Phone Line Faulty or Not

[Ganger]

I ran a line test today because some phone calls have have not rung and some that do get answered are of poor quality sound. The result of the test was a fault had been found. TalkTalk Ref: -15188560 I then ran the further test and the result stated we were unable to find a problem. What do I do now?

[Michelle-TalkTalk]

Hello,

I'm glad to hear this and thanks for confirming.

Thanks

Michelle

[Ganger]

I have received the returns bag and posted back to you today. Thanks for your help.

[Ganger]

Thank you.

[Chris-TalkTalk]

Hi Ganger,

I've ordered a returns bag, it should be with you within a couple of working days. If you do need any further assistance just let us know

Chris

[Ganger]

Thank you.

[Gliwmaeden2]

Staff can send you a returns bag, @Ganger  - they will pick up your latest post after the weekend. 

[Ganger]

Yes, thank you. Everything now seems to be fine. But I can't say for sure about the phone line as the problem was intermittent. We only became aware of the phone problem when someone asked us if we were in, because we hadn't answered their call. I have run a line test and no problem has been detected. So I would be happy to close the problem. What do I do with the older router? There was no bag to return it. Thanks.

[Michelle-TalkTalk]

Good morning,

Has the replacement router arrived yet?

Thanks

Michelle

[Ganger]

Thank you, much appreciated. 

[Gliwmaeden2]

They usually send an email when it's left the depot / out for delivery, @Ganger, though might use a text.

Then you just track it on the Royal Mail website.

[Ganger]

O.K. Thanks.

Just one last query. How do I track the new router?

[Chris-TalkTalk]

I'd see how it goes with the new router. Please let us know how you get on

Chris

[Ganger]

Thank you for your reply.

Not being technically minded, I don't understand why when I run the test in BOTH sockets I get a problem detected, you don't.

[Chris-TalkTalk]

Hi Ganger,

Removing the face plate while running the test just removes the faceplate and any extension wiring from the test. If the test then passes it points to an issue with the faceplate/internal wiring

Chris

[Ganger]

Thank you for that.

I am still confused about the line test. If using the test socket for a line test does that not test the external line and the normal socket tests internal lines?

[Karl-TalkTalk]

Hi

A router has now been ordered for testing.

Regards,

Karl. 

[Ganger]

Yes please. That would be a good idea because as well as the phone not ringing, I did notice that around that time the wi-fi signal fluctuated quite badly at times on my laptop and kindle. I really find it confusing that the line test here, connected in the test socket, keeps finding a fault. Isn't the line test in the test socket to test the line from the house to the exchange? 

[Michelle-TalkTalk]

Hello,

Does this only happen when the router is connected? Would you like us to replace the router to rule this out?

Michelle

[Ganger]

I have just run another line test in the test socket with only the microfilter and router connected and once again a fault was detected (Rep:15205027). When I reconnect the phone how can I be sure phone calls will get through?

[Michelle-TalkTalk]

Morning,

Thanks for the update. I've re-run the line tests as requested and they are both clear.

Michelle