topic Re: VOIP issue in Full Fibre

VOIP issue

PaulE — Tue, 12 Dec 2023 16:06:13 GMT

I have Fibre 150 using Eeros and a grandstream VOIP box.

The internet is very good delivering 150mbps reliably and I have been using the Grandstream box for many months with no real issue. Now when I try to make a call everywhere is engaged and nobody can call me. I have been on live chat for an hour with someone who clearly does not understand full fibre and VOIP (keeps asking me to plug my phone directly into the wall box even though I told her many times I don't have a phone line). Eventually she transferred me to the "next team" who deal with full fibre but an hour later there's no reply.

Does anyone here have experience of a similar problem?

Re: VOIP issue

Modelman — Tue, 12 Dec 2023 16:37:10 GMT

Please see the other posts. It's seems this is effecting a lot of people and is a DVA fault on the system.

Re: VOIP issue

PaulE — Tue, 12 Dec 2023 16:42:21 GMT

Thanks for the reply. If TalkTalk had posted this it would have saved hours on the phone!

Re: VOIP issue

Gliwmaeden2 — Tue, 12 Dec 2023 18:15:20 GMT

See Service Status Dashboard:

Re: VOIP issue

Anonymous — Wed, 13 Dec 2023 06:49:34 GMT

Morning,

This incident has now been resolved. Is your voice/voip service now working ok?

Thanks

Michelle

Re: VOIP issue

Anonymous — Wed, 13 Dec 2023 08:31:46 GMT

Hello,

Just to update 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: VOIP issue

PaulE — Wed, 13 Dec 2023 08:52:57 GMT

Good morning,

Yes the phone is working fine now. Thanks.

Re: VOIP issue

Anonymous — Wed, 13 Dec 2023 08:57:06 GMT

Hi PaulE,

I'm really glad to hear this and thanks for confirming 🙂

Thanks

Michelle

Re: VOIP issue

Modelman — Wed, 13 Dec 2023 09:33:22 GMT

Hi Michelle, My setup is still down. I've done all the reset's as well as plugging the DVA straight into the ONT for a full update. Everything appears as normal with 3 blue lights on the DVA until you dial out. I get the dialling tone and can make a call. The person answers and is cut off in exactly 5 secs every call. This is how the problem started 24hrs ago with cut offs every 5 seconds. Incoming calls are cut off instantly.

The random constant engaged tone that also happened yesterday has appeared to have gone.

So for me, the fault is unchanged.

Re: VOIP issue

Anonymous — Wed, 13 Dec 2023 09:40:49 GMT

Hi Modelman,

I'm really sorry to hear this. Please can you create your own topic (so we don't get mixed up) and we can investigate this further for you.

Thanks

Michelle