[FIXED] No service

[pgjenn]

Could someone run a line test please? (Just when I went on holiday the phone went dead but I didn't have time to report it. I'm back at home shortly and would like it to be working again!)

[Chris-TalkTalk]

Hi pgjenn,

Glad to hear that you've got it sorted, thanks for letting us know

Chris

[pgjenn]

Update: My son has fixed it. Let's just say he was "scathing" about the Openreach engineer.

No further action needed. Thanks for your help.

[Debbie-TalkTalk]

Hi pgjenn

The router and phone would both connect at the test socket using a microfilter.

If you would like to go ahead with an engineer visit then please let us know.

Thanks again.

[pgjenn]

Not really, because the router plugs into faceplate, so we'd be without internet. I hate to play the "vulnerable" card, but please remember I'm 90-something years old.

In any case, the faceplate is Openreach-provided equipment. If it's faulty, I expect Openreach to replace it. I remind you that your previous Openreach engineer failed to properly investigate the problem (albeit wonderful that he turned up on a weekend).

But, for now, please hold off on working this case. My son is visiting this afternoon and he's going to take a look at the socket.

[Debbie-TalkTalk]

Hi pgjenn

Would it be ok to take the face plate off the master socket and monitor the line/connection at the test socket for a couple of days?

If the fault does not occur when connected at the test socket then this would prove the fault to be with the faceplate. Openreach only maintain the line up to the test socket.

[pgjenn]

@Chris-TalkTalk asked for my phone number or account number, both of which are already in the profile

[ferguson]

Did you reply to the PM from Chris? The support team won't be back online until the morning. 

[pgjenn]

How are we getting on with this please?

[pgjenn]

Answers:

• As I said, the previous engineer said there was a problem with the socket, but didn't fix it. If you need to tick a box, then yes (but not really).
• Any time except Friday PM.
• No mobile, sorry. The alternative number in the profile is my son's

My phone and account number are set in the profile.

[Chris-TalkTalk]

OK thanks. Line test is clear so if you'd like us to arrange an engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

[pgjenn]

Yes. No wired extension sockets.

[Chris-TalkTalk]

Hi pgjenn,

Is this the only telephone socket in your home?

Chris

[pgjenn]

Hope this works for you. Hard to get a clear shot because of the location:

[Debbie-TalkTalk]

Hi pgjenn

Could you post a photo of your master socket on this thread (in your current set up)

[pgjenn]

Debbie, yes and I have full service at the moment, but jiggling the master socket interrupts it. 

The previous Openreach engineer "fixed" the problem but didn't really fix it, if you see what I mean. Great service coming out on a Saturday, but not so thorough!

[Debbie-TalkTalk]

Hi pgjenn

Just to confirm, do you have dial tone if you connect directly at the test socket? (with the face plate removed)

[pgjenn]

@Debbie-TalkTalk, unfortunately, it's happened again. I managed to replicate what the Openreach guy did: Pull the front off the master socket and reseat it.

The line is back for now, but the connection at the socket or the socket itself is intermittent—we've not touched it for years (other than just now to fix the problem). Could you or @Michelle-TalkTalk please send out another OR engineer to replace or repair?

[Debbie-TalkTalk]

Hi pgjenn

I'm so glad to hear that this fault has been resolved, thanks for letting us know 🙂

Debbie 

[pgjenn]

Great news: An Openreach contractor turned up this morning and found/fixed a fault in the master socket itself.

Thanks so much for your help getting this done so fast!

[Michelle-TalkTalk]

Morning,

We've re-checked for an update now and the fault is still under investigation with the line engineers at the moment. We'll continue to monitor for updates on the fault.

Thanks