No green phone socekt on WiFi hub.

[loulou64]

I've just been switched over to Full Fibre and the instructions are to plug my home phone into the green phone socket on the back of my Wi-Fi Hub.  The trouble is, there isn't a green socket.  Only a broadband one.... 

[Chris-TalkTalk]

OK thanks. I'll pass this over to our Future Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[loulou64]

No tone.

[Chris-TalkTalk]

OK thanks for trying. Is there a tone, or is the line completely dead?

Chris

[loulou64]

Hi Michelle,

I tried the factory reset as advised but still can't make or receive calls, I'm afraid...

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Just before I escalate this over could you try the below and let me know if there is any change please?

RESETTING YOUR DIGITAL VOICE ADAPTER

If your Digital Voice adapter or router has stopped working, we may ask you to reset it to check everything's working as intended. To do this:

Insert a pin or straightened paper clip into the hole labelled “Reset” on your Digital Voice adapter.
Slightly push and hold it in for up to 20 seconds; or until all the lights, apart from the power light, switch off. Once this happens release the reset button.
Factory reset of the device will take a full 15 minutes and you need to wait until the allotted time has passed for the full factory reset to be completed. After 15 minutes, check your Digital Voice adapter device and try to re-test to check if the issue resolved.

Thanks

Michelle

[loulou64]

Still no joy, I'm afraid...

[Chris-TalkTalk]

OK, if it's still not working in an hour please let me know

Chris

[loulou64]

I've tried the reset as suggeted but still no luck.  I've just seen in the box though it can take up to an hour to first connect so I'm going to leave it for a while just in case I'm being to impatient...but this whole changeover process has been sooo

frustrating!

[Chris-TalkTalk]

Hi loulou64,

Can you try the following: Plug the DVA (grandstream) into the ONT, wait for the broadband light to come on then perform a pinhole reset of the DVA, this should get the phone light back on within about 5 mins, once that comes on can you change setup back to normal. Please let us know how you get on

Chris

[loulou64]

After a few weeks away I've finally had a chance to connect all the new kit, (eero device and Grandstream Digital Voice Adapter) but despite having all 3 lights solidly lit on the Grandstream, I'm still unable to make or receive calls on my phone.  Can you please suggest anything else to try? 

[Chris-TalkTalk]

Hi loulou64,

I've ordered the digital voice adapter, it should be with you within a couple of working, apologies for the delay

Chris

[loulou64]

No, it was actually a SCART cable!??? 

And still no communication from a supervisor despite being promised a call within 72 hours...

[Michelle-TalkTalk]

Good morning,

I'm sorry for the delay. Was this a grandstream adapter? Have you been contacted since your last post?

Thanks

Michelle

[KeithFrench]

Is this delivery a Grandstream ATA?

[loulou64]

No,  Debbie, I haven't.  I took delivery of a package today that turned out to be a cable with 2 parallel ports.  What exactly I'm supposed to do with that I have no clue!  Meanwhile, I was also expecting to have had a call from a customer service supervisor by yesterday (ie within 72 hours of logging a complaint) to discuss my disappointment with this entire process but as yet, nothing...and I've now been without my landline for a week and not holding out much hope of it being sorted anytime soon.

[Debbie-TalkTalk]

Hi loulou64

Have you received the digital voice adapter?

[Debbie-TalkTalk]

Hi loulou64

Thanks for your reply.

The digital voice adapter should work with your current router. Please let us know how you get on.

Debbie

[loulou64]

I've updated my profile but in the meantime, I've managed to find a link to a chat that's working and am being sent a voice adapter apparently, although I don't think that's what's required.  I have to say, this has been a very frustrating excercise!

[Chris-TalkTalk]

Hi loulou64,

As Keith says the port is usually covered with a piece of tape. If there's definitely no port  please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks
Chris

[KeithFrench]

Hi @loulou64 

I have asked one of TalkTalk's support to pick your thread up and replace 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.

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.