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, The adaptor arrived today and my phone is working! Thank you so much for all your advice. Really not impressed with Vodafone so far since, rather than me spending goimng on fort 5 hours on the phone and on online chats, they could have sorted this problem very quickly. I think I'll, just for fun, put in a complaint. Or at least suggest to them that they include the adaptor with the rest of the equipment they send out and educate their customer service people to know that this is the solution. Charlotte

[Jayach]

Glad the adapter worked, I thought it would. Does the phone ring O.K. when calls come in?

Yes they really should include the adapter with every router, it would only cost pennies, and save so much hassle.

Using the DSL cable works for most phones, but not all, as you have found.

[cahowes]

Yes, it rings. Phew! And my answering machine works! Its such a simple fix and yet Vodafone seem completely clueless. As you say, there are many people in the UK with BT phones who will need the adaptor. I hope all my questions and all your answers help other people.

I am still so fed up that I'm thinking I might just move to another ISP. I'll need to decide by the end of this week. Meanwhile, I'm writing a complaint letter to this address: Customer Relations Manager, Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN.

I'll let you all know how I get on.

Charlotte

[Jayach]

Unfortunately I don't recognise that number, the fact it starts CE suggests it's a certification number, rather than a router model number.

As you're new. and don't say you are on the PRO II service I'll assume you have a Power Hub (VDGM4137VDF), does the back look the same as the picture posted earlier?

Yes, the original fault appeared to be that the phone didn't work, but by trying a different phone the OP was able to prove the service did work, but not with the phone they had.

As the Power hub doesn't have a separate phone indicator led, unlike the earlier THG3000 which I have, there doesn't seem to be an easy way to know if the service has been correctly provisioned.

For a "phone doesn't work" scenario there are two basic possibilities, either its's not been provisioned correctly, or the phone isn't correctly connected to the router.

So all we can really do is make sure the connection at your end is correct, so just how are you connecting the phone to the router?

[cahowes]

Hi Jayach and Pat, My Power hub does have a light for the phone. I'll post a phot here.

[cahowes]

Hi Jayach and Pat, I'm finding this thread really complicated . . . messages seem to disappear and move around. However, here is my set up and also a photo of my, Voip adaptor, in case this helps anyone. Charlotte

[PatMorri54]

Thanks. Yes it's a Power Hub (VDGM4137VDF). 
I'm connecting using the cable that came with the router. I've shown the Vodaphone people the connection twice and they've both said it is how it should be. When the router was first installed there were three green lights illuminated: Wifi, Internet and Phone. Vodaphone ran an update and the phone led has remained unlit ever since. My latest call with Vodaphone didn't go great (reset the router and in an hour everything will work.  It didn't), and the situation remains the same.

[Jayach]

@PatMorri54 

Thanks for those pictures, not having a Power Hub I had been lead to believe it only had the one led on the front.

The fact it previously had the phone led on, and now doesn't, says Vodafone have broken something.

And yes your connection to the hub is fine.

[Jayach]

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@Jayach wrote:

@PatMorri54 

Thanks for those pictures, not having a Power Hub I had been lead to believe it only had the one led on the front.

The fact it previously had the phone led on, and now doesn't, says Vodafone have broken something.

And yes your connection to the hub is fine.

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Oops, sorry @cahowes it was you who posted the photos, yes it does get confusing when there are different people posting in a thread.

@PatMorri54 Until the phone led is lit, there is no point worrying about the phone connection. Once the led is lit, if the phone still doesn't work, we can re-visit the connection.

[PatMorri54]

Hi @cahowes and @Jayach  - my problem, as I suspected was that the router was not fully provisioned. So, from the 11th until now, Vodafone have been prevaricating. I've had a call from their tech team who fixed that issue within 5 minutes, bby updating the router software. I'll bow out of this thread for now and hope that you get a resolution. Thanks, Pat