A common surprise after moving from the traditional PSTN telephone network to Digital Voice is that the phone connected to the router works, but extension sockets elsewhere in the property no longer do. This is often because the source of the telephone service has moved from the external network to the router.
Purpose of this guide
This page helps you identify the pattern of the fault so Wavexa can diagnose it efficiently. It is not intended as a step-by-step repair guide.
What the symptoms can indicate
The pattern matters.
Phone at the router works but extensions are dead
The internal extension wiring may no longer be receiving a telephone signal.
Cordless base works but wired phones in other rooms do not
The Digital Voice service itself may be fine; the issue is how legacy extensions are connected.
Extensions stopped on the same day as broadband/voice migration
The timing strongly suggests a change in how the property telephone wiring is being fed.
Special equipment on an extension has stopped
External bells, older phones or other connected devices may require assessment for compatibility and wiring.
Common causes
What Wavexa would consider during diagnosis.
Digital Voice now originates from the router rather than the old PSTN feed
Legacy extension wiring is isolated from the router voice port
Internal wiring needs to be reconfigured correctly
Existing sockets or joints have faults that were previously hidden
Connected equipment may not be compatible with the new setup
Useful information
What to note before Wavexa attends.
You do not need to dismantle or reconfigure anything. These simple observations can make the diagnosis faster:
Your broadband provider and router model
Which telephone works and where it is connected
How many extension sockets you need to retain
Any special devices connected to the phone wiring
Whether the old master/extension sockets are still physically present
Professional diagnosis
How Wavexa approaches the problem.
Wavexa provides Digital Voice help and support by assessing the internal extension wiring and determining whether the router’s voice service can be safely distributed to the existing extension network. The work should be carried out without interfering with provider-owned network-side wiring.
Need this fault checked?
If Digital Voice has left useful extension sockets dead, Wavexa can inspect the wiring and advise on the correct way to restore practical telephone use around the property.
