topic Re: Unable to receive calls obvious line fault in Home Phone

Unable to receive calls obvious line fault

Elsie832024 — Fri, 02 Feb 2024 18:37:15 GMT

Line fault unable to receive landline calls for 2 weeks

Line fault unable to receive landline calls for 2 weeks reported REP 13940876.

Reported yesterday 01/02/2024 updated today to say resolved but problem still persists.. Did online chat and phone chat to try and resolve but both were no help. Totally frustrated as this is for my elderly mother who needs the use of her home phone. Are you able to help please ?

Re: Unable to receive calls obvious line fault

ferguson — Fri, 02 Feb 2024 19:27:46 GMT

The support team here will try to help, but please bear in mind that they won't be back online until Monday. In the meantime, the only thing I can suggest is that you persevere directly with customer services.

Re: Unable to receive calls obvious line fault

Elsie832024 — Fri, 02 Feb 2024 19:40:08 GMT

Thank You

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 05 Feb 2024 08:15:12 GMT

Hi Elsie,

Line test is picking up a potential problem. Could I just ask, have you tried connecting the telephone to the test socket and have you tried a different telephone handset?

Chris

Re: Unable to receive calls obvious line fault

Elsie832024 — Mon, 05 Feb 2024 11:53:42 GMT

Hi Chris,

Thanks for your reply. This appears to be an intermittent fault on the line and has been ongoing for about 2 weeks. I have tried connecting the telephone to the test socket and I have tried a different telephone handset as well as disconnecting all extension cables etc to leave only the telephone connected to the master socket and the problem persists. Broadband appears to be working ok.

Engineers have been working in the area for a while installing fibre cables so not sure if they may have damaged or changed a connection somewhere.

Grateful for any assistance you can give as this is my elderly mothers only telephone contact.

Dave

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 05 Feb 2024 11:57:04 GMT

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

Chris

Re: Unable to receive calls obvious line fault

Elsie832024 — Mon, 05 Feb 2024 12:32:26 GMT

Thanks Chris, yes that,s fine.Please proceed with booking an engineer.

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 05 Feb 2024 12:54:13 GMT

OK if you'd like us to book the engineer can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks
Chris

Re: Unable to receive calls obvious line fault

Elsie832024 — Mon, 05 Feb 2024 13:06:45 GMT

Hi, yes that's fine I accept potential charges and any day is fine 8am to 1pm.

Thanks

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 05 Feb 2024 13:08:22 GMT

OK thanks, we can usually get an appointment for next working day so are you available tomorrow if it's available?

Chris

Re: Unable to receive calls obvious line fault

Elsie832024 — Mon, 05 Feb 2024 13:38:52 GMT

Yes that,s fine . Thanks

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 05 Feb 2024 13:40:14 GMT

OK, I'll book the engineer now and get back to you with the details

Chris

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 05 Feb 2024 13:52:05 GMT

I've booked the first AM appointment available - February 07 2024, AM - please let us know how you get on

Chris

Re: Unable to receive calls obvious line fault

Elsie832024 — Mon, 05 Feb 2024 14:18:17 GMT

That,s great. Thanks for your help. Much appreciated.

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 05 Feb 2024 14:27:41 GMT

No problem 🙂

Re: Unable to receive calls obvious line fault

Elsie832024 — Wed, 07 Feb 2024 13:11:16 GMT

Hi Chris, engineer visited this morning and found a fault on the line where it entered the property. He has replaced this part of the line and all seems well.

Thanks again for your help.

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Wed, 07 Feb 2024 13:16:08 GMT

That's great news Elsie, thanks for letting me know 🙂

Chris

Re: Unable to receive calls obvious line fault

Elsie832024 — Fri, 15 Mar 2024 14:57:28 GMT

Hi Chris, following the problems my elderly Mum had recently with a line fault an engineer visited and found a fault on the external phone line. Because there was an actual fault and it was external to the property the engineer advised that this would not be chargeable. However to her utter shock my Mum has now received a bill for £75 for the engineers visit. Could you please help with this ?

Thanks David

Re: Unable to receive calls obvious line fault

Gliwmaeden2 — Fri, 15 Mar 2024 15:07:40 GMT

I'll re-escalate this thread for you, @Elsie832024, in the hope that staff can pick it up again today - otherwise, I am afraid it will be after the weekend before you get a response.

Re: Unable to receive calls obvious line fault

Chris-TalkTalk — Mon, 18 Mar 2024 13:05:14 GMT

Hi David,

I've replied to your PM

Chris