DigiVoice Call Problems

If you are experiencing problems with your DigiVoice service, such as poor call quality, no sound, or dropped calls, follow the steps below before contacting the Service Desk. Many issues can be resolved quickly at home.

1. Restart Your Equipment

Restarting clears temporary faults and reconnects the service.

Do the following:

• Turn off your phone handset or VoIP adapter (if used).
  
• Power off your router.
  
• Wait 30 seconds.
  
• Power the router back on and wait until the internet is working.
  
• Power the phone or VoIP adapter back on.

2. Check the Internet Connection

DigiVoice relies on your broadband connection.

Check:

• Try loading a website (for example, vfast.co.uk).
  
• If the internet is not working, DigiVoice will not work.

If broadband is down, follow the No Internet? Quick Checks guide.

3. Check All Cables

Loose or damaged cables can cause call problems.

Check that:

• The phone cable is firmly connected to the router’s PHONE port (or VoIP adapter).
  
• The Ethernet cable between router and VoIP adapter (if used) is secure.
  
• No cables are damaged or trapped.

4. Check Network Usage

Heavy internet usage can affect call quality.

Try:

• Pausing downloads or game updates.
• Stopping video streaming on other devices.
• Testing calls when fewer devices are using the internet.

5. Check Sound and Echo

Some issues relate to handset settings.

If you have echo:

• Lower the handset volume slightly.
  
• Avoid placing the handset close to speakers or another phone.

If you have no sound:

• Check the handset is not muted.
  
• Increase the volume gradually.

6. Make a Test Call

After completing the steps above:

• Make a test call to a mobile or landline number.
• Listen for clarity, delay, or dropouts.

7. Before Contacting the Service Desk

Please note:

• What the issue is (no sound, poor quality, dropped calls).
  
• When it happens (all calls, certain times, certain numbers).
  
• What troubleshooting steps you have already tried.

This helps us resolve your issue faster.

Need Help?

If the issue continues, contact the Vfast Service Desk:

Phone:

• 01227 688901
• 0330 324 9811

Email:

• support@vfast.co.uk