topic Re: Can't receive phone calls in Home Phone

Can't receive phone calls

HappyDays20 — Fri, 12 May 2023 09:07:54 GMT

Not sure how long this has been happening but I've missed important calls for my business.

I cannot receive phone calls all I get is a "line is busy sound"

I can still use the phone to call out.

I've tried different phones into the socket but the noise is the same when receiving calls.

I've run the test but you just send a message that says with tested the line and don't show me the results of that test.

When can you fix this issue?

Re: Can't receive phone calls

Debbie-TalkTalk — Fri, 12 May 2023 09:11:17 GMT

Hi HappyDays20

I'm sorry to hear this.

The line tests are clear - no faults detected.

Did you test the phone directly at the test socket, with the router removed?

Re: Can't receive phone calls

HappyDays20 — Fri, 12 May 2023 10:12:59 GMT

Yes plugged two different phones directly into the socket. Tried to phone the line and get the "busy tone". We do have 2 lines here, not sure if that has anything to do with it.

Re: Can't receive phone calls

Debbie-TalkTalk — Fri, 12 May 2023 10:13:48 GMT

Hi HappyDays20

Would it be possible to post a photo of your master socket on this thread?

Re: Can't receive phone calls

HappyDays20 — Fri, 12 May 2023 10:22:45 GMT

Socket

Re: Can't receive phone calls

Debbie-TalkTalk — Fri, 12 May 2023 10:31:45 GMT

Hi HappyDays20

Thank you. This master socket should have a test socket underneath the lower section of the faceplate.

Please can you gently remove the lower section and then connect the phone at the test socket? (There may be wires connected to the back of the plate so please be gentle when pulling the plate back)

Re: Can't receive phone calls

HappyDays20 — Fri, 12 May 2023 10:43:44 GMT

And what am I suppose to do when connected to the test socket, to do that I have no internet and can't communicate on here.

I tried the phone in the test socket and got the same line busy tone.

Re: Can't receive phone calls

Debbie-TalkTalk — Fri, 12 May 2023 10:47:33 GMT

Hi HappyDays20

Ok, if the same fault is still present with 2 different phones at the test socket then the next step will be an Openreach engineer visit to the property.

Would you like me to arrange this visit for you? I will need to send a Private Message to confirm some details.

You can connect your router and phones back to your normal set up now.

Thanks

Re: Can't receive phone calls

HappyDays20 — Fri, 12 May 2023 10:58:15 GMT

Yes, but I need the internet Monday to Friday as it's for work purposes.

Re: Can't receive phone calls

Debbie-TalkTalk — Fri, 12 May 2023 11:00:40 GMT

Hi HappyDays20

If you connect the router again is the BB connection working ok?

I'm just sending you a Private Message to confirm some details so we can arrange an engineer visit for the inbound call fault.

Thanks

Re: Can't receive phone calls

HappyDays20 — Fri, 12 May 2023 11:03:06 GMT

Yes the BB is working fine.

Re: Can't receive phone calls

Debbie-TalkTalk — Fri, 12 May 2023 11:04:17 GMT

Hi HappyDays20

Thanks for confirming. Once we've confirmed security (Private Message) and received your availability then we can arrange the engineer visit.

Debbie

Re: Can't receive phone calls

HappyDays20 — Sat, 13 May 2023 08:07:58 GMT

We have 2 landlines here with you. Why when I phone from one landline to the other it goes to mobile phone instead?

Is that some sort of call divert setup?

Re: Can't receive phone calls

Gliwmaeden2 — Sat, 13 May 2023 08:33:33 GMT

When you have a fault, they usually set up Call Divert so that you aren't stranded. You should be able to pick up the calls from your mobile if people leave messages there.

When the fault is resolved, ensure that you check that Call Divert has been cancelled, so that you don't get charged for it.

Make sure that the correct line is being checked.

Have you put both numbers in your community profile?

Make it quite clear which is the affected line by putting the information in the Private Notes section at the end of your Personal Information in settings. SAVE CHANGES.

Staff will be back on here from Monday, @HappyDays20.

Re: Can't receive phone calls

HappyDays20 — Sat, 13 May 2023 08:39:45 GMT

Hi thanks for the reply. I don't know where call divert is setup, I've checked in all the settings pages and can't find anything.

Or is this something BT do automatically?

Thanks

Re: Can't receive phone calls

Gliwmaeden2 — Sat, 13 May 2023 08:42:43 GMT

When I last had a fault they did it for me. I don't know how automatic it was - was set up by support and presumably I had called on my mobile!

I just remember being told to check it was removed, @HappyDays20.

Re: Can't receive phone calls

HappyDays20 — Sat, 13 May 2023 08:45:52 GMT

Ok thanks for your help!

Re: Can't receive phone calls

Debbie-TalkTalk — Mon, 15 May 2023 05:53:09 GMT

Hi HappyDays20

Do you have call divert set up in My Account?

To switch off "divert all calls" dial #21#

To switch off a diversion you've set up for calls you don't manage to answer within 21 seconds dial #61#

To switch off a diversion you've set up when your phone is engaged dial #67#

About Call Divert - TalkTalk Help & Support

Re: Can't receive phone calls

HappyDays20 — Mon, 15 May 2023 07:22:28 GMT

No I don't know even know where call divert setting are. But I just dialled #21# and switched off all and now it's working again.

Any idea how it got turned on?, as I don't want this to happen again.

Thanks for your help

Re: Can't receive phone calls

Debbie-TalkTalk — Mon, 15 May 2023 07:27:09 GMT

Hi HappyDays20

Thanks for your reply.

This should only go on if you have switched it on.

If this happens again then please let us know.

Thanks