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No ring or connection on incoming VOIP calls

No ring or connection on incoming VOIP calls

Uverse VOIP line was installed yesterday to replace land line and using land line number.  I can call out on the line, but incoming calls do not ring and callers-in hear endless unanswered rings.  Any suggestions?

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Message 1 of 12
Employee

Re: No ring or connection on incoming VOIP calls

Sounds as if number not transferred, from voip phone call 1-866-315-5832, follow prompts to verify number has been moved from POTS to Uverse Voip.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 12
ACE - Expert

Re: No ring or connection on incoming VOIP calls

Bmoore090142 - You should call in for repair. Sounds like either a problem at the dial tone source or the RG.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 12

Re: No ring or connection on incoming VOIP calls

I am very upset. I have been without incoming home phone service since Monday when the Uverse installation was begun. The installation wasn't completed until yesterday and I still don't have incoming service. When I called Repair to get someone to come out and correct the problem, I was told my appointment would be next Friday, one week from today. Ugh! How do I get this problem addressed now? I have been a Bellsouth/AT&T customer for over 40 years.
Message 4 of 12
ACE - Master

Re: No ring or connection on incoming VOIP calls

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They can get to the bottom of the issues and get them corrected if you already tried the suggestion from My Thoughts and it didn't work.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 12
Community Support

Re: No ring or connection on incoming VOIP calls

Hello Bmoore090142,

 

We apologize about the difficulties you are having to port your number to U-verse. We have received your private message and look forward to restoring your telephone number on your U-verse account. Please check your private messages for further updates.

 

SadathCS
ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 6 of 12
Tutor

Re: No ring or connection on incoming VOIP calls

I've been having a similar problem for a few months, off and on. People can call us, but the phone doesn't always ring. Eventually they can leave messages on our AT&T voice mail, not our answering machine. Our old phone would sometimes say "Line In Use" even though it was off, and its the only phone in the house. I thought maybe it was the phone that was problem (had some other issues too). However, we switched phones, and the problem still remains. What's weird is it does not happen all the time. I haven't figured out a pattern in why some calls come through and others don't.

 

I thought I read somewhere about rebooting the gateway. I'm not sure if that would help or not.

Message 7 of 12
ACE - Expert

Re: No ring or connection on incoming VOIP calls

jfstelter - Rebooting the RG may or may not resolve the problem, but it is easy to do. Generally a good first step. Just be sure you are not in the middle of a recording.

A key trouble shoot is - Is it the tel wiring or the u-verse voice line. Can you connect just the one phone for a day or two & see if the problem stops. If it does not stop call for repair. If it does stop, the problem would be an intermittant short in the house wiring.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 12

Re: No ring or connection on incoming VOIP calls

An AT&T technician showed up at my home this morning, as scheduled, and solved the problem.  He called a number for Uverse voice service activation and activated the service.  I now get incoming calls and can make outgoing calls.

 

Questions:

 

Why didn't the original installer do this when he "completed the installation" over a week ago?.  He was "new", but his manager, who should have known to do it, was with him when the installation was "completed", and he apparently didn't think to do it either.

 

Why do all the online troubleshooting suggestions not include this solution, or if they do, why did it not work when I tried it?  Believe me, I tried them all.

 

Why did the original installer and his manager not give me their contact information so that I could call them and get them back to "finish the installation", and avoid having to wait for over a week, without incoming call service, to get another technician out to finish the job?

 

If the service was not "activated" until this morning, why was I able to use it to make outgoing calls?

 

i could go on with many more questions, but the bottom line for me is that I've just been through a very frustrating experience that does not give me a lot of confidence in AT&T's ability to efficiently diagnose and deal with simple service issues.

 

I hope that someone will read and use this information to improve how problems like this are addressed.

 

 

Message 9 of 12
ACE - Expert

Re: No ring or connection on incoming VOIP calls

Bmoore090142 - People do make mistakes. Ideally very infrequently.

I think you are "singing to the choir" about repair. Everyone is in agreement that you should be able call in and have the problem fixed or initiate steps to test further that will not be dropped until it is repaired.

The forum is not a replacement for proper repair service. It only provides an opportunity to guess at possibilities based on previous experience that may get you going right away.

I have three guesses on what happened initially.
1) The installer did forget a step & did not call for activation. Strong possibility it was supposed too have been automatic.
2) The call was made & a problem that occurred was overlooked.
3) It was activated & had a subsequent failure. Due to high volume, has to happen sometime.

You may have been able to call out without activation to give you access to emergency services or you may have been partially activated or the subsequent failure was only on the incoming side.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 12
Employee

Re: No ring or connection on incoming VOIP calls

My question is why when asking for assistance you do not follow advice given.
My post (right below yours) is with in 30 minutes of your original post asking you to call the voice activation number to verify your number had been transferred.
If had done so, the issue would have been resolved, no need for PM or tech visit.

Once wiring is connected to RG, and phone1 is on the ability to make outgoing calls exist.
Thus is necessary to transfer correct number. No incoming calls till transfer completed.

I just checked the number I posted 1-866-315-5832 to verify I did not inadvertently list wrong number, it works.

Have a great New Year and enjoy the service.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 11 of 12
Highlighted

Re: No ring or connection on incoming VOIP calls

I did precisely what you suggested and went through the prompts as instructed. Nothing changed.


The technician who came this AM called a different number and succeeded. I didn't write that number down, but I do remember noting that it was an 800 or 888 number that ended in 2020. He thought that perhaps it had taken a few days for the activation process to be fully implementable. Sounded strange to me. And I remain miffed that the original installer and his manager failed to both complete this step in the install process, and test the line to see if it would receive an incoming call.
Message 12 of 12
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