topic Re: VOIP has stopped working in Full Fibre

VOIP has stopped working

CyrilH — Tue, 12 Dec 2023 14:40:32 GMT

Hi,

Recently changed my broadband/phone package to full fibre. Current set up is as follows:

- ONT to Eero

- Eero to netgear switch.

- Grandstream voip to switch.

My phone worked well until today. Can't make or receive any calls although there is a tonality. I have tried resetting the router and the grandstream to no avail. Also plugged the grandstream straight into the Eero to check the connection. Same issue.

Spoken to talktalk who talked me through a few things but that didn't work and the issue has now been "escalated".

Meanwhile, if someone has a brilliant idea or have been through a similar problem and got it fixed, it would be great if you could share how you got things fixed.

Many thanks

Re: VOIP has stopped working

Chris-TalkTalk — Tue, 12 Dec 2023 15:26:44 GMT

Hi CyrilH,

You could try switching the ONT off for 30 minutes and then switch back on and retest, but an incident has been raised for problems making and receiving calls on VoIP, please find details and update here - Service Status | TalkTalk Help & Support

Chris

Re: VOIP has stopped working

CyrilH — Tue, 12 Dec 2023 15:32:37 GMT

Thanks Chris,

Thanks for taking the time to respond. I was not aware an incident had been reported.

Will wait until it is resolved before switching the ONT off in case I have no luck.

All the best

Re: VOIP has stopped working

Anonymous — Wed, 13 Dec 2023 06:45:14 GMT

Good morning,

This incident has now been resolved. Is your VOIP service now working ok?

Thanks

Michelle

Re: VOIP has stopped working

CyrilH — Wed, 13 Dec 2023 08:09:10 GMT

Hi Michelle,

Still not able to make calls.

Spent some time with tech support yesterday and tried pretty much everything, from disconnecting, resetting, swapping phone etc.

Would you be able to send someone over to have a look ?

That aside, fibre internet works well but I do need access to a landline.

Many thanks

Re: VOIP has stopped working

Anonymous — Wed, 13 Dec 2023 08:21:17 GMT

Hi again,

I was just about to post back on your topic as the team have just advised us the following,

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 has stopped working

DGEC4 — Wed, 13 Dec 2023 08:26:29 GMT

Good morning, Michelle (or colleague)

My situation is almost exactly the same: no incoming calls and attempted outgoing calls either drop out few seconds after being answered or are immediately blocked by a continuous beep. On the Service Status page last evening the 'fault notice' update said the incident had been resolved, that there wasn't the case then and isn't now. I've tried switching everything off and back on several times last night and this morning, frustratingly to no avail, which is causing me serious problems that need to be resolved URGENTLY, please! The TT system couldn't do a line check, apparently because as well as VOIP the old (unrelated) analogue cable is still present in my house. Thanks - David

Re: VOIP has stopped working

Anonymous — Wed, 13 Dec 2023 08:34:00 GMT

Hi DGEC4,

Can I just confirm, did you also do a factory reset of the digital voice adapter? (DVA)

Thanks

Michelle

Re: VOIP has stopped working

DGEC4 — Wed, 13 Dec 2023 09:32:18 GMT

Thanks for the guidance, Michelle.

I have now done factory resets of the TT Wi-Fi Hub** - it's not an eero - and the DVA**. I then switched everything off and back on again, but unfortunately nothing has changed: calling my mobile results in either disconnection after a few seconds or immediate 'unobtainable' beeping; calling the landline from my mobile results in silence then a double beep and disconnection.

So what next, please?

Thanks.

David

** By the way, not to my surprise the user guides for the these devices, say the reset must be done with the power ON.

Re: VOIP has stopped working

CyrilH — Wed, 13 Dec 2023 09:36:05 GMT

Yes. Did it yesterday. Not since though.

Re: VOIP has stopped working

Anonymous — Wed, 13 Dec 2023 09:36:18 GMT

Hi David,

I'm sorry to hear this. Please can you create your own topic and we can investigate this further for you.

Thanks

Michelle

Re: VOIP has stopped working

Anonymous — Wed, 13 Dec 2023 09:37:49 GMT

Hi CyrilH,

If you could try this again please, power down the eero and also factory reset the DVA and please let us know if there is any change please.

Thanks

Michelle

Re: VOIP has stopped working

CyrilH — Wed, 13 Dec 2023 09:49:31 GMT

Sadly it is not working.

Although I have a mobile phone, the reception is patchy and I really need access to my landline.

Would it be easier if you sent a tech over ?

Many thanks

Re: VOIP has stopped working

Anonymous — Wed, 13 Dec 2023 09:57:17 GMT

Hi,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: VOIP has stopped working

CyrilH — Wed, 13 Dec 2023 10:01:41 GMT

Profile updated.

Re: VOIP has stopped working

Debbie-TalkTalk — Wed, 13 Dec 2023 10:51:20 GMT

Hi CyrilH

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

Thanks

Re: VOIP has stopped working

CyrilH — Wed, 13 Dec 2023 11:31:09 GMT

Thank you.

Will you be sending someone over if you cannot fix the issue remotely ?

Many thanks

Re: VOIP has stopped working

Debbie-TalkTalk — Wed, 13 Dec 2023 12:12:44 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: VOIP has stopped working

Debbie-TalkTalk — Thu, 14 Dec 2023 06:37:19 GMT

Hi CyrilH

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?