Landline not working after full fibre upgrade

[mahmed920552]

Hello there

Please can you assist? My Fibre 65 recently been upgraded to Full Fibre 150 with digital voice. However since the upgrade my landline is not working and my copper line (old telephone line) has been switched off and so I am without operating telephone line. Due to my wife’s illness (Declared vulnerable due to cancer) I MUST have a WIFI and working telephone line. I have called your technical support team and spoken to them for more than 3-4 hours however I still don’t have operating telephone line. We have tried multiple troubleshoot such as restarting and hard reset of Grand stream box as well Eero router however there is no success. My Grand stream box doesn’t offer me the blue light for telephone and I believe this is relating to the unregistering device. I don’t have lots of free minutes on my mobile and therefore I can’t TalkTalk and be kept on hold for a long time.

I thank you in advance

Please feel free to let me know if you need any further info from me.

[Karl-TalkTalk]

Hi

i've also flagged this back to our network Teams to see if they can revisit this.

Karl.

[mahmed920552]

Hi Karl,

Many thanks again for your reply. I truly appreciate your assistance. I am leaving the country on Friday and I desperately need this issue resolved ASAP please.

For now I feel I am worst off after the free upgrade as I lost my landline.

I thank you once again.

Regards

Mohamed

[Karl-TalkTalk]

Hi

OK, let me know as soon as the new adapter has arrived and is connected and I'll see if one of our Fibre team can pick this up.

Karl.

[mahmed920552]

Hi Karl, I tried again all the usual troubleshooting however still no joy.  I also had a call from Becky today (I believe she was handling my complaint), we both also tried the same troubleshooting however still no positive outcomes and therefore Becky felt that my Grandstream box may be faulty and she is now sending me another Grandstream box to try out. Let's hope my issue will be resolved soon.  I personally don't think it's a faulty Grandstream box, my telephone line is just not activated because when I dial my home number using my mobile, it says my number is invalid.  

Kind regards

Mohamed 

[Karl-TalkTalk]

Hi

I've made a change this morning, and the initial error has cleared, can you try this now ?

Thanks  

Karl. 

[mahmed920552]

Hi Karl

I tried the troubleshoot in your reply however still no luck. The Grandstream will not light up the telephone receiver. I need the working phoneline asap please due to wife's illness.

Many thanks

[Karl-TalkTalk]

No Problem 🙂

Karl 

[mahmed920552]

Karl, Many thanks for the prompt reply. I will try the troubleshoot (this evening) as per your message and will let you know.  Once again appreciate your help.

[Karl-TalkTalk]

Hi @mahmed920552 

Network teams have had a look at this for me, and asked we try the following.

• power off all equipment ONT, EERO, Grandstream for 30 minutes.

Power on and see if it starts working.

If not, connect the grandstream direct to the ONT box, bypassing the Eero and then pin reset the grandstream.  Let it power up, give it  or 10 minutes to register, then test and see if it works, if it is, you can then connect up the Eero and grandstream as normal.

Thanks  

Karl. 

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[mahmed920552]

Many thanks Karl for taking the matter on board... Much appreciated 

[Karl-TalkTalk]

Hi

I've asked our network teams to take a look at this from our side and see if anything is amiss.

I'll reply as soon as I know more.

Regards,

Karl.