topic Re: No broadband or active phone line after go live date in Broadband

No broadband or active phone line after go live date

Marwah_mn — Sun, 13 Feb 2022 14:12:19 GMT

Hi our live day was supposed to be on Friday. I received an email around 8pm to say it was live and ready to go but there was no Internet as the router had a flashing Amber light and the phone was dead and had no dial tone. I checked all connections and used the test port but that hasn't changed anything so did a live test online and it detected a fault. An engineer was booked and apparently someone came today (Sunday) and resolved the issue as I received both a text and an email confirming this. I checked again and we still have no active phone line nor broadband so got online and did a live test and this time it said everything was good. So I started a live chat but that wasn't helpful. Do I have to wait until midnight to see if the problem will resolve itself or what do I have to do exactly? Has anyone had this problem and how did you fix it? Also, how do I contact talktalk by phone?

TIA ,

Marwa

Re: No broadband or active phone line after go live date

Skynet_TX — Sun, 13 Feb 2022 17:41:10 GMT

Hi @Marwah_mn,

No you don't have to wait until midnight, that is just on your initial go live day.

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow. You may get faster support from the live chat during opening hours.

Customer services are available on 0345 172 0088 during opening hours (hours are listed on the live chat page I've linked above).

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is to be provided on (this is shown in My Account) & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk staff on this community can see your profile details).

Re: No broadband or active phone line after go live date

Marwah_mn — Sun, 13 Feb 2022 18:47:50 GMT

Thank you so much for your response. I have updated my profile and will give customer support a ring tomorrow. Unfortunately live chat wasn't very helpful this time.

Re: No broadband or active phone line after go live date

Skynet_TX — Sun, 13 Feb 2022 19:07:14 GMT

As your master phone socket has a test socket then it would be good to double check the phone in there (via a microfilter), as if it is dead in the test socket then that pretty much proves the fault is external.

If the phone line is dead then TalkTalk will probably need to arrange an Openreach engineer to investigate, the team here on the community will be able to do that for you when they respond to this post, or the support team on the phone could also help with that.

Re: No broadband or active phone line after go live date

Debbie-TalkTalk — Mon, 14 Feb 2022 09:44:04 GMT

Hi Marwah_mn

I'm sorry for the delay.

The line test hasn't detected any faults.

Do you still have no dial tone?

Thanks

Debbie

Re: No broadband or active phone line after go live date

Marwah_mn — Mon, 14 Feb 2022 10:02:59 GMT

Hi Debbie,

Yes still no dial tone and our router has a flashing Amber light which means no Internet. I have tried troubleshooting and using the test socket but it's still the same no dial tone and no Internet.

Thank you for your help.

Marwa

Re: No broadband or active phone line after go live date

Marwah_mn — Mon, 14 Feb 2022 10:04:27 GMT

Yes, it has a test socket, which I tested as per the troubleshooting instructions on my account page but still nothing. 😕

Re: No broadband or active phone line after go live date

Debbie-TalkTalk — Mon, 14 Feb 2022 10:07:29 GMT

Hi Marwah_mn

Thanks for confirming this.

If you have tested with a different phone at the test socket then the next step will be an Openreach engineer visit to the property.

Would you like me to arrange this visit?

Thanks

Debbie

Re: No broadband or active phone line after go live date

Marwah_mn — Mon, 14 Feb 2022 10:24:01 GMT

Hi Debbie,

Yes, please.

Thanks.

Re: No broadband or active phone line after go live date

Debbie-TalkTalk — Mon, 14 Feb 2022 10:32:39 GMT

Hi Marwah_mn

I'm just sending you a Private Message to confirm some details.

Thanks

Debbie