FF150 VOIP Grandstream ATA not registering

[STG813]

I've upgraded to FF 150 with digital voice. It's been 2 days since the install and the grandstream ht801 ATA is not registering, so the phone led is not turning on. A fault was opened but I see that this has been closed, I also received an SMS saying engineer had fixed the fault that was at 12:34. Nothing has changed. Have gone through all the advice that has been given on previous issues with this. Nothing is working. I don't believe that the ATA is factory resetting, have been able to login to the ATA admin page and says its been unable to download the xml config.

Anyone have any ideas how to resolve this, or could it be a faulty ATA? 

[Debbie-TalkTalk]

Hi STG813

That's great, thank you for letting us know.

Debbie 🙂

[STG813]

Excellent. Thanks Karl, it has and everything is working as it should.

[Karl-TalkTalk]

Hi

The Divert should now be removed for you.

Karl.

[STG813]

Hi Chris

If you could get the temporary divert removed that would be great thanks.

[Chris-TalkTalk]

Hi STG813,

Glad to hear it's working now. Do you still need the temporary network divert removing?

Chris

[STG813]

I have now reset the DVA and can confirm that it has indeed been resolved, all the blue lights are now lit. 

Just tried ringing the landline, there's still a temporary redirect setup to my mobile which needs to be taken off and hopefully everything will be good.

Thanks

[STG813]

Hi Debbie,

I'll try the reboot this evening when I have finished work.

I will post back once I have rebooted to let you know if it's fixed or not.

[Debbie-TalkTalk]

Hi STG813

The Incident Michelle referred to earlier, we believe is now resolved.

Please can you wait for 1 hour (from now) then reboot the DVA and then try and re connect as this should update the config.

Please let us know how you get on.

Thanks

[Michelle-TalkTalk]

Hi again,

An incident has been raised for this and our Network Team are working to resolve this issue as soon as possible. I'll post back as soon as I know more.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I'll chase this now for an update.

Thanks

Michelle

[STG813]

Has there been any update? 

[Michelle-TalkTalk]

Hi,

No problem, I'll let you know as soon as I know more.

Thanks

Michelle

[STG813]

Thank you Michelle, I'll keep a lookout for your update.

If they do try to contact me today I may not be able to answer as going to be away from home until late afternoon.

[Michelle-TalkTalk]

Hello,

Thank you for confirming. I've passed this straight over to our Faults Escalation team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[STG813]

Just to confirm. Yes I have tried connecting to the ont and done the pinhole reset .

And the result is the same, no phone light.

[STG813]

Hi Michelle,

Am getting nowhere really. 

No matter what I try the grandstream ata refuses to register. 

The blue Internet & power led's are the only ones lit and solid. No flashing of the Internet led following reset. 

Can still get into the Web ui of the grandstream and still shows that it can't download the xml config.

Can this not be pushed to the device somehow?

[Michelle-TalkTalk]

Morning,

Can I just confirm, did you try the below? Is the broadband connection working ok?

Can you try the following, plug the DVA (grandstream) into the ONT, wait for the broadband light to come on then perform a pinhole reset of the DVA, this should get the phone light back on within about 5 mins, once that comes on can you change setup back to normal. Please let us know how you get on.

Thanks

Michelle

[STG813]

I have tried the common suggestions floating around on here and none of them work for me.

[Michelle-TalkTalk]

Hello,

How are you getting on?

Thanks

Michelle

[theblackcat]

I've got the same issue and it looks like alison241 might too.

I was told by someone from TalkTalks network team on Monday that it's a known issue that's impacting a number of customers. And I haven't received any further updates and my ATA (aka DVA) still won't connect.

You should be able to get the digital voice app working on a mobile, but it seems like TalkTalk are struggling to figure out the issue with the digital voice adapters.

The common suggestion is to power everything off for 30 minutes and then connect the ATA directly to the ONT. Then when you see the second light on the ATA you should perform a factory reset and then leave the device alone for 10-15 minutes.

You'll want to make sure you've got your full name, phone number, mobile number and customer ID set in your community profile. And for good measure you should probably add the serial number for your ONT to the private notes section.