topic Re: Line problem in Home Phone

Line problem

Towlers — Sun, 11 Jun 2023 17:56:03 GMT

Hi, every time i do a check on my line I get a message to say there is a fault. I check back for a couple of days and told its being worked on. Eventually the message goes, but never told what the fault is, so do another check and lo and behold there’s a problem. Very rarely use landline to make calls these days, but would like to know what is going on

Thanks

Re: Line problem

ferguson — Sun, 11 Jun 2023 18:05:22 GMT

It could be a false result. It will be worth trying a test call to see if you notice any issues, such as noise, or crackling on the line. Is your broadband connection working as it should?

Re: Line problem

Debbie-TalkTalk — Mon, 12 Jun 2023 05:52:15 GMT

Hi Towlers

I'm sorry to hear this.

I've completed 2 different line tests and both are clear - No faults detected.

What speed are you receiving when running speed tests?

Re: Line problem

Towlers — Mon, 12 Jun 2023 18:48:26 GMT

Hi, many thanks for replies. Broadband appears to be ok, so I guess there is no problem, just wish I didn’t get the message to say I have a fault, when in fact, I dont

Re: Line problem

Anonymous — Tue, 13 Jun 2023 05:19:54 GMT

Morning,

Thanks for confirming. Are you still seeing the same message if you run the test again today in My Connection?

Thanks

Re: Line problem

Towlers — Tue, 13 Jun 2023 09:14:09 GMT

Hi Michelle, message says Talktalk are still working on my fault. Reference number REP-13005069

Re: Line problem

Debbie-TalkTalk — Tue, 13 Jun 2023 09:38:32 GMT

Hi Towlers

Apologies, I'm not sure why the fault was raised, it's possible the tests detected slow speeds (throughput speed)

What speeds are you receiving when running a speed test?

Once the fault ticket auto closes then the message on My Connection should no longer be present.

Re: Line problem

Towlers — Tue, 13 Jun 2023 11:55:28 GMT

Hi Debbie, speed to router is 39mbps. Download speed is 31 mbps and upload 7mbps

Re: Line problem

Debbie-TalkTalk — Tue, 13 Jun 2023 12:13:23 GMT

Hi Towlers

The throughput speed looks ok based on the sync speed so again I'm not sure why it was showing a fault on the tests completed, apologies for this.

Re: Line problem

Towlers — Tue, 13 Jun 2023 12:47:07 GMT

Many thanks for your help Debbie

Re: Line problem

Debbie-TalkTalk — Tue, 13 Jun 2023 12:48:31 GMT

Hi Towlers

No problem 🙂

If you do experience any further issues then please let us know.

Thanks

Debbie

Re: Line problem

Towlers — Fri, 14 Jul 2023 11:02:44 GMT

And twice more this week the test says I have a fault on my line.

Re: Line problem

Gliwmaeden2 — Fri, 14 Jul 2023 11:07:29 GMT

Re-escalated for you, @Towlers.

Re: Line problem

Anonymous — Fri, 14 Jul 2023 11:09:24 GMT

Good afternoon,

I'm not sure why the tests are reporting this as I've just run a few tests now which are both clear. The connection looks stable and the sync speed looks consistent. Are you experiencing any issues with your broadband or voice service at the moment?

Thanks

Re: Line problem

Towlers — Fri, 14 Jul 2023 15:04:21 GMT

Hi Michelle, no, not experiencing any problems that I’ve noticed, it’s just annoying that every time I run a line test I’m told there’s a problem and Talktalk are working on it, but nothing seems to get sorted

Re: Line problem

ferguson — Fri, 14 Jul 2023 15:17:31 GMT

Others have seen this, it seems that the online tests are flawed and can throw up false results, which is far from helpful. Hopefully the support team will feed back these examples.

Re: Line problem

Anonymous — Mon, 17 Jul 2023 05:28:10 GMT

Morning,

I'm sorry to hear this. We have previously fed this back. Can I just confirm, are you still seeing this message at the moment?

Thanks

Re: Line problem

Towlers — Mon, 17 Jul 2023 13:10:59 GMT

Hi Michelle, I’ve just run another line test and yes I can confirm I have a message to say you think there is a fault on the line

Thanks

Re: Line problem

Chris-TalkTalk — Mon, 17 Jul 2023 13:41:39 GMT

Hi Towlers,

Both voice and broadband test are passing, sync speed looks fine and connection appears to be stable so can't see any reason why the service test is showing a fault. I would just ignore it if your service is running OK, it just seems to be a false positive

Chris

Re: Line problem

Towlers — Mon, 17 Jul 2023 14:16:39 GMT

Many thanks for your response Chris. I guess that’s all I can do, but its not solving the problem, is it ?