topic Re: Unable to make or receive landline calls in Home Phone

Unable to make or receive landline calls

Patricia400 — Tue, 23 Jan 2024 21:59:05 GMT

We were moved over to full fibre recently. We now have a Grandstream with voice adapter. We have not been able to make or receive calls since last week. Despite 2 lengthy webchats and one call to mobile to ask for help. We have done all the usual reset, turn off/on many many times. Any suggestions how to get this problem fixed, we need our landline.

Re: Unable to make or receive landline calls

Anonymous — Wed, 24 Jan 2024 06:53:20 GMT

Hi Patricia,

I'm really sorry to hear this. Can I just confirm, have you tried the below steps please?

RESETTING YOUR DIGITAL VOICE ADAPTER

If your Digital Voice adapter or router has stopped working, we may ask you to reset it to check everything's working as intended. To do this:

Insert a pin or straightened paper clip into the hole labelled “Reset” on your Digital Voice adapter.
Slightly push and hold it in for up to 20 seconds; or until all the lights, apart from the power light, switch off. Once this happens release the reset button.

Factory reset of the device will take a full 15 minutes and you need to wait until the allotted time has passed for the full factory reset to be completed. After 15 minutes, check your Digital Voice adapter device and try to re-test to check if the issue resolved.

Michelle

Re: Unable to make or receive landline calls

Patricia400 — Wed, 24 Jan 2024 08:15:35 GMT

Yes, I have tried this several times over the past week. It has not worked. I was told that by Talktalk they needed to reset their side but then they didn't contact me again.

Re: Unable to make or receive landline calls

Anonymous — Wed, 24 Jan 2024 08:25:47 GMT

Hi Patricia,

Thanks for trying this. I'll need to pass this over to our faults escalation team.

Can you please update your community profile to include your:

Name
Telephone number or Account Number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Unable to make or receive landline calls

Patricia400 — Wed, 24 Jan 2024 08:48:10 GMT

This has been updated.

Re: Unable to make or receive landline calls

Anonymous — Wed, 24 Jan 2024 09:02:17 GMT

Hello,

I've passed this straight over now and I will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

Re: Unable to make or receive landline calls

Patricia400 — Wed, 24 Jan 2024 16:09:35 GMT

Has there been an update on my landline service. A colleague did call and said he would call back after 5 minutes. But that was 6 hours ago. I have stayed home all day waiting. Please can you provide an update.

Re: Unable to make or receive landline calls

Gliwmaeden2 — Wed, 24 Jan 2024 17:06:08 GMT

Staff will have finished for the day, @Patricia400.

Look for a follow up in the morning.

Re: Unable to make or receive landline calls

Anonymous — Thu, 25 Jan 2024 07:10:19 GMT

Hi Patricia,

I'm really sorry for the delay. Have you still not been contacted since your last post and I will chase this for you?

Thanks

Michelle

Re: Unable to make or receive landline calls

Patricia400 — Thu, 25 Jan 2024 07:18:57 GMT

I have not been contacted, please can you chase this up. I rely on my landline and have been without it for a week.

Re: Unable to make or receive landline calls

Anonymous — Thu, 25 Jan 2024 07:22:28 GMT

Morning,

I've chased this now and have asked the team if they can provide an update on this ASAP. I will post back here as soon as they respond to me.

Thanks

Michelle

Re: Unable to make or receive landline calls

Patricia400 — Thu, 25 Jan 2024 13:39:01 GMT

Please can you review my request again. I still have no landline and there has been no contact or update?

Re: Unable to make or receive landline calls

Patricia400 — Fri, 26 Jan 2024 07:06:11 GMT

Please can you respond to provided an update on my fault. I still have no landline and no one has contacted me yesterday. My last message on here has not been answered. I rely on my landline and have not been able to use this for a week.

Re: Unable to make or receive landline calls

Anonymous — Fri, 26 Jan 2024 11:32:06 GMT

Hi Patricia,

I'm in direct contact with the team this morning and have asked them to keep me updated on the progress of this. I'm really sorry for the delay with updates on this and I will continue to chase this.

Michelle

Re: Unable to make or receive landline calls

Patricia400 — Sat, 27 Jan 2024 08:57:44 GMT

There hasn't been any progress made with the landline fault. I raised this as an issue through multiple channels. The fault was noted on my account but that has now vanished. What is being done to restore the vital landline?? It has been over a week now. This is unacceptable service.

Re: Unable to make or receive landline calls

Gliwmaeden2 — Sat, 27 Jan 2024 10:17:57 GMT

@Patricia400, staff will not be back on here before Monday.

I'm hoping that automatic compensation applies to this form of loss of service for you. It is calculated after the matter is resolved and takes about a month to appear.

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

Staff should be able to clarify.

Re: Unable to make or receive landline calls

Patricia400 — Sat, 27 Jan 2024 10:38:11 GMT

Thank you for your comments. Good to know they won't respond over the weekend. I've had a real nightmare since November! See if TalkTalk respond on Monday.

Re: Unable to make or receive landline calls

Patricia400 — Mon, 29 Jan 2024 07:31:42 GMT

Please can you provide an update on what is being done to restore my landline. We are fast approaching nearly 2 weeks without it and we have had no one provide any help to find what the fault is. We are in our 70s and we rely heavily on our landline.

Re: Unable to make or receive landline calls

Patricia400 — Mon, 29 Jan 2024 13:34:52 GMT

I am contacting you again as we are not being provided with any help or making any progress to restore our landline. The fault that was showing on my account is no longer noted. But I am still unable to make or receive calls. Please respond!

Re: Unable to make or receive landline calls

Anonymous — Mon, 29 Jan 2024 13:42:43 GMT

Hi,

I'm in contact with the manager of the team to find out what is happening and what the next steps will be. I'm really sorry for the delay in getting back to you.

Michelle