topic Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY. in Home Phone

PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Thu, 20 Apr 2023 18:36:51 GMT

Hi. The tension in the overhead copper cable telephone wire outside my property has come loose and so it is sagging. I’m concerned since it crosses a busy road. How do I get it fixed?
Thank you

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

ferguson — Thu, 20 Apr 2023 19:01:35 GMT

TalkTalk can only investigate service affecting issues on your behalf. This looks like like it needs Openreach intervention directly, see here:

https://www.openreach.com/help-and-support/damage-health-and-safety

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Fri, 21 Apr 2023 06:21:21 GMT

Hi nbjones57

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Fri, 21 Apr 2023 07:20:22 GMT

Hi Debbie.

Sorry. New to all this. Community profile updated as requested. 🙂

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Fri, 21 Apr 2023 07:31:33 GMT

HI nbjones57

Thank you. Can I just check, is your line/BB connection working ok? Do you have any noise on the line when making calls or any drops in connection?

If this is not service affecting then you can report this using the page below:

Report damage, vandalism or a health & safety issue | Openreach

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Fri, 21 Apr 2023 08:19:44 GMT

Just tested the line…

outgoing calls seem fine, but incoming fails (phone rings once or twice then connection lost).

Since there is a disruption to service, should I *not* contact Openreach?

many thanks,

Nick

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Fri, 21 Apr 2023 08:22:52 GMT

Hi Nick

Thanks for your reply.

If you are experiencing a fault with your service then I can raise the fault to Openreach for you.

Have you tested with a different phone at the test socket (with the router removed) just so we can rule out any potential equipment issues?

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Fri, 21 Apr 2023 08:28:50 GMT

I’m sorry Debbie, but I don’t have another phone handset to try this out.

Nick

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Fri, 21 Apr 2023 08:30:47 GMT

Hi Nick

Alternatively, would you be able to test your phone on another line? (friend/family)

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Fri, 21 Apr 2023 13:49:26 GMT

Hello Debbie,

Borrowed a phone and retried the test as you described. Problem persists with incoming calls still being disconnected.

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Mon, 24 Apr 2023 05:41:55 GMT

Hi Nick

Thank you. I'm just sending you a Private Message to confirm some details so we can arrange an Openreach engineer visit.

Debbie

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Tue, 25 Apr 2023 07:32:20 GMT

Hi Nick

I have arranged the Openreach engineer visit for 27/04 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks

Debbie

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Fri, 28 Apr 2023 09:09:24 GMT

Hi Nick

How are you getting on following the engineer visit?

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Wed, 03 May 2023 07:27:28 GMT

Hi Nick

Has the fault been resolved following the engineer visit?

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Wed, 03 May 2023 08:08:58 GMT

Hi Debbie.

Sorry I forgot to get back to you after the bank holiday weekend. The cable outside has been reattached and is no longer loose - much safer.

Unfortunately, I still have a fault on the line. Incoming calls are still dropping the connection. This problem was obviously not related to the loose external wire. I’m not at home right now to do a connection test with you but if you could run a diagnostic test without me being there, then please go ahead.

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Wed, 03 May 2023 08:11:00 GMT

Hi Nick

I'm sorry to hear that the landline fault is still present. Was the engineer able to replicate the fault?

I'm just running a line test now.

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Wed, 03 May 2023 08:16:25 GMT

Hi Nick

The same fault has been detected. Would you like me to arrange another engineer visit?

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Wed, 03 May 2023 08:29:38 GMT

Yes please Debbie.

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

Debbie-TalkTalk — Wed, 03 May 2023 08:35:48 GMT

Hi Nick

Please can you provide your availability again AM and PM? I can then book the first available appointment.

Thanks again.

Re: PHONE LINE WIRE LOOSE OUTSIDE MY PROPERTY.

nbjones57 — Wed, 03 May 2023 08:48:56 GMT

My wife usually works from home on Monday, Thursday and Friday. (AM on a Friday is probably best.)