topic Re: Crackling on home phone line and unable to use online line checker as it crashes. in Home Phone

Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Mon, 02 Jun 2025 14:26:23 GMT

Hello,

I have had a crackling on the home phone line for some time now and when trying to use the online line checking tool it tells there is a fault and that it needs further checking/investigation and that it will take 5 minutes. When I try to use this further link it immediately crashes and gives the message "We've run into a problem. We're working hard to resolve this issue" etc. etc. etc.

The phone line is unuseable because of this noise issue, and yes I have used several handsets and the problem is still there.

The noise is on both incoming calls and ouitgoing calls.

Please assist me.

Michael

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Mandisa-TT — Mon, 02 Jun 2025 14:33:21 GMT

Hi @MichaelT* thank you for bringing this into our attention, I will be able to run checks on your phone line to get a resolution to your issue, are you at home to proceed?

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Mon, 02 Jun 2025 15:34:00 GMT

I am at home now and the line seems to be permanently engaged.

My apologies I did not know that I had to refresh the page to see a reply.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 14:15:10 GMT

Thank you for getting back to us @MichaelT* Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:17:19 GMT

Hello Phili, No I don't

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 16:22:35 GMT

Are you currently at home?

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:26:00 GMT

Yes i am

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 16:26:40 GMT

Okay, can you tell me what issue you're having with your telephone service, please?

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:27:32 GMT

I have had a crackling on the home phone line for some time

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:29:45 GMT

In its current condition it is impossible to make or receive any phone calls and understand what the caller is saying or for them to understand me.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 16:30:42 GMT

Are you having issues with your internet/broadband?

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:31:59 GMT

I don't think so, it sometimes is a bit slow, but that is I suppose the nature of the internet. But it appears to be fully functional.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 16:33:20 GMT

Please describe what you can hear when you try to use the phone?

- Silence

- Noise on the line

- Intermittent Dial Tone

- Consistent Engaged Tone

According to the information you have advised it is crackling, so would you say noise on the line?

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:35:45 GMT

I hear a persistent crackling noise and the phone makes the sound as if it is constantly engaged. The engaged tones disappear as soon as I start dialing a number and the call goes through to the other person.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 16:36:51 GMT

So, you would say it consistent engaged tone?

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:37:56 GMT

Yes, constantly engaged tone until I dial a number with persistent noise.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 16:39:08 GMT

And you have confirmed that the issue has been ongoing and it still there?

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:39:54 GMT

Yes it is still here.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

Philile-TT — Tue, 03 Jun 2025 16:40:38 GMT

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Re: Crackling on home phone line and unable to use online line checker as it crashes.

MichaelT* — Tue, 03 Jun 2025 16:41:10 GMT

OK, thank you