topic Re: How do I report a fault on my parents landline in Home Phone

How do I report a fault on my parents landline

trickywitch — Sun, 08 Dec 2024 17:23:17 GMT

My parents landline is down. The telegraph line has blown down in a storm. I just tried calling Report a Fault but it is closed. They do not use mobiles, broadband or email and are reliant on their landline. They are elderly and vulnerable. I am getting nowhere with the chat bot or online chat, who say I need to be at my parents address! Help!!

Re: How do I report a fault on my parents landline

ferguson — Sun, 08 Dec 2024 17:57:26 GMT

Sorry to see this. If the telegraph pole has been knocked down there will probably be others affected and Openreach will hopefully already be aware.

If you put the account holder's name, address and landline number in the Private notes section of your community profile, then the support team here can check what's happening when they are back online tomorrow.

Re: How do I report a fault on my parents landline

Trickywitch1 — Mon, 09 Dec 2024 04:44:17 GMT

Thank you for your reply but I can't find the Private Notes section. How do I access it?

Re: How do I report a fault on my parents landline

Karl-TalkTalk — Mon, 09 Dec 2024 08:54:25 GMT

The private notes section is at the bottom of your 'Community Profile'

If the pole itself is down, Openreach will be aware as a number of customers will be affected, and they will schedule a pole replacement. With the recent storms, damage has been seen to poles, and fallen trees affecting lines, and these will all need to be repaired in the area. Openreach will attempted to repair and restore service however there may be delays as engineers wait for debris to be removed safely to give access to the lines.

Thanks

Karl.

Re: How do I report a fault on my parents landline

Trickywitch1 — Sun, 15 Dec 2024 14:22:18 GMT

I cannot find Private Notes at the bottom of my Community Profile. My parents are getting desperate now. Still no landline. I'd like someone to do a line check to see what the problem is. They are elderly, vulnerable and completely reliant on their landline and no-one seems to be doing anything about it.

Re: How do I report a fault on my parents landline

Trickywitch1 — Sun, 15 Dec 2024 14:33:34 GMT

I've just found Private Notes and entered my parents details. Can somebody please let me know when the landline will be fixed!!

Re: How do I report a fault on my parents landline

Gliwmaeden2 — Sun, 15 Dec 2024 14:35:47 GMT

Staff will respond during the day, Monday, @Trickywitch1.

Re: How do I report a fault on my parents landline

Trickywitch1 — Sun, 15 Dec 2024 18:25:38 GMT

Ok. Just to clarify, the telephone line to my parents house is still connected but the line through the trees to the house next door is down. Both houses are without a landline. Could you let me know when Open Reach are booked to repair the line please.

Re: How do I report a fault on my parents landline

ferguson — Sun, 15 Dec 2024 19:01:35 GMT

Now that you have completed those details the support team here can check and advise further when they are back online tomorrow.

Re: How do I report a fault on my parents landline

Anonymous — Mon, 16 Dec 2024 11:20:11 GMT

Morning,

I'm really sorry to hear this. I have escalated this straight to our Faults Escalation Team now and have asked that you are contacted ASAP to resolve this fault.

Thanks

Michelle

Re: How do I report a fault on my parents landline

Trickywitch1 — Mon, 16 Dec 2024 14:21:47 GMT

Thank you. You're aware that the fault isn't on my line but my parents? Their details are in my Private Notes.

Re: How do I report a fault on my parents landline

Anonymous — Mon, 16 Dec 2024 14:26:02 GMT

Hello,

The only details I can see are the one in your Community Profile. I can't see any private notes? Please do not post any personal information on the Community.

Thanks

Michelle

Re: How do I report a fault on my parents landline

ferguson — Mon, 16 Dec 2024 14:49:51 GMT

@Trickywitch1

The Private notes section is towards the bottom of the profile page:

Re: How do I report a fault on my parents landline

Trickywitch1 — Mon, 16 Dec 2024 16:56:01 GMT

I was told to post my parents details on private notes on my community profile

Re: How do I report a fault on my parents landline

ferguson — Mon, 16 Dec 2024 17:01:38 GMT

As shown above? Did you click on Save Changes at the bottom? You appear to have set up two separate usernames, maybe that is the problem?

Re: How do I report a fault on my parents landline

Trickywitch1 — Mon, 16 Dec 2024 20:21:20 GMT

Really? Ok I'll check. In the meantime I've had a text from Open Reach confirming they will send an engineer out on 17th December. Unfortunately it's to my house not my parents! I have no issues with my phone line. The fault is at my parents ending 4DT! Honestly, you couldn't make this up! Please cancel the engineer to my postcode and re-book for my parents!

Re: How do I report a fault on my parents landline

ferguson — Mon, 16 Dec 2024 20:30:06 GMT

OK, was this arranged separately from the discussion here? It's a bit late to cancel now, see here under Missed Appointments:

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Re: How do I report a fault on my parents landline

Trickywitch1 — Mon, 16 Dec 2024 20:35:37 GMT

No I haven't arranged anything except through the chat on here. I've repeatedly said the issue was with my parents landline not mine.

Re: How do I report a fault on my parents landline

ferguson — Mon, 16 Dec 2024 20:39:04 GMT

OK, clearly crossed wires and details somewhere, you can only wait now until the support team are back online tomorrow.

Re: How do I report a fault on my parents landline

Anonymous — Tue, 17 Dec 2024 06:58:43 GMT

Morning,

Apologies for the confusion, please can you add your parents name, home telephone number and an alternative contact number to your Community Profile ASAP and I will escalate this straight away. Please post back here to confirm once these details have been added.

Thanks

Michelle