topic Re: home phone in Home Phone

home phone

andrew66 — Sun, 14 Jan 2024 11:22:43 GMT

i have an intermittent problem with the phone, i tried calling TT but cant get to speak to a human, i tried live chat but they just read a script that the problem doesnt fall into, i have asked them to phone me to discuss it but they refuse saying they cant phone, where do i go from here ? or do i just go to another provider ?

Re: home phone

KeithFrench — Thu, 11 Jan 2024 16:15:17 GMT

What is the nature of the problem that you have with your landline? 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.

If you do not get TalkTalk to fix it, there is every chance the fault will still be there if you moved to a new ISP.

Re: home phone

Chris-TalkTalk — Fri, 12 Jan 2024 06:31:06 GMT

Hi andrew66,

Could you explain what the problem is and we'll take a look at it for you

Chris

Re: home phone

andrew66 — Fri, 12 Jan 2024 06:38:02 GMT

symptoms are, 1st, pick up phone, get dial tone, numbers dialed but stays on dial tone, hang up try again and may or may not work. 2nd on incoming calls other person may or may not hear me, hang up try again and may or may not work. its the same with both cordless and corded phones.

Re: home phone

Chris-TalkTalk — Fri, 12 Jan 2024 06:39:59 GMT

OK thanks. Is the telephone currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: home phone

andrew66 — Sat, 13 Jan 2024 09:19:11 GMT

yes both phones have been connected to the test socket and the symptoms are the same, your just asking me to do the same as online chat and i have still get a coonection thats intermittent, i am sick to death of running in circles with TT

Re: home phone

Chris-TalkTalk — Mon, 15 Jan 2024 08:02:58 GMT

OK thanks. To investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: home phone

andrew66 — Mon, 15 Jan 2024 12:36:55 GMT

as its an intermittent fault and may not show up when the engineer visits can you tell me how much it will cost so i can save up for it.

Re: home phone

Gliwmaeden2 — Mon, 15 Jan 2024 12:44:32 GMT

@andrew66,

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Re: home phone

Chris-TalkTalk — Mon, 15 Jan 2024 12:52:35 GMT

I can see that Gliwmaeden2 has pointed you in the right direction. Please let me know if you'd like to go ahead with the engineer visit

Chris

Re: home phone

andrew66 — Mon, 15 Jan 2024 13:06:34 GMT

i cant afford it although i just tried to dial out at 12.59 pm and the call failed but worked the second time and why have TT changed settings on my router when its the phone thats the problem.

Re: home phone

Chris-TalkTalk — Mon, 15 Jan 2024 13:14:24 GMT

Sorry what do you mean about changing the settings on your router?

Chris

Re: home phone

andrew66 — Mon, 15 Jan 2024 13:25:29 GMT

all my devices that used the 5ghz stopped working, it took me a while to realise that the router had been reset with new firmware and the 5ghz ssid had been changed back to its default. i have a feeling TT think im on voip but im actually on pots for the phone.

Re: home phone

KeithFrench — Mon, 15 Jan 2024 13:27:54 GMT

Hi @andrew66

Have you by any chance disabled & re-enabled any of the WiFi bands in the router? If you have, there is a bug in the current firmware that means that they will never work properly again. The only workaround at the moment is to do a factory default on the router's configuration & it will be fine after that. I did report this to the developers.

Re: home phone

andrew66 — Mon, 15 Jan 2024 13:56:47 GMT

it happened 3 days ago by the looks of it when i reported problems with phone to TT and they started talking about internet speed and not the phone problem, to be honest TT have had me in tears over this problem by not listening to the symptoms which makes it obvious its an exchage fault.

Re: home phone

Chris-TalkTalk — Mon, 15 Jan 2024 14:15:18 GMT

Just to confirm, you have two telephone number in your community profile, is this regarding the line ending in '1' or '5'?

Chris

Re: home phone

andrew66 — Mon, 15 Jan 2024 14:26:20 GMT

the one ending 1

Re: home phone

Chris-TalkTalk — Mon, 15 Jan 2024 14:59:00 GMT

OK thanks. Your router has the latest firmware, the firmware is automatically updated. Both the 2.4GHz and 5GHz bands appear to be enabled.

Chris

Re: home phone

KeithFrench — Mon, 15 Jan 2024 15:04:21 GMT

Hi @andrew66 @Chris-TalkTalk

Just be aware, that with this bug, the UI looks perfectly normal, but there will be no WiFi signal sent from one band or the other. If no devices are still able to connect to the 5GHz band, I would do the factory reset. The easiest way is to press the recessed switch near the power button on the back of the router for about 10 seconds while it is turned on.

Re: home phone

Chris-TalkTalk — Mon, 15 Jan 2024 15:05:50 GMT

OK thanks Keith