topic Re: Home phone not working, no dial tone, support staff useless. in Home Phone

Home phone not working, no dial tone, support staff useless.

Trooper9 — Tue, 06 Aug 2024 10:30:07 GMT

Yesterday I spent one and a half hours on mobile phone to two different alleged technical support engineers. They were informed that there was no dial tone and that I had connected a simple corded telephone to the line and that I could only hear low level electronic noise. Eventually after running tests on the line I was told that the tests showed that there was no problem with the lines to my house so the "device's operating system could need updating by the vendor". A simple corded telephone? They could not understand this. I suggested that the problem was probably with the Open Reach exchange but all I got back was the same answer, update the device!

Is there anyone I can call other than these clowns?

Re: Home phone not working, no dial tone, support staff useless.

Karl-TalkTalk — Tue, 06 Aug 2024 10:49:15 GMT

All tests are clear, so no visible issues identified. If you have tried an alternative handset with nothing else connected, no router or filters etc, directly at the master socket or 'Test Socket' if you have one, and there is still no dial tone, then an engineer will need to be arranged.

As the tests are clear, this would be an appointed engineer at an agreed time with yourself.

Would you like to arrange this here ?

Thanks

Karl.

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Wed, 07 Aug 2024 15:10:42 GMT

Hi Karl, I replied yesterday to your email:

Corded phone was connected directly to test socket, it is now connected to the ADSL splitter so that I can use the broadband.

Yes please to engineer

The fault however may lie in the Outreach exchange as I have had this problem here several years ago.

Re: Home phone not working, no dial tone, support staff useless.

Gliwmaeden2 — Wed, 07 Aug 2024 15:13:35 GMT

@Trooper9, the notification emails are from a No Reply address.

So always post back in the thread to reply.

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Wed, 07 Aug 2024 15:20:25 GMT

Yeah, I didn't notice that at the time. Was dashing to go out. I'm new to this forum and so far I'm totally underwhealmed with TalkTalk. Forced into it by Shell Broadband bailing out.

Re: Home phone not working, no dial tone, support staff useless.

Chris-TalkTalk — Thu, 08 Aug 2024 08:08:17 GMT

Hi Trooper9,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Thu, 08 Aug 2024 09:14:56 GMT

Hi Chris, my profile is updated as requested.

Re: Home phone not working, no dial tone, support staff useless.

Anonymous — Thu, 08 Aug 2024 09:26:05 GMT

Hello,

Please can you also add your home telephone number or account number to your Community Profile and confirm here once this has been completed.

Please do not post any personal information on the Community.

Thanks

Michelle

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Thu, 08 Aug 2024 09:32:11 GMT

Profile updated as requested.

Re: Home phone not working, no dial tone, support staff useless.

Anonymous — Thu, 08 Aug 2024 10:10:40 GMT

Hello again,

Thank you. I've run a few different tests on the line now which are all clear. If there is still no dial tone at the test socket with 2 different phones and all other equipment removed from the line, then we'll need to book an engineer to visit your property.

Please can you confirm that you accept potential time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can book the next available visit for you.

Thanks

Michelle

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Thu, 08 Aug 2024 10:22:42 GMT

Any morning 9-11 but I really think that as the line tests are ok that the telephone exchange should be checked first to avoid an unnecessary visit.

Re: Home phone not working, no dial tone, support staff useless.

Chris-TalkTalk — Thu, 08 Aug 2024 10:48:09 GMT

Hi Trooper9,

The type of engineer that we book (appointed or non-appointed) depends on the line test results, if the line test passes then it's always an engineer visit to the home.

The appointment slots are 8am-1pm and 1pm-6pm, I'm sorry but we can't narrow it down any further

Chris

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Thu, 08 Aug 2024 11:09:50 GMT

OK, 8 - 11 but I need to be notified in advance as I have a disabled person in the house.

Re: Home phone not working, no dial tone, support staff useless.

Chris-TalkTalk — Thu, 08 Aug 2024 11:13:30 GMT

Sorry but the AM time slot is 8am to 1pm (not 8-11). How much notice do you need (we can usually get an appointment next working day or the working day after)?

Could you also confirm that you accept potential engineer charges

Thanks

Chris

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Thu, 08 Aug 2024 15:19:53 GMT

Sorry, finger trouble, 8am to 1pm is ok.

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Thu, 08 Aug 2024 15:21:29 GMT

Charges ok if he finds anything wrong in house. Previou day notice is ok.

Re: Home phone not working, no dial tone, support staff useless.

Karl-TalkTalk — Fri, 09 Aug 2024 09:39:10 GMT

Engineer has been booked for the earliest appointment available. Tues 13th Aug. AM (8-1).

Thanks

Karl.

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Fri, 09 Aug 2024 09:57:16 GMT

Hi Karl, Thanks. Apologies for various previous mistakes in messages, I'm new to this forum and so far I'm finding it confusing. It definitely

isn't as user friendly as other forums I'm in. Dave

Re: Home phone not working, no dial tone, support staff useless.

Karl-TalkTalk — Fri, 09 Aug 2024 09:59:11 GMT

No Problem 🙂

as long as we can get the fault fixed for you, that's what matters.

Karl

Re: Home phone not working, no dial tone, support staff useless.

Trooper9 — Fri, 09 Aug 2024 10:30:49 GMT

Hi Karl, sorry about this but I've just found out that my wife has a hospital appointment at 1100 on tuesday morning, any other day is fine. Being severely disabled I cannot put this hospital appointment off.