topic Re: Phone dead, but broadband working in Home Phone

Phone dead, but broadband working

Jan_Admin — Tue, 28 May 2024 13:37:28 GMT

I reported that my phone was dead on the 25th May, but I have had no update to say what is happening or when. There is no dial tone and inbound callers get an engaged tone and then it cuts out. The digital display on my phone says 'check phone line'. I have gone through all the tests, changing phones, using the test socket, etc. but nothing works. However the broadband is fine. I tried to ring TalkTalk but got cut off twice (mobile signal not good here). I would like to know that the fault is being looked into and when it will be fixed.

Re: Phone dead, but broadband working

Chris-TalkTalk — Tue, 28 May 2024 13:48:49 GMT

Hi Jan_Admin,

Line test is picking up a potential problem. Is your telephone currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Phone dead, but broadband working

Jan_Admin — Tue, 28 May 2024 14:01:43 GMT

Yes it is, when we took the front off , we discovered it had always been plugged into the test socket, no other wiring visible.

Re: Phone dead, but broadband working

Chris-TalkTalk — Tue, 28 May 2024 14:05:26 GMT

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

Thanks

Chris

Re: Phone dead, but broadband working

Jan_Admin — Tue, 28 May 2024 14:07:37 GMT

Yes please, I would like an engineer to visit.

Re: Phone dead, but broadband working

Chris-TalkTalk — Tue, 28 May 2024 14:12:16 GMT

OK, if you'd like us to book the engineer visit 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: Phone dead, but broadband working

Jan_Admin — Thu, 30 May 2024 16:17:48 GMT

I responded to your email confirming that I accept there may be charges for the engineer. I also said, with reasonable notice, I can make myself available morning or afternoon, but I have not heard when the engineer may be coming or how long I will have to wait. Please can I have an update on the issue.

Re: Phone dead, but broadband working

Gliwmaeden2 — Thu, 30 May 2024 16:38:44 GMT

@Jan_Admin, staff won't receive your email reply.

The notification emails are from a No Reply address, so you need to post your replies in this thread (or by PM, if staff ask you to use that method).

They should be able to pick this up before the weekend, and I will re-escalate your thread.

Re: Phone dead, but broadband working

Jan_Admin — Thu, 30 May 2024 17:32:08 GMT

Thank you, that was confusing. I am so missing having a phone line, thank goodness the broadband still works!

Re: Phone dead, but broadband working

Chris-TalkTalk — Fri, 31 May 2024 09:48:59 GMT

Hi Jan_Admin,

We can usually get an appointment for next working day so are you available on Monday and Tuesday?

Chris

Re: Phone dead, but broadband working

Jan_Admin — Fri, 31 May 2024 10:17:57 GMT

I can be available all day on Tuesday, as I will be working from home.

Re: Phone dead, but broadband working

Chris-TalkTalk — Fri, 31 May 2024 10:44:49 GMT

I've booked the engineer for - June 04 2024, AM - please let us know how you get on

Chris