Digital Voice 3rd time unlucky

[mikeyar]

Hi People, afraid to report the digital landline has gone down again, the third time in 3 months (the last time at the end of June 2025). So far this year from renewal of contract in March, I've been without a landline for 46 days. Usual symptoms - broadband Fibre 150 working fine but router flashing orange every 30 seconds. 

The good news is after the last event the fault was identified and the solution added to my account notes for future reference. I quote from a "RB" a Complaints Manager...

"The resolution was achieved by the Service Management Team. They used their tools to perform a resynch of both the ACS and Metaswitch, then rebooted the router to complete the fix."  

For information of viewers , the ACS refers to Auto ConfigurationServer (used to push settings remotely) and Metaswitch refers to software for Customer Premises Equipment (CPE) i.e. router.

So there we have it, some remote updating appears to dis my digital voice but the fix is known and readily available. As I don't have a landline I would be very grateful if a Support Agent could pass the report on to the SMT and they apply the fix as a matter of priority.

Thanks, Mikeyar

[Philile-TT]

Hi there @mikeyar great to know that the service was restored. Thank you for sharing the information. 

[mikeyar]

UPDATE and a "Twist in the Tail"

As promised an update following restoration of my digital landline but anyone with a similar problem beware, as this time the event history is beyond belief. You'll be aware from previous comments that this fault is the third time it has happened since March and the simple fix i.e. the resynch of the ACS and Metaswitch always got the phone working.

However, this time it was different. Having danced the dance twice in two separate phonecalls that reset the ONT and then the router three times then unplug and reconnect the phone "they" couldn't fix the fault because "they" said "the digital voice service didn't exist on my account"??  As you might expect, that last Thursday about 3pm (one week into the fault) the temperature was rising resulting in a further escalation, by email, of my complaint and total dissatisfaction of Talktalk  customer service.

Then within 30 minutes of my email there was a call to my mobile from Cindy in the Service Centre ? Apologies, My digital phone service had been removed from my account by persons unknown. I was absolutely incensed but credit to Cindy because the service was restored on Friday. So, although the fix was simple you can't fix what apparently isn't there BUT  if the phone goes down again then it's adios TalkTalk.

So viewers take heed, as they use to say in the X Files - "Trust no-one, the truth is out there" 

Mikeyar

[mikeyar]

Gosh, yet another different member of staff commenting on this thread but what's your point?

I've had an "open" fault report on the system since last Thursday which has been followed with a complaint to TT HQ yesterday, therefore, unfortunately, your suggestion has no added value.

I would appreciate it if agents checked the state of play of the issue before telling me (the customer ) what I must now do. Since the previous staff on the community forum were "removed" earlier this year it seems the policy is now NOT what the agent can do to help i.e. We'll pass your query on to the relative department  but instead, tell the customer what they must do to help themselves. The cheap option rather than good customer care.

Anyway, thanks for your thoughts and regards

Mikeyar

[sabelo-TT]

@mikeyar, we do understand however, kindly note that it's our Full Fibre team which will be able to further assist with the matter at hand. I will kindly ask for your patience when making the call as you will be able to get through to our Full Fibre advisor. 

[mikeyar]

Thankyou for your conciliatory words but your confidence in your colleagues is unfounded. On Thursday, I contacted the number as advised by Agent Kanya. I listened to a message saying "all our agents are exceptionally busy" so I requested a call-back that came 1 hour and 30 minutes later. A pleasant agent (name withheld by me) discussed the problem but said he was unable to implement a fix but would refer the fault to the Case Management Group? and I would be contacted.

On Friday at 16.20 I received a call from another agent (name withheld by me) who, obviously working from a script, took me through tests despite me pointing out the simple solution (see original previous comment). Despite my Fibre 150 broadband working fine, he reset the line by disconnecting the ONT. After it reconnected he then proceeded to reset the F5464 Router 3 times then finally asked me to remove the phone and reconnect to the router. He then said he couldn't see my phone service on my account and went offline to check my service with "Sales" who confirmed my digital voice was included on my contract. He just couldn't understand the meaning of "Voice not registered"

So after all this unnecessary action (after 1 hour) he had nowhere left to go and said the fault would be passed to a special investigation group who would call me back on TUESDAY! I informed him that I would now be raising a complaint (the third in 5 months) once more concerning the unreliability of TalkTalk's digital voice service, the inability to perform a tried and tested fix and the knowledge and so-called lack of expertise of some staff in the loop.

If I ever get a fix I'll be sure to let viewers know, 49 days and counting offline from March 1st contract renewal day. Frustration doesn't begin to describe my feelings

Mikeyar  

[Mandisa-TT]

I understand how frustrating this must be, especially after having been without a landline for 46 days this year.

To address your concern, the Full Fibre Team will need to look into your issue further. They have the expertise to assess the situation and determine the best course of action. If they are unable to resolve the problem, they will escalate the issue to ensure it gets the attention it needs.

[mikeyar]

Thankyou for your response. However, let me be sure of your meaningful communication. Can you, once again, confirm that as the first point of contact and a paid member of staff you are unable to log a fault report and despite given the detail and fix for the problem you are unable to simply pass on the information to the Service Management Team because of the design of the CMS. It make a mockery of the title Community Help and Support.

[kanya-TT]

Unfortunately, we cannot on this platform, only on voice. You can even get ahold of their chat teams below

How to contact TalkTalk Broadband

Kanya

[mikeyar]

So, you cannot simply pass on a message on my behaif. I am the customer after all.

[kanya-TT]

Hey there, @mikeyar. In order to be assist by the SMC team you will need to contact first the Fullfibre team on the details below. 

Opening Hours: 

Monday - Friday 09:00 - 19:00, Saturday 09:00 - 18:00, Sunday - Closed

03451720088

Kanya