topic Re: Faulty landline - Phone only rings twice in Home Phone

Faulty landline - Phone only rings twice

NJR83 — Sun, 01 Oct 2023 16:28:35 GMT

Good afternoon,

My TalkTalk landline has recently developed a fault whereby the phone only rings twice on an incoming call and then stops. However the calling party still hears ringing until the answering service kicks in (and my phone allows me to still see the caller's details) but if I attempt to pick up after the 2 rings I cannot connect the call and hear nothing. I have tried replacing the ADSL filter and swapping around various phones but the problem persists. I understand this is a known issue, possibly with the exchange, and would appreciate your assistance in rectifying it please.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Mon, 02 Oct 2023 05:45:01 GMT

Hi NJR83

I'm really sorry to hear this.

The line tests are clear - No faults detected.

Have you also tested with a different phone directly at the test socket? and with the router removed?

Re: Faulty landline - Phone only rings twice

NJR83 — Mon, 02 Oct 2023 13:15:58 GMT

Hi Debbie,

Many thanks for your reply.

The trouble is the fault is very intermittent/ unpredictable and hard to replicate so it would be very difficult for me to leave the router unplugged for long enough.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Mon, 02 Oct 2023 13:17:53 GMT

Hi NJR83

If you have tested with a different phone at the test socket then the next step will be an Openreach engineer visit to the property.

Thanks

Re: Faulty landline - Phone only rings twice

NJR83 — Mon, 02 Oct 2023 13:20:02 GMT

No Debbie I haven't tried a phone directly at the test socket and with the router removed because as I just said the fault is so intermittent (happens maybe 1 time out of 10) that I can't afford to be without internet access for that length of time.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Mon, 02 Oct 2023 13:23:53 GMT

Hi NJR83

Would it be possible to connect the phone at the test socket for 15 minutes and then make some test calls to your line? (to see if you can replicate the fault)

Re: Faulty landline - Phone only rings twice

NJR83 — Mon, 02 Oct 2023 13:58:54 GMT

Hi Debbie,

I have done as you suggested (phone directly connected for 15mins) but have been unable to replicate the fault.

Re: Faulty landline - Phone only rings twice

NJR83 — Mon, 02 Oct 2023 14:02:08 GMT

Hi Debbie,

Sorry, for some reason I have only just been able to see your message from 45 minutes ago regarding an Openreach engineer's visit.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Tue, 03 Oct 2023 05:28:11 GMT

Hi NJR83

Thanks for doing the test calls.

I'm wondering if the fault could be caused by the router or filter. Would you like me to send a replacement router and filter just so we can rule this out before arranging an engineer visit?

Re: Faulty landline - Phone only rings twice

NJR83 — Tue, 03 Oct 2023 10:16:08 GMT

Hi Debbie,

Thanks for your reply.

I have several unused (unopened) filters which I have tried without success but if you want to send a new router just to eliminate that first I have no problem with that. However just to clarify - I have two routers, a black TalkTalk plugged into a white Openreach. Which one(s) would you be sending?

Thanks again,

Nick.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Tue, 03 Oct 2023 10:47:20 GMT

Hi Nick

Thanks for your reply. It would be a WIFI hub to replace the current (black) TalkTalk router. Will this be ok?

Re: Faulty landline - Phone only rings twice

NJR83 — Tue, 03 Oct 2023 11:10:08 GMT

Hi Debbie,

OK, I understand - that would be fine in the first instance, thanks.

Nick.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Tue, 03 Oct 2023 11:19:04 GMT

Hi Nick

The router is on its way, please allow 24-48hrs for this to arrive.

Please can you use the new cables and filter too. Let us know how the connection/line compares.

Thanks

Debbie

Re: Faulty landline - Phone only rings twice

NJR83 — Tue, 03 Oct 2023 11:36:36 GMT

OK Debbie; thanks again. Will do.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Tue, 03 Oct 2023 11:40:10 GMT

Hi Nick

No problem 🙂

Thanks

Debbie

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Fri, 06 Oct 2023 07:04:53 GMT

Hi Nick

Have you received the replacement router?

Re: Faulty landline - Phone only rings twice

NJR83 — Fri, 06 Oct 2023 10:34:14 GMT

Hi Debbie,

Yes thanks; it arrived yesterday afternoon and I am just trying to set it up now. I will let you know how it goes.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Fri, 06 Oct 2023 10:37:46 GMT

Hi Nick

Great, thank you 🙂

Debbie

Re: Faulty landline - Phone only rings twice

NJR83 — Fri, 06 Oct 2023 10:55:31 GMT

OK, I have just tried setting up the new router as per the instructions, using the new cables and filter as requested (in EXACTLY the same sockets) and it doesn't connect to the LAN (i.e. the LAN light on the Openreach router does not illuminate). I plug the old router back in (still with the new cables/ filter)and it works perfectly, I get the internet no problem.

Re: Faulty landline - Phone only rings twice

Debbie-TalkTalk — Fri, 06 Oct 2023 10:55:36 GMT

HI Nick

Could you try factory resetting the new router using the pin hole reset for ten seconds?