topic Re: Broadband and phone line not working in Broadband

Broadband and phone line not working

mkdmkd — Tue, 11 Mar 2025 20:13:37 GMT

I reported loss of broadband and phone line on 10th march. Talktalk tested line and logged for engineer to come to the house to check fault. Engineer comes on 11th March, he ran his tests and said fault was in master socket. He made some changes and internet and phone worked fine. Hour later lost phone line and then broadband again. Reset router and worked for about hour and lost signal again (phone line still dead). Logged call with talktalk again. Tested line and said no fault. I called talktalk and automated message at 7:45pm said lines now closed ( I thought helpline was 24/7).

I need help with this again because don't understand why phone was working and then died again same for broadband. Engineer needs to come back to the house check again.

Re: Broadband and phone line not working

ferguson — Tue, 11 Mar 2025 20:16:53 GMT

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Broadband and phone line not working

mkdmkd — Tue, 11 Mar 2025 20:34:13 GMT

Just updated my details. My router is currently flashing white and orange.

Re: Broadband and phone line not working

ferguson — Tue, 11 Mar 2025 20:45:48 GMT

Do you have it connected at the test socket at the moment? It might be an idea to do that for now pending the support team running some tests.

Re: Broadband and phone line not working

mkdmkd — Tue, 11 Mar 2025 20:49:13 GMT

I don't think I have the correct cable to plug into test socket. I prefer someone from talktalk to call me

Re: Broadband and phone line not working

ferguson — Tue, 11 Mar 2025 21:07:30 GMT

Do you not have a plugin microfilter at all? They won't call you, they will post back on here.

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

Re: Broadband and phone line not working

Gliwmaeden2 — Tue, 11 Mar 2025 21:14:29 GMT

@mkdmkd, just referring to your comment in the first post: helpline hours are not 24/7.

You can see the details through the links given for Chat and telephone support on this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Broadband and phone line not working

mkdmkd — Tue, 11 Mar 2025 21:15:48 GMT

Good shout, i tried it and didn't make much difference. The broadband signal is more intermittent now but phone line is still dead.

Re: Broadband and phone line not working

Chris-TalkTalk — Wed, 12 Mar 2025 09:08:12 GMT

Hi mkdmkd,

Could you just make sure that the telephone number in your community profile is your current TalkTalk landline telephone number

Thanks

Chris

Re: Broadband and phone line not working

mkdmkd — Wed, 12 Mar 2025 09:16:09 GMT

I spoke to support team this morning and they've arranged engineer visit for tomorrow

Re: Broadband and phone line not working

Chris-TalkTalk — Wed, 12 Mar 2025 09:18:37 GMT

OK thanks, please let us know how you get on

Chris