VoIP logic

[JoeWright]

Hi, we had our vodafone cityfibre line put in yesterday, with a transfer of our BT landline number.  Today, everything is working including outgoing phone calls, except for incoming phone calls.

If you dial our number you get a number not recognised message.  I assumed this is a timing issue so started an online chat to check and get a feel for how long it should take.

Thing is, they are convinced it's because we weren't supplied a VoIP adapter and have dispatched one.  I didn't understand the logic of our analogue phone working directly plugged into the router for outgoing calls but not for incoming without a VoIP adapter.  I assumed the analogue/VoIP conversion is happening in the hub because otherwise how is it half working?

They are convinced that's the issue though, even though it wasn't listed on the dispatch note and isn't mentioned in the instructions.

I hope someone can explain the technical logic behind this?  Thanks, Joe

[Jayach]

There is no logic behind it, I suspect their script just tells them to send one.

You are correct, it will make no difference.

Are you sure the number it is dialling out on is still your old number?

The VoIP adapter contains a "ring" capacitor, so if the incoming call were going through, but just not causing the phone to ring, it would cure that.

[JoeWright]

Thanks, I thought I was going crazy.

Yes, it is dialing out with the old number.  Initially we thought everything was fine because we hadn't tested dialing in.

Is it a case of just waiting a bit longer (it has been exactly 24hrs after installation)?  The problem is that they are blocking investigating the issue further.

We've asked for technical explanation and they get quite rude and say they've had loads of training and that is 100% the problem.  They refuse to let us speak to a complaints department.  And I don't know who I should talk to if the problem persists.

Oh and I don't think it's a ringing issue as phoning in gives the number not recognised message (or noise depending on network)

[Jayach · Accepted solution]

Once you have the adapter, and it hasn't cured the problem, they will have to pass you up to the next level of support. It sounds like the port of the number hasn't gone through correctly.

[JoeWright]

OK thanks

[JoeWright]

Found the vodafone number and got through to someone who confirmed the VoIP idea was nonsense, and that the problem was that bt/openreach hadn't closed off the number properly so he's got the activations team to push on it to get it done.

Thanks for the sanity check.