topic Re: No landline pone since switching to Eero in Full Fibre

No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 07:53:02 GMT

Had eero set up at home, yesterday. Internet and Wi-Fi working fine. Have connected our phone to the adapter via the connector provided, as per the instructions. There still isn't a blue status light showing for the phone on the adapter. The power and internet blue lights are lit. We can't make or receive calls on it.

Re: No landline pone since switching to Eero

Anonymous — Fri, 02 Feb 2024 07:57:44 GMT

Morning,

Thanks for your post and I'm sorry to hear this. Could you try the below please.

RESETTING YOUR DIGITAL VOICE ADAPTER

If your Digital Voice adapter or router has stopped working, we may ask you to reset it to check everything's working as intended. To do this:

Insert a pin or straightened paper clip into the hole labelled “Reset” on your Digital Voice adapter.
Slightly push and hold it in for up to 20 seconds; or until all the lights, apart from the power light, switch off. Once this happens release the reset button.

Factory reset of the device will take a full 15 minutes and you need to wait until the allotted time has passed for the full factory reset to be completed. After 15 minutes, check your Digital Voice adapter device and try to re-test to check if the issue resolved.

Thanks

Michelle

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 10:11:37 GMT

Hi Michelle

We've tried this twice, now and it's still the same. Two blue lights for power and internet. Nothing for phone.

Re: No landline pone since switching to Eero

Anonymous — Fri, 02 Feb 2024 10:17:41 GMT

Hello,

Thanks. Did you also try powering down the ONT too?

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: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 10:41:04 GMT

Sorry., what's the ONT?

Re: No landline pone since switching to Eero

Anonymous — Fri, 02 Feb 2024 10:44:41 GMT

Hi,

Apologies for the confusion. The below FTTP box.

Fibre Connection Box lights guide - TalkTalk Help & Support

Michelle

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 11:02:43 GMT

Yes. Tried that.

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 11:05:13 GMT

Updated profile.

Re: No landline pone since switching to Eero

Chris-TalkTalk — Fri, 02 Feb 2024 12:01:46 GMT

Hi Parkside1,

Is the line completely dead?

Chris

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 12:04:36 GMT

Hi Chris

No, there's a dial tone when we lift the receiver but we can't receive or make any calls from it.

Re: No landline pone since switching to Eero

Chris-TalkTalk — Fri, 02 Feb 2024 12:07:07 GMT

OK thanks, so what happens when you try to call out and what happens when you call your home phone from your mobile?

Chris

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 12:15:26 GMT

When I try calling the landline from my mobile. I have a ringing sound on my mobile, but nothing from the landline telephone. When I try calling my mobile from the landline I hear a repeating beep, beep ..... (almost like an engaged tone).

Re: No landline pone since switching to Eero

Chris-TalkTalk — Fri, 02 Feb 2024 12:53:45 GMT

OK thanks. I've looked into it and it looks as though the order isn't complete yet. Is everything else working OK except for digital voice?

Chris

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 13:04:05 GMT

Yes, everything else appears to be working ok. What do you mean by the order isn’t complete?

Re: No landline pone since switching to Eero

Chris-TalkTalk — Fri, 02 Feb 2024 13:18:54 GMT

Your Future Fibre service isn't showing as active on our systems and when I checked the order on Openreach systems it shows the installation is complete but there's no confirmation that the order is complete. I don't know if this is what is causing the issue with digital voice as I would have thought that it if it is then you wouldn't have internet access either.

Chris

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 13:22:07 GMT

Hmmm!? So any idea how to resolve the problem?

Re: No landline pone since switching to Eero

Chris-TalkTalk — Fri, 02 Feb 2024 13:51:01 GMT

I'll ask our provisioning team to take a look. I'll let you know when I receive an update

Chris

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 14:07:07 GMT

👍🏼

Re: No landline pone since switching to Eero

Chris-TalkTalk — Fri, 02 Feb 2024 14:19:11 GMT

Could you please retest and let me know if it is now working

Chris

Re: No landline pone since switching to Eero

Parkside1 — Fri, 02 Feb 2024 17:50:27 GMT

Hi Chris

I have been on the phone to various talk talk team members in various departments today. Tried the reset and still no joy. I have been told that the problem has been escalated and that someone will be in touch within 3-5 working days.