topic Re: Some calls not connecting in Home Phone

Some calls not connecting

oldjohn1945 — Sun, 04 Aug 2024 17:22:06 GMT

Incoming calls from two neighbours - both BT customers - ring out, but do not connect. Calls from mobiles and SKY customers connect normally. We can make calls to any number. Do my neighbours need to log a fault with BT? (They both claim we are at fault as they can make calls to other numbers.)

Re: Some calls not connecting

fr8ys — Sun, 04 Aug 2024 17:55:26 GMT

Do you have call safe or last number barring turned on? If so could you have accidentally added these numbers to the block list?

In your profile can you add the 2 affected numbers to the private notes field. Only you and TalkTalk staff can see this field.

Please post back with answers to the above when tone and staff can then look into next week.

Thank you.

Re: Some calls not connecting

Chris-TalkTalk — Mon, 05 Aug 2024 06:48:38 GMT

Hi oldjohn1945,

If you still need assistance can you please follow fr8ys instructions

Thanks

Chris

Re: Some calls not connecting

oldjohn1945 — Mon, 05 Aug 2024 09:45:17 GMT

I have posted the problem numbers as requested. The numbers are not barred or blocked. In fact, both have been able to contact us today. Question is was this a "one-off" problem yesterday or are we faced with an intermittent fault? If the latter, where do we go from here?

Re: Some calls not connecting

Chris-TalkTalk — Mon, 05 Aug 2024 10:40:28 GMT

Glad to hear the calls are getting through now. As to whether it's a one off issue or intermittent problem, we'd have to wait and see really, if the problems does reoccur please let us know

Chris

Re: Some calls not connecting

oldjohn1945 — Tue, 06 Aug 2024 09:42:20 GMT

Hi Chris. We definitely have an intermittent problem. One of the numbers failed to connect late yesterday, bot both have been able to call us this morning. What steps can you now take to resolve this issue? John.

Re: Some calls not connecting

Chris-TalkTalk — Tue, 06 Aug 2024 13:20:09 GMT

Hi John,

What do the callers hear when they call you and the call doesn't go through?

Chris

Re: Some calls not connecting

oldjohn1945 — Tue, 06 Aug 2024 15:12:58 GMT

Hi Chris

They get no ring tone or engaged tone. Just silence, but their handset counts the time as if the call had connected. We get a ring tone and caller ID and the failed call appears on our call list. Hope this helps.

John

Re: Some calls not connecting

Chris-TalkTalk — Wed, 07 Aug 2024 08:10:44 GMT

Thanks, and so when you get the ring tone and answer the phone is there just a tone or is the line dead?

Chris

Re: Some calls not connecting

oldjohn1945 — Wed, 07 Aug 2024 08:53:57 GMT

Hi Chris

No tone. Line completely dead.

John

Re: Some calls not connecting

Chris-TalkTalk — Wed, 07 Aug 2024 10:59:56 GMT

OK thanks. Could you give me 3 dates and times when the incoming call connection fails and I'll pass them over to our network team

Chris

Re: Some calls not connecting

oldjohn1945 — Wed, 07 Aug 2024 12:55:29 GMT

In the future or the past?

Re: Some calls not connecting

Chris-TalkTalk — Wed, 07 Aug 2024 13:45:17 GMT

probably as well from now please, if that's OK

Chris