Not receiving incoming calls.

[Antoni2]

Have been converted to full fiber 11th Nov. New router had not arrived. It came a few days later. Connected ok. Plugged phone ionto back of router. Can make clls OK but found out today that incomming calls not geeting through. When someone calls from a mobile phone they get a message saying cannot connect at present try later. Tried plugging the phone back ito the old copper connection but it no longer works.

[Chris-TalkTalk]

Hi Anotoni2,

It's been assigned to one of our network engineers, we'll let you know when we have any further information

Chris

[Antoni2]

Any idea if they have made any progress with my problem?

[Chris-TalkTalk]

No problem 

[Antoni2]

OK. Thanks.

[Chris-TalkTalk]

Hi Antoni2,

VoIP is the service that you have and that you are experiencing problems with (Voice over IP - digital voice)

Chris

[Antoni2]

Today there was an Open Reach engineer working at a house in the street so I asked him if he could suggest a reason for my problem. He said ask you (Talktalk) to activate VIOP. Does this make sense to you?

[Chris-TalkTalk]

No problem

[Antoni2]

Thank you.

[Chris-TalkTalk]

OK, I'll pass it over to our Future Fibre team, I'll let you know when I receive an update

Chris

[Antoni2]

Sorry, but I do not have a mobile phone. I get your emails OK.

[Chris-TalkTalk]

Thanks for trying that. I'll pass this over to our future fibre team for further investigation. Could you add your mobile number to your community profile as they'll need this if they need to contact you

Chris

[Antoni2]

Done what you asked. Got someone to call me at 10.00 am, phone did not ring.

Because the new router had not arrived when the engineer install the full fibre he could not carry out any checks. I think Open Reach need to send an engineer to check things.  Still think tat the problem is with the exchange and may involve voicemail.

[Chris-TalkTalk]

Thanks for that. Everything looks OK at our end. Could you switch the ONT and router off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[Antoni2]

I have updated my profile but I do not have an alternative contact number.

[Chris-TalkTalk]

Hi Antoni2,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[Antoni2]

I don't think there is a problem with the router. I think it must be at the exchange. Perhaps calls goint to voicemail instead of being sent to my phone/house?

[Antoni2]

Yes. Didn't fix it.

[Michelle-TalkTalk]

Good afternoon,

I'm sorry to hear this. Have you tried rebooting the router and then retesting this again?

Thanks

Michelle