Not receiving calls since upgrading from copper to Fibe home phone

[jftemp]

We upgraded to fibre optic  and 4000 modem on Apr. 1 and it has been nothing but headaches with the home phone since.  We can phone out but only intermittently receive incoming calls ....  We have been in business offices who have been trying to reach us ... you dial our number and it just rings.  We have call display and answering machine but nothing comes through at our end.  If we call on cell phone ... you get through .... but not from a landline which most business and medical have.

I have run the virtual repair on several occasions and rebooted the modem  and I have called tech support.  Apparently this is an issue  ... and it now says July 15th as the expected repair date.  This is totally unacceptable in my opinion.  I asked to go back to copper and was told both NO and also told by another employee that we would have to get a new landline number ... we've had this one for 36 years.  We have been loyal Bell customers but this is really testing us.  I regret agreeing fibre optic.

Any and all suggestions welcome

[Paladin]

Hi!

I am a bit surprised that the repair date is so far, each time there was a problem for me Bell's technicians were dispatched within days...

Until such time that they can fix your problem you could try forwarding (if it it part of your phone package) your phone number to a cell phone. That's not a perfect solution but if it works at least you would not miss your calls...

By the way, whatever you do, considering how long you have had that phone number and the fact that you want to keep it, do not cancel your phone service until you have transferred it elsewhere (cell phone, etc...). It is too late to do that once you have cancelled your phone service. For example, if you want to switch to Bell Mobility  make sure the phone number has been properly transferred before cancelling your home phone service...

As for needing to switch to a new phone number if you went back to copper, I would be extremely surprised if that was true, you can switch phone numbers from one provider to the next, I don't see why you could not do it within the same provider...

Good luck and have a nice day!

[jftemp]

Thank you for your response ... and yes I am more than a bit surprised at the repair date.  I have just run the virtual repair tool ( now a daily practice) and once again the test summary is as follows

• Outage check   

• Found an issue
  Sorry, there is a service outage in your area. Your address has been reported as impacted. We estimate this will be resolved by Friday July 15 5:00 PM.

• Outside hardware check

  Found an issue
  Please contact technical support for further assistance.

• TV receiver reboot

  Skipped
  Unable to connect to your receiver(s).

• Modem reboot

  Skipped
  Unable to connect to your modem.

• Modem speed test

  Skipped
  Unable 

I have thought about forwarding to my Bell cell phone but I have limited minutes and trust me you can eat those up real quick when you are on hold to talk to someone at Bell.  We need new phones and plans but I hesitate to give Bell any more business till this problem is resolved.

Very Frustrating!

[jftemp]

An update for anyone following ...

We are still only receiving intermittent phone calls on our land line. There has been an open ticket since June 23 and the expected repair has now been pushed to August 19th.  We cannot receive calls from another landline (think any business, doctors office, etc.).  We can receive calls from cell phones, Bell Tech services, duct cleaners and credit card fraud). 

The error code on the modem is 6012 which is an authentification error.  We were hoping a work around was to send all calls to 'Call Answer' ... but that is not working ... so neither will call forwarding.  Tech support finally admitted that there is a problem ... but no fix as yet.

I've been told 'that we are just unlucky' and with no resolution in sight ... we will have to 'wait' .

[Ottawa]

Since Bell Canada installed new fibre-optic cable to my house, several businesses (including my drug store, my car repair shop and my doctor) can no longer call me on my landline.  I have been at each of these businesses and watched them try to dial my phone number.  It rings 12 times at their end. but NO RINGS occur at my home.  I have complained at least 10 different times during the past 8 months --- to NO AVAIL 

ALL OF THE BUSINESSES trying to call me are Bell business customers.

I replaced the modem, bought a new phone and a Bell tech changed my "splitter" at the street.  NONE of these fixes worked.

Today, I was informed by a tech expert in Bell's head office that the problem is being caused because my phone number is NOT registered on Bell's master business "PHONE REGISTRY" and can only be fixed by a complaint from my drug store, repair shop and my doctor to Bell Canada's business offices.  I was also told that a second phone line would solve the problem as the "new phone number" would not be corrupted like my current number in their business phone system.

I am going to try getting a second phone line for my drug store, doctor and car repair shop to call me at.  I also removed my home phone from the DO-NOT-CALL list in hopes that this will fix the problem.

[Ottawa]

I had a second phone line installed last week (Bell Resolution gave me a special deal... it will only cost me an extra $4.50 per month).  Had to buy a cheap second phone and a cheap answering machine (total cost - $70) for the second line.  IT WORKS LIKE A CHARM  !!!!!!!!!!!!!! 

I AM SO HAPPY (and it only took 5 months and about 50 hours of my time to fix the problem).  Seems like the tech support guy who told me that my original phone line was corrupted in Bell's business data base was correct.

Many thanks to Aman and Ali in Bell's Resolution department in Montreal.  They stuck with me throughout the ordeal.  They are super great employees.

[Dorval]

Same problem here, receiving cell calls and robocalls but anything from a commercial line does not get through.  Doctors office, hospitals, accounting office.  Don’t know if it’s because they all have copper lines or what.  Bell support says our phone is fine must be callers problems…glad to see this thread as now can forward to customer service that claims not to know about any issues.  Actually see the same names reappear (customer service executives supposedly).  All trouble started 3 weeks ago when new modem was installed.  Does anyone know how I can change providers but still keep my sympatico emails.?

[Paladin]

Hi!

From what I could tell this is some sort of configuration problem on Bell's side and the Bell CSR that is telling you it is the callers problem is misinformed...

As far as using Bell's emails, while I don't use it I do have an email address with them (not a sympatico one though as I quit sympatico for another ISP more than a decade ago I believe) and I do not use their phone service.

If you meant change phone provider (but still using Bell for Internet), yes you can keep your email address, if you meant no longer using Bell for phone and Internet then it is not possible to keep your sympatico email address..

Using an ISP email address nowadays is no longer recommended for exactly this reason, you lose your email address when you switch ISPs..

Personally I only use Bell Fibe for Internet, I use a VoIP provider for phone and I self-host (with a VPS) my emails so when the time comes it will be very easy to switch ISPs...

Bell already raised the price I pay per month after not even a year and I end up paying more per month for 1GB than people pay for 1.5GB so I will definitely be switching ISPs at the end of my two years... Talking to a CSR was totally fruitless...

Good luck and have a nice day!

[Aouamain]

Bell fibe - internet and tv working well.  
bell phone. Dial tone normal, but cannot call out as it goes silent and just beeps. Can’t receive calls. Doesn’t ring 

this is the wiring. Did something come loose?   Should the red and orange wires be connected? If so where?

Thank you for any help. 
     

[WelshTerrier]

Good Day & thank you for sharing your problem with us.

Can you provide further information? Is this problem something new & recent? Have you tried plugging your telephone directly in to the back of the modem to see if you are experiencing the same problem?

What do you mean when you say "Should the red and orange wires be connected? " It is unclear to me what you mean by this.

Have you contacted Bell Tech support to see if they may be of assistance to you? Please call:  1 866 310-BELL (2355) or dial #611 from any Bell mobile device

I would like to assist you,,,,,, but I need a lot more info in order to do so.

Let us know & we will work with you.

Take care.

[Aouamain]

Thank you. I just tried and when I plug phone in back of modem it works. so clearly it’s the connection above that seems off.  i meant the two wires I have circled. I wonder if one or both  became detached 

 

[WelshTerrier]

It appears that the wiring from the modem has been disconnected at the connection point beside the modem. Your picture in you reply is not visible to me. These wires will need to be reconnected for your phone service to work.

Unless you know exactly what you are doing, then I can only suggest that you contact Bell Repair Service & arrange for a tech visit to reconnect these phone wires. Depending on where the problem is found, there could be a service charge to complete this repair.

It is best that you discuss & explain this with Bell Repair service.

Bell Wire & Cable Repair - Please call: 611 or 1 866 310-BELL (2355) or dial #611 from any Bell mobile device.

How can Bell help with wire installation and repair?

Thank you for replying.

Take care

[WelshTerrier]

Good Day

@Aouamain I now have a visual of the wiring that is not connected. I can only offer this advise.

Please see my earlier reply.

1. This is a very poor installation.
2. Based on what I am viewing in this picture, I am surprised anything is working.
3. Do you have more than 1 phone & more than 1 jack. If so unplug everything.& try each phone & jack separately.
4. The information in the picture suggests that you are on copper for your TV, Internet & phone service.
5. Which modem do you have? Which Fibe Internet service package do you have? Fibe 50, 75, 100, 150, ?
6. The jack in the picture. Was that the working jack that your phone was originally plugged in to?
7. The wiring in the picture makes absolutely no sense. The black cable is exterior 2 pair cable. The white & blue wire are the T & R of what is normally the first pair. The second pair is orange & red. If you are on copper white & blue would normally be the telephone line.... but who knows.
8. Based on the picture. You do need the orange & red wire. You can try connecting it to the T & R of the phone..... The red & green are ISW quad wire. This is normally the T& R of the phone line in to the jack. Yellow & black are the second pair to the jack. Your picture suggests that the modem is yellow & black.

Please do yourself a favour, while you still have some form of working service, call Bell Repair. There may be a service charge but this needs to be fixed on permanent basis. 

This is not something I can solve & fix by keyboard on the Bell Community Forum.

Take care.

[Aouamain]

I followed your advise. 

all resolved with bell tech. Thank you. 

[Lynnetteh]

Bell offered to bring in a fibreoptic line in place of our BellFibe, everything was supposed to remain the same.   The only difference was our telephone would go through our wifi instead of the usual route (?) it use to take.  Since the bell technician made these changes I can only use the phone for out going calls.  I am not receiving incoming calls, apparently they go to the bell voice mail box which is not established.  I established a bell voice mail box but it does not show or blink on my panasonic cordless phone (with answering machine).

This  is an important feature and I am disappointed that this change has taken place without being properly informed.  Can you please tell me how I can get a message ALERT on my panasonic cordless phone.