Can make calls but can’t receive calls

[Andii]

Hello since Saturday I am able to make calls but cannot receive calls. The phone will just continously ring out from the caller's end if someone tries to call me but nothing happens from my side. 

My internet is fine.  

[kanya-TT]

Hey there, @Brianshields. How are you? hope you good. Is possible that you start you own Thread so that we are able to assist you.

Kanya

[Andii]

Hi my phone is fine now. It's not me asking for help. Looks like someone else may have hopped onto my post? 

[kanya-TT]

Hey there, @Andii. We will have to run checks for you. Are you at home at the moment?

Kanya

[Brianshields]

no as i’m here at all times , i have a mobile 

[Brianshields]

help andy i can’t seem to ring out on my home phone or receive calls , i do have a dialling tone ?

[kanya-TT]

Thanks, have a good night, we'll see you tomorrow. 

Kanya

[Andii]

Ok thanks

[kanya-TT]

No problem, let's wait for the engineer's update and the resolution of the issue tomorrow. After that, we can run checks for you again since the problem hasn't been fully resolved yet.

Kanya

[Andii]

I'm not sure. Like I say he said everything is fine so I assumed the fault was fixed.

[kanya-TT]

Well, he didn't close the fault either, most probably because he might have known they need to comeback. 

Kanya

[Andii]

We checked everything before he left and it was working so I assumed the problem was resolved. He didn't mention any follow up. 

[kanya-TT]

Hey there, Andi. We have received an update from the Openreach team, they have advised that the fault is still in progress and the engineer will pick up the job again, they have also advised that we come back for a final update on the 16/05/2025. So we advise you to come back tomorrow and if the issue is still not resolved we will have to run checks for you. 

Kanya

[kanya-TT]

Hey Andi, so the fault show that it is still in progress, may I ask did the engineer advised that they would close the fault as result of it being resolved as per his words or it was a matter of one of the issues resolved and more was to follow? 

Kanya

[Andii]

No the Internet is fine. It disconnected a few times today but I assume it was because the work was being carried out. In regards to dialing out, the first time I try to make a call the line just has a buzzing noise with no dial tone but if I then hang up and redial I will get a dial tone. I cannot receive any incoming calls. 

[siphosethu-TT]

Hi there @Andii, is this also affecting your internet in any way? Thanks

[Andii]

Hi really don't know what's happening with this issue. Engineer came and said issue is resolved, he had to do some work outside. We checked everything before he left and phone was working. Phone was ok for a couple of hours but same problem happening again now. 

[sabelo-TT]

Pleasure. I will also do a follow up on this for you and also check with you 🙂 

Thanks

[Andii]

Ok thank you 

[sabelo-TT]

@Andii, thank you for your patience. 

Upon further checking on my end, I can confirm that an engineer did attend to resolve the issue however works are currently not done as this matter has been escalated to a higher team by Openreach whereby the engineer will also attend to tackle the fault for a better resolution. 

Timescale given on this escalation will be the next 24-72working hours as you will also receive confirmation via text once the matter has successfully been resolved. 🙂 

Thanks. 

[sabelo-TT]

@Andii, thank you for this as I will further check on this matter for you with investigation on my end. 🙂