Unable to make or receive landline calls

[Patricia400]

We were moved over to full fibre recently. We now have a Grandstream with voice adapter. We have not been able to make or receive calls since last week. Despite 2 lengthy webchats and one call to mobile to ask for help. We have done all the usual reset, turn off/on many many times. Any suggestions how to get this problem fixed, we need our landline. 

[Patricia400]

This has been updated.

[Michelle-TalkTalk]

Hi Patricia,

Thanks for trying this. I'll need to pass this over to our faults escalation team.

Can you please update your community profile to include your:

• Name
• Telephone number or Account 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

Michelle

[Patricia400]

Yes, I have tried this several times over the past week. It has not worked. I was told that by Talktalk they needed to reset their side but then they didn't contact me again. 

[Michelle-TalkTalk]

Hi Patricia,

I'm really sorry to hear this. Can I just confirm, have you tried the below steps 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:

1. Insert a pin or straightened paper clip into the hole labelled “Reset” on your Digital Voice adapter.
2. 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.

Michelle