Grandstream will not register phone

[Clairefairyuk]

Hi, I had my fibre package upgraded today to include digital voice. I have been on live chat all day as although the internet is great, I have no phone using the DVA. On four separate occasions I was told to either wait and see what happens or reset the DVA.  The DVA is grandstream but I cannot for the life of me get it to register. I have also been following everyone's recommendations  on the forum to try and get this fixed (plugging the DVA directly into the ONT and resetting) but have had no joy. I'm honestly at the end of my tether and don't think I can have the same conversation again over live chat (Which is now closed anyway). I just tried to use the copper line just so that I had a landline for the evening but now that's not even working.  Help!

[Michelle-TalkTalk]

Hi Colin,

I'm sorry to hear this. As advised, please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[Gliwmaeden2]

@btcolin, this is a very old thread and staff will help you with your issue if you start your own thread.

Please return to the message board and click start a topic. 

Staff will respond during the week (Monday to Friday).

[btcolin]

Hi,

Did you get a resolution. I am currently going through the same journey.

Cheers Colin

[btcolin]

Hi,

Did this issue get resolved?

I am going through the same frustrating journey right now.

Cheers Colin 

[Michelle-TalkTalk]

Morning,

Did the team manage to resolve this for you?

Thanks

[Michelle-TalkTalk]

Morning,

I believe my colleague has now made contact, and hopefully they will be able to resolve this as soon as possible.

Thanks

[Michelle-TalkTalk]

Hello,

Thank you. I've let the team know now.

Thanks

[Clairefairyuk]

As soon as possible really, I'm working from home today so it will be easier for me to pick up personal calls.

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I was advised that they would try again yesterday so I've chased this for an update now. When would be the best time for the team to make contact (when you're at home) and I will also pass this over?

Thanks

[Clairefairyuk]

Hi, any news? I had a missed call on my mobile on Monday, when I called it back it was an automated message that told me Talktalk would try me again and I haven't heard a thing since? 

It's now been over a week without a home phone. 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and thanks for trying. 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

[Gliwmaeden2]

Staff will follow up after the weekend, @Clairefairyuk.

[Clairefairyuk]

I had the replacement delivered today, turned everything off for 40mins, plugged the AVA directly into the ONT and set everything up. Turned it all on and I still have no phone. I tried resetting the AVA again but nothing.I have now been without a house phone since Tuesday  and had to restart my Internet  a ridiculous amount of times trying to get this to work.  Can someone please check everything is set up on my account as it should be before I look into getting this cancelled. 

[Debbie-TalkTalk]

Hi Clairefairyuk

I've ordered a replacement digital voice adapter for testing, please allow 48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Clairefairyuk]

Hi, yes as its the only way my phone will plug into the DVA.

[Michelle-TalkTalk]

Hi,

Ok, just to confirm, did you try the microfilter?

Thanks

[Clairefairyuk]

Hi, unfortunately I only have the one phone. I was told that I could use my existing phone with the adaptor though. 

[Michelle-TalkTalk]

Morning,

Actually just a thought, before we send a replacement would it be possible to try the below please?

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.

1. Plug your phone into the microfilter
2. Plug the microfilter into the  Phone  port (green port) located on the Grandstream adapter.
3. Check all 3 lights are on

Thanks

[Clairefairyuk]

Good morning Michelle, if you think that would solve the issue, then yes please. I have also noticed that my online account is not showing my new package, just my old one. Could this be related do you think? 

[Michelle-TalkTalk]

Morning,

Thanks for trying this and I'm sorry to hear this. Would you like us to send a replacement Digital Voice Adapter (DVA) to rule this out? We would also send a returns bag so that the original one can be returned.

Thanks