Intermittent Caller ID failure since switching to Full Fibre with digital voice

[mk123]

Hi

Since switching to Full Fibre with digital voice a few weeks ago my caller ID, which previously worked perfectly, now sometimes fails - sometimes when I receive a call it doesn't show any number. E.g. I have a regular caller who is calling from a traditional landline - sometimes it shows his name, sometimes does not. I am using a Hub 2, and the internet has been working well with no dropouts.

Thanks

[mk123]

Rebooting seems to have no effect, and I rarely reboot. The caller ID just sometimes works and sometimes doesn't, without me doing anything. Some dates I happen to have recorded: 27th May, 11th June

[Michelle-TalkTalk]

Hi,

Ok, do you happen to have a few dates when this last happened and I'll pass this over? Does the reboot always fix it or does it sometimes just start working again by itself?

Thanks

[mk123]

Thanks. It happens with each individual handset from the set, but I don't have another set to test with. However, these handsets have been in use for many years and never had a problem until exactly when I switched to full fibre

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. The Wifi Optimisation is now switched off as requested. In regards to the intermittent caller display issue, I can see that we've already tested with a replacement router and the ONT and router have also been powered down. Just before we pass this over to our faults team for further investigation, have you also tested with a different handset just to rule out any potential issues with the phone?

Thanks

[ferguson]

OK, thanks for trying. Wait until the support team pick this up again tomorrow.

[mk123]

Tried this yesterday, and the issue just reoccurred

[mk123]

oh right how?

[ferguson]

Have you tried the 30 minute switch off of ONT and router? I had the same issue with Caller Display and it worked for me, don't ask me me how! 

[mk123]

thanks done

[Chris-TalkTalk]

Hi mk123,

Could you add the last 4 digits of the router serial number to the private notes section of your community profile and I'll disable wifi optimisation as requested

Chris

[mk123]

Thanks I will try when I can. Also, can you disable Wi-Fi optimisation on the new hub. Thanks

[Chris-TalkTalk]

Hi mk123,

Could you try switching the ONT and router off for 30 minutes then switch back on and retest. Please let us know how you get on

Chris

[mk123]

Hi Michelle, I haven't tried that, but the landline started working again yesterday after I restarted the router. However, the original problem of intermittent caller ID failure is back, so the new router hasn't fixed the problem. Thanks

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this, Can I just confirm, have you also tried the below?

Phone not ringing

Do you have an older model telephone that doesn't ring on incoming calls? We recommend plugging a microfilter into the phone port on the Wi-Fi Hub2 and then plugging your your telephone into the microfilter. The same advice is given if using an eero with a Digital Voice adapter (Grandstream). Test with another handset.

Thanks

[Gliwmaeden2]

Staff back on Monday, @mk123.

[mk123]

I've just replaced the router to test. The Wi-Fi is working, but now (just like when I first switched to full fibre) the landline has stopped working altogether. The white light on the router is now flashing orange occasionally. When I dial my landline, I get "incorrect number" - when I first switched to full fibre, the error was just that it would ring indefinitely - no "incorrect number". Last time, it was resolved via live chat - digital voice needed to be enabled on TalkTalk's end. See https://community.talktalk.co.uk/t5/Fibre/Problems-after-Fibre-150-Digital-Voice-installed-today/m-p... Can you please check whether this is the case again?

Also, can you disable Wi-Fi optimisation on the new hub. Thanks

[Debbie-TalkTalk]

Hi mk123

Thanks for your reply.

I've ordered the replacement router, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[mk123]

Hi, sure if that's the next step in the debugging process, as I would like this sorted please.

[Debbie-TalkTalk]

Hi mk123

Would you like me to send a replacement router so we can rule out a possible fault with voice port?

[mk123]

It shouldn't ever happen though - it never happened before upgrading to full fibre. It is already happening often enough to be annoying - can you please investigate the cause?