SRV then my phone does register, but because most of the other settings are wrong I can't make or receive calls.

And the TalkTalk digital voice app was working too, which kind of proves that the fault is with your config server or the DVA that I received. So if your network teams don't resolve this issue in a few days maybe it'd be worth deactivating call forwarding, making sure that VoIP is re-enabled for everything and then sending me a replacement DVA?

I'll check back for updates and post again if I hear anything more from your network teams.

Re: Landline not working after upgrading to full fibre

Anonymous — Tue, 07 Nov 2023 06:33:57 GMT

Morning,

Thank you for the update and please let us know how you get on.

Thanks

Michelle