topic Re: No Landline Connection in Home Phone

No Landline Connection

Number84 — Fri, 24 Jan 2025 18:09:14 GMT

So I've had no landline connection for the past month, broadband still works fine. TalkTalk said they couldn't find any fault on the line at their end, so I ended up paying for a private engineer believing that the fault was at my property only to be told that everything was fine at my end and that it was TalkTalk's responsibility. I spent ages trying to get their useless chat bots to understand my problem with no success and all their contact phone numbers are all automated and just tell me to go online and use the bots. Eventually contacted TalkTalk via their complaints email address to explain the issue and after a week they replied saying I would be contacted by a manager. Manager contacts me three days later and arranges for an engineer to come to my property and says I'll also get compensation. Of coarse no engineer ends up coming and TalkTalk now do not seem to be responding to my emails.

Anybody know of any other ways I can contact TalkTalk and actually speak to a real person? I know this has been a bit long winded but I felt I needed to fully explain the situation. I'm pulling my hair out here!

Re: No Landline Connection

Gliwmaeden2 — Fri, 24 Jan 2025 18:58:31 GMT

Staff will respond after the weekend, @Number84.

Sorry it's a slow process.

It will help if you complete your community forum profile details for Talktalk staff to identify your account. Add the landline number in Personal Information in the profile area and SAVE CHANGES.

Re: No Landline Connection

Debbie-TalkTalk — Mon, 27 Jan 2025 07:18:51 GMT

Hi @Number84

I'm really sorry to hear this.

Please can you add your name to your Community Profile, we can then run some tests on the line.

Thanks

Debbie

Re: No Landline Connection

Number84 — Mon, 27 Jan 2025 13:00:57 GMT

I have now added my name and landline number to my profile for you. Without wanting to sound too dismissive, I have had TalkTalk test the line multiple times and they keep claiming they cannot find a fault. What I really need is an engineer to be sent to my property as the fault clearly lies between the phone cabinet on my road and my property. I don't understand why this is so hard for TalkTalk to realise and get sorted.

Re: No Landline Connection

Karl-TalkTalk — Mon, 27 Jan 2025 13:09:16 GMT

Line tests are clear, so no obvious fault detected. That's not to say there is not an issue, just that the test is not picking one up.

I can arrange an engineer for you. Before booking this in, this will be an Openreach engineer. Openreach will also work to the condition, that if the fault is within your property, then you would be liable for the engineer callout.

To make sure this does not happen, we usually ask that you have tested another handset, and tested at the 'Test Socket' if you have one. Has this been done ?

Thanks

Karl.

Re: No Landline Connection

Number84 — Mon, 27 Jan 2025 13:28:37 GMT

Yes all the internal checks have been done. If you read my original post you will see that I paid for a private engineer to look for a fault at my property and none was found. He even tested the cables on the outside of my property and there was no dial tone coming from them.

Re: No Landline Connection

Karl-TalkTalk — Mon, 27 Jan 2025 13:55:01 GMT

I've sent you a PM to confirm, if you can reply to that and confirm acceptance of the conditions, we can then book this in.

Karl.

Re: No Landline Connection

Number84 — Fri, 07 Feb 2025 18:16:53 GMT

So thankfully my issue has finally been resolved and my landline connection is back working - there was a fault at the exchange and not at my property.

However I am yet to hear anything from TalkTalk with regards to the compensation I am entitled to. I'm in no doubt that I will have to keep chasing them to get this.

Does anyone know the best way to contact them to discuss this compensation claim that won't involve using the AI bots?

Many thanks.

Re: No Landline Connection

Gliwmaeden2 — Sat, 08 Feb 2025 00:21:29 GMT

You can't chase it up yet.

Information about automatic compensation is here, @Number84:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

You have to give them up to 30 days since resolution of the problem. After that, post in the billing section of the forum for staff to look into what's happening if you haven't heard anything.