Landline not active after switching to Vodafone

[js429]

I switched my Dad's broadband and landline over to Vodafone last month as he was being charged ridiculous amounts by BT. Vodafone sent him a new router, arranged for an engineer to visit to sort out the landline switch. The Openreach engineer attended the day after the activation date and when he left broadband was working perfectly but the landline was not working. You can't dial out. And if someone calls the landline number, they hear a message "This person's phone is currently unavailable." Vodafone said wait 24 hours and it should resolve itself. It did not. 

This was 2 weeks ago and since then I have contacted Vodafone 5 times, (3 via chat and twice by phone). Each time the agent I speak to tells me that they have raised a request and the problem will be sorted within 24-48 hours. It is still not working. The last agent told me the problem has been logged with the "higher technical team". I asked what do I do if the landline is still not working after 48 hours. She told me, "it will definitely be working in 48 hours". It's still not working! 

On top of this, Vodafone have now sent my Dad an email and text message saying that his first bill is ready and available to view online but he cannot log into his online account to see it. The login details that Vodafone sent don't work (I've tried many times, copied and pasted, checked that caps lock is not on etc). During one of my 5 attempts at contacting Vodafone an agent tried to reset the password and that didn't work either. It appears that the account set up has not been completed properly. 

On the router (Vodafone Wifi hub) the 'Internet' light is on solid white and broadband is working fine. The 'Phone' light is not on at all so I assume this means that the landline has not been set up. The phone is plugged into an adapter and the adapter is plugged into the TEL socket on the back of the router. I have factory reset the router to try to force it to download any updates but that didn't work either. 

Is there anything else I can try? I am fed up of being told to wait 24-48 hours by Vodafone agents. How do I get them to take this matter seriously and resolve the issue quickly? My parents are elderly and rely on the landline to speak to healthcare professionals so this is a big inconvenience for them. 

Any help gratefully received!  

[Dammers2596]

I ordered a simple plug adapter for this and it may arrive today, thanks anyway. I will prob have to wait because I bet whatever they send will not be plug and play. VF needs closong down and rebooting with size 11s..

[Dammers2596]

Mirabile Dictu! Fortunately, not trusting VF, I had ordered an adapter lead on eBay and it came this morning and now the phone appears to be working fine.

[Jayach]

Have you checked that the phone rings on an incoming call?

Some adapters don't have the ring capacitor, although as most phones no longer need one it may not be a problem.

[Dammers2596]

TT had a standard BT plug on the phone base unit and I noticed the different number of wires in the three cables I had; 2 a 4 and BT also 4?.  VF have agreed to sendme an adapter not sure what that means yet. it should arrive within 24 hours and I will re-post

[Jayach]

Thanks for that, the only info i could find on the TT router showed the phone port covered, so I had no idea what socket they used. 

Once you have fitted the Vodafone "VoIP adapter" you should be able to connect the DECT phone same as you did with TT.

Let's hope it doesn't take too long to arrive. 

I honestly don't understand why they are not included with every new install, some people seem to get them and some don't. It makes no sense. (but so much about Vodafone is like that)

[Dammers2596]

TT had a standard BT socket under the sticker whereas VF have a square RJ11.

[Ripshod]

It would have been much less stressful to get one from amazon. Sod principles, hair is valuable. 

[Dammers2596]

I don't support Amazon, but I did ordrone on eBay and it arrived today and it works. Dial tone and ring tones, no thanks to VF.

[KazMac2]

I’ve had the same problem after getting it installed 12 days ago. No one can ring in and can’t dial out to mobile numbers. 

[Dammers2596]

Adapterplugs BT ro RJ11 are under £5 on Amazon, i paid more from eBay but it works fine and came in 2 days. The RJ11 adapter has the wires crossed over unlike the RJ11. See

RJ11 to BT Adapter Plug, Single UK Telephone Jack to RJ11 Socket with Tail Lead Converter or Extende...