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]

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

Chris

[Antoni2]

Bought a phone at the weekend, plugged it in and got my mother’s carer to call me and the phone rang. This morning I went to the GP’s surgery to order some medication and asked the receptionist to cal me and that worked. So I think everything is working now.

Originally I thought the phone was not ringing because the call was getting through to the phone. It wasn’t until Thursday that I discovered that the calls were getting to the phone but they were not triggering it to ring. I don’t think the old phone is faulty just not compatible with VOIP. I still find it a bit strange that everything seemed to work apart from the call not triggering the ring.

[Chris-TalkTalk]

OK, please let us know how you got on

Chris

[Antoni2]

So its the RJ45 cable. By small he meant short? There does not seem to be anyone about at the moment to ask to borrow their phone. Also I don’t know if any of my neighbours have full fibre/VOIP or even if they still use a landline. I have been looking around on the internet and there are warnings that old phones might not be compatible with VOIP. I see that there are so called VOIP phones on sale. So I think I will go out tomorrow and purchase one (and an RJ45 cable) and see if that works properly.

[Chris-TalkTalk]

Hi Antoni2

Thanks for the update. The RJ45 cable is the Ethernet cable that runs from the router to the ONT. (The cable from the telephone to the router is probably has an RJ11 connector)

Chris

[Antoni2]

Message from Andrew did not come until late last night so could not do anything. I have a busy morning today. I have to do some shopping and pick up some medication from the pharmacy. Don’t know at the moment if I can borrow a handset from some one.

My hand set is an old one, I think we acquired it in the 1990s. It is very basic. Standard BT issue at the time. There is a sliding button underneath with 3 settings for volume, it is set to high.

What is the R45 cable? I googled it but only find an RJ45 cable which is a LAN cable. Does he mean the thin cable that plugs into the handset and the other end into the router?

[andrewJ]

ok might sound a bit odd check your handset to see if the ring off switch. or ringer volume control.

Also ask your neighbour if you can borrow there hand set and R45 cable that the small cable. see if that work.

it could that your phone faulty or just does not work with  (VoIP)

you can google the model of your hand set for the manual it say in there.

[andrewJ]

ok might sound a bit odd check your handset to see if the ring off switch. or ringer volume control.

Also ask your neighbour if you can borrow there hand set and R45 cable that the small cable. see if that work.

it could that your phone faulty or just does not work with  (VoIP)

[Chris-TalkTalk]

Thanks. I've passed this on to my colleague in the network team 🙂

Chris

[Antoni2]

Yes. I am in all day now. My laptop is logged in to my email.

[Chris-TalkTalk]

Thanks. My colleague in the network team would like to send you diagnostics to run through, is it OK to send it to the email address you used to register on the community?

Chris

[Antoni2]

Yes, The GP’s receptionist tred to call me twice. My phone did not ring. She said the phone appeared to be ringing. Then I asked my neighbour to call me her mobile On her phone it appears the phone was ringing but it was not. When I picked the phone up the call connected and I could speak to her. .

[Chris-TalkTalk]

Hi Anotoni,

Thanks for the information, just to confirm, you've tested with a second telephone?

Chris

[Antoni2]

Got your messages about 11 pm last night. Shut down my laptop and switched off the router and unplugged the white box. Left them for the best part of an hour. Plugged in about midnight. Waited for the two green lights to come on on the white box then turned on the router. Then went to bed. This morning dialled 123 and gut the peaking clock Ok. Wen to the GP surgery to renew medication and got the receptionist to call me when I got home (a few minutes walk). She tries twice. The phone appears to be ringing but my phone did not ring. Saw my neighbour in the street and asked her try ringing me on her mobile. Sure enough on her mobile it appeared that the phone was ringing but my phone was not ringing. However, when I picked up the handset the called connected and I was able to speak to her. So the problem seems to be simply that the phone does not ring.

Any idea why that might be Something g in settings? Voicemail? The handset isn’t very sophisticated. There are three buttons, secrecy (don’t know what that does), recall and redial.

Any ideas what is stopping the phone from ringing?

[andrewJ]

This issue can be fixed. turn every off even the fibre box on the wall of for 20 - 30 minuets. you need to get the line to full drop.

then turn in all back on do not use the internet or phone for two hours to give it time to come back and set up. 

if that does not call full fibre support. 

[Chris-TalkTalk]

Our network team need to run through some checks with you, is there any way that you can borrow a mobile phone for a short period of time so that they can do the checks?

(alternatively the network engineer can email a list of the checks if you can't get hold of a mobile)

Chris

[Chris-TalkTalk]

I'm sorry of the delay, I'm chasing it up with our network team. I'll let you know when I have an update

Chris

[Antoni2]

Has any progress been made in sorting out this fault? It is now causing me problems. I am the chief carer for my 94 year old mother who is very feeble and has a catheter fitted permanently. The GP and district nurse have already had problems contacting me.

[Chris-TalkTalk]

No problem 🙂

[Antoni2]

Thanks again.