Fibre installed 4 days ago. Internet working but no phone and HP printer will not connect

[cahowes]

Hi, I have moved from EE (copper wire connection) to Vodafone (Fibre broadband with landline). I had fibre installed at my house four days ago. Openreach engineers were totally lovely and have done a really neat job. Internet is working fine and my computer (MacBook Pro) and mobile phone (iphone SE) have joined wifi easily. My landline phone (BT Synergy 4500), connected using the cable provided, is not working at all. My printer (HP envy 5330) recognises the network name but will not connect to wifi. I'm surrently waiting for a promised call from Vodafone (between 2 and 4 on Friday . . .  please be in . . . we will ring . . . ) but nothing so far. Having read posts here I have little hope that anyone from Vodafone will be able to help me. Thank you, in advance for any advice that anyone here can give me. Charlotte

[cahowes]

Hi Jayach, I've had a look at the socket end in both phones and there are 4 pins in each. But maybe, even though the pins are there, they use different ones in each phone? I'll try the BT to HJ11 adaptor and report back.. Charlotte

[Jayach]

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@cahowes wrote:
Hi Jayach, I've had a look at the socket end in both phones and there are 4 pins in each. But maybe, even though the pins are there, they use different ones in each phone? 

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I'm pretty sure that is the case, it has been reported on here before. Always seems to be the BT phones that are different.

[Jayach]

If, once you have the adapter, the phone works but doesn't ring, it will be because it doesn't have the ring capacitor.

But don't worry, there is a "work around" for that.

[cahowes]

Hi Jayach, Thank you again for all your support. They really don't make it easy do they? I honestly think there will be people dying because they have no phone access once this is rolled out. Although, from my experience of talking to people in John Lewis, Vodafone shop, local computer shop, local mobile phone shop, younger people have no idea waht Voip, or digital voice, is. The older people i spoke to didn't have much idea either and one told me no one will have a home phone at all in a few years time. In that case, what is Voip/digital voice for? Will it primarily be used by businesses? Or will it be obsolete before its even launched? You'd think with so many people having the same problems (this forum and similar EE forums) that the customer service staff would, by now, be trained to help people. This, from my Quick Start Guide (Ha! Ha!), clearly shows the adaptor that I didn't get with my delivery of equipment. I had to go through another painful online chat (lots of gaps while they check things and then pass you on to another person who has to go through security again and then has to check lots of things while you wait and type OK, or . every two or three minutes). I have asked them to send the missing adaptor. I also spoke to the very lovely Openreach engineer who installed my fibre and she will see if she can find me one. I was about to order the one you suggested from Amazon, and may do that in the end, but then decided Vodafone should really be sending it to me. We'll see if it arrives. Very excitingly I have recieved a Confirmation of order email . . . and lots of emails trying to sell me other things . . . of course. I somehow think the estimated delivery date of . . . . today . . . could be wrong. 

[PatMorri54]

I'm having the same problem. I've been lied to from the outset. Broadband activated 11th October. Promised the pone line would be active on 13th. Didn't happen. Promised it would be fixed on 16th. Didn't happen. Promised it would be fixed today. Didn't happen. I really regret changing from TalkTalk - how bad is that?

[Jayach]

It's unlikely you have the same problem as @cahowes, which was that a BT phone didn't work with the Vodafone digital voice service, when a Panasonic one did.

If you give us more details of which router you have, and just how you are connecting the phone to it, we may be able to make some suggestions.

[PatMorri54]

Hi Jayach, thanks for your input. I saw it as the same problem in that the phone doesn't work - there's no green light on the router (CE2409JE9W0). I've videoed the connections live (twice) and been told (fwiw) that everything is set up properly. Each time I call I'm told to wait 48hrs. I have 4hrs of online chat transcripts that read like a Monty Python sketch. I'm currently waiting for another call from Vodafone. 

[cahowes]

Hi Pat, I have similar chat transcripts . . . unbelievable. have just posted a complaint letter.

[cahowes]

I'm regretting moving from EE! 

[Jayach]

Good luck with getting the adapter from Vodafone, they sent completely the wrong thing to a previous poster.

Why they don't include one with the router I don't understand. Every U.K. customer with an analogue phone really needs it, they shouldn't expect people to be swapping the cables on thier phones.