topic Re: Landline not working for a week in Home Phone

Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 11:01:23 GMT

On Tuesday 11th I reported my landline dead. An Openreach engineer was booked for Friday 14th in the morning. On Thursday 13th the phone line went active and the engineer cancelled. The next day (Fri 14th) the phone was dead again. I replied to the engineer text and the appointment on the Fault timeline was changed to afternoon of Friday 14th. No engineer arrived. This was case number REP 16199350.

This morning (Monday 17th) all record of my case had disappeared from the timeline. I phoned again and a new case opened REF 16216333. All required on line chat goes round in circles as the socket has been checked and is dead.

Please can someone help me and arrange for an engineer to sort this out?

Re: Landline not working for a week

Mandisa-TT — Mon, 17 Nov 2025 11:14:42 GMT

Hi @Marg2Wok Thank you for reaching out and providing the details of your situation. I sincerely apologize for the inconvenience you’ve experienced with your landline and the confusion regarding your case.

I’ve reviewed your account and noticed that you’ve conducted some checks on your end, indicating that further testing is necessary. I can perform additional checks for you. Are you at home so we can proceed?

Re: Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 11:19:30 GMT

Yes, I am.

Re: Landline not working for a week

Mandisa-TT — Mon, 17 Nov 2025 11:21:16 GMT

Great! 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: Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 11:25:08 GMT

Re: Landline not working for a week

Mandisa-TT — Mon, 17 Nov 2025 11:27:41 GMT

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 11:28:58 GMT

Yes

Re: Landline not working for a week

Mandisa-TT — Mon, 17 Nov 2025 11:31:14 GMT

Thank you, just to confirm your issue, you are unable to make and receive calls from your landline?

Re: Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 11:34:52 GMT

yes

Re: Landline not working for a week

Mandisa-TT — Mon, 17 Nov 2025 11:36:31 GMT

Thank you, just to confirm you are only having an issue with your landline and your broadband is working fine?

Re: Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 11:37:19 GMT

Yes

Re: Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 11:38:28 GMT

yes

Re: Landline not working for a week

Mandisa-TT — Mon, 17 Nov 2025 11:39:12 GMT

Thank you, Could you please confirm whether your telephone is properly connected to the master socket?

Re: Landline not working for a week

Marg2Wok — Mon, 17 Nov 2025 17:13:24 GMT

yes

Re: Landline not working for a week

Philile-TT — Tue, 18 Nov 2025 06:57:03 GMT

Have you tested your phone in the test socket before reaching out to us?

Re: Landline not working for a week

Marg2Wok — Tue, 18 Nov 2025 07:50:04 GMT

Yes, twice

Re: Landline not working for a week

Philile-TT — Tue, 18 Nov 2025 07:55:21 GMT

Which type of telephone do you currently have connected?

Corded or Cordless

Re: Landline not working for a week

Marg2Wok — Tue, 18 Nov 2025 07:58:04 GMT

Corded

Re: Landline not working for a week

Philile-TT — Tue, 18 Nov 2025 07:59:03 GMT

The line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

incorrect filter setup
old, worn or damaged wiring
use of an extension cable between the master socket and the router
connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected, I'll be able to tell you if an engineer is required or whether there are issues, I can investigate with you through further checks.

Re: Landline not working for a week

Philile-TT — Tue, 18 Nov 2025 08:01:12 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.