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Landline not active after switching to Vodafone

2: Seeker
2: Seeker

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!  




16: Advanced member
16: Advanced member


Have you followed the posts in this thread?

So, first question, is the PHONE led lit on your router? (and do you have the THG3000 router)

Edit: Although as you say you can't dial out to mobile numbers, does that mean you can dial out to landlines?

All fixed nowjust needed an adapter for the BT to RJ11plug

Yes we can ring other landlines but  no one can ring us on the landline. The phone light is on on the Router and we’ve got a dialling tone. I’ve tried ring both of our mobiles which ere iPhones and nothing.

Ive contacted Vodafone at least 10 times on chat with no results. Rang Customer service twice with no luck. Someone said yesterday that I need an adapter, which they didn’t send with the new Router. Someone on the chat has told me we don’t need the exact adapter, then yesterday they said I do and have posted me one.
This is just so confusing.

Sorry that should’ve said extra.

The BT plug needs a crossover adapter to RJ11 for full function. A tweak from VF to the router. In the hub my status page reads:  Tel 1 registered  and line above Telephone Failed - until I plugged in the new lead.

I have full function now hanks to ebay plug type-changing lead. A lead with RJ11 at both ends to replace th BT plug doesn't work. Login to Router at and click status. Password is oon router/hub base.

16: Advanced member
16: Advanced member

Absolutely nothing to do with an adapter. (unless the problem is that the calls are coming through, but the landline phone isn't ringing, have you checked? I believe the PHONE led on the router should flash when there is an incoming call))

How are you connecting the home phone to the router?