topic Re: Line Fault in Home Phone

Line Fault

Ganger — Thu, 19 Oct 2023 09:26:13 GMT

After running a line test 2 days ago to ensure everything is O.K. a fault was supposedly found (Re: REP 13515790). What the fault is I have no idea. Later I received a text stating 'we have completed the test on your line. If you're still experiencing issues , we will need to investigate this further.' When I logged onto my account the fault was showing as an open case. I then contacted live chat and was asked what the problem was. I do not know what the problem is, as it was found during the line test. I have logged on this morning and found the fault is still an open case, is there a fault or not.

Re: Line Fault

KeithFrench — Thu, 19 Oct 2023 09:49:27 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

Re: Line Fault

Chris-TalkTalk — Thu, 19 Oct 2023 09:53:34 GMT

Hi Ganger,

Could I just ask, are you actually experiencing any problems with your service?

Chris

Re: Line Fault

Ganger — Fri, 20 Oct 2023 11:17:37 GMT

Thank you for taking this up.

No, I wasn't having any problems. Which is why I assumed the problem is out of my control.

I have just run the line test again and it shows again 'we think there is an issue with your line'.

Re: Line Fault

Debbie-TalkTalk — Fri, 20 Oct 2023 11:40:00 GMT

Hi Ganger

Thanks for your reply.

I've completed 2 different line tests and one of these tests (landline test) has detected a loop fault. This fault is often caused by internal wiring or equipment connected to the line.

Would it be possible to connect the phone, router and filter at the test socket so I can run another line test in this set up?

Re: Line Fault

Ganger — Mon, 23 Oct 2023 08:59:00 GMT

Hi Debbie.

I am connecting to the test socket now.

Re: Line Fault

Debbie-TalkTalk — Mon, 23 Oct 2023 09:16:41 GMT

Hi Ganger

Thank you. I've completed another line test and the same fault has been detected.

Do you just have the phone, filter and router at the test socket?

Would it be ok to remove everything from the test socket for 30 minutes so I can run a line test with everything removed?

Re: Line Fault

Ganger — Mon, 23 Oct 2023 10:33:22 GMT

Hi Debbie

Just the phone, filter and router at the test socket. I am now disconnecting from the test socket.

Re: Line Fault

Debbie-TalkTalk — Mon, 23 Oct 2023 10:38:51 GMT

Hi Ganger

Thank you 🙂

The line test is now clear. Could you now connect just the filter and router (leave phone removed) whilst I do one more test?

I'm just trying to see what is causing the loop fault. If the fault is back with the router connected then I can send a replacement router for testing to see if this helps.

Re: Line Fault

Ganger — Mon, 23 Oct 2023 11:50:14 GMT

Hi Debbie

Only the filter and router are connected to the test socket.

Re: Line Fault

Debbie-TalkTalk — Mon, 23 Oct 2023 11:54:03 GMT

Hi Ganger

Thank you 🙂

The line test is still clear - No faults detected.

I can try the test one more time with the phone re connected. Would you like me to test it again with the phone?

Re: Line Fault

Ganger — Mon, 23 Oct 2023 12:48:28 GMT

Hi Debbie

Thank you.

I have reconnected the phone and just to confirm I am still using the test socket.

Re: Line Fault

Debbie-TalkTalk — Mon, 23 Oct 2023 12:52:25 GMT

Hi Ganger

Thanks again.

The loop fault has been detected again. Is this an older handset?

Re: Line Fault

Ganger — Mon, 23 Oct 2023 13:11:51 GMT

Hi Debbie

The main telephone is not that old, a year or so, but there is an extension which is much older.

Re: Line Fault

Debbie-TalkTalk — Mon, 23 Oct 2023 13:17:58 GMT

Hi Ganger

Is is a plug in extension cable or is the cable wired to the back of the face plate on the master socket?

Re: Line Fault

Ganger — Mon, 23 Oct 2023 13:21:26 GMT

Hi Debbie

It is a plug in extension cable.

Re: Line Fault

Debbie-TalkTalk — Mon, 23 Oct 2023 13:23:35 GMT

Hi Ganger

It's possible this could be causing the issue.

Are you able to connect the phone without the extension cable?

Re: Line Fault

Ganger — Mon, 23 Oct 2023 13:27:04 GMT

Hi Debbie

Certainly, one moment.

Re: Line Fault

Debbie-TalkTalk — Mon, 23 Oct 2023 13:30:05 GMT

Hi Ganger

Thank you. Once that's removed I will run the test again.

Re: Line Fault

Ganger — Mon, 23 Oct 2023 13:31:58 GMT

Hi Debbie

All done.