Can't receive phone calls

[HappyDays20]

Not sure how long this has been happening but I've missed important calls for my business.

I cannot receive phone calls all I get is a "line is busy sound"

I can still use the phone to call out.

I've tried different phones into the socket but the noise is the same when receiving calls.

I've run the test but you just send a message that says with tested the line and don't show me the results of that test.

When can you fix this issue?

[Debbie-TalkTalk]

Hi HappyDays20

A temporary call divert should only be switched on if you have reported a total loss of service fault on the line, apologies if this was switched on when there was no fault.

In regards to the listing for your business, we are are a residential service. If this is a business line you would need to contact TT business to sign up for their business services.

Thanks

Debbie

[HappyDays20]

No the phone is working now, but I want to know how comes call divert was switched on without me knowing?

I was going to charged £80 for an engineer to come and view this "fault" which has nothing to do with me.

Also my listing for my business has been removed from Google because the phone line had a constant "busy tone" 

I should be charging TalkTalk for the inconvenience.

[Debbie-TalkTalk]

Hi HappyDays20

Ok this may be a temporary divert (for a fault)

I will send you a Private Message to confirm some details. If the divert is still on would you like me to remove this?

[HappyDays20]

I have the link "calling features" but there is no Call Divert box to tick?

[Debbie-TalkTalk]

Hi HappyDays20

If you log into My Account you can check there.

1. Log in to My Account
2. Select Profile & Settings from the navigation menu
3. Select My Telephone settings from the dropdown menu
4. Under  Calling features, tick the Call Divert box.
5. Select Update

[HappyDays20]

Hi

Yes but where is it switched on?

[Debbie-TalkTalk]

Hi HappyDays20

Thanks for your reply.

This should only go on if you have switched it on.

If this happens again then please let us know.

Thanks

[HappyDays20]

Hi

No I don't know even know where call divert setting are. But I just dialled #21# and switched off all and now it's working again. 

Any idea how it got turned on?, as I don't want this to happen again.

Thanks for your help

[Debbie-TalkTalk]

Hi HappyDays20

Do you have call divert set up in My Account?

To switch off "divert all calls" dial #21#

To switch off a diversion you've set up for calls you don't manage to answer within 21 seconds dial #61#

To switch off a diversion you've set up when your phone is engaged dial #67#

About Call Divert - TalkTalk Help & Support

[HappyDays20]

Ok thanks for your help!

[Gliwmaeden2]

When I last had a fault they did it for me. I don't know how automatic it was  - was set up by support and presumably I had called on my mobile!

I just remember being told to check it was removed, @HappyDays20.

[HappyDays20]

Hi thanks for the reply. I don't know where call divert is setup, I've checked in all the settings pages and can't find anything.

Or is this something BT do automatically?

Thanks

[Gliwmaeden2]

When you have a fault, they usually set up Call Divert so that you aren't stranded. You should be able to pick up the calls from your mobile if people leave messages there.

When the fault is resolved, ensure that you check that Call Divert has been cancelled, so that you don't get charged for it.

Make sure that the correct line is being checked. 

Have you put both numbers in your community profile?

Make it quite clear which is the affected line by putting the information in the Private Notes section at the end of your Personal Information in settings. SAVE CHANGES. 

Staff will be back on here from Monday, @HappyDays20.

[HappyDays20]

We have 2 landlines here with you. Why when I phone from one landline to the other it goes to mobile phone instead?

Is that some sort of call divert setup?

[Debbie-TalkTalk]

Hi HappyDays20

Thanks for confirming. Once we've confirmed security (Private Message) and received your availability then we can arrange the engineer visit.

Debbie

[HappyDays20]

Yes the BB is working fine.

[Debbie-TalkTalk]

Hi HappyDays20

If you connect the router again is the BB connection working ok?

I'm just sending you a Private Message to confirm some details so we can arrange an engineer visit for the inbound call fault.

Thanks

[HappyDays20]

Yes, but I need the internet Monday to Friday as it's for work purposes.

[Debbie-TalkTalk]

Hi HappyDays20

Ok, if the same fault is still present with 2 different phones at the test socket then the next step will be an Openreach engineer visit to the property.

Would you like me to arrange this visit for you? I will need to send a Private Message to confirm some details.

You can connect your router and phones back to your normal set up now.

Thanks

[HappyDays20]

And what am I suppose to do when connected to the test socket, to do that I have no internet and can't communicate on here.

I tried the phone in the test socket and got the same line busy tone.