Landline not working after upgrading to full fibre

[theblackcat]

Hello, I was upgraded to fibre 150 with digital voice yesterday, but my Grandstream digital voice adapter won't register my phone.

I left the digital voice adapter connected to my eero 6 all night long, but the phone indicator still doesn't light up. The other two indicators do though.

I read through the forum yesterday, so I've already tried the following...

• Setting up the device exactly as shown in the guide.
• Turning everything off for 30 minutes.
• Resetting the digital voice adapter via the pinhole.
• Plugging the digital voice adapter directly into the ONT for 10-15 minutes.

Any combination of the above doesn't solve the problem.

Yesterday if I reconnected my phone to the older master socket then I was still able to make calls, but today it's totally dead. And if I call my landline from my mobile it goes straight to voicemail.

[Gliwmaeden2]

@mahmed920552, better to follow up on your own thread (same subject heading!), which is here:

https://community.talktalk.co.uk/t5/Home-Phone/Landline-not-working-after-full-fibre-upgrade/td-p/29...

The OP on this thread is still seeking a resolution, so it's best not to confuse replies etc.

[mahmed920552]

.

[theblackcat]

Hi Karl, thanks for looking into this issue for me.

I did what you asked, but so far it still hasn't authenticated. I'm not sure if turning everything off again for half an hour would help? I'll wait a while for you to reply, just in case you want to change anything else first.

EDIT: As you didn't reply I eventually powered everything off for half an hour, then I connected the Grandstream to the ONT and reset it. I then waited 15 minutes and unfortunately it still didn't authenticate.

If I access the Grandstreams web interface it says "Provision: Not running, Last status : Unable to download xml config data." and the port status shows my phone number as the user ID and "Not Registered" next to that. So I'd guess somethings not configured correctly on your end?

And I don't know if this is related to the changes that you made, but it looks like Callsafe was reset as all of my approved and blocked numbers were removed? And my profile now correctly shows Fibre 150 VoIP + mobile instead of Fibre 65 + mobile, but it still thinks that I'm out of contract, even though I'm on a new contract with Fibre 150 and digital voice.

[Karl-TalkTalk]

Hi

I've made a change here, can you connect the grandstream to the ont and reset it, so we can see if it autheticates.

Thanks  

Karl. 

[KeithFrench]

Then I have asked one of TalkTalk's support to pick your thread up 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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[theblackcat]

All of the points I've mentioned I've tried in various combinations, including the one that you've suggested. Unfortunately it simply doesn't work.

[KeithFrench]

Normally you have to disconnect the Eero from the ONT and connect the Grandstream in place of it. Whilst connected, reset the Grandstream. Assuming that the phone registers OK, put all connections back as they should be.