topic Grandstream - calls suddenly cutting off in Full Fibre

Grandstream - calls suddenly cutting off

Gleha — Tue, 12 Dec 2023 14:48:31 GMT

I have had an Eero with Grandstream VOIP for over 12 months and have had minimum disruption.

I have not changed any equipment but today calls will ring out and then cut out after about 10 seconds.

I have turned off Eero and Grandstream 4 times with no success.

Eero said there was an update due so I did that and turned everything off again twice but to no avail,

I have tried to contact talk talk via my account but just have message saying all agents are busy.

Has anyone else had similar problems and had a solution?

Re: Grandstream - calls suddenly cutting off

Gleha — Tue, 12 Dec 2023 15:37:24 GMT

Just had update from technical team

Apparently talk talk having problems with VOIP and working to restore service

Told to reboot in 2 to 3 hours

will update if that works

Re: Grandstream - calls suddenly cutting off

Modelman — Tue, 12 Dec 2023 16:25:48 GMT

I've got the same issue here for incoming and outgoing calls. It's also giving a engaged tone as well sometimes. I wondered why the phone has been quiet this afternoon.

Re: Grandstream - calls suddenly cutting off

Gleha — Tue, 12 Dec 2023 21:37:16 GMT

Still waiting for Talk talk to correct fault.

No phone since 9 am this morning.

Seems lots of people having same trouble

Re: Grandstream - calls suddenly cutting off

Anonymous — Wed, 13 Dec 2023 06:52:07 GMT

Hi Gleha,

I'm sorry for the delay. There was an incident yesterday which should now be resolved. Is your voice service currently working?

Thanks

Michelle

Re: Grandstream - calls suddenly cutting off

Anonymous — Wed, 13 Dec 2023 08:30:31 GMT

Hi again,

Further to my last post -

We’re aware that some Full Fibre Digital Voice (VoIP) customers are currently unable to make and receive calls.

Latest update: 08:10am 13th December 2023

Service has been restored, we recommend if you're still being affected, to power down both the eero router and the Grandstream digital voice adapter and use the factory reset pin, this will clear the issue.

Michelle

Re: Grandstream - calls suddenly cutting off

Gleha — Wed, 13 Dec 2023 11:08:20 GMT

No success

Have powered down eero and reset grandstream twice.

No effect

Seems other people are also having problems

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Wed, 13 Dec 2023 11:09:19 GMT

Hi Gleha

Apologies for this.

The team are investigating this at the moment as a priority.

Thanks

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Wed, 13 Dec 2023 12:13:04 GMT

Our Service status page has now been updated

We are aware customers with FTTP services are currently experiencing issues making and receiving calls, our engineers are aware of the issue and are working hard to a resove this. We will provide any updates here, we apologise for any inconvenience this is causing.

Service Status | TalkTalk Help & Support

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Thu, 14 Dec 2023 06:38:04 GMT

Hi Gleha

Our engineers have identified the problem and are actively working to deploy the fix. We expect this to automatically update on your equipment in the early hours of the morning and your normal service to resume. We sincerely apologise and understand the inconvenience this has caused. Thank you for your patience whilst we have worked to resolve this issue.

Please can you retest?

Re: Grandstream - calls suddenly cutting off

Terry0781 — Thu, 14 Dec 2023 08:30:18 GMT

Hi Debbie

Is this nation wide or area (York), I did a reset on the ATA this morning and now the phone light has gone off, only power light and internet light is on,I tried again a bit later, turned eero off it fired back up again waited 20 min still no phone light on ATA, as we speak, I think I will go out for a coffee (Ha Ha).

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Thu, 14 Dec 2023 08:31:52 GMT

Hi @Terry0781

Our Network Engineers have asked if you could try resetting the DVA again please, holding the pin in until the leds on top start blinking simultaneously. Please let me know if there is any change following this.

Re: Grandstream - calls suddenly cutting off

Terry0781 — Thu, 14 Dec 2023 08:39:23 GMT

Sorry Debbie being an old codger with none of my grandkids around, what is the DVA??

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Thu, 14 Dec 2023 08:41:39 GMT

Hi @Terry0781

This the voice adapter - it's the little device that your phone connects to.

Hope this helps 🙂

Re: Grandstream - calls suddenly cutting off

Terry0781 — Thu, 14 Dec 2023 09:02:10 GMT

Hi Debbie

Reason for confusion the chat line reffered to it as ATA, yes reset as you said(actually done this 2 or 3 times over the last couple of days) phone light again flashed for a few seconds and has gone off. Grandstream says I am on line, and I can see all my contacts but when I try to ring nothing, like all the others.

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Thu, 14 Dec 2023 09:03:44 GMT

Hi @Terry0781

Thanks for your reply.

Did you try this again this morning (after the fix was rolled out in the early hours this morning) holding the pin in until the leds on top start blinking simultaneously?

Re: Grandstream - calls suddenly cutting off

Terry0781 — Thu, 14 Dec 2023 09:34:43 GMT

Yes I did Debbie, a few times and the phone light stayed off, the good news is me being a tech expert, 15 mins ago I unlpugged the power from the DVA thingy put it back in and bingo all up and working (who needs grandkids Ha Ha) Big thanks to you and the guy,s working through the night in this weather, Merry Christmas to you all, big thumbs up.

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Thu, 14 Dec 2023 09:36:08 GMT

Hi @Terry0781

I'm so glad to hear that this is now working 🙂

Ahh thank you. Merry Christmas to you too 🙂

Debbie

Re: Grandstream - calls suddenly cutting off

Gleha — Thu, 14 Dec 2023 10:19:07 GMT

2 days without phone has been a nightmare.

Last night expected problem to be resolved.

Looked at status at 8am which said some problems

Checked again at 9.17 to find instructions re Grandstream reset.

Have done that and appears to be OK

some of your customers will have problems locating the reset button - it might be useful to explain where to find it.

Re: Grandstream - calls suddenly cutting off

Debbie-TalkTalk — Thu, 14 Dec 2023 10:23:43 GMT

Hi Gleha

Thanks for your reply.

Apologies, our service status page has now been updated to show how to do the reset.

Service Status | TalkTalk Help & Support Under phone.