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 Pat, Really glad you are sorted! 

[PatMorri54]

@cahowes I thought I was. But now, although I have a green light on the router, I get a "no line" message on my phone. Could you let me know where you got the VOIP adapter?

[Cynric]

@PatMorri54 https://forum.vodafone.co.uk/t5/Landline/VOIP-adapter/m-p/2747621

Found using the search button 😁

[cahowes]

Hi Pat, I got mine from Vodafone (I had to go on another hilarious chat to get it). It should have been included with the equipment they sent me (its mentioned in the set up booklet for the Power Hub). the adaptor can be called different things . . . its a BT to RJ11 adaptor (because its to join your old phone cable, which has a BT socket on the end, with a cable with an RJ11 plug, which plugs into the tel 1 socket on the adaptor), or a Voip adaptor. Vodafone seem to call it a voip adaptor: https://www.amazon.co.uk/Rhinocables®-Socket-Telephone-Adaptor-White/dp/B00EVS5UZ2/ref=asc_df_B00EVS... Jayach has lots of posts about these, including a photo, and helped me massively. Thank goodness for this forum! Although we should really be able to get this help from Vodafone. Good luck and let me know how you get on. Charlotte

[PatMorri54]

Hi Charlotte, many thanks. I'm regretting letting this run for so long and should have cancelled earlier. I was with another provider for years and should have stayed with them, but Vodafone's offer seemed much better. I'm also grateful for the advice and support on this forum. I'm in my seventies now and seem to have become a target for shoddy workmanship, scammers, conmen, liars and crooks. Forums like this go a long way to rebuilding your faith in human nature. I'll let you know if I get this sorted. Pat

[cahowes]

Hi Pat, I was with EE, who had been great, but their merger with BT seems to have created chaos. Previously their customer services had been really good but I have had problems there too recently, especially with being on hold on the phone for up to an hour and then no one being able to find my account and, when I did get to speak to the right person, they weren't helpful or, sometimes, even pleasant to deal with. Apparently, having signed up with EE 24 months earlier, I was classed as a legacy customer. Unfortunately no one told me that and it caused chaos until I realised what was going on. They even, when my internet was off for two days, arranged for an engineer to go to my godmother's house (300 miles away from me) because I have power of attorney for her and her number was the only account they could find associated with my name. So sad they seem to be having problems because I had a very easy time, and great internet, with them for two years. So, what I'm trying to say is, no ISP seems great at the moment. Charlotte

[PatMorri54]

Yeah, and not just ISPs. Over reliance on dodgy systems, untrained under-resourced staff and a basic lack of humanity seem to characterise every utility company, government department, NHS provider ... I'd better stop or this thread will get red-carded.

[MakeMyDay]

Just so CxO typre can proffit and ingratiate themselves with the shareholders, frequently other corporates. If they want to bolster short term proffits / look like they are doing something they just 'rationalise' those undertrained staff - even worse if they just use other corporate 'contract' staff. Customers (cust'ards or bast'omers, i'll let you rearrange the letters) never have a voice, letalone to the 'management' or leadership who invariably hide behand front line staff even them there are service failures, they just 'lead' from far behind and not the front. Simply lousey service delivery, I know I was in IT client Service and project delivery for 22 years,  and  should I have 'avoided' engagement with client escalation I'd have been 'removed'.  I gained client respect by being proactive and engaged, problem managed on the basis that prevention of escalation was a best practice, and trained staff to likewise.  These days it seems the opposite is true, maybe they get paid for the number of escalations, making 'problems'  longer or by the customers that leave.  Old saying,  commincation is the problem to the answer.
Ho hum.


Re this thread, perhaps consider that the teething problems are over, and connectivity will now be fine, until somone intervenes or makes a 'improvement change'....

[PatMorri54]

@cahowes @Jayach  @Cynric  Thank you for you help and support. The adapter arrived today and I have my landline back. Now off to send a rocket flying in the direction of Vodaphone complaints.

[cahowes]

Hi Pat, I'm so glad to hear your phone is now working. Vodafone could save so many people so much stress by just including the adaptor when they send the hub! Glad to hear you are complaining. maybe if enough of us do that they'll change the way they operate. We can always hope . . . Charlotte