topic Re: Telephone Line Stuck In Engaged Mode in Full Fibre

Telephone Line Stuck In Engaged Mode

TaffStrat — Tue, 12 Dec 2023 12:39:41 GMT

Hi guys, hopefully I can get some “pointers” or assistance with a telephone problem? I’m using Full Fibre with a Grandstream box to link the telephone line… unfortunately, it appears to be stuck in engaged mode, preventing both incoming and outgoing calls to our home phone. I’ve already unsuccessfully tried rebooting the Eero and reseting the Grandstream… the telephone (blue) light on the Grandstream is continuously flashing and the telephone handset just gives out a continuous engaged tone! Our internet signal is unaffected!

Does anyone have any more ideas for me to try please???

Re: Telephone Line Stuck In Engaged Mode

Chris-TalkTalk — Tue, 12 Dec 2023 12:54:27 GMT

Hi TaffStrat,

Could you switch the ONT, eero and grandstream off and leave them off for at least 30 minutes then switch back on and retest - please let us know how you get on

Chris

Re: Telephone Line Stuck In Engaged Mode

TaffStrat — Tue, 12 Dec 2023 13:00:46 GMT

Will do Chris!… I’ll leave them off for 30 mins or so now! Many thanks!

Re: Telephone Line Stuck In Engaged Mode

Chris-TalkTalk — Tue, 12 Dec 2023 13:04:43 GMT

OK thanks 🙂

Re: Telephone Line Stuck In Engaged Mode

TaffStrat — Tue, 12 Dec 2023 13:55:39 GMT

Hi Chris, I’ve just turned everything back on after a half hour “power down”, but sadly everything is still the same!… the blue telephone light on the Grandstream is still flashing (slowly) and the telephone still appears to be stuck in “engaged” mode with the audible engaged signal on the handset… no calls in or out! Could you assist/intervene please, we rely on the house phone for elderly relatives and associated potential incoming medical related calls? Many thanks!

Re: Telephone Line Stuck In Engaged Mode

Chris-TalkTalk — Tue, 12 Dec 2023 15:22:44 GMT

Thanks for trying that. An incident has now been raised for problems making and receiving calls on VoIP, please see - Service Status | TalkTalk Help & Support

Has the issue only started today?

Chris

Re: Telephone Line Stuck In Engaged Mode

TaffStrat — Tue, 12 Dec 2023 15:55:20 GMT

We’ve only noticed this today, but have experienced issues generally with telephone “freezing” and no calls out over recent months…. But they've usually resolved themselves when the equipment has been reset!

Re: Telephone Line Stuck In Engaged Mode

Modelman — Tue, 12 Dec 2023 16:31:33 GMT

I'm having the same issues however it started off with just cutting calls off after 10 seconds, then migrated into the constant engaged tone.

Re: Telephone Line Stuck In Engaged Mode

Gliwmaeden2 — Tue, 12 Dec 2023 18:13:46 GMT

@Modelman, it's a known issue and they are working on it.

Re: Telephone Line Stuck In Engaged Mode

PaulE — Tue, 12 Dec 2023 18:19:11 GMT

How did you get this notification from TalkTalk? I've spent hours today trying to sort this problem but if I had known there was a glitch it would have saved me that.

The TalkTalk "technical help" chat line clearly knew nothing about this.

Re: Telephone Line Stuck In Engaged Mode

Modelman — Tue, 12 Dec 2023 20:07:33 GMT

Their certainly not rushing the fix as it's been around 8 hours now of no landline.

Re: Telephone Line Stuck In Engaged Mode

Gliwmaeden2 — Tue, 12 Dec 2023 20:55:22 GMT

It's just worth checking Service Status Dashboard to see if anything has been highlighted as a glitch.

You find it under Help with your Service in the community forum menu.

That area also takes you to My Connection, but further down the page you get status updates for broadband, phone, email etc:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

Re: Telephone Line Stuck In Engaged Mode

Modelman — Tue, 12 Dec 2023 21:15:47 GMT

Thanks for the reply. I have checked this and run a line test. All I get is the message "Sorry we had a problem checking your services"

Re: Telephone Line Stuck In Engaged Mode

TaffStrat — Tue, 12 Dec 2023 22:24:51 GMT

Yes, I’ve experienced the very same this evening!… “Sorry we had a problem checking your services”. After checking “outages/issues” on the web, TalkTalk are claiming to have solved the problem… unfortunately not on my service though!

Re: Telephone Line Stuck In Engaged Mode

Anonymous — Wed, 13 Dec 2023 07:03:51 GMT

Hi TaffStrat,

I'm sorry for the delay. Have you tried powering down the ONT, router and DVA since the incident has been resolved just to see if this works? If not then we can pass this over to our Faults Escalation Team for further investigation.

Thanks

Michelle

Re: Telephone Line Stuck In Engaged Mode

Anonymous — Wed, 13 Dec 2023 08:28:26 GMT

Hello,

Update on 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: Telephone Line Stuck In Engaged Mode

TaffStrat — Wed, 13 Dec 2023 10:04:32 GMT

Hi Michelle, apologies for delayed response… I’m just back from school runs etc! Have powered down all relevant equipment and the problem has unfortunately not been resolved!… the phone line is still “locked” in engaged mode, the blue phone icon on the Grandstream is still slowly flashing and we are still unable to make or receive calls!

As previously mentioned, we have elderly relatives with medical issues… so we rely on the phone for potential related calls.

Many Thanks!

Re: Telephone Line Stuck In Engaged Mode

Debbie-TalkTalk — Wed, 13 Dec 2023 10:29:37 GMT

Hi TaffStrat

I'm really sorry about this.

Our Network/Incidents Team are looking at this now and I will post back as soon as I have further information.

Re: Telephone Line Stuck In Engaged Mode

TaffStrat — Wed, 13 Dec 2023 10:39:42 GMT

Many thanks Debbie!… I’ll await further response.

Re: Telephone Line Stuck In Engaged Mode

PaulE — Wed, 13 Dec 2023 10:43:17 GMT

Yes mine is almost exactly the same (I messaged Michelle a few moments ago). With mine all 3 lights on the Grandstream are on, not flashing, but any outgoing call is engaged and the it doesn't respond to any incoming call. I too have turned everything off for half an hour.