topic Re: Loss of landline in Home Phone

Loss of landline

csqwared — Sun, 10 Sep 2023 11:58:02 GMT

My landline is currently not functioning for incoming/outgoing calls. The line is very noisy (hums, crackles) but internet connection appears to be unaffected. Had an Open Reach engineer here early July for a different issue but while here fitted a new phone socket and did a bit of rewiring. Used the phone since and noticed the noise but it was functioning. Could you help please.

Thank you.

Carl

Re: Loss of landline

Debbie-TalkTalk — Mon, 11 Sep 2023 06:41:45 GMT

Hi Carl

I'm sorry to hear this. I've run a test on the line now and this has detected a potential line fault.

I have escalated this over to Openreach to be investigated by a line engineer and we will continue to monitor for additional updates from Openreach.

Thanks

Debbie

Re: Loss of landline

csqwared — Mon, 11 Sep 2023 08:02:41 GMT

Thanks for the quick response. Much appreciated. Hopefully Open Reach are as timely.

Re: Loss of landline

Debbie-TalkTalk — Mon, 11 Sep 2023 08:05:57 GMT

Hi csqwared

I will keep monitoring for additional updates.

Thanks

Re: Loss of landline

Debbie-TalkTalk — Tue, 12 Sep 2023 06:56:40 GMT

Hi csqwared

I can see that Openreach have now closed the fault. Has the fault been resolved?

Re: Loss of landline

csqwared — Tue, 12 Sep 2023 08:01:28 GMT

Good morning Debbie.

No, not resolved. The line is quieter, just a low hissing noise now but still not able to make/receive calls. The handsets have a message on the screen 'Check Phone line'. Thanks.

Re: Loss of landline

Anonymous — Tue, 12 Sep 2023 08:16:55 GMT

Morning,

Sorry to hear that but thanks for confirming. Our apologies, we were looking at the incorrect part of the fault ticket so the latest update is that Openreach are working on resolving the fault at the moment. We'll re-check later on today for any additional updates on this.

Thanks

Re: Loss of landline

Debbie-TalkTalk — Tue, 12 Sep 2023 13:30:12 GMT

Hi csqwared

The fault is still with Openreach, we will continue to monitor for additional updates.

Thanks

Debbie

Re: Loss of landline

Debbie-TalkTalk — Wed, 13 Sep 2023 09:02:12 GMT

Hi csqwared

It appears that duct work/cable renewal is required. This fault is still with Openreach.

We will continue to monitor for updates.

Re: Loss of landline

csqwared — Wed, 13 Sep 2023 09:43:54 GMT

Thanks for the update. Any idea of timeline?

Re: Loss of landline

Debbie-TalkTalk — Wed, 13 Sep 2023 10:47:55 GMT

Hi csqwared

I've checked again and Openreach have advised that further updates should be available ON OR BEFORE 22/09/23

Re: Loss of landline

csqwared — Wed, 13 Sep 2023 11:21:44 GMT

Hi Debbie

Thanks for the update. Not overly timely then🤣 Does this qualify me for 'loss of service' discount?

Thank you

Re: Loss of landline

Debbie-TalkTalk — Wed, 13 Sep 2023 11:24:06 GMT

Hi csqwared

If you are unable to make any outbound calls or receive any inbound calls then this should be classed as TLOS.

Thanks

Re: Loss of landline

csqwared — Thu, 21 Sep 2023 18:20:00 GMT

My landline issue has now been resolved, the service, inbound/outbound re-appeared sometime during the morning. With regard to 'loss of service' discount is it dealt with automatically or should I advise Billing?

Thanks again

Carl

Re: Loss of landline

ferguson — Thu, 21 Sep 2023 19:00:14 GMT

Have a look here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: Loss of landline

csqwared — Thu, 21 Sep 2023 20:03:26 GMT

Thank you.

Re: Loss of landline

Debbie-TalkTalk — Fri, 22 Sep 2023 06:10:58 GMT

Hi csqwared

I'm so glad to hear that this fault has been resolved.

About your auto compensation credit - TalkTalk Help & Support

You'll receive compensation if you experience a total loss of service, delays to the start of your service for phone and broadband orders, or if an engineer misses an appointment. This will be credited to your account automatically and we'll send an email or text message to let you know, so you don't need to contact us to receive this.