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03-11-2023 09:06 PM
My elderly parents have recently started a Fibre 2 broadband and landline contract with Vodafone. Their broadband is supplied via FTTC and the internet cable for the router emerges from a NTE5C Master Socket and connects to their Vox 3.0 router. Just to get them up and running I had plugged in one BT Decor 2200 corded phone into the VOIP adapter sent out by Vodafone and plugged the other end of that into the Tel1 socket on the back of the router. They can hear a normal dial tone on the phone and can make outgoing phone calls with no problem. However, nobody can call them on the landline number. Anyone attempting to ring them gets a 3 beep, call connection failure tone and then silence. Their landline phone never rings.
The broadband connection is perfect. Outgoing calls just fine. Not receiving landline calls at all is a real problem as they live in a mobile phone reception weak spot.
Does this sound familiar to anyone? Any pointers or useful information would be greatly appreciated. I'm in touch with Vodafone tech support but it's interminably slow to get anything useful.
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05-12-2023 08:20 PM
I have now got a resolution to this problem. The landline number that Vodafone initially supplied with my Broadband and Landline package apparently used to be used by TalkTalk and for some undisclosed (to me anyway) reason it was never going to be able to be usable by me as a working VOIP landline. Who knows why. Anyway, Vodafone have now done what I suggested to them over 3 weeks ago and supplied a new number for me to use. A couple of days for them to set it up and now my landline works as it should. Incoming and outgoing calls both working.
The support system for diagnosing problems with landlines is very slow, repetitive and unbelievably frustrating for customers. If this sort of thing happens to you, be prepared for a lengthy multi-week ordeal. If you are not wedded to the landline number you're having problems with I would just insist on being supplied with a new number straightaway.
Vodafone offered a month's credit of fees which I consider the very least they could do, given that I have spent over 14 and a half hours in total using their support systems both on the phone and the online chat.
Thank you to those people who have engaged with this thread over the past month.
06-11-2023 04:52 PM
Still none the wiser as to why incoming calls are not being routed to our VOIP landline. Support called me on my mobile to get me to call the landline from a couple of different phones and tell them the carrier and numbers used to try and make the calls. They are now apparently investigating further.
Out of interest, can anyone shed any light on why there is more than one VOIP profile listed on our router's Phone section? What is "profile2"? -- see attached image:
06-11-2023 06:59 PM - edited 06-11-2023 06:59 PM
Your picture hasn't been moderated yet, and I'm not on VoIP, but I expect it's for the second tel port.
Hardware wise the two ports are physically separate.
13-11-2023 06:23 PM - edited 13-11-2023 06:23 PM
Analog Telephone Adaptors often support multiple profiles. An example would be the Grandstream HT812. This device supports 2 SIP profiles. A SIP profile is just technical jargon for a SIP account. So, I could configure the Grandstream to use two different VoIP accounts, maybe Vodafone on Profile A and BT on Profile B. I could then enable both telephone ports and set Vodafone to use TEL 1 and BT to use Tel 2. Or, I could disable the TEL 2 port and have both Vodafone and BT use the TEL 1 port. Or, I could assign the TEL 1 port to Vodafone and configure the device to send all 0800 calls out over Profile 2 (BT).
The reason why you're seeing "profile2" in the above screenshot is because the Vodafone agent has tried to manually setup a second profile on your device but didn't assign it a name. So, it defaults to "profile2". He/She likely just entered your SIP Username and Password along with the SIP register address and left all other settings at default. A reboot should get rid of it as the device will communicate with a provisioning server upon boot and download the correct configuration profile registered against your Vodafone account.
13-11-2023 06:26 PM - edited 13-11-2023 06:27 PM
I think a factory reset may be better. It will force all settings to be downloaded fresh and will get rid of Profile 2.
This worked for a couple of people already.
08-11-2023 11:12 PM
09-11-2023 01:03 PM
Very glad to hear your usual landline number now works at last @GillianLockie . This gives me a glimmer of hope that this incredibly frustrating experience might actually have a resolution.
Thanks also for all that useful information regarding escalation and compensation ... should things not get resloved. I will prompt Vodafone to see that their compensation sceme does kick in automatically and if not I will press for them to sort that at least.
09-11-2023 01:19 PM
Just to update what has been tried out. I have factory reset the router 4 times now over the past two weeks. The most recent of which was carried out while on the phone with Vodafone 2nd line support this morning. This made zero difference to the landline not receiving calls. I said to them that I did not think it was a hardware issue, not at my end anyway. They still had me disconnect and try a couple of different handsets. But anyway, no change regardless of handset used.
I asked the support agent I was speaking with to themselves try ringing my landline to see what result they got. That this wasn't something that any agent I have spoken with over the last few weeks has tried already is slightly worrying.
I could almost understand this sort of problem arising when you are trying to port across your existing landline number from another provider to Vodafone. Things in complex systems go awry, I understand. However, Vodafone themselves are providing me with this number on a fresh installation. They have punted the problem back to the technical support team and say that they will get back to me.
13-11-2023 06:00 PM
The merry-go-round continues. I've been on the phone with 2nd line support three times altogether now. First time, it was factory reset of the router. No result. Second time it was to get me to make three different attempts to call the landline from three different phones and tell them the network carriers being used. Then I was told they'd get back to me. 3rd time, they wanted me to try different handsets. All to no avail. Then a few days pass with nothing. I raise a formal complaint on Saturday 10th November because of the time this is taking. The compaints team call me and say that they're sure this can be resolved within 24 to 48 hours and that they'll get in touch with Support. I get an SMS from 2nd Line Support today at 11am to say they'll be ringing me in a few minutes about this fault ...... 6 hours later, I'm still waiting. The call doesn't arrive. Really comically bad.
Later today I get back on with the online chat for 2nd Line Support and another frustrating hour passes. I'm told to make three attempts at calling the faulty landline and to note down the times and network carriers being used. I remonstrate that I've already done all this. This is to no avail. I'm told that I need to do it or they cannot pass the fault through to the Voice Traffic Service Team. I need to note down the details and then email the results over - I'm apparently going to be sent an SMS with email address details to send the results to but I'm not holding my breath that I'll be sent this either.
I'm told there is no port problem with the landline number. The "Port In Team" say that everything maps as it should. I retort that this landline number is being provided by Vodafone themselves, it's not being ported over from anywhere. This fact is glossed over.
To make matters worse, the agent keeps being unable to type back their replies for "systemic reasons" and at the end I'm unsure if they are still there. I end up typing Hello? Are we still connected? Many minutes pass and no reply is ever forthcoming. This is rapidly descending into farce.
22-11-2023 09:49 PM
Still waiting for a fix to this problem. It has now gone through multiple tech teams and I get a phone call about every three days from the Home Broadband 2nd line Support Team to tell me that there's nothing new to report. On Friday the 24th it will be 4 weeks since I reported the fault. If your digital landline has a fault upon provisioning/deployment, be prepared for a lengthy multi-week wait for it to get resolved. Is this sort of waiting time reasonable? I'm not sure that it is.
22-11-2023 11:39 PM
Hi, sorry to hear that you are still without your land-line. Just to remind you, my number became active at the end of week 4, 3 days after I sent Vodafone an email containing my router serial number (with a photograph of the label), and my full address, (my research suggesting that any errors in in either of these, could cause the number porting process to not complete), which might perhaps be a smoking gun? If that is the case though, what they had, or rather had not been doing, for the previous 4 weeks, given that you would expect that information to be the first thing that they would check, rather begs the question. I agree with you, I was given absolutely no warning that there could or would be any possibility of any interruption of phone service. Anyone who tried to phone the number on my business card of 30 years, will have thrown the card away, so goodness knows how much income that I have lost.
Below is Vodafone's email to me regarding compensation;
Regards,
Gillian
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