topic One-way only calls on full fibre in Home Phone

One-way only calls on full fibre

JuneN — Tue, 02 Jul 2024 19:34:23 GMT

Ever since switching to full fibre (in the hope that it might resolve the regular line distortion during calls) I now find that 50% of the time, when someone calls me, they can hear me clearly but all I hear is silence. If I call them straight back it's usually fine.

Also, frequently when I make a call it just drops before connecting.

I've power cycled the Hub 2 router and reset it. Have given up trying to speak to the Talktalk call centre. After spending ages going through security and then waiting around, they decide that I need to speak to the Full Fibre team. I get passed over to them, same delays then they decide that as it's a "phone issue" I need to speak to the main support team, and round we go.

Any ideas how to progress this?

Thanks

June

Re: One-way only calls on full fibre

Anonymous — Wed, 03 Jul 2024 06:19:15 GMT

Morning June,

I'm sorry to hear this. Can I just confirm, do you mean that the voice issue was also happening on the copper voice line before changing to FTTP and digital voice? Have you ever tested with a different phone?

Thanks

Michelle

Re: One-way only calls on full fibre

JuneN — Wed, 03 Jul 2024 19:05:26 GMT

Hi Michelle

It was a different issue on the copper voice line; again intermittent, but there would be very heavy distortion so you could only just make out the caller's voice. Calling back it would be clear, and happened with different handsets. That did still happen a few times after the move to full fibre, but seems to have stopped now.

On the FTTP line now the caller can hear me clearly but no sound at all my end. Redialling usually goes through fine. I've not been able to try with another handset but doesn't feel like a handset issue, and has only happened since the move to FTTP.

Probably unrelated but the Call Waiting function has also stopped working since the move to FTTP.

Thanks

June

Re: One-way only calls on full fibre

Anonymous — Thu, 04 Jul 2024 05:45:59 GMT

Hi June,

Thanks for confirming. Have we ever sent a replacement wifi hub 2 to rule this out? If not then I think we should try a replacement router.

Michelle

Re: One-way only calls on full fibre

JuneN — Thu, 04 Jul 2024 07:41:58 GMT

Hi Michelle

This is the Hub 2 that was sent out as part of the FTTP upgrade (original hub had no PSTN socket). Happy to try a replacement.

Many thanks

June

Re: One-way only calls on full fibre

Anonymous — Thu, 04 Jul 2024 07:48:43 GMT

Hi June,

It's not giving us the option to send another Wifi Hub 2 but an eero instead. Would you like to try the eero with the digital voice adapter instead to see how this compares?

Michelle

Re: One-way only calls on full fibre

JuneN — Thu, 04 Jul 2024 09:05:24 GMT

Hi MIchelle - yes please, at this stage happy to try anything to resolve the issue!

Are you sending the voice adapter as well?

Many thanks

June

Re: One-way only calls on full fibre

Anonymous — Thu, 04 Jul 2024 09:11:39 GMT

Hi @JuneN

I've ordered the eero and digital voice adapter, please allow 24-48hrs for this to arrive.

If you receive an email to say that this is chargeable then please ignore this, there will be no charge for this.

Thanks

Michelle

Re: One-way only calls on full fibre

JuneN — Thu, 04 Jul 2024 09:16:46 GMT

Thanks, Michelle - will get it set up and try it for a couple of weeks to see what happens. Will let you know.

June.

Re: One-way only calls on full fibre

Anonymous — Thu, 04 Jul 2024 09:27:33 GMT

Great, thank you 🙂 We'll check back in with you next week 🙂

Michelle

Re: One-way only calls on full fibre

JuneN — Sun, 07 Jul 2024 11:51:56 GMT

Hi Michelle.

Thanks for sending the Eero. Didn't get us very far, I'm afraid. Got my son to swap over the routers, but when going through Eero setup on the app the Eero wouldn't connect to the Internet. Tried resetting everything including the fibre modem, no joy.

Apparently when the engineers installed the fibre line they said an Eero would have to be plugged into the Hub2 to work, which doesn't make sense - but we tried it and it actually does work. However, apart from being messy it still leaves the Hub2 in the equation.

Also, even in this configuration the ATA doesn't work when plugged into the Eero, only when plugged into the Hub2.

Regards

June

Re: One-way only calls on full fibre

Anonymous — Mon, 08 Jul 2024 06:18:34 GMT

Morning June,

Did the Digital Voice Adapter also arrive? We'll need to make a change to your profile for the eero to work. When would be the best time to do this as your connection will be down for up to 1 hour?

Thanks

Michelle

Re: One-way only calls on full fibre

JuneN — Mon, 08 Jul 2024 17:25:52 GMT

Hi Michelle - Geoff here (June's son).

Yes, the voice adapter arrived too, thanks. Before you change the config I'll need to get someone to set up the TV and phone/iPad to use the eero's wifi so that everything will work once we switch over to it.

How much notice do you need to make the configuration change, and during what hours can it be done please?

Regards - Geoff

Re: One-way only calls on full fibre

Chris-TalkTalk — Tue, 09 Jul 2024 08:00:00 GMT

We can generally do the change between 7am-3:30pm. When you let us know we can usually do it straight away within those hours

Chris

Re: One-way only calls on full fibre

JuneN — Tue, 09 Jul 2024 09:51:29 GMT

Thanks, Chris. Will probably be early Thursday afternoon, will update here when we're ready for the change.

Geoff.

Re: One-way only calls on full fibre

Chris-TalkTalk — Tue, 09 Jul 2024 10:02:56 GMT

OK Geoff, no problem 🙂

Re: One-way only calls on full fibre

JuneN — Wed, 17 Jul 2024 18:43:00 GMT

Hi Chris/Michelle

Could you please make the config change for the eero to work tomorrow (Thurs 18th) please? Ideally around 12.30 as I'll have someone available to swap the cabling around and connect the eero in place of the hub.

Please update the ticket when done.

Thanks - Geoff.

Re: One-way only calls on full fibre

Chris-TalkTalk — Thu, 18 Jul 2024 07:15:15 GMT

Hi Geoff,

Could I just ask, are you posting from a device connected to your TalkTalk landline?

Chris

Re: One-way only calls on full fibre

JuneN — Thu, 18 Jul 2024 07:21:48 GMT

Hi Chris - no, I'm liaising with you on Mum's (June) behalf so I'm miles away on a separate connection.

Thanks - Geoff.

Re: One-way only calls on full fibre

Chris-TalkTalk — Thu, 18 Jul 2024 07:41:54 GMT

OK thanks 🙂