topic Re: VOIP - Still down after 24hrs in Full Fibre

VOIP - Still down after 24hrs

Modelman — Wed, 13 Dec 2023 09:56:05 GMT

Hi Michelle, Ref - asked to make a separate thread.

Could you kindly investigate this matter for me as I've had no active landline for over 24hrs.

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.

Many thanks.

Re: VOIP - Still down after 24hrs

Modelman — Wed, 13 Dec 2023 09:59:16 GMT

Just tested again @ 9.58am and now the engaged tone has returned.

Re: VOIP - Still down after 24hrs

Anonymous — Wed, 13 Dec 2023 10:07:41 GMT

Morning,

Thank you. I've passed this straight over to our Faults Escalation Team now and we will let you know as soon as they come back to us. It's possible that the team may also try and contact you directly.

Thanks

Michelle

Re: VOIP - Still down after 24hrs

Modelman — Wed, 13 Dec 2023 10:48:47 GMT

Thanks Michelle for passing over the problem details. A good test would be for the technical team to try and ring me on the landline. They won't get through however it may shed more light on the issue. The whole VOIP changeover from copper to Fibre has been a nightmare from day one and I've only had it operational a month or so. This is already the third issue regarding loss of VOIP service. I hope there is some sort of compensation on offer in due coarse as this is becoming a nightmare service.

Re: VOIP - Still down after 24hrs

Debbie-TalkTalk — Wed, 13 Dec 2023 10:50:46 GMT

Hi Modelman

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

Re: VOIP - Still down after 24hrs

Modelman — Wed, 13 Dec 2023 11:04:09 GMT

Thank you Debbie.

Re: VOIP - Still down after 24hrs

Debbie-TalkTalk — Wed, 13 Dec 2023 11:09:59 GMT

Hi Modelman

I will keep you updated as soon as I have further information.

Thanks

Debbie

Re: VOIP - Still down after 24hrs

Debbie-TalkTalk — Wed, 13 Dec 2023 12:13:19 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 - Still down after 24hrs

Debbie-TalkTalk — Thu, 14 Dec 2023 06:38:49 GMT

Hi Modelman

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: VOIP - Still down after 24hrs

Modelman — Thu, 14 Dec 2023 09:21:49 GMT

Hi Debbie, I see some customers have had their service restored, ours has not. Is there anything specific I need to do as I've seen different things mentioned such as, wait for a software update, reboot the box, or do more pin resets?

Many thanks.

Re: VOIP - Still down after 24hrs

Debbie-TalkTalk — Thu, 14 Dec 2023 09:24:29 GMT

Hi Modelman

Apologies. 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: VOIP - Still down after 24hrs

Modelman — Thu, 14 Dec 2023 12:05:35 GMT

Hi Debbie, Just got in and did a reset. It worked for 5 mins before going back now to a constant engaged tone after making a call.

2-1/2 days now without out phone. I am beginning to wonder if TalkTalk should be looking at changing their engineers as this has become a joke. I need a landline now as a matter of urgency.

Many thanks for you help.

Re: VOIP - Still down after 24hrs

Anonymous — Thu, 14 Dec 2023 12:11:21 GMT

Hi Modelman,

I'm really sorry to hear this. Can I just confirm if you did the below reset?

holding the pin in until the leds on top start blinking simultaneously

Michelle

Re: VOIP - Still down after 24hrs

Modelman — Thu, 14 Dec 2023 12:19:49 GMT

Yes the full reset. I usually plug the DVA straight into the ONT as this has always guaranteed a proper update with past problems.

Re: VOIP - Still down after 24hrs

Debbie-TalkTalk — Thu, 14 Dec 2023 12:23:45 GMT

Hi Modelman

Could you try the reset one more time please? (holding the pin in until the leds on top start blinking simultaneously)

This has fixed the issue for everyone else. If this still doesn't resolve the issue then I will need to escalate to our Faults Team.

Re: VOIP - Still down after 24hrs

Modelman — Thu, 14 Dec 2023 12:46:22 GMT

Hi Debbie, After the full reset for around the 8th time in two days, I can make one normal call, after after which following test calls to different numbers just give the engaged tone. Incoming calls tested from a mobile are instantly cut off. The issue remains pretty much identical as per two days ago.

Re: VOIP - Still down after 24hrs

Anonymous — Thu, 14 Dec 2023 12:50:43 GMT

Hello,

I'm sorry to hear this. Would you like us to send a replacement DVA for testing purposes to rule this out?

Thanks

Michelle

Re: VOIP - Still down after 24hrs

Modelman — Thu, 14 Dec 2023 13:00:45 GMT

Hi Debbie, are you saying that all reported cases regarding this issue are now cleared and fault free?

I do have access to another Grandstream however uncertain if it has the correct TalkTalk config files loaded. The current one has had about 20-30 resets in the last month due to other issues, so it may be corrupted.

Re: VOIP - Still down after 24hrs

Debbie-TalkTalk — Thu, 14 Dec 2023 13:04:32 GMT

Hi Modelman

Our Network Team have advised that the fix put in place should fully resolve the issues and every customer (I have come across on the Community so far) have confirmed it's resolved following the reset. Apologies again that your fault is still ongoing.

Please can you connect the other digital voice adapter just for testing?

Re: VOIP - Still down after 24hrs

Modelman — Thu, 14 Dec 2023 13:25:54 GMT

Hi Debbie, Identical issue on the second DVA after a full reset. It allows one call one before the constant engaged tone kicks in. Incoming are instantly cut off....Can you kindly try and get someone to ring me on the landline so they can confirm calls are not connecting.

Thanks.