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FIbre Support

Get expert support with your Fibre connection.

TT Digital Voice App Authentication

sendittomartin
Chatterbox
Private Message TalkTalk
Message 14 of 14

I had my Fibre 150 installed on Monday, together with the VoIP adapter.  I saw that there was  Digital Voice App available in the Play Store and downloaded it.  I tried to set it up and failed.  When trying to reset the password I received an 'oops technical error'.

 

I have chatted with technical support twice now and both times they insisted that a line connection test was required.  I told them my service was working perfectly and that I had no problems accessing any sites, or streaming etc.

 

During today's chat when they insisted on doing another connection line test for an app which would sit on my mobile, I mentioned that I was not using the supplied eero as I had an established wired/wireless network using Linksys WH0303 Mesh system.  I was told that the TT Digital Voice App would only work on my mobile if I had an eero connected to my internet connection.

 

Has anyone else had issues is this app when using an alternative router than the supplied eero router?  And can anyone clarify why I need the supplied router in order for an app to work on my mobile?  Especially when I could me making and receiving calls using that app when away from my home wifi.

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13 REPLIES 13

Message 1 of 14

Hi Orhaniye7,

 

If you need assistance can you please start your own thread/topic and we'll be happy to help

Chris

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Orhaniye7
Sightseer
Private Message TalkTalk
Message 2 of 14

I have just been told by Customer support that the Digital Voice App is being removed so hence no access. Anyone have any more information on this?

 

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Message 3 of 14

Hi Ferguson,

 

Thanks for clearly understanding my point.  I was starting to think my whole understanding on IT networks and apps was skewed 🙂

 

Martin.

Message 4 of 14

Hi Martin,


Glad to hear it's working now, if you do experience any further problems please let us know


Chris

Message 5 of 14

Hi Michelle,

 

It is working now.  When it fails I am taken to a TT login page.  After entering my username and password, I get a pop-up stating my account details are incorrect and I have to use the set/reset password link.  Nine times out of ten, I am taken to a web page, Comm Portal and asked for login details again, which fail.

 

Martin

Message 6 of 14

Just an observation. I have Full Fibre with VoIP and have the app set up on my iPhone, although I rarely use it. In light of this thread I thought I would try an incoming test call, courtesy of my wife and it came through without issue. This despite my currently using a router without the actual phone connected, which indicates that the app works quite independently. So I agree that the inclusion of eero, Grandstream, or other router to allow a physical connection to a fixed phone is irrelevant. 

Message 7 of 14

Good afternoon,

 

I'm sorry to hear this and thanks for the update. How often is this happening at the moment? Is it still currently working at the moment? Does it just show technical error everytime you can't log in?

 

Thanks

 

Michelle

 

Message 8 of 14

Hi Michelle,

 

Apologies for the delay in responding.  I have had such problems dealing with support and getting past from pillar to post as no seems to want to own the issue, or even understands what the issue is.  The number of times I was asked about the router and my fibre connection  seemed to demonstrate the lack of knowledge about this product.  It has go to the point where I have given up even asking about it.  

 

As for the Help guides, there is little, to no, troubleshooting information in it.  The is the last page which directs you to call the support line.

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Message 9 of 14

Thanks again Keith.  The issue has nothing to do with my landline.  The issue is to do with the Digital Voice App on my Android mobile.  Again, last week I lost the service and could not log in.  This week it's back up and working again.  I suppose we can put the issue down to gremlins 🙂 

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Message 10 of 14

Morning,

 

Can I just confirm, have you tried the troubleshooting steps in the below Help Guide?

 

TalkTalk Digital Voice App - TalkTalk Help & Support

 

Thanks

 

Michelle

 

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KeithFrench
Community Star
Private Message TalkTalk
Message 11 of 14

I do not have an Eero as yet & cannot comment on that, sorry.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 12 of 14

Hi Keith,

 

Thanks for your response.

 

I understand how the Grandstream adapter works, but I am not talking about that. I am talking about the TT Digital Voice App that is available in Playstore, or the iphone equivalent.

 

The app is installed on the mobile and is seperate from the landline, and allows for calls to the landline be answered on a mobile phone which is connected to any network, either 4/5G or wifi.  Here is the link to the app:

 

https://play.google.com/store/apps/details?id=com.metaswitch.cp.TalkTalk_Telecom_Group_PLC_18015&gl=...

 

After talking to TT support I am still none the wiser why I must have an eero router installed in order for the app to work on my mobile.

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KeithFrench
Community Star
Private Message TalkTalk
Message 13 of 14

The TalkTalk Digital Voice service is not the same as some VOIP soft phone app that you might use. They use VoIP protocols to function to a VoIP provider. Some calls might be free & some might cost a lot more then TalkTalk's standard charges. 

 

TTs DV requires an ordinary landline phone (ideally a DECT cordless set of handsets) connects to either the Grandstream DVA or the Sagemcom Hub 2. With the Grandstream DVA this further connects to an Eero via an Ethernet cable. This form of VoIP service is very secure, a phone app like you seem to have may not be encrypted at all. All call charges/facilities are the same as a standard TalkTalk's phone service over copper wires from your exchange to your property.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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