Elderly parents have no landline - 8 days so far

[DB2212]

Hi,

I am trying to get help for my parents, both in their 80's, who haven't been able to make or receive phone calls for over a week.
My father has tried using the automated bot for help but finds himself going round in circles and achieving nothing.
He has managed to speak to a human being, but the caller hung up on him before the problem was resolved.
Today, I managed to run a fault test online and it showed there is a fault - REP-13551902.

Why is this so difficult to report for elder1y people who aren't "tech savvy" in the slightest.

It's disgraceful that an elderly couple aren't getting the vital service that they're paying through the nose for.

Is there anyone here who can help resolve this farce?

[Debbie-TalkTalk]

Hi Doug

Unfortunately we need to confirm these details (security) before we can arrange an engineer visit.

[DB2212]

I'm sorry, I am leaving my home just now and won't have access to emails until the end of the week.
I'm sure my parents (dad turns 86 on Sunday, in case you're interested) can live for a 3rd week without the services they're paying for

[Debbie-TalkTalk]

Hi Doug

Ok, I can arrange the TalkTalk engineer visit with yourself if your parents have set up a telephone password in My Account.

I'm just sending you a Private Message to confirm some details.

[DB2212]

Same condition as I mentioned last Tuesday

[Debbie-TalkTalk]

Hi Doug

Were you able to check the master socket?

[DB2212]

Good morning Debbie,

No further progress - they still only have one working phone.
Any progress on the engineer you mentioned last week?

Doug

[Debbie-TalkTalk]

Hi Doug

How are you getting on?

[Debbie-TalkTalk]

Hi Doug

Thank you 🙂

[DB2212]

Thank you Debbie, I'll pass this on to them.

Doug

[Debbie-TalkTalk]

Hi Doug

If there is a fault with the faceplate and internal wiring then we can look to arrange a TalkTalk engineer to take a look at this.

Thanks

[DB2212]

I'll try to get over to see them later this week and look again. When I looked at it last week, it felt as if one of the clips had broken on one side. BUT, as I said, it's been like this for many years

[Debbie-TalkTalk]

Hi Doug

If they are hard wired into the face plate then this may have become loosened.

Would it be possible to check if the faceplate can be connected securely?

[DB2212]

I don't think they asked them to do that.
After the initial fault occurred, I had a look at the main socket and noted that the faceplate didn't fully clip on to the wall mounted part, but my father assured me that it had always been like that.

[Michelle-TalkTalk]

Good afternoon,

Thanks for confirming. Usually the extension sockets would only stop working if the engineer removed/disconnected them from the main socket within the property. If the main socket has a dial tone and the extension sockets no longer work then it sounds like a possible internal wiring fault has developed.

Just a thought, did any of our technical team ask your parents to remove the faceplate from the main socket to test at the test socket as this would stop any extension sockets from working?

Thanks

Michelle

[DB2212]

Hi Debbie, the Openreach engineer worked in the street but did not attend my parent's property.

Doug

[Debbie-TalkTalk]

Hi Doug

Before I raised the fault for you, did an engineer attend at the property?

[DB2212]

Corded and cordless.
Presumably there are extension sockets, but they're the same sockets that all worked 2 weeks ago

[Debbie-TalkTalk]

Hi Doug

Thanks for your reply.

Just confirm, are they using cordless phones? Are there extension sockets at your parents house?

[DB2212]

Hi Debbie,

Thanks for the update.
I have just spoken to my parents and they have mixed news. They finally have a line that receives and makes outgoing calls, but on only one of their 4 phones. All 4 phones worked prior to this fault, now they only have 1 working phone.

Doug

[Debbie-TalkTalk]

Good Morning Doug

Openreach have now closed the fault as resolved. Is everything working ok now?

Thanks

Debbie