Eero 6 and Grandstream HT801 phone doesn't work following power cut.

[hughg]

I have Eero 6 and Grandstream HT801 for VoIP. Following a power cut (we are having electrical work resulting in short power cuts) the Eero 6 and Grandstream restart but the phone doesn't operate correctly. It rings but voice isn't present. Have to restart Grandstream to get voice working. I assume this is a problem related to the Eero 6 restarting and not connecting successfully to the Grandstream. How can I get these 2 devices to startup correctly?

[Michelle-TalkTalk]

Hello,

Just a quick update to advise that I'm still awaiting an update back on this.

Thanks

[Michelle-TalkTalk]

Morning,

Ok, thank you. I've asked our product/devices team if they are aware of any known issues with this and I will post back as soon as they reply.

Thanks

[hughg]

Hi,

As replacement didn't help I have returned it today using the return label you enclosed. Nothing more to do here so will close problem. Unresolved.

Hugh G

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. Could you try following the troubleshooting steps in the eero app as there should be an option to contact the eero team directly and offer additional advice.

Thanks

[hughg]

Hi,

Replacement arrived this afternoon. I made switch and simulated power cut and got the same result. I watched the system come back on. Both eero and DVA internet light were blinking then both became solid together but the phone line was dead. I powered the DVA off/on but even that didn't work immediately. I got message saying device not registered. After a couple of tries the phone line worked.

Assuming it is a problem with eero and the DVA will there be any updates to eero? Are they automatic?

Hugh G 

[Michelle-TalkTalk]

Morning,

Ok, thank you 🙂

Thanks

[hughg]

Not yet. I'll keep you posted.

Hugh G

[Michelle-TalkTalk]

Morning,

Just checking back in to see if this has arrived?

Thanks 🙂

[Michelle-TalkTalk]

Morning,

Thanks for confirming. We've ordered the DVA and this should arrive in the next 48hrs. Not as far as I aware, the phone would need to be connected to the eero via the DVA. We will check back in with you next week to see how you're getting on.

Thanks

[hughg]

Hi,

This would be worth trying. I will return the current one and test the replacement.

As an aside are there phones that do not require the DVA? Maybe I should replace my current phone.

Thanks

[Michelle-TalkTalk]

Hello,

We can try sending a replacement DVA for testing purposes and returns bag but one of the DVA's would need to be returned. Would this be ok?

Thanks

[hughg]

Hi,

Not a satisfactory solution. Either this is a known problem with eero and DVA or it is not and as such needs further investigation.  I have copied an earlier response from Michelle:

on ‎30-05-2023 09:03 AM

Message 7 of 12

Morning,

Ok I understand and thanks for confirming. If this does continue to happen then please let us know and we can try replacing the Digital Voice Adapter to rule this out.

Thanks

[Chris-TalkTalk]

OK thanks. Unfortunately I don't think there is anything that we can do about this. Power cuts can and do cause problems, I think restarting the DVA is just something that you are going to need to do as long as you continue to experience power cuts

Chris

[hughg]

The problem is that the DVA, i.e. home phone, has to be restarted to get it to work. This might be fine(!) if I am at home but not much use if I am away. Can't say if it is the DVA or eero causing problem.

[Chris-TalkTalk]

Hi hughg,

Following the power outage if you restart the DVA does it then work?

Chris

[hughg]

Hi,

It happens when the power gets cut for any reason be it storm related or building works. Cannot be predicted. Just when it happens the landline becomes unusable. Not what I signed up for.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. How often has this been happening? Does it only happen when their is a storm or at other times too?

Thanks

[hughg]

(recent post appears to have been lost)

We have started getting power outages as a result of stormy weather. When the system restarted the phone was not working. Had to restart the DVA. The eero was updated and restarted recently and the phone worked fine without it requiring a restart. The problem seems to be associated with eero and DVA restarting together. The DVA doesn't connect correctly. Don't know if this is an eero or DVA problem.

[Michelle-TalkTalk]

Morning,

Ok I understand and thanks for confirming. If this does continue to happen then please let us know and we can try replacing the Digital Voice Adapter to rule this out.

Thanks

[hughg]

Hi,

We do not normally get power cuts and these cuts were as a result of building work requiring the power to be cut intermittently. So no this isn't normal but I only discovered this problem because the power was cut. If I hadn't been around to reset the DVA we could have been without a working phone without our knowledge. In fact the first time it happened it was a couple of days before I realised we were missing calls.