topic Re: Not receiving incoming calls. in Full Fibre

Not receiving incoming calls.

Antoni2 — Mon, 25 Nov 2024 12:19:15 GMT

Have been converted to full fiber 11th Nov. New router had not arrived. It came a few days later. Connected ok. Plugged phone ionto back of router. Can make clls OK but found out today that incomming calls not geeting through. When someone calls from a mobile phone they get a message saying cannot connect at present try later. Tried plugging the phone back ito the old copper connection but it no longer works.

Re: Not receiving incoming calls.

Anonymous — Mon, 25 Nov 2024 12:23:46 GMT

Good afternoon,

I'm sorry to hear this. Have you tried rebooting the router and then retesting this again?

Thanks

Michelle

Re: Not receiving incoming calls.

Antoni2 — Mon, 25 Nov 2024 12:47:56 GMT

Yes. Didn't fix it.

Re: Not receiving incoming calls.

Antoni2 — Mon, 25 Nov 2024 19:55:17 GMT

I don't think there is a problem with the router. I think it must be at the exchange. Perhaps calls goint to voicemail instead of being sent to my phone/house?

Re: Not receiving incoming calls.

Chris-TalkTalk — Tue, 26 Nov 2024 08:13:08 GMT

Hi Antoni2,

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

Chris

Re: Not receiving incoming calls.

Antoni2 — Tue, 26 Nov 2024 08:23:59 GMT

I have updated my profile but I do not have an alternative contact number.

Re: Not receiving incoming calls.

Chris-TalkTalk — Tue, 26 Nov 2024 08:58:39 GMT

Thanks for that. Everything looks OK at our end. Could you switch the ONT and router 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: Not receiving incoming calls.

Antoni2 — Tue, 26 Nov 2024 10:15:17 GMT

Done what you asked. Got someone to call me at 10.00 am, phone did not ring.

Because the new router had not arrived when the engineer install the full fibre he could not carry out any checks. I think Open Reach need to send an engineer to check things. Still think tat the problem is with the exchange and may involve voicemail.

Re: Not receiving incoming calls.

Chris-TalkTalk — Tue, 26 Nov 2024 11:08:43 GMT

Thanks for trying that. I'll pass this over to our future fibre team for further investigation. Could you add your mobile number to your community profile as they'll need this if they need to contact you

Chris

Re: Not receiving incoming calls.

Antoni2 — Tue, 26 Nov 2024 11:18:44 GMT

Sorry, but I do not have a mobile phone. I get your emails OK.

Re: Not receiving incoming calls.

Chris-TalkTalk — Tue, 26 Nov 2024 12:06:48 GMT

OK, I'll pass it over to our Future Fibre team, I'll let you know when I receive an update

Chris

Re: Not receiving incoming calls.

Antoni2 — Tue, 26 Nov 2024 12:13:11 GMT

Thank you.

Re: Not receiving incoming calls.

Chris-TalkTalk — Tue, 26 Nov 2024 12:14:32 GMT

No problem

Re: Not receiving incoming calls.

Antoni2 — Wed, 27 Nov 2024 14:17:30 GMT

Today there was an Open Reach engineer working at a house in the street so I asked him if he could suggest a reason for my problem. He said ask you (Talktalk) to activate VIOP. Does this make sense to you?

Re: Not receiving incoming calls.

Chris-TalkTalk — Wed, 27 Nov 2024 15:25:10 GMT

Hi Antoni2,

VoIP is the service that you have and that you are experiencing problems with (Voice over IP - digital voice)

Chris

Re: Not receiving incoming calls.

Antoni2 — Wed, 27 Nov 2024 15:36:43 GMT

OK. Thanks.

Re: Not receiving incoming calls.

Chris-TalkTalk — Wed, 27 Nov 2024 15:37:49 GMT

No problem

Re: Not receiving incoming calls.

Antoni2 — Thu, 28 Nov 2024 14:34:39 GMT

Any idea if they have made any progress with my problem?

Re: Not receiving incoming calls.

Chris-TalkTalk — Thu, 28 Nov 2024 15:23:30 GMT

Hi Anotoni2,

It's been assigned to one of our network engineers, we'll let you know when we have any further information

Chris

Re: Not receiving incoming calls.

Antoni2 — Thu, 28 Nov 2024 15:26:18 GMT

Thanks again.