Loss of VOIP phone

[jncape]

I see other users have this problem.

VOIP phone not taking incoming calls and no dial tone when trying to phone out. Engineer set up VOIP to Hub2 mid-January and has been working fine until 2 days ago.

TalkTalk phoneline cannot help because of  'systems problems' and I can't login to MyAccount...keep being sent security codes which don't work.

Tried rebooting my router, but no success. Broadband and email are fine. Router (Hub2) shows solid white for a minute then flashes 2 white, 1 red, 2 white, 1 red, then back solid for a minute. 'white box' shows 3 green lights.

jncape

[mandisa1-TT]

Awesome:)
Glad the issue has finally been resolved @jncape 

Enjoy the rest of your day and take care.

[jncape]

Hurray! I found an 'agent' on chat who actually fixed the problem......which appears to have been related to my account settings rather than a technical issue. So let's hope that's fixed it.

[mandisa1-TT]

Hi there @jncape I am sorry to hear the issue has still not been resolved although the fault tracker status saying it has been fixed. Please contact the full fibre team on the number provided above, they will assist you further.

[jncape]

Still not working, although fault tracker says problem was fixed 24hours ago. I have reset router - no joy

[mandisa1-TT]

Thank you for updating us, should the issue still not be resolved, please get back in touch with them they should complete checks to detect the fault. I would also advise you to please restart the router, if they advised the issue has been fixed.

[jncape]

Online chat with a member of technical staff says fault has been fixed (?problem linked to OpenReach) and that service will be resumed, possibly may take a few hours. I live in hope.

[mandisa1-TT]

I am sorry for the experience you have had with the Full fibre voice team and the incorrect transfer. The technical support team will assist you further.

[jncape]

I can now login to My Account for the first time in 2 days, and the Fault Tracker says the fault has been resolved but my phone line is still not working....and the agent I contacted as suggested sent me through to the loyalty department to say that I wanted to cancel my account!! Still waiting to be transferred to technical staff.

[mandisa1-TT]

Hi there @jncape We sincerely apologize for the inconvenience caused to you. Please contact the full fibre team on 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. Systems are back and running.