I can't receive calls for 5 weeks

[Patricia400]

I haven't been able to receive calls for over 5 weeks. Numerous calls made to talk talk and NO help!! 

[Michelle-TalkTalk]

Morning,

My colleague has advised that they are continuing to chase this and they will be contacting you tomorrow with an update.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Patricia,

I'm really sorry that you haven't been contacted. I've chased the team now and asked them to provide an update on this ASAP.

Michelle

[Gliwmaeden2]

I've re-escalated your thread, @Patricia400.

[Patricia400]

Hi, I still haven't received any contact or update for my fault. I am still unable to receive calls after 7 weeks and despite lodging a complaint, I haven't had an up date to that either. Do I have to take my issues to the ombudsman "again"!!! Please escalate this further to simply fix my phone line, I was advised it should be a simple fix weeks ago. 

[Michelle-TalkTalk]

Hello,

I'm sorry for the delay. I can see that the fault has been escalated but I've asked our Faults Escalation Team if they can provide any specific timescales as to when this will be resolved and I will post back here as soon as I receive an update back.

Thanks

Michelle

[Patricia400]

Yes, we had a replacement digital voice adapter when we had a different problem back in January. When we spoke to someone a couple of weeks ago they said talktalk had "switched a button" and needed to reverse this for inbound calls to be received again! As you can see on my account we have had no end of issues since full fibre was installed in November. Please hand this to a team that can fix the issue and allow calls to come through to the landline. At present we can't even have calls diverted! We are missed urgent medical calls.

[Michelle-TalkTalk]

Hi,

Thanks for confirming. Have we ever sent you a replacement digital voice adapter? If not then I think we should send one to rule this out.

Michelle

[Patricia400]

Yes the reset has been done several times. 

[Michelle-TalkTalk]

Hi Patricia,

I'm really sorry to hear this. Can I just confirm, have you tried the below reset?

Resetting your Digital voice adapter

If your Digital Voice adapter or router has stopped working, we may ask you to reset it to check everything's working as intended. To do this:

Insert a pin or straightened paper clip into the hole labelled “Reset” on your Digital Voice adapter.
Slightly push and hold it in for up to 20 seconds; or until all the lights, apart from the power light, switch off. Once this happens release the reset button.
Factory reset of the device will take a full 15 minutes and you need to wait until the allotted time has passed for the full factory reset to be completed. After 15 minutes, check your Digital Voice adapter device and try to re-test to check if the issue resolved.

Thanks

Michelle

[Patricia400]

That particular issue did eventually get fixed, this is now a different fault. The last fault took 12 weeks to fix! Thus is not an acceptable service by anyone's standards. Let see if staff assist on here as they're doing nothing when you phone them.

[Gliwmaeden2]

@Patricia400, staff did try to help you here:

https://community.talktalk.co.uk/t5/Home-Phone/Unable-to-make-or-receive-landline-calls/td-p/3017669...

You didn't follow up then, but they could probably have got to the bottom of it by now.

It's helpful if you do keep in touch on the same thread.

Staff will be back after the weekend. Hope you get a more positive outcome. 

[Patricia400]

The grandstream lights are on. I can call out but can't receive calls coming in. Each time I call talktalk it takes one hour to run through all the steps AGAIN!!! To be told it will be escalated, told someone will call and they don't. Ever since full fibre was installed we've had no end of problems! It's impossible to get help. Looks like it'll be another case for the ombudsman!! 

[ferguson]

What are the lights on the Grandstream showing? Have you tried rebooting it?