landline phone number cant be used or called, strange issue

[FUrake]

Hi, I moved phone number and broadband to Vodafone from BT last December and am encountering a stange issue currently.  I dont know how long this has been a problem but nobody can phone my landline number and I cant make calls from my landline number.  There is however a dial tone if I pick up the phone.  When I try to dial a number (have tried a few numbers) I get an error message saying the number is not recgonised.  When I try and phone the landline number from my mobile it makes a weird noise (not a standard ringing noise) and the house phone doesnt ring.  Pretty sure it must be an issue with my phone line and not the phone as there is def a dial tone when I pick up the phone.  Any ideas?

[Jayach]

Oh dear, the engineer will be from Openreach (or maybe Kelly if you are on CityFibre). He/She will almost certainly say it is Vodafone's problem.

So you now have your phone connected via the RJ11 internet cable to TEL1?

Is this a stand alone handset or DECT unit (probably not important, just me thinking out loud)?

I really think it is configuration at Vodafone, but best to let them go through their steps.

If you are feeling up to it (I know contacting Vodafone is never easy) I would try chat again or ring 08080 034515 and hope to get a better agent. 

[FUrake]

yeh the phone is def connected correctly via RJ11 internet cable to TEL1, I have a DECT phone, have tried turning off the power again and same thing, the phone light wont come on and no dial tone.  I agree with you, it has to be something on vodafones on or maybe even cityfibre? ill try this phone number and see if I can get to speak to someone better than the previous guy

edit: I didnt take out a calls package, could this be the issue? im pretty sure it said I would be on pay as go calls though so surely this cant be the issue?

[FUrake]

I see this online but it doesnt have an option for light not on at all lol

3. Phone:

• White – you can make calls
• Flashing white – call in progress
• Red – can't connect to the voice service (Vodafone Business customers only). Try turning your router off and on again and if that doesn’t help, please get in touch.

[Jayach]

As far as I know, Vodafone only supply phone and broadband packages to home users, not broadband only.

It wont be anything to do with CityFibre, they just supply the connection, the services are Vodafone.

I'm still betting Vodafone haven't enabled it properly.

Wail until the engineer has been, (if they turn up at all) and if you are still having no luck, raise a complaint. Complaints Code of Practice | Vodafone they will will have to do something then.

[FUrake]

I finally had a chance to phone number provided a few posts back and spoke to a very helpful woman who confirmed my landline had to be recalibrated or something like this (cant remember exactly what she said), she put me on hold for 5-6 mins while she did this and thankfully its worked, the phone light is on and I now have working landline, thanks for all the help in this thread, I wonder how many missed calls ive had since December LOL!

[network123]

Glad to hear your sorted! Haha ask for a call log 🤣

[Jayach]

Told you so. LOL

[Jayach]

If you have the THG3000 router, it has 2 RJ11 ports marked TEL1 and TEL2. Those are for the telephone. You can use the RJ11-RJ11 cable marked "internet" to connect your phone (if you can remove the BT cable from it) or get an adapter. https://www.amazon.co.uk/Rhinocables®-Socket-Telephone-Adaptor-White/dp/B00EVS5UZ2/

Well done @network123, I'd assumed the OP was still on FTTC.