topic Re: Phone line in Home Phone

Phone line

Roger39 — Wed, 18 Sep 2024 08:07:01 GMT

There is a small phone line junction box just outside my property. The cover has been removed and pairs of wires are sticking out from it. The phone line is now very crackly and the internet connection often goes down. Please can you get openreach to reinstate the junction box to its correct state?

Re: Phone line

Chris-TalkTalk — Wed, 18 Sep 2024 08:15:36 GMT

Hi Roger39,

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: Phone line

Roger39 — Wed, 18 Sep 2024 08:36:30 GMT

Thank you. I have updated my profile as requested.

Re: Phone line

Chris-TalkTalk — Wed, 18 Sep 2024 08:47:41 GMT

Thanks for updating your profile. Line test is picking up a potential problem. Is your telephone and router currently connected to the test socket? Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Phone line

Roger39 — Thu, 19 Sep 2024 08:07:15 GMT

Yes, phone and router connected to test socket.

Roger.

Re: Phone line

Chris-TalkTalk — Thu, 19 Sep 2024 08:32:58 GMT

OK thanks. To investigate further we'll need to arrange an engineer visit, to do this 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 line

Roger39 — Thu, 19 Sep 2024 16:22:02 GMT

A morning visit will be fine. Can you let me know which day please?

Re: Phone line

Anonymous — Fri, 20 Sep 2024 05:59:08 GMT

Hi Roger,

Could you also confirm that you accept any potential engineer charges as per my colleague's post below and we can book this engineer visit for you. Are you also available any morning next week?

Thanks

Michelle

Re: Phone line

Roger39 — Thu, 26 Sep 2024 13:31:51 GMT

I first messaged about this last Wednesday, It was agreed that there was a fault on my land line and I was asked to wait for contact from Openreach between 0800 and 1300 every day this week. So far they have not been in touch. My phone is completely dead. My number is the primary number for the telecare alarm service of my elderly and vulnerable neighbour. Please can this be taken into account to proritise my request for a visit from Openreach?

Thank you.

Re: Phone line

Gliwmaeden2 — Thu, 26 Sep 2024 14:03:05 GMT

Forum staff were waiting for you to confirm that you accept potential engineer charges, @Roger39.

Any notification emails are from a No Reply address so do not use that method at all to reach Talktalk.

Re: Phone line

Roger39 — Thu, 26 Sep 2024 14:20:18 GMT

Thank you. I confirm that I accept any potential engineer charges.

Will this reply be seen by Forum Staff? You are showing as "Gliwmaeden2, a fellow customer"

Re: Phone line

Gliwmaeden2 — Thu, 26 Sep 2024 14:22:08 GMT

Yes, and I'll make sure by re-escalating the thread into the queue for attention, @Roger39.

Re: Phone line

Roger39 — Thu, 26 Sep 2024 14:37:25 GMT

Thank you so much, you really are a star.

Re: Phone line

Chris-TalkTalk — Fri, 27 Sep 2024 08:18:39 GMT

Hi Roger,

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

Chris

Re: Phone line

Roger39 — Fri, 27 Sep 2024 08:22:34 GMT

Thank you, Chris. I shall be here all day.

Re: Phone line

Chris-TalkTalk — Fri, 27 Sep 2024 08:32:21 GMT

I've booked the first available appointment - October 01 2024, AM - please let us know how you get on

Chris

Re: Phone line

Roger39 — Fri, 27 Sep 2024 08:40:25 GMT

Thank you, Chris.

Re: Phone line

Chris-TalkTalk — Fri, 27 Sep 2024 08:46:22 GMT

No problem 🙂

Re: Phone line

Roger39 — Tue, 01 Oct 2024 14:55:46 GMT

A gentleman from MJ Quinn arrived just after 1 pm today. After 1.75 hours he diagnosed the fault as being in a roadside pit which he was not trained to deal with. He said he would report back to Openreach and request a suitably trained person to attend. He would also note that as we are the primary contact for an elderly and vulnerable neighbour's telecare service there is increased urgency to fix the problem.

Anything you can do to expedite this will be appreciated.

Thanks

Roger

Re: Phone line

Anonymous — Wed, 02 Oct 2024 06:27:57 GMT

Morning,

Thanks for the update and I'm sorry to hear this. I've checked and we've received an update to advise that the fault has been passed to a different engineer to resolve the underground fault and we have been asked to check for another update on 03/10. We'll check again in the morning and will post a further update back here.

Michelle