Can't make or receive calls

[wjsd7]

Since yesterday I noticed an unusual continuous tone when picking up the receiver. I dialed a number, but it wouldn't connect. I've also tried phoning my home number from a mobile, but it won't ring. My router tells me, voice ports: not registered. I tried a different phone, same result. Ran ring test in router, this revealed nothing. Restart router, nothing changed. Ran some online tests from my talktalk account, problem found, but no further updates as of yesterday. I clicked on "Contact our team" but this link din't open.

"Our tests have shown a potential issue with your Fibre Connection box (ONT). To try and resolve this, please can you make sure your Fibre Connection box is switched on and that it's connected to your router/eero.

Once this has been checked, if you're still experiencing issues, please click the ‘contact our team’ button for further help

We’ve opened a case

Updated: 20:04 on 23/05/2025

We’ve opened a repair case to investigate any potential issue with your connection.

We’re looking into it and should have an update in the next 5 minutes.

Come back to this timeline to see all future updates on your case."

[wjsd7]

As of the last hour my phone is working.

[nambuso-TT]

@KeithFrench and @fr8ys  thank you very much for the support.

[wjsd7]

Thanks again Keith and fr8ys. At least I now know it's not my equipment's fault. I didn't think to look at the service status page, something for me to consider in the future. I too hope it won't take long to fix the issue, I'm sure it won't if it's affecting multiple customers. I'll wait until the service returns to normal and mark as solved.

[wjsd7]

Thanks for your input Keith. That's correct, Wi-Fi Hub 2. Everything else appears to be working normally, even the indicating lights on the modem (ONT) are lit up as they usually are. Thankfully internet isn't affected. Periodically, the light on the router blinks twice white, then once orange. Could be running tests, or it's indicating a fault. I don't know. I'll have to dig out the manual to see what this means. 

Thanks again for your help.

[KeithFrench]

Hi @fr8ys 

That's great, it wasn't on there when I checked about 10 mins ago, so it must be very recent.

[fr8ys]

Hi,

This is affecting many users and is now on the service dashboard.

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

I suggest you keep an eye on this for a resolution.

Hope its not to long before being resolved.

[KeithFrench]

Hi @wjsd7 

I think that the best way to handle this is for you to try calling the Full Fibre Helpdesk on 0345 172 0074. Their opening hours are Monday - Saturday 08:00 to 21:00, Sundays 08:00 to 19:00. Please stress that this is affecting multiple customers, I don't know how many as yet.

[KeithFrench]

It sounds like you have the Wi-Fi Hub 2, not an eero. This sounds like a system-wide failure, as I have just found out that mine does not work either. I will try & raise this to TalkTalk via a contact I have, to see if this can be looked at over the weekend. However, I can't make any guarantees that the person I will email at TalkTalk in a moment will pick this up, as she is not due back until Tuesday.