VOIP

[Kelly!]

Had full fibre 150 and VoIP installed August 2024.  The VoIP has never worked correctly, it’s a mixture of:

1) only the incoming caller can be heard

2) if the call being made asks to press a number from a menu, it doesn’t recognise it

3) the number dialled doesn’t connect at all

4) the incoming caller can hear our answerphone message but cannot leave a message

5) the phone ring the callers end but not my end and vice versa

I have logged this fault multiple times and have tried many self help methods, nothing is helping! I am missing important calls! Never had a problem with the old landline, I’m regretting getting VoIP.  Any advice welcome! Thank you!

[Chris-TalkTalk]

OK, thanks for letting us know

Chris

[Kelly!]

Hi Michelle,

it is working through the switch now.  I’m hoping the reset has solved the issue.

[Michelle-TalkTalk]

Hi Kelly,

Thanks. Is it still working if you re-connect the DVA back to the switch too? Unfortunately we don't have a different eero that we could send.

Michelle

[Kelly!]

Hi Michelle,

I have completed a hard reset of the voice adapter and it has solved the issue for now.  It would be better if the eero had more ports, 2 just isn’t enough! Do you know if there anyway I can get one with more ports?

thank you for your help.

[Michelle-TalkTalk]

Hi Kelly,

Is it just the VOIP service affected or are you also experiencing issues with the broadband connection too?

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

[Kelly!]

Hi,

I will try the things you have suggested.  I have tried turning the power off, but have not  done a hard reset on the adapter.  I did do a line test and it came back there is a fault, which talktalk have said I need to call them, so currently on hold.

[Michelle-TalkTalk]

Hi Kelly,

Thanks for confirming. Does the voice issue also happen if you connect directly at the eero with the switch removed? (Just to rule this out) Have you also tried re-setting the DVA?

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.

Michelle

[Kelly!]

Hi Michelle,

Yes the adapter is connected.  The Grandstream device is going through a switch as there is not enough ports on the eero.

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. Can I just confirm, are you using the Digital Voice Adapter connected to the eero or the Wifi Hub 2 with the voice port on the back please?

Thanks

Michelle