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Landline

VOIP phone not hang up after caller does

Mark
Moderator

Hey there @AnnieBody01 I'm sure the team are doing everything they can to get you back up and running again. If you'd also like us to take a look into this, we'll need access to your account and will need to take some personal information from you. For security reasons, we're unable to do this through a public forum such as the Community. Pop us a private message via Facebook and Twitter and we'll be happy to help 😊

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AnnieBody01
4: Newbie

1. The Gigafast support team have fobbed me off and done nothing, so I 100% disagree with your statement based upon conjecture, not fact.

2. Having already stated I shall not sign up for a media circus site, your further requirement to do so appears to be further ignorance from Vodafone.

3. There is absolutely nothing in my contract that states I have to join a media circus in order to gain support.

4. As Ofcom support the provision of customer service without having to join a community forum or media circus, it is clear Vodafone are not complying with their requirements for customer service.

5. As it is not just me with this problem, it appears rather ignorant of their wishes for resolution that you have only contacted me.

6. With many customers having the same issue this should be resolved without having to jump through more hoops with Vodafone.

7. As I have again been forced to send Vodafone a letter of complaint, I hope it doesn't take six months to resolve this issue too. I will post the responses on this forum if and when I receive them.

 

 

 

 

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andrewinstirlin
2: Seeker

Well said!

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Stubbo
Moderator

Hey @AnnieBody01,

I completely appreciate you may not want to sign up/use social media. As @Mark has mentioned above, we're unable to look into accounts via the Community Forum as its a public platform. We also have a Live Chat system as an alternative to social media, just hit the link here

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AnnieBody01
4: Newbie

Yes, except that this is another Vodafone lie!

This is not a live chat but an automated robotic response that takes the question:

"My phone line is not disconnecting after an incoming call"

and then through the multiple choice options takes you to the only question

" I don't understand why I have been disconnected" which is completely unrelated and another waste of my time.

This service is not fit for purpose as a customer complaint option.

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jcbanjo
2: Seeker

Hi

I think your blistering comments sum up the situation we are at with Vodafone really well.

A war of attrition seems to have developed ,your "round and round in circles". comment is very apt.

I would like to know why the moderators say they can do nothing without looking at our accounts, not sure how looking at an account would resolve the whistle on my phone, unless they think we are receiving an addition to our phone package we are not paying for.

Thought contacting watchdog on TV may help but seems it has been taken off air.

 

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Beth
Moderator

Hi @AnnieBody01, TOBi is our virtual assistant designed to help you if you don't need to speak directly to an agent. If the query is too difficult for TOBi, he will then refer you to an agent. From your comments above, it sounds like we would need to take a look at how the Gigafast is performing whilst processing troubleshooting with you, in order to do that we would need to enter your account which we're unable to do over the forum for your security. 

Alternative ways to contact our customer services team can be found here. For more information on how to make a formal complaint, please click here. Please let us know how you get on

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AnnieBody01
4: Newbie

Providing more links to another chat system when the first proves to be completely useless is astonishing!

You have to remember the sole reason for being in this community is because the Gigafast help didn't want to know!

Community forums are just a way of getting customers off the back of providers that don't want to know. If there was an answer then why couldn't Gigafast support provide one or at least pretend they were prepared to look into it.

 

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clint_flick
11: Established

Hi

Wot I know about VoIP you could type on the back of a postage stamp.

 

SIP/ALG    disabled?

 

Is there an option to enable/disable SIP/ALG, somewhere in the menu's?

 

 

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Tash
Moderator

Hi there @AnnieBody01 - the Gigafast team shouldn't be directing our customers to the Community to help when it comes to account specific queries such as these. I've fed this back to ensure that this doesn't happen again in future.

Our forum is for our customers to reach out to other users and moderators like ourselves, where we can then advise the correct procedures for any queries that are posted on any thread. In this case, we'd need access to your account to resolve things with your landline. 

Due to you using our Gigafast services, our specialists will need to investigate this further and can be reached directly when calling 08080 044 668. I appreciate you'll have already been through this step, so if you'd prefer not to call us we've offered the Live Chat option or our Social Media channels. While our team wouldn't be able to assist on Facebook or Twitter, we'll be able to take your details from you and transfer you through to our Gigafast team.

@andrewinstirlin I've checked the messages you received from us via Social Media and I'm really sorry that you were advised this. Have the Gigafast team since been able to resolve things for you over the phone? If you're still needing any assistance please message us again with your contact details and if you're still experiencing the same issue - we'll then give you a call to transfer you through to the team.

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AnnieBody01
4: Newbie

So, I have started again with Gigafast telephone respose.

Instead of fobbing me off, after I explained about having to use the community and not signing up for a media account, and having to rely on writing a letter of complaint, the person investigated.

Apparently, the initial person had not sent the email promised, so I have to assume this was never going to be sent: another blatant lie! The new person contacted her/he/its comrades and it appears there is a known problem with the telephone/ethernet adaptor provided. I have purchased another and will update when it arrives and I have tested it.

Those interested in setting up media accounts to provide support should be aware they have access to resolutions. Not one has offered to investigate the problem and offer a means of resolution.

Why is that Voadafone?

 

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AnnieBody01
4: Newbie

So, the latest...

Replaced the hard wire voip interface between the router and my home phone: no change.

Vodafone support called me back at the arranged date and time as a follow up, so that's a positive from them.

They called my home phone while listening on my mobile for what is happening to get an idea of the problem.

Tried manual rebooting of router by power on/off switch.

Tried manual reboot of router and fibre box by powering both off for thirty seconds: no change.

Tried factory reset of router and fibre box by depressing the reset buttons: no change.

Checked again after an hour as factory reset can take some time to fully reinitialise at their end: no change.

Now looking to purchase a cheap phone to determine the fault is not with my phone.

 

 

 

 

 

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andrewinstirlin
2: Seeker

I tried different phone...not unsurprisingly itmade no difference....it's not.your phone that is the problem.....

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AnnieBody01
4: Newbie

Vodafone contacted me again at the arranged date and time, but as I have not been able to purchase a second replacement phone to try they are unwilling to pursue the matter until I do.

I guess the only option now is to accept that they will never be willing to investigate the problem until I invest in  a new phone, regardless of whether this is the issue or not. They are not willing to put this demand in writing.

Seems like blackmail to me!

 

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AnnieBody01
4: Newbie

So, I purchased a BT Paragon 950 answerphone and tried it. The problem was resolved: hoorah!

On the basis my Panasonic KX-TG8435 quad handset system had bitten the dust (but only on answerphone), I replaced it with a new KX-TGJ424 quad handset system.

This has the same problem!? Except in order to cancel the incoming call you now have to remove the supply to the answerphone and not just lift and replace any handset as before.

Despite Vodafone advising their VOIP works with all phones, I have contacted Panasonic support asking whether their phones are VOIP compatible and whether there is a firmware/software update available.

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AnnieBody01
4: Newbie

Received a reply from Panasonic:

Thank you for your e-mail.

We appreciate your sustained interest in our Panasonic DECT phones.

In response to your query, I regret to inform you that we have VIOP compatible DECT phones only in Germany for the time being.

However, of course, if you should have any further queries, please do not hesitate to contact us.

Kind Regards,

Winston

Panasonic Customer Care Team

 

So it would appear that Vodafone stating that their Gigabyte service is fully compatible with my existing phone system this was another statement that turned out to be untrue.

I now have the option of sticking with no answerphone, purchasing an entirely new system just to meet the Vodafone specification (not that they'll advise what I need to use) or, my preferred option of transferring to another ISP when the contract expires and continue using a UK phone service.

It still doesn't answer why my p[hone worked when first connected but doesn't work now. Vodafone must have made a change to the service.

It seems strange that a phone company are unable or unwilling to provide this advice to new or existing customers. One for OfCom to deal with.

 

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AnnieBody01
4: Newbie

As confirmed with the manufacturer, despite Vodafone claiming I could use my existing phone equipment, my phone is not guaranteed to work over VOIP.

Vodafone should be aware that VOIP is not fully compliant with all current equipment and should cease advising customers that they can use it.

More cost and more deceipt.

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AnnieBody01
4: Newbie

From my own experience, here are some things to consider before getting Gigafast:

1. The salesperson will tell you everything you need to know. It is not until you have signed up for the service that you find little of it is true!

2. If you make a compliant to Vodafone about being lied to , despite already having an account with them , you will have to attend a store in person with some photo identification to prove who you are. Note: You do not need to provide any such information when setting up an account and for Vodafone to take your money. The store will then claim they have no idea what they have to do. You then have to go through the many hoops Vodafone deliberately put in your way to prove who you are.

3. Your complaint is then actioned by completely ignoring it in full, several times.

4. You then have to insist on dealing with a senior person, who does deal with your compliant but only after you  repeat all that you have previously put into writing several times.

5. As the complaint process takes over six months, despite recognising you have been deliberately misled, Vodafone refuse to allow you to cancel the contract.

6. You find the voip service, which is advised to be the same as your previous service is not. You are only able to make and receive phone calls on one phone without any features, such as answerphone at all, unless you agree to pay Vodafone above market prices for the service.

7. To get a fully working phone system, you have to replace all your equipment with that wholly supported by a manufacturer, which currently appears to be limited to BT equipment. As an alternative, you can purchase a voip controller to interface with your phone system but that requires additional information from Vodafone in order to work.

8. Three phone calls later, after three promises, you have to accept, as indicated by other forum users, that Vodafone will not provide you with the details required for setting up your own voip phone system. You accept that the phone will never work properly again, sell the equipment purchased at a loss and stop using a home phone.

10. You contact CityFibre, the system providers, only to find that you get no response for assistance or alternative providers. It appears this system is closed to all other providers at the moment which means no competitive pricing.

9. Despite changes to the regulations by Ofcom, you get no notice of contract end.

10. As they now have you over a barrel, the price more than doubles for the same service despite already having paid for installation and have no need to replace the equipment. However, you may need to replace the router (another price to factor in) as you can only get 45Mb, in the one room it is installed, not much good if you are paying for Gigafast speeds!

Vodafone claim the new equipment uses a sim card backup , but this requires a working Vodafone phone signal in your home (which they can't provide me) plus a Vodafone account. The Vodafone mobile price for the same service from Sky increases from £6 to £28 per phone, so you may need to factor in this additional price increase, even though it will never work for me as at this price the data is limited!

Good Luck!

 

 

 

 

 

 

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