topic Re: No phone line for 3 days in Home Phone

No phone line for 3 days

Geraldine7 — Mon, 11 Mar 2024 17:38:33 GMT

My 84 year old mother has had no phone line or internet for 3 days and I can't get anywhere with TalkTalk, just recorded messages saying call back in 2-3 hours. I live 200 miles away. Does anyone know who I can contact to try and resolve this please? She lives alone and can't sort this out herself. I've raised a fault online and done all the troubleshooting they suggest but her phone display says 'Check phone line' and it's dead. OpenReach did some fibre work in her street a few days ago. Disgusting she's paying for a service that doesn't even work.

Re: No phone line for 3 days

ferguson — Mon, 11 Mar 2024 17:53:54 GMT

Sorry to see this. If you can put your mother's details including name and TalkTalk landline number in the Private notes section of your community profile here the support team will look into this as soon as they are back online tomorrow.

Re: No phone line for 3 days

Geraldine7 — Mon, 11 Mar 2024 18:31:19 GMT

Thank you, I appreciate that. Will do.

Re: No phone line for 3 days

Debbie-TalkTalk — Tue, 12 Mar 2024 07:24:37 GMT

Hi Geraldine7

I'm really sorry to hear this.

The line test is detecting a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Do you know if anyone has tested the phone and router directly at the test socket?

Re: No phone line for 3 days

Geraldine7 — Tue, 12 Mar 2024 10:10:19 GMT

Hello Debbie and thanks for getting back to me. We tested everything inside the house at the weekend, reset the router etc. and it all seems ok. Devices are finding the router but there is no connection out and no landline. Nobody has been round to check the outside stuff. This is Karen her daughter 200 miles away - we were there at the weekend. Do you have the landline number?

Re: No phone line for 3 days

Debbie-TalkTalk — Tue, 12 Mar 2024 10:12:38 GMT

Hi Karen

Thanks for your reply.

I've located the details for the line from the account number in your Community Profile.

If the account holder has set up a telephone password on the account then I can arrange an engineer visit with yourself. Would you like me to arrange this?

Re: No phone line for 3 days

Geraldine7 — Tue, 12 Mar 2024 15:16:39 GMT

Thank you Debbie. Coincidentally (unless you arranged it) BT OpenReach appeared again in mum's street this morning and she went outside to tell them about the fault. It appears to have been resolved - her landline is working again and there is now a blue light on her wifi router so I assume her internet is working again. Thank you for the offer of an engineer - if the line goes off again I will let you know. Kind regards.

Re: No phone line for 3 days

Debbie-TalkTalk — Wed, 13 Mar 2024 06:41:15 GMT

Hi Karen

I'm so glad to hear that everything is working again, thanks for letting me know.

If your mum does experience any further issues with the line or connection then please post back on this thread to let us know.

Thanks

Debbie