topic Re: Loss of Landline Phone Service in Home Phone

Loss of Landline Phone Service

asdfg11 — Thu, 25 Jan 2024 11:45:36 GMT

The landline service to my property has been unavailable for two days and I need an appointment making for a visit from an Openreach engineer. There are a number of things for Openreach to consider before they despatch an engineer:

There has been no loss of, fibre provided, internet and television services.

The fault is most probably within the overhead copper wire that runs from a telegraph pole at the back of the property into a loft extension within the roof.

A similar problem experienced in July & August 2023 took one month to resolve. It would be helpful to the process this time if it were possible for the property owner to be provided with a contact number in order that they might speak directly with Openreach if for no other reason than to understand the likely date and time of any engineer’s visit and so ensure access to the property. It was only by chance that I was at the property on each occasion that Openreach visited in July/August ’23.

A key lesson from my previous experience was that any engineer visiting the property should be equipped and trained to deal with copper wire connections, for example they will need ladders capable of reaching the cable.

Re: Loss of Landline Phone Service

Chris-TalkTalk — Thu, 25 Jan 2024 12:08:04 GMT

Hi asdfg11,

I'm sorry to hear that you're experiencing problems with your service. Line test is passing, is the telephone line completely dead, no dial tone?

Chris

Re: Loss of Landline Phone Service

Chris-TalkTalk — Fri, 26 Jan 2024 07:34:05 GMT

Hi asdfg11,

I've sent you a PM

Chris

Re: Loss of Landline Phone Service

asdfg11 — Wed, 31 Jan 2024 09:52:47 GMT

Hi,

I received a text from Openreach on Friday Jan 26th saying that an engineer had been allocated to investigate the fault, that I wouldn’t need to be present at the property, and that the engineer “may” be in touch. An engineer arrived at 12.40pm on Tuesday Jan 30th just as I was driving away from the property. No-one from Openreach had contacted me beforehand. Fortunately, I saw him approaching and was able to stop long enough to allow him access to the house, which he needed to identify that the problem was external (associated with the telegraph pole), as well as allowing him access to the rear of the property. After that I had to leave. Whatever work was carried out has not resolved the problem. He did tell me that the line was not copper, but a copper/fibre hybrid.

Re: Loss of Landline Phone Service

Chris-TalkTalk — Wed, 31 Jan 2024 11:13:10 GMT

Thanks for the update, sorry to hear that you are still experiencing problems. Line test is now passing so just to confirm, do you still have no dial tone, the line is completely dead?

Chris

Re: Loss of Landline Phone Service

asdfg11 — Wed, 31 Jan 2024 13:36:31 GMT

Hi Chris,

Yes the line is still completely dead.

Why do I have to wait for a security code before I can submit a new post on this thread? It happens every time now.

Re: Loss of Landline Phone Service

Chris-TalkTalk — Wed, 31 Jan 2024 13:51:41 GMT

OK thanks. If the line is still dead then we'll need to arrange an engineer visit to your home as originally planned. Would you like me to book it (please note that engineer charges may apply)?

That shouldn't be happening with the security code, has it only started happening today?

Chris

Re: Loss of Landline Phone Service

asdfg11 — Wed, 31 Jan 2024 14:26:04 GMT

Hi Chris,

Please go ahead and arrange a second visit. I have no problem with potential charges provided Openreach let me know when they intend to visit. Unfortunately, this is something they repeatedly fail to do. I am not going to accept changes if I have not been notified of their intended date of arrival.

A security code is needed whenever I want to re-enter the community to update this thread.

Thanks

Re: Loss of Landline Phone Service

asdfg11 — Wed, 31 Jan 2024 14:30:21 GMT

Chris,

I should have added that the security code issue has been there ever since I registered this issue.

Re: Loss of Landline Phone Service

Chris-TalkTalk — Wed, 31 Jan 2024 14:57:27 GMT

If we arrange an appointed visit, which this one will be, then we arrange the visit for a specific time slot and date. Are you available any day? Would you just like me to book the first date/time slot available?

Chris

Re: Loss of Landline Phone Service

asdfg11 — Wed, 31 Jan 2024 15:11:20 GMT

I am not available Thursday Feb 1st, but any day/time after that should be o.k.

Thanks

Re: Loss of Landline Phone Service

Chris-TalkTalk — Thu, 01 Feb 2024 10:19:25 GMT

Hi asdfg11,

I've booked the first available appointment - February 05 2024, AM - please let us know how you get on

Chris

Re: Loss of Landline Phone Service

asdfg11 — Thu, 01 Feb 2024 16:39:09 GMT

Thanks Chris,

Openreach sent me a text to confirm the appointment.

Once again I had to await for a secure access code to be sent to my email before I could post this response.

Re: Loss of Landline Phone Service

Gliwmaeden2 — Thu, 01 Feb 2024 17:56:28 GMT

It could be that the browser is not storing the cookie, if you don't think you have signed out, @asdfg11.

Maybe check settings?

Re: Loss of Landline Phone Service

Anonymous — Fri, 02 Feb 2024 06:40:18 GMT

Morning,

We'll check back in with you next week to see how you're getting on.

Thanks

Michelle

Re: Loss of Landline Phone Service

Anonymous — Mon, 05 Feb 2024 12:36:06 GMT

Good afternoon,

How are you getting on?

Thanks

Michelle

Re: Loss of Landline Phone Service

asdfg11 — Mon, 05 Feb 2024 15:26:00 GMT

Hi Michelle,

According to the Openreach engineer, the hybrid copper/fibre wire running to the house from the telegraph pole at the rear of the property is no longer fit for purpose and either needs replacing (perhaps with entirely fibre cable) or alternatively, and this would depend on whether or not talktalk offer the service, we could use 'Voice over IP.' I need advice from talktalk regarding the latter or another visit from Openreach if Voice over is not available. In the meantime I've received a text message from talktalk asking me to check my in home setup.

Many thanks for your help

Re: Loss of Landline Phone Service

Anonymous — Tue, 06 Feb 2024 06:56:30 GMT

Morning,

I'm really sorry to hear this. We only offer VOIP with a FTTP (full fibre connection) Just to confirm, did the engineer say that they couldn't fix the copper voice service?

Michelle

Re: Loss of Landline Phone Service

asdfg11 — Tue, 06 Feb 2024 08:55:15 GMT

Hi Michelle,

He didn't say the line couldn't be replaced, only that VOIP was a possible alternative. I imagine that line replacement is a bigger job and so would require the arrangement of another visit from another engineer.

Since yesterday's visit I have another question: how do I get in touch with Openreach about the return of a torch. The engineer borrowed one yesterday and appears to have left the house with it.

Thanks

Re: Loss of Landline Phone Service

Anonymous — Tue, 06 Feb 2024 08:59:25 GMT

Morning,

Ok I see. Would you like us to arrange another engineer visit to the property? Is there still currently no dial tone?

Michelle