topic Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer in Billing

Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Mon, 29 Jan 2024 12:44:38 GMT

Hi all,

Can anyone suggest a way forward to resolve my particular situation. Prior to the Christmas break, we realised our copper based landline (separate from the fibre internet) was not working. The phone handset itself rings but upon answering, it doesn't pick-up the caller. We tried calling in via our mobile and when we pick-up on the landline, the mobile still continues to ring. So we logged online and reached the technical support team chat and after a long process of trouble shooting, unplugging the line, removing the junction box cover, etc, the technical team made an appointment with the engineer which does not need to enter the house to fix the issue. Good I thought, it will get resolved soon! I thanked the agent and wish him a happy christmas!

It is now 15th Jan and no working landline. It doesn't even ring now when we tried to call in! No emails or calls either from TalkTalk or Engineer! So I logged on and contacted the technical team via the chat and even though we gave her our reference number, we still had to go thru the troubling shooting process again. As you have guest, same outcome, after nearly 2hrs on the chat an appopintment has been made to the Openreach enigineer who will investigate and resolve the issue. It is now 29th Jan and still nothing, no TalkTalk email or a call from the Engineer. I have been paying for a phoneline service for the past couple of months without a working landline!

I am loathed to contact the tehcnical team and to go thru the same process! Has anyone out there got any suggested on how to resolve this matter?

Kind regards from a frustrated TalkTalk customer!

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Mon, 29 Jan 2024 12:52:31 GMT

Hi Slick88,

I'm sorry to hear that you're experiencing problems with your service. Just to confirm, is there a dial tone on the line or is it dead?

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Mon, 29 Jan 2024 13:06:34 GMT

Hi Chris - no dial tone at all.....

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Mon, 29 Jan 2024 13:21:50 GMT

OK thanks, and you can't call out either?

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Mon, 29 Jan 2024 13:25:45 GMT

Hi Chris - Dead as a door nail.....

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Mon, 29 Jan 2024 13:31:18 GMT

Line test is passing, have you tried connecting your telephone to the test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Mon, 29 Jan 2024 13:34:57 GMT

Line test is passing, have you tried connecting your telephone to the test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Mon, 29 Jan 2024 13:49:35 GMT

Hi Chris, yes, last time with the technical team chat, I unscrewed the cover plate of the test socket and plugged my phone but still no dial tone. It was completely dead.

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Mon, 29 Jan 2024 13:53:47 GMT

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Mon, 29 Jan 2024 14:52:58 GMT

And it been working previously with the same handset?

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Mon, 29 Jan 2024 16:56:43 GMT

Hi Chris

Yes, same handset - not changed!

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Tue, 30 Jan 2024 08:21:54 GMT

Could you try connecting the telephone with a micro-filter, if it's then still not working we'll need to arrange engineer visit to investigate further

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Tue, 30 Jan 2024 20:13:50 GMT

Hi Chris

Connected the mirco-filter and it's still not working. The line is dead! Please arrange an engineer to visit and investigate further.

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Wed, 31 Jan 2024 07:08:31 GMT

Hi Slick88,

Thanks for trying that. If you'd like us to arrange the engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Wed, 31 Jan 2024 07:59:48 GMT

Hi Chris

Confirmed - please arrange an Engineer to visit.

Thanks.

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Wed, 31 Jan 2024 08:01:33 GMT

OK thanks, could you just let me know when you can be available for the engineer visit and I'll book it for you

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Wed, 31 Jan 2024 08:07:28 GMT

Hi Chris

Anytime, we can accommodate.

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Wed, 31 Jan 2024 08:17:39 GMT

We can usually get next working day so are you available tomorrow if it's available?

Chris

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Slick88 — Wed, 31 Jan 2024 08:35:37 GMT

Hi Chris

Yes, available tomorrow.

Re: Cannot fix my faulty landline since Christmas - Waiting for an Openreach Engineer

Chris-TalkTalk — Wed, 31 Jan 2024 08:38:19 GMT

Thanks, I'll book the earliest appointment available and get back to you with the details

Chris