topic Re: Landline Fault in Home Phone

Landline Fault

cfam1 — Sun, 23 Apr 2023 13:42:42 GMT

I recently returned home (after being away for a short while) to discover that there is a fault with my landline, which may have been running for a couple of months.

I checked and found I cannot make outgoing calls (the handset displays the message 'call in progress') nor receive incoming calls (members of my family have tried calling my landline). I have also noticed my broadband service has become flakey.

I have used the line test feature and this has raised a fault record (REP-12806363). I was prompted to book an appointment for an Open Reach Engineer. However, when I try to do so all I get is an error message:

"We’ve run into a problem. Sorry, we’re working hard to resolve this issue. Please try again later."

Well, now it's later and I still cannot make a booking.

So what can you do about this?

Regards,

cfam

Re: Landline Fault

Debbie-TalkTalk — Mon, 24 Apr 2023 06:16:03 GMT

HI cfam1

I'm sorry to hear this.

I can see that there are 2 different landline numbers in your Community Profile, please can you send me a Private Message to confirm which line/number has the fault.

Thanks

Debbie

Re: Landline Fault

cfam1 — Mon, 24 Apr 2023 09:54:57 GMT

Hi Debbie,

Just tried to send you a private message, as requested, but get the following error message "You have reached the limit for number of private messages that you can send for now. Please try again later. " Odd really since you are the only one who has asked so far. Have you received the message?

cfam

Re: Landline Fault

cfam1 — Mon, 24 Apr 2023 10:00:23 GMT

The message is ambiguous - it doesn't say how many private messages I am allowed to send - although why there is a limit is a bit of a puzzle, and doesn't say how long I should wait before trying again! Do I wait 5 minutes, 30 minutes, 1 hour, 6 hours, a day, a week, a month even.

Re: Landline Fault

Debbie-TalkTalk — Mon, 24 Apr 2023 10:10:10 GMT

Hi cfam1

Apologies for this. I will try and send you a Private Message, please can you try and reply to my message.

Thanks

Re: Landline Fault

Debbie-TalkTalk — Mon, 24 Apr 2023 10:36:56 GMT

Hi cfam1

Thanks for the Private Message.

The line test is detecting a potential line fault so I have escalated this to Openreach to be investigated by a line engineer first.

I will continue to monitor for additional updates from Openreach.

Thanks

Debbie

Re: Landline Fault

Debbie-TalkTalk — Tue, 25 Apr 2023 10:41:32 GMT

Hi cfam1

This fault is still with Openreach. I will continue to monitor for further updates.

Thanks

Debbie

Re: Landline Fault

Debbie-TalkTalk — Wed, 26 Apr 2023 07:51:39 GMT

Hi cfam1

I can see that the fault has been assigned to a line engineer this morning, we should hopefully have further updates from Openreach later this afternoon.

Thanks

Debbie

Re: Landline Fault

cfam1 — Wed, 26 Apr 2023 08:24:28 GMT

Thank you for the updates.

Re: Landline Fault

Debbie-TalkTalk — Wed, 26 Apr 2023 08:28:23 GMT

Hi cfam1

No problem 🙂

Thanks

Debbie

Re: Landline Fault

Debbie-TalkTalk — Wed, 26 Apr 2023 10:23:39 GMT

Hi cfam1

Openreach have now closed this fault as resolved. Please can you retest?

Thanks

Debbie

Re: Landline Fault

cfam1 — Wed, 26 Apr 2023 12:34:12 GMT

Hello Debbie,

I can confirm that I can now make and receive telephone calls via my landline connection. The broadband speed has improved, although I think it is still at a moderate speed. (I'm sure I was getting a higher download speed before the fault.) My broadband speed check, using a wired connection to the router, gives an average of 16 Mb/s for download and 9 Mb/s for upload.

With regard to the landline fault, this can be marked resolved.

Thank you for your assistance and for the status updates - which I appreciate.

Regards,

cfam

Re: Landline Fault

Karl-TalkTalk — Wed, 26 Apr 2023 12:37:44 GMT

Glad to hear that the line issue has resolved. The line speed may improve as the DLM system periodically checks the line.

Karl.