Home Phone not working, Caller display and VOIP device only has 2 lights on

[Elenik]

Hi there,

Had the caller display drop out on the phone so everyone showed as anonymous a few weeks ago, but after receiving the texts on the VOIP phone issue this week, the phone doesn't ring at all and you get an engaged tone when trying to make a call.

Have reset VOIP numerous times but it doesn't show the phone LED and the Talktalk phone line test fails.

The website shows issue has been resolved but it hasn't for us yet. Any further background work can be done on the Talktalk end?

Thanks,

Elenik

[Debbie-TalkTalk]

Hi Mowgli2

Please can you post on your own topic on the Community, we can then take a look at this for you.

[Gliwmaeden2]

@Mowgli2, please stop posting on other customers' threads!

You have previously been asked to start your own. 

Staff only respond to the original poster. 

The following article explains automatic compensation, which is for specific situations, as explained here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

[Mowgli2]

Mines working now and talktalk were supposed to be compensating me for loss of a land line for a week.  I have received nothing as yet! 

[Michelle-TalkTalk]

Hi Elenik,

I'm really sorry to hear this. I've passed this over to our Faults Escalation Team now for further investigation. I will post back here as soon as they come back to me but they may also try and contact you directly.

Thanks

Michelle

[Gliwmaeden2]

@Trumpetman1, please go back to the message board and click on start a topic - you will also need to complete your community forum profile details. 

Staff reply to the original poster only. On holiday till Wednesday. 

[Trumpetman1]

I too are having this problem after the recent fault which was reported as fixed. I have just had to reset the Grandstream (again) and although I can now again make and receive calls my caller display reports 'Anonymous, Caller out of Area'.

I had a 3. 5 hour chat two weeks ago being transferred to numerous agents, none of them being aware that there was an outage fault. I didn't know this until I got a text from Talktalk advising me of the fault. Further texts assured me the problem had been recified but it clearly hasn't since I still have times when the phone doesn't ring and I only get to know this when I am contacted by other means (obviously). 

I am convinced the line is still not working properly and will not be correct until I stop getting the 'Anonymous' caller display.

When I check my line on the web site it always fails to complete - but I do get an apology! I thas been like that for many months.

This really is not good enough and I wish I never had the VOIP.

[Elenik]

Hi Chris,

Thanks for your reply.

Yes I had a look in the My Account section and shows the tick on this option in the privacy section.

Tried enabling and disabling the Addon but no changes.

Thanks,

Elenik

[Chris-TalkTalk]

Hi Elenik,

Glad to hear it's working now. If you go into your My Account is Caller display enabled?

Chris

[Elenik]

Morning Michelle,

Thanks for checking in on this, haven't had any further contact but have tried another factory reset this morning and now the three LEDs on the VOIP device are lit and can both make and receive calls.

Thanks very much for resolving this!

Only point is the caller ID still doesn't seem to function as the phone displays all calls as Anonymous where as previously the caller ID on the same phone we're using has functioned correctly.

Thanks very much,

Elenik

[Michelle-TalkTalk]

Hi Elenik,

Can I just confirm if our team have made contact with you since my last post please? If not then I will chase this for you.

Thanks

Michelle

[Michelle-TalkTalk]

Morning Elenik,

Thank you for confirming. I've passed this straight over to our Faults Escalation Team now and I will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[Elenik]

Hi Michelle,

Thanks for looking into this.

Yes we've got the Grandstream device, just tried another reset tonight (18/12 at 6pm) but after the reset it still ends up the same result with only 2 LEDs.

Thanks,

Elenik

[Michelle-TalkTalk]

Hi Elenik,

I'm sorry to hear this. Can I just confirm, are you using the Digital Voice Adapter (grandstream)? When did you last try resetting this device ? Could you try resetting the DVA again please, holding the pin in until the LEDS on the top start blinking simultaneously. Please let us know if there is any change following this.

Thanks

Michelle

[Gliwmaeden2]

@Elenik, staff will be back on here in the morning. 

Please ensure that you have completed your community forum profile details for them to identify your account. 

Go via your avatar/name; settings.  Select Personal Information from the drop down menu. SAVE CHANGES. 

[Mowgli2]

My landline isn’t working either.  I can’t receive calls but I can make them.  I didn’t get new phones when I went full fibre as I hadn’t had them that long anyway and they worked fine with VoIP initially.  I’m getting really fed up with all the issues I’ve had first with eero and now the landline.  Will Talktalk ever get their act together?