Grandstream Nonsense

[Kyro2023]

I went live on FTTP 150 and VOIP on Thursday (12th Sept). I have been without a landline since.

Various chats to "technical" but same responses, reboot ATA, factory reset ATA. All LEDs are solid blue but there is no dial tone etc.

My case is now with another team and I need to wait a further 3 days as they suspect the ATA is faulty? 

I can see via Packet Capture the ATA is talking to the VOIP servers so how hard can it be just to push a working config?

Can my issue be escalated and a new ATA sent ASAP.

thanks!

[Debbie-TalkTalk]

Hi @Kyro2023 

I'm so glad to hear this. I will let Michelle know 🙂

Thanks

Debbie

[Kyro2023]

Hi Michelle,

The issue is now resolved.

I powered off everything again, and used the NEW DVA ... let everything sit and then VOIP is now working.

I will return the original defective ATA.

Thanks for all the help!

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear that. I can see that a callback has been arranged for today between 4-6 PM.

Thanks

Michelle

[Kyro2023]

Hi Michelle,

Just to advise I have received a replacement Grandstream Adapter, I have plugged this in and same result.

I should be due a phone call tomorrow (Monday 23rd) for an engineer visit, if you could make sure this happens please.

Thanks

[Michelle-TalkTalk]

Thanks for the update and I've let the team know now.

Michelle

[Kyro2023]

Hi Michelle,

They advised that if it did not work yesterday (it was left plugged directly into the eero all afternoon with the switch removed) they would call back today and arrange a new DVA & Engineer - if you could possibly chase this up that'd be great.

The 3 blue LEDs are on, the handset says there is a connection, but when I try and dial out it is just silence, so to me the DVA has an improper config?

Thanks

[Michelle-TalkTalk]

Morning,

What did the team advise when they called? Can I also just confirm, does the DVA work ok when plugged in without the switch connected?

Thanks

Michelle

[Kyro2023]

Hi Debbie,

Someone called today for more troubleshooting. So far, still nothing on the VOIP.

The "issue" I suspect is the fact I have an Unmanaged 5 Port Switch attached to the eero (as I have more than 3 devices which require hardwired).

eero Port 1 = ONT

eero Port 2 = Unmanaged Switch

5 Port Unmanaged Switch

Port 1 = Grandstream Adapter

Port 2 = NAS Storage

Port 3 = Phillips Hue Bridge

I use ATAs in my own workplace and these are all plugged into switches, not directly into the router so I struggle to see why Talk Talk Support think this is the reason the ATA is not working?

I have also saw other Community Members who have a similar setup as me say their VOIP has been working flawlessly connected to an unmanaged switch (which it should).

I have attached some traffic logs which show the ATA 'speaking' to the VOIP servers whilst connected to the unmanaged switch.

I have followed all their recommended steps, i.e. remove the Switch, plug directly into the eero LAN Port, Factory Reset, etc. etc. and every time I end up with no dial tone and/or incoming calls.

So my question is now, if I receive a new ATA and for some bizarre reason it will only work in the eero LAN Port, how do TalkTalk suggest customers with more than 2 hardwired devices connect them?

I am really hoping for a resolution on this by latest end of the week, as I will be over 1 week now without a landline which I do rely on!

Many thanks,

[Debbie-TalkTalk]

@Kyro2023  Thanks for confirming.

I will let you know as soon as the escalation team come back to us.

[Kyro2023]

Thanks Debbie,

just to confirm everything has been re-powered back down for 35mins and still no dial tone etc.

Thanks

[Debbie-TalkTalk]

Hi @Kyro2023 

Thank you. I've already escalated this so we have requested an update on the progress.

[Kyro2023]

Thanks Debbie,

Just for completeness I am in the process of powering down the ONT/eero/DVA one final time  !

But if you could please proceed with escalation and DVA replacement that would be great.

Thanks

[Debbie-TalkTalk]

Hi @Kyro2023 

We have a team that we can escalate ongoing faults to, so I've passed this straight over now and have asked the team to check this for an update and confirm if this is related to a configuration issue first before we send the replacement DVA. We'll keep you updated here, however the team may also try and contact you directly.

Thanks

Debbie

[Kyro2023]

Hi Debbie,

Yes have done all that.

I spoke with chat there who said it was with the 'Backend Team' for another 24 hours ?

Can we proceed with the replacement DVA please as that has been almost 1 week now without a working landline.

Note, the Grandstream just now is showing 3 solid LED lights and it is indeed chattering back to the VOIP/TalkTalk servers so it sounds like a mis-match in config to me.

Thank you

[Debbie-TalkTalk]

HI Kyro2023

Did you try the 30 minute power down of the router and ONT?

If you did try this then we can try sending a replacement DVA for testing.

[Kyro2023]

Hi Debbie,

eero is solid white, and all besides the LOS are active on the ONT.

[Debbie-TalkTalk]

HI @Kyro2023 

That's strange. Which lights are on the eero and ONT?

[Kyro2023]

Hi Chris,

Internet is definitely working.

Can you check again?

Thanks

[Chris-TalkTalk]

OK thanks. It's showing on our systems that there is no internet connection. Could you switch the ONT and eero off for 30 minutes then switch back on and let us know when you've done this 

Thanks

Chris

[Kyro2023]

Hi Chris

Yes internet all okay.

Just the landline (VOIP) that's not working!

Thanks