Grandstream will not register phone plus other issues with FF150 + voip

[btcolin]

I am a long-time TalkTalk/Tiscali customer (more than 20 years!). I had been on what I found out was FF65 plus copper landline for more than 2 years. My plan came to an end and I suddenly started getting charged north of £33 per month after being on low £20s for the previous plan.

I got in touch with TT and they advised me that my best offer would be FF150 + Voip.

So I agreed to the upgrade.

They organised an Open Reach Engineer to come and "install" the system.

My equipment arrived by post.

I chatted with TT and asked if I could install the equipment as I already had FTTP and asked if I really needed an engineer visit. We agreed that I would install the Eero and Grandstream as I already had the working FF65.

I got the Eero up and running with the Grandstream connected and interacting with the Eero.

The engineer came at his allotted time and checked my installation and said he had been asked to install a completely different fibre to cat6 (OTR?) router, but advised that this wasn't necessary. 

He checked what I had done and said it is all connected correctly, and to wait until TT switch me to the FF150 plus voip.

So here is the problem:

My switch day was 17th July.

I received a text from TT to say that my FF150 package had been activated.

I checked this and found that my speed was still the same as the FF65 and my telephone only worked on the old copper line. 

I therefore assumed that my new package had not been activated.

Back on to TT chat on 18th July am. I was shuffled around a few "experts" and told to give it a little time.

Later that day my copper telephone connection dropped. So I checked again.

Still same speed as FF65 and my grandstream voip box said "device not registered"

I got back on to TT chat in the afternoon of the 18th and was tossed around like a hot potato between all sorts of very polite "experts" and after more than 2.5 hours! I was told that the system needed to adjust itself.

I've now waited for the system to "adjust itself" but I still have the same FF65 speed and the same "device not registered from the voip box.

I've reset the Grandstream, I've turned off and on the Eero, all to no avail. still FF65 speed and same voip box message.

Oh and I also got an email from TT saying the package was switched on!

I'm not wet behind the ears with computers and still think that TT haven't properly checked that they have "switched on" my package properly.

HELP

[btcolin]

Hi Fergerson. Why did you ask me?

Cheers Colin 

[ferguson]

OK, I think that clinches it!  🙂

[btcolin]

It's badged "Openreach" if that helps.

[ferguson]

OK, that seems to be Openreach then. Thanks for the additional information. 

[btcolin]

White

[ferguson]

OK, one more question, forgive me! Is the ONT black, or white?

[btcolin]

It was quite a while ago, but I believe it was Open Reach.

[ferguson]

I meant was it via City Fibre, rather than Openreach, the installation into your home? 

[btcolin]

Hi Fergerson,  no, it's also talktalk.

Cheers Colin 8

[ferguson]

Was your previous Full Fibre 65 service on City Fibre by any chance?

[btcolin]

Another update. I've found this TalkTalk page on Voip:

https://www.talktalk.co.uk/digital-voice

This covers what I was expecting plus a little more.

[Chris-TalkTalk]

Hi Colin,

Thanks for the update, I can't access the system to check for an update on our side at the moment, I'll try again later

Chris

[btcolin]

As a further comment to my current  situation: Looking through other threads on here. I see that when ordering FF plus voip you have to specify wanting to keep landline number. I did at ordering. Now I'm being told I can't have my landline number through Voip.

My landline has been disconnected. I'm afraid I've already lost it!

[btcolin]

Help.....

I've been on the phone since 10:12 this morning and the line has just dropped. Just over 1.5 hours. Most of the time listening to the TT wait music. 

Alex called me and said that he knew the problem. They needed to cease my FF65 then they could connect my FF150 as I  had been given 2 accounts. Then the Voip would kick in. He was on the line to other colleagues for well over an hour then came back saying that I wouldn't be able to keep my old landline number. I said that there are too many people in the UK and other countries that still use it especially hospitals and many businesses we deal with. So I asked for my copper landline and number back and stay with my current fibre connection and a good deal for the next 24 months and hopefully TT would be able to catch up with other Voip providers already offering this. 

He then put me on hold and after a while another person from the full fibre team answered and asked me to go through security questions again. I asked to be put back to Alex. She transferred me and I  got a standard ring tone which continued for a minute or so then dropped.

What do I do now?

[Michelle-TalkTalk]

Morning,

Thank you for the update and please let us know how you get on today.

Thanks

Michelle

[btcolin]

Hi Chris. I've just been called back by a new person called Alex. He has taken over and says he will run with it to resolution.

I told him there are two goals.

1. Get my FF150  to my ONT. 

2. Get my Grandstream Voip box to connect to my old landline number. 

He said he would have to go away and look at it. I urged him to stay on the line until it was fixed. But he said he needed to research the problem. He said he would call me back tomorrow morning between 10 and 12.

Hopefully, he will be able to resolve it.

He asked me to turn off ONT and Eero and Grandstream for 30 minutes to start a new session. I'm in the middle of that right now.

Fingers crossed again...

Cheers Colin 

[Chris-TalkTalk]

I'm sorry it's taking so long to get resolved, hopefully it won't take much longer

Chris

[btcolin]

Hi Chris. Yes I  believe so.

It's just going on and on with no progress.

Cheers Colin 

[Chris-TalkTalk]

No problem, I know this must be frustrating. It looks as though the colleague you were speaking to yesterday is from our network team, and a further callback has been booked for today, is that correct?

Chris

[btcolin]

I'm sounding like a grumpy old man... sorry