topic Re: Not able to connect phone via the supplied DVA in Fibre

Not able to connect phone via the supplied DVA

DaveEG — Sat, 08 Apr 2023 15:18:28 GMT

I had Fibre 150 installed on Tuesday and the internet connection and speeds are fine. I have not been able to use my phone via the DVA as the phone light on the DVA remains off no matter what I have tried. I have powered down the network for over 30 minutes, still no phone light. I have connected the DVA directly to the ONT and when the the internet light on the DVA illuminated I carried out a factory reset of the DVA, still no phone light. Is there anything further I can do to resolve this to use the phone VIOP provision?

Re: Not able to connect phone via the supplied DVA

KeithFrench — Sun, 09 Apr 2023 10:00:59 GMT

I asked someone else to do the same as you have done the other day. Whilst it did not work at first, it suddenly started working a day or so later.

If it is still the same tomorrow, post back on here & I will ask the TalkTalk support staff on here to look at your case when they return after the bank holiday.

Re: Not able to connect phone via the supplied DVA

DaveEG — Sun, 09 Apr 2023 11:44:50 GMT

Thank you Keith, I will post tomorrow if the issue is not resolved.

Re: Not able to connect phone via the supplied DVA

DaveEG — Mon, 10 Apr 2023 08:59:39 GMT

Hello Keith, It is still the same today, the telephone light on the DVA remains unlit.

Re: Not able to connect phone via the supplied DVA

KeithFrench — Mon, 10 Apr 2023 09:27:18 GMT

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, broadband phone number & if possible 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: Not able to connect phone via the supplied DVA

Karl-TalkTalk — Mon, 10 Apr 2023 09:30:07 GMT

Hi DaveEG

Can you add the phone number or account number or FTTP number to your 'Community Profile' please.

Thanks

Karl.

Re: Not able to connect phone via the supplied DVA

DaveEG — Mon, 10 Apr 2023 13:15:21 GMT

Hi Karl,

As requested, I have added Phone number and Email to my community profile.

Re: Not able to connect phone via the supplied DVA

Karl-TalkTalk — Mon, 10 Apr 2023 13:47:57 GMT

I've made a change here, can you reset the DVA, hold down the reset button for 20 seconds to allow it to get an IP, then retest and see if anything changes.

Karl.

Re: Not able to connect phone via the supplied DVA

DaveEG — Mon, 10 Apr 2023 14:36:17 GMT

Hi, I have reset the DVA for 20 seconds as requested, the telephone light on the DVA remains unlit. Two blue lights only, power and internet.

Re: Not able to connect phone via the supplied DVA

Chris-TalkTalk — Tue, 11 Apr 2023 09:21:04 GMT

Hi Dave,

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

Chris

Re: Not able to connect phone via the supplied DVA

DaveEG — Tue, 11 Apr 2023 11:40:56 GMT

Hi Chris,

Thank you for your help.

I have tried the DVA direct to the ONT with a DVA reset and still have no telephone light on.

Dave

Re: Not able to connect phone via the supplied DVA

Chris-TalkTalk — Tue, 11 Apr 2023 11:52:56 GMT

OK thanks for trying that Dave, I'll pass it over to our Future Fibre team and ask them to take a look

Chris

Re: Not able to connect phone via the supplied DVA

DaveEG — Tue, 11 Apr 2023 12:07:19 GMT

Thanks for that Chris, the help is appreciated.

Dave

Re: Not able to connect phone via the supplied DVA

Chris-TalkTalk — Tue, 11 Apr 2023 12:16:02 GMT

No problem. Just to confirm, you do have the eero router and not the Sagemcom?

Chris

Re: Not able to connect phone via the supplied DVA

DaveEG — Tue, 11 Apr 2023 13:02:22 GMT

Chris,

I have both the eero and the Sagecom. For initial set up I have used the eero direct into the ONT with the DVA also into the eero. The Sagecom was not connected. When I can get the phone working I would like to revert to using the Sagecom as it has 4 ethernet ports rather than the 2 available on the eero. Is this possible?

Dave

Re: Not able to connect phone via the supplied DVA

Chris-TalkTalk — Tue, 11 Apr 2023 13:30:43 GMT

Thanks Dave, which Sagemcom do you have, do you have the one with the telephone port (the port may be covered with a green sticker)?

Chris

Re: Not able to connect phone via the supplied DVA

DaveEG — Tue, 11 Apr 2023 13:41:38 GMT

Chris, It is a Sagemcom FAST5364 but does not have a telephone port. It has 4 ethernet ports, 1 WAN port and 1 Broadband port which used to connect to the wired telephone socket before the fibre connection was completed.

Dave

Re: Not able to connect phone via the supplied DVA

Chris-TalkTalk — Tue, 11 Apr 2023 13:49:21 GMT

OK thanks Dave, (the wifi hub 2, the one with the telephone port, is the FAST5464). I'll ask our Future Fibre team to take a look. I'll let you know when I receive and update or they may contact you directly

Chris

Re: Not able to connect phone via the supplied DVA

DaveEG — Thu, 13 Apr 2023 07:36:06 GMT

Hi Chris,

Good morning, have you received an update from the Future Fibre team?

Dave

Re: Not able to connect phone via the supplied DVA

Anonymous — Mon, 17 Apr 2023 05:38:00 GMT

Morning,

I'm sorry for the delay. Can I just confirm, have you been contacted since your last post?

Thanks