VOIP - Worked for over a year then just stopped!

[Cat9515]

Hello

I signed up to the social tariff essential Vodafone package by phone and was switched from my old provider to Vodafone in July 2023, this was renewed the following year, but the phone service which was provided by Vodafone and working for over a year just stopped working in 2024, not sure when this happened but I think sometimes near the end of summer, I really don’t use the phone line much and usually just for incoming calls, I do not own a mobile phone so cannot call you to try and work this out, all cables are connected correctly but there is a red light on the router and I believe this should be a white light and from what I understand reading posts on this forum this has to be fixed at your end, not my end.

Could you put this through as urgent as I am a disabled customer expecting a hospital call in February, I understand it’s your Tech2 people who can fix this particular issue.

Thanks for your help and can you tell me what information you need to be able to determine my address and phone number and Vodafone details, I don’t want to give such information out in a public forum and I don’t have a mobile to call you, I am more or less housebound with no one who can do this for me so I need to go through your forums instead.

[Gemma]

Hi @Cat9515 - thanks for sharing this with me and reaching out to us here. I can understand how important it must be for you to have a connection. If possible, please follow the steps here, which will run through some live tests on your line. You'll then be securely connected to an agent if needed (online). If this isn't possible, please take a look at our accessibility page, where you'll find the email address for your preferred communication method. Please let me know if you need anything else. 

[Jayach]

@Cat9515 

Have you rebooted the router (turned if off/on), that may get it working again.

[Cat9515]

Router was rebooted three times, the cables were connected, the red light on the router for the phone part suggests a problem with Vodafone’s end, that’s what other forum posts suggested to me and why I am now on the forum, that light and the fact the phone has a dial tone but just doesn’t work for calls, incoming or outgoing suggest a problem at Vodafone’s end.

@Gemma    The page above just takes me to broadband issues, also I have tried rebooting procedures and looked at cables, everything is correct from what I can see, the clue is that red light and the fact I have dial tone on the phone, that’s my feeling, that red light suggests Vodafone probably don’t have me connected to their network anymore, that’s my feeling anyways, I even got the leaflets which came with the router out just so I could triple check cables, everything is connected at my end and reboots have been tried.

[Cat9515]

I just tried to log into the Vodafone page, my login, it’s been so long I forgot the user name and password and it wants a telephone number, that’s not working, it then asks for a PIN and favourite location, I cannot remember any of these details, I went in to the router page online originally to change the password and I doubt anything in there would be useful for this VOIP problem, but anyways, I still need help, if I can supply my name and address and telephone number to someone in Vodafone I will, just let me know the email to send it to.

[Charlotte]

If you've tried everything from your end to get this sorted, @Cat9515, I'd suggest reaching out to the Broadband Support Team. They'll be able to look into the issues which you're experiencing, and raise a ticket from their end to our Tech Team if it requires a deeper investigation to resolve the issue. 

We're unable to take any contact details from you on this platform, but you can speak with Broadband Support here.

[Cat9515]

Someone must have contacted someone because I just tried the phone today, and it’s now working, it hasn’t been working for a long time, so thank you whoever got this fixed, I appreciate it.