Hi

 

We are having all kinds of trouble with an unhelpful ISP - EDIT There is some small progress. Please wait. As suspected server side stuff

 

We recently received a brand new AX1500 VX220-G2v

 

The broadband/fibre started up straight away

 

However there are problems with the phone setup

The ISP was going through some complex provisioning and tests and claim that it is working from their end

 

However there is no phone service and number registered on the front screen of the router interface

 

Apparently there is some action on the SIP server. Details below which suggest some information being returned to the router

 

However there is no documentation or assistance from the ISP on how to do any further testing or configuration

 

It is a new interface and new modem. More familiar with a different modem over recent 15 years which had easy and clear phone setup interface

 

Would be grateful if anyone can advise what we can do to configure and/or test the phone service

 

The blue phone light flashes on and off. It has been hard and soft rebooted multiple times over the last 24 hours or so

 

There is no dial tone but since there is no phone service registered on the modem this does ot surprise me

 

Hope someone can help because I am sick of the ISP giving us the runaround for 6 weeks and lying through their teeth sometimes

 

EDIT Update. Strangely the phone service from the ISP seems to bypass the Router phone interface which was a bit of a curve ball but given lack of support by the ISP and lack of anyone to talk to misunderstandings were inevitable. We now have a part functioning phone service able to receive incoming calls, providing a dial tone, and allowing us to dial but not make outgoing calls to STD or Mobile, or any other number I expect

 

We still get no support fromm the ISP on the matter. Is anyone able to clarify if there is anything in the router could cause this behaviour and give a message "You are unable to make this call. Please contact customer service". Is that a router message or likely to be coming from some service provider somewhere at our ISP or in between us and the iSP. To me it sounds like not-fully configured service by the provider but it crossed my mind it could (at low probability) be a modem message. Would be grateful for any clarification. Especially since the matter is still with the ombudsman and full provision of the phone service is part of the promised resolution by the ISP

 

Thanks

 

I get two debug log messages

sip 0 register succeed

account[<number>(0)] registration ok

 

Edit 2 or 3 as of 5th October. Strange that not one person in the TP community seems to have even read this post let alone commented. Situation is the same, however after discussing the matter with another technically knowledgeable colleague they did suggest that my assumptions above were not unreasonable. While the most likely cause could be problems with a service not being fully provisioned by accounts at the ISP, there are a number of reasonable technical explanations that could include routing issues. That leaves a very big world out there between our phone handset  and anyone else. Also this ISP has a history of providing some dodgy routes over recent years. Who knows where the phone unavailable message is coming from. Anyone know how to test phone routes and see where the error could be. New modem. Not familiar with it yet