Digital Voice (VOIP) Here we go again

[Anonymous]

Sorry TT but it looks like you need to reinstate Keith's recent sticky advising of the major off. The 5464 router is doing its 30 second orange and white dance but the data is fine. 

Is failure of VOIP every couple of weeks going to become the norm for customers?

Regards

Mike

[Anonymous]

Yes, I was happy to close the complaint although why it has taken 20 days to carry out the simple fix is a bit of a worry regarding customer care. If it had taken 72 hours from the time of the first report a lot of emailing and "chat" could have been avoided.

However, my luck changed this morning when I phoned and connected with Complaints Manager "RB". His response was everything that a customer could want and expect and should be rewarded by TT for his ability to coordinate with "Service People" and enable the fix in less than an hour. 

We agreed the fix should be shared in the wider community as it may help other customers coping with a change to digital voice landlines.  When the phone goes dead and the router is flashing orange and white every 20 seconds we'll know the most likely cause and be able to quote the fix to hopefully reduce downtime.

So, It has been a long and painfull journey but with grateful thanks to RB all is now well.

[nambuso-TT]

Hi there Mikeyar. I can see that you've asked us close the complaint following the resolution of your landline issue by the Service Management Team. They used their tools to perform a resync of both the ACS and Metaswitch then rebooted the router to complete the fix. Everything should now be up and running smoothly. This is the case correct?

[Anonymous]

Update Monday 6.45pm BST.

I'm sorry you probably missed the irony in my last comment however I'm trying to remain cheerful during the current saga of TT's lack of service and customer care. So, thankyou for your comment of 8 hours ago, I was interested in the fact you've read the notes on my account, however I am sad to report I have not received any contact today from a TT person regarding an update on fixing the fault.

As you have read the notes you may well realise that what is a simple solution of re-registering my voice circuit and re-provisioning my phone number must have a deeper problem existing with TalkTalk's digital voice service. Some information has been sort from "Complaints Management" regarding the unacceptable delay in restoring my phone but no one, as yet, is prepared to provide an answer. A sad situation for me after being a loyal customer for 20 + years  (TalkTalk and Tiscali)

Anyway, please don't apologise anymore for their lack of response as it is not your fault. It is fast aprroaching the time when I'll be discussing with "Accounts" and Complaints Management the rejection of contract early terminination charges due to TT being unable to provide the service detailed in my contract and whilst exploring a move to another supplier. 

Regards

Mikeyar 

[Mandisa-TT]

Hi @Anonymous I'm sorry to hear that your issue has not been resolved, [ET-1147699] is not a landline number it is a reference number for your fault case, looking into the notes on your account it is showing that the complaint team tried to contact you with no avail on your contact details, notes on the account indicate that you will be contacted today for a update on your issue.

[Anonymous]

Monday morning - Now 22 days with no landline. The still open fault report is REP - 15712674 [ET-1147699]

Does anyone know what the second part of the number i.e. [ET-1147699] refers to. Could it be a third party transfer e.g. Openreach.

I'm fairly confident it isn't "phone home" although after 3 weeks and countless emails back and forth, I'm prepared to be amazed.

[Mandisa-TT]

Hi @Anonymous I'm sorry to hear that you are experiencing issues with your services, there is a open complaint, I have updated it and a follow up on your complaint is the 19.06.2025, you will be called.

[KeithFrench]

As you have suspected, Karl no longer works for TalkTalk.

[Anonymous]

An update as after 9 days the Hub 2 still shows "full fibre connected" and phone "voice not registered". A fault report is still open and a complaint lodged although in 7 working days no Complaints Manager has contacted me. I do get an email back each time I ask for an update but as of yet no resolution of the problem.

I also informed "Complaints" that the same problem had occured at the end of March. It didn't require Openreach to dig holes or climb poles but then a Community Staff Member "Karl" took it on himself to liase with Networks and get my phone back up and running. Karl doesn't seem to be around anymore but below is the solution and the entries made by Karl in my previous topic "a bit of a disaster".

"Hi, I'm showing Voip is active, but an error here shows there is a missing component in one of the databases.  I've passed this to Networks asking they take a look for me."

"Our network teams have reprovisioned the service at the switch, and advise you now need to power off the ONT for 30 minutes to start a new session."

THIS SOLUTION WORKED. The full thread "a bit of a disaster" can be currently found on Page 5 of this topic. So, having informed "technical support" 9 days ago and after over 2 hours on CHAT,  it seems they haven't grasped it's a software glitch requiring a tweak of the switch! Therefore, I continue to watch the Hub 2  led dance between orange and white and although the broadband has always worked fine during this saga. I, as a loyal customer of TalTalk for over 20 years, look forward to someone fixing my phone. 

[mandisa1-TT]

Please note as you are reporting a fault the specialized team will need to complete checks to detect the fault and advise you on a resolution. We have not picked up any other incidents similar to this hence I am suspecting it is a fault and not an outage. You can contact the Full fibre team via call there should be able to assist as there are no system problems at the moment, alternatively chat in and resume checks since the checks were never finished because the chat disconnected. If you call into the number above now you would need to hold to speak to an agent who will help you with this, Thanks

[Anonymous]

I'm afraid you don't, understand - I cannot sit around on chat as I have other commitments so please don't tell me what I must do to resolve what is a simple fault external to my system. RE-REGISTRATION IS ALL THAT IS REQUIRED ! Someone has changed the status of my service and it is not my problem to resolve the matter. It took a formal complaint to resolve past issues with Digital Voice and it seems I may have to go down that course of action again. However I will wait another 24 hours for an update from Talktalk in line with their fault rectification policy.  

[mandisa1-TT]

I understand, however the specialized team will be able to detect the fault or issue. Please chat back, they will resume the repair case. Thanks

[Anonymous]

After 50 minutes of chat last night it achieved nothing. The problem is external to my home. The status is "phone not registered". Well it was working fine up until yesterday morning so what changed with TT's digital voice service. If a simple registration is done it will work again. The problem is with TT's voice service and line registration but affecting me. It is not a customer problem? 

[mandisa1-TT]

We apologize for the inconvenience caused, looking at the fault case, it was paused due to the call or chat dropping or disconnecting and the team could not contact you back. Kindly contact them back, they will be able to resume diagnostic checks and provide you with a resolution.
 

[Anonymous]

Thank you for your advice but having rung the number there was a recorded message saying support was dealing with some system problems and were unable to respond at the moment. The message also said that for further updates visit the Service Dashboard however no problems are listed for any of the services.

I have a fault open and had an online  "chat" last night lasting 50 minutes but resulted in no way forward. If you wish to investigate any progress with the Technical Dept the fault number is REP-15712674.

Regards

Mike

[mandisa1-TT]

Hey there @Anonymous . Please contact the Full fibre team on 03451720074 VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. They will assist you further. Alternatively, please chat in with the full fibre live chat team using the following link: https://community.talktalk.co.uk/t5/Articles/Ways-of-contacting-us/ta-p/2230529

[KeithFrench]

Which is exactly why I escalated this thread to them for you at the start

[Anonymous]

As advised after the prior outage and before I posted this time, I reset both the ONT and the 5464 but it did not correct the fault and the router status still showed data all fine but "voice not registered". Also, if I remember correctly it was over 24 hours before TT put something up on the Service Dasboard last time. 

Antway, not to worry, I'll wait and see if any staff pick up the thread and can report back on why only my phone suddenly lost it's registration early this morning. 

[KeithFrench]

Further to my earlier very quick post. My sticky that I created was just to try & give a bit of context to the major outage over the recent Bank Holiday weekend. If this was another outage, then the Service Status Dashboard is the only correct place to display this information (I have just checked & there is nothing there). So I can't see anything currently to suggest this is an outage, but an individual problem with your service. I particularly asked if you had rebooted your router, because this is what was said in the Service Status Dashboard once the previous outage was fixed, if you still had problems.

[KeithFrench]

Mine works fine. Your problem may be isolated just to you. Have you tried rebooting the router? Other than that, I have asked one of TalkTalk's support to pick up your thread and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.