topic Re: New Future Fibre65VOIP service but VOIP does not work in Full Fibre

New Future Fibre65VOIP service but VOIP does not work

ml2000 — Mon, 06 Feb 2023 19:12:46 GMT

CityFibre installed and activated my new (Future) Fibre65VOIP service today but left without ensuring that the Digital Voice service was working. On contacting TalkTalk Technical Support I was told that the Digital Voice service needed to be set up and that it could take a week for that to happen!

So, at the moment, when my Gigaset DECT cordless phone is plugged into the Phone socket of the Wi-Fi Hub 2 router the phone line is dead. The phone line is still working however when plugged into the Master Socket of the old copper line.

The Internet appears to be working fine with 4 green lights on the CityFibre ONT and white light on the Wi-Fi Hub 2 Router, although on Day 1, upload speed is about twice as fast as download speed.

Can something please be done to expedite the activation of the Digital Voice service? Thanks.

Re: New Future Fibre65VOIP service but VOIP does not work

ferguson — Mon, 06 Feb 2023 19:19:24 GMT

Fast upload speed on City Fibre is quite normal, your download speed is capped because of the package you have chosen. Perhaps wait and see for the week or so suggested and leave your phone connected to the old socket in the meantime?

Re: New Future Fibre65VOIP service but VOIP does not work

ml2000 — Mon, 06 Feb 2023 19:29:05 GMT

Well, the TalkTalk Wi-Fi Hub 2 leaflet advises that Digital Voice should go live when the broadband service goes live and no-one from TT Support was able to give me a coherent reason for the delay. So if an OCE can do something to speed things up, that is what I would ideally like to happen.

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Tue, 07 Feb 2023 07:29:48 GMT

Hi ml2000,

Is the digital voice service still not working today?

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

ml2000 — Tue, 07 Feb 2023 07:47:09 GMT

Yes correct, Digital Voice is still not working today.

Thanks.

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Tue, 07 Feb 2023 08:02:43 GMT

OK thanks. Could you try switching the ONT and the router off for 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

ml2000 — Tue, 07 Feb 2023 09:23:40 GMT

Thanks @Chris-TalkTalk . Have switched off ONT and router for 30 minutes and retested but digital voice line is still dead, so have just replugged phone back into Copper Master socket.

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Tue, 07 Feb 2023 09:27:57 GMT

Thanks for trying that. Just to confirm, your internet connection is working OK, it's just digital voice that isn't working?

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

ml2000 — Tue, 07 Feb 2023 11:01:37 GMT

Yes @Chris-TalkTalk , that's correct.

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Tue, 07 Feb 2023 12:42:35 GMT

OK, I'm going to try making a change, could you please give it a few minutes and then retest and let me know if it's made any difference

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Tue, 07 Feb 2023 12:45:42 GMT

OK, I've made the change, it can take up to 24 hours to take effect but it usually much sooner. Could you please retest in a few minutes and let me know if it's made any difference

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Tue, 07 Feb 2023 14:41:26 GMT

Hi ml2000,

How are you getting on, has the issue been resolved?

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Tue, 07 Feb 2023 15:29:46 GMT

OK, as you've not got back to me I'll change the settings back, just in case the change I made has caused a problem with your broadband connection

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

ml2000 — Tue, 07 Feb 2023 17:26:15 GMT

Hi @Chris-TalkTalk

Apologies, I had to go out this afternoon (Tuesday). Can we reconvene tomorrow (Wednesday) where I will be available from first thing in the morning and will be on the lookout for a message from you? Many thanks.

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Wed, 08 Feb 2023 07:16:40 GMT

OK, no problem, could you just confirm that digital voice still isn't working

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

ml2000 — Wed, 08 Feb 2023 07:25:35 GMT

Hi @Chris-TalkTalk I can confirm that digital voice is still not working this morning.

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Wed, 08 Feb 2023 08:46:25 GMT

OK, if the change I make causes a problem with your Internet connection will you still be able to post to let me know?

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

ml2000 — Wed, 08 Feb 2023 08:50:12 GMT

Yes @Chris-TalkTalk I will still be able to post if that's the case. Thanks.

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Wed, 08 Feb 2023 08:53:07 GMT

OK, I'll make the change now. If you lose your Internet connection just let me know and I'll change it back. The change should take effect within about an hour but can take longer

Chris

Re: New Future Fibre65VOIP service but VOIP does not work

Chris-TalkTalk — Wed, 08 Feb 2023 08:55:29 GMT

OK I've made the change