No line display on handset with Full Fibre 500

[Lollipopp]

Hi, I transferred from Sky to Vodafone last year and recently wanted to set up a landline phone at home, but the phone is completely dead. The phone is connected to the back of router by using the INTERNET cable came with router. I  can see the phone light on the router is on and light is flashing when I make calls from mobile, but the phone won’t ring and no dial tone or making calls. No line displays on the phone.  The model of router is THG3000 and the handset is BT Decor 2500 which works fine with Sky router. 
Does anyone know how to get it sorted out? Thanks 

[Jayach]

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@Lollipopp wrote:
Does anyone know how to get it sorted out? Thanks 

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Yes, you need to refit the original BT style cable to the phone and use a "VoIP adapter" as Vodafone call it.

Try asking live chat to send you one. https://vodafone.uk/4cSq9ty

[Lollipopp]

In the installation instructions, it mentioned the “VoIP adapter “ is used when you plug router into master socket, but I need to plug the router into the wall box, do I need it as you said? 

[Jayach]

The instructions are wrong. It only shows the VoIP adapter as needed for FTTC as the DSL cable will be used for connecting the router to the BT master socket.

However, not all phones will work with the DSL cable into the router due to mismatching connection pins.

BT phones are nearly always the ones that need the adapter. I really despair that Vodafone don't supply the adapter with every router, they really should.

[Ripshod]

At one point they did. 

I've personally given out 14 of these adapters to Vodafone customers just this week, and it's only Thursday. Seems vodafone would rather send jobs to openreach/Cityfibre than send out a cheap adapter. 

[Jayach]

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@Ripshod wrote:
At one point they did. 

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I didn't know that. I wonder why they stopped?

I got my THG3000 shortly after they introduced it, and it didn't include one.

[Lollipopp]

I just had chat with the customer service, they agreed to send me one, hopefully it will work. Thanks for your help 

[Jayach]

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@Lollipopp wrote:

hopefully it will work

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Believe me, it will work.

[Ripshod]

There were several posters mentioning they had received the adapter, but that was over a short period of time. I wonder if they're just trying to shift old stock now.

We know that when we get a job mentioning "no phone" we don't need to bother checking at the exchange, we go straight to the customer with an adapter in our pocket and invariably vodafone is the ISP. 

[Jayach]

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@Ripshod wrote:

There were several posters mentioning they had received the adapter, 

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In those cases, I believe the adapter was issued separately, their orders seemed to show a SOGEA adapter. It should be in the box with the router. Expecting customers to remove the cable from their phones is just wrong.