topic Re: Reporting a friends phone fault in Home Phone

Reporting a friends phone fault

Mogwar — Tue, 04 Jun 2024 20:23:51 GMT

How can I report a fault on another telephone?

Re: Reporting a friends phone fault

Gliwmaeden2 — Tue, 04 Jun 2024 20:56:35 GMT

Add the relevant phone number in private notes, @Mogwar, which is at the end of the Personal Information area in your community profile. SAVE CHANGES.

Or, ideally guide them to join the forum so that staff can interact with them directly. It's going to involve some testing of the line and prompt responses during daytime hours.

Re: Reporting a friends phone fault

Mogwar — Tue, 04 Jun 2024 21:00:12 GMT

Thank you for your response: unfortunately my friend does not have an internet facility. Perhaps I shall have to drive over in the morning with a Laptop and do it that way.

Re: Reporting a friends phone fault

Gliwmaeden2 — Tue, 04 Jun 2024 21:11:34 GMT

Whether seeking support via the forum or Chat, or phoning 03451 720088, there's definitely a need to follow up pretty promptly during the day.

Ideally your friend should be present at the time to pass any necessary ID checks etc, @Mogwar.

Sometimes the phone needs to be plugged in directly at the test socket to help diagnose the issue and eliminate the possibility of a wiring fault in the house.

They should also check that the fault is still there using an alternative phone handset, so worth taking one with you to try that.

Staff will do these checks before sending out an engineer.

Helpful if you can also describe the nature of the fault.

Is it a noisy line but otherwise works?

Is it totally dead, no calls working in or out?

Re: Reporting a friends phone fault

Mogwar — Tue, 04 Jun 2024 21:19:42 GMT

Thanks for that comprehensive round up. I will attend in the morning, and see what I can manage.

Re: Reporting a friends phone fault

Chris-TalkTalk — Wed, 05 Jun 2024 07:52:10 GMT

Hi Mogwar,

How are you getting on?

Chris

Re: Reporting a friends phone fault

Mogwar — Wed, 05 Jun 2024 08:36:31 GMT

Used my cell, contacted the impersonal voice on the 0345 number and found there IS a network fault, calls have been diverted to my cell until the fault is fixed. That's the best I can do to help a friend!

Thanks for being there,

Re: Reporting a friends phone fault

Chris-TalkTalk — Wed, 05 Jun 2024 12:24:01 GMT

Hi Mogwar,

Could I just ask, is the landline telephone number in your community profile yours or your friends?

Chris

Re: Reporting a friends phone fault

Mogwar — Wed, 05 Jun 2024 14:36:56 GMT

That is MY landline number. I'm told that my friend's landline is included in a network 'problem', calls have been diverted to my cell phone.

Returning from Hinchley Wood, I met up with another friend who is also without telephone communications, and I've suggested to her that she may well be part of the same fault - well - not part of - but included!

Re: Reporting a friends phone fault

Gliwmaeden2 — Wed, 05 Jun 2024 14:40:34 GMT

Did you put your friend's phone number in Private Notes as I originally suggested, @Mogwar?

That's at the END of the Personal Information area. SAVE CHANGES.

This will help staff check for the latest updates, even if it's a wider fault.

Re: Reporting a friends phone fault

Mogwar — Wed, 05 Jun 2024 14:45:32 GMT

This is all so complicated for someone in their late 80's! But yes, I have managed to find these Private Notes, and added my friends number!

Re: Reporting a friends phone fault

Gliwmaeden2 — Wed, 05 Jun 2024 16:25:01 GMT

Thanks.

That means that staff will be checking the correct line....!

From the landline number, they identify the account and the account holder.

Re: Reporting a friends phone fault

Chris-TalkTalk — Thu, 06 Jun 2024 09:21:09 GMT

Hi Mogwar,

Thanks for that. Could I just ask, do you know if your friend has any sort of medical device or care alarm that relies on a working landline?

Chris

Re: Reporting a friends phone fault

Mogwar — Thu, 06 Jun 2024 17:40:36 GMT

Outgoing calls have been restored - incoming calls still end up on my mobile.

Re: Reporting a friends phone fault

Gliwmaeden2 — Thu, 06 Jun 2024 18:50:53 GMT

If the fault has been resolved, it may be that calls are still set to Call Divert, @Mogwar.

There's still time to contact Chat live before it goes into bot mode only at 9pm if you are unsure.

Details of how Call Divert can be switched off as well as on are here:

https://community.talktalk.co.uk/t5/Articles/About-Call-Divert/ta-p/2205322

Re: Reporting a friends phone fault

Mogwar — Thu, 06 Jun 2024 19:31:19 GMT

Alas the BOT was on and it was pathetic.

Thank you for your suggestion, but I can't understand the link you gave me.

I will try logging in again in the morning and see if I can talk to a person.

Re: Reporting a friends phone fault

Gliwmaeden2 — Thu, 06 Jun 2024 22:12:53 GMT

@Mogwar, the numbers will need to be dialled on the phone from your friend's house where the fault occurred (so not on your mobile).

To switch off "divert all calls" dial #21#

Re: Reporting a friends phone fault

Debbie-TalkTalk — Fri, 07 Jun 2024 05:41:55 GMT

Hi Mogwar

Sorry for the delay.

Is everything working ok?

Re: Reporting a friends phone fault

Mogwar — Fri, 07 Jun 2024 07:16:28 GMT

All is well. Been a harrowing time, my friend lives some miles away, and has no mobile, no computer.

When I reported the fault, I was told the divert would 'automatically' be removed, upon correcting the network fault.

However, I have now called, [instead of having to visit], and received a call, so things have settled back to normal.

Thank you.

Re: Reporting a friends phone fault

Debbie-TalkTalk — Fri, 07 Jun 2024 07:21:01 GMT

Hi Mogwar

Apologies for this.

The divert can sometimes be removed automatically when a fault is resolved but sometimes you have to dial #21# from the line to remove the divert yourself.

If you do experience any further issues with this line then please let us know here and we can take a look.