topic Re: Landline disconnected in Billing

Landline disconnected

Ellie_G36 — Mon, 27 Jan 2025 20:48:31 GMT

Hi, my phone was disconnected as my son tried to move me to another company without my full consent. I immediately asked him to move me back to TalkTalk but it was too late. The line was cut 27 December and although the decision was reversed within 2 days and I am back with TalkTalk as of early January I am still without a landline. I am 87 years old and rely on the landline to keep in touch with family and friends as well as my only means to call for help. I lost my sister at Christmas and have been unable to speak to family apart from when my children visit and call using their mobile phones. I am desperate for my landline to be reconnected and do not understand why it is taking so long to resolve. I am also worried that I am going to lose my number. Can anyone help or advise on how I can get my landline working again? Any help or direction appreciated.

Re: Landline disconnected

ferguson — Mon, 27 Jan 2025 21:06:34 GMT

Oh dear. If you would like the support team 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.

Although you have posted in the Home Phone section it is not really a fault in that respect, so I have moved this to the Billing section for you.

Re: Landline disconnected

Ellie_G36 — Mon, 27 Jan 2025 21:24:20 GMT

Thank you Ferguson. My TalkTalk number is on there but obviously not working. I have added my eldest son's mobile number in case they need to speak to someone.

Re: Landline disconnected

ferguson — Mon, 27 Jan 2025 21:48:07 GMT

OK, that's great, support team should pick this up tomorrow.

Re: Landline disconnected

Arne-TalkTalk — Tue, 28 Jan 2025 12:32:34 GMT

Hi Ellie_G36

I have ran a line test and it passed with no faults found

What happens when you try to make a call?

Re: Landline disconnected

Ellie_G36 — Tue, 28 Jan 2025 16:08:23 GMT

Hi Arne,

There is no dial tone and if anyone tries to call me they get disconnected with an error sound. Your colleague has assured my son that there will be an update today and confirmed that my number to be retained. It was supposed to be 7/10 days on 17 January so supposedly by the end of this week. I am 87 years old and so upset that this is not being treated as an urgent case give that I am so reliant on my landline to make and receive calls. Whilst the line may appear fine please try calling my landline and you will see there is no connection.

I would really appreciate your help in getting this sorted as quickly as possible.

Thanks

Re: Landline disconnected

Arne-TalkTalk — Wed, 29 Jan 2025 09:39:28 GMT

It looks like there is a number port request to renumber your line it maybe causing this issue

Re: Landline disconnected

Arne-TalkTalk — Thu, 30 Jan 2025 14:50:26 GMT

There is now an engineer booked due to a complaint

keep us updated

Re: Landline disconnected

Ellie_G36 — Sun, 02 Feb 2025 12:18:58 GMT

Hi Arne, the engineer arrived and was unable to resolve the issue saying that there is no fault on the line or phones and issue must be at the exchange! I have now been without a phone since December. At 87 years old and dependent on my landline this is unbelievable - I have everyone trying to help me be it online, via telephone and in writing. Why is it so difficult to get someone to take this on and get a fix. I know everyone uses mobile phones and internet but us older people are dependent on landlines - if feel lonely and vulnerable without my phone but no one seems to care!

Re: Landline disconnected

Chris-TalkTalk — Tue, 04 Feb 2025 09:52:29 GMT

Hi Ellie_G36,

It looks as though a BT Openreach engineer visit has now been booked, are you aware of this?

Chris

Re: Landline disconnected

Ellie_G36 — Tue, 04 Feb 2025 19:38:09 GMT

Hi Chris, yes I have an Open Reach engineer arriving tomorrow. I really hope this will be fixed. I will let you know how he gets on.

Thanks

Re: Landline disconnected

Anonymous — Wed, 05 Feb 2025 06:40:15 GMT

Morning Ellie,

Thanks for confirming and please let us know how you get on today.

Michelle

Re: Landline disconnected

Ellie_G36 — Wed, 05 Feb 2025 14:27:18 GMT

Hi I can confirm issue finally resolved by Open Reach engineer.

Thanks

Re: Landline disconnected

Karl-TalkTalk — Wed, 05 Feb 2025 14:42:01 GMT

Glad to hear it.

Regards,

Karl.