Faulty landline - Phone only rings twice

[NJR83]

Good afternoon,

My TalkTalk landline has recently developed a fault whereby the phone only rings twice on an incoming call and then stops.  However the calling party still hears ringing until the answering service kicks in (and my phone allows me to still see the caller's details) but if I attempt to pick up after the 2 rings I cannot connect the call and hear nothing.  I have tried replacing the ADSL filter and swapping around various phones but the problem persists.  I understand this is a known issue, possibly with the exchange, and would appreciate your assistance in rectifying it please.

[NJR83]

OK Debbie, thanks.  Do you want me to return the new router?

[Debbie-TalkTalk]

HI Nick

Ok, if the intermittent inbound call fault is still present then we will need to arrange an engineer visit to the property.

Thanks

[NJR83]

There is a flashing orange light on the router, yes.  It never turns white.

[Debbie-TalkTalk]

Hi NJR83

We did see an issue where the light on the front of the router failed to come on but it still connects.

Is there no white light at all on the front of the hub? Or is it flashing red/orange?

[NJR83]

I only received the router (exactly the same as the old one) and its associated wiring (ethernet, broadband and power) plus an ADSL filter (again same as the ones I already have).  Nothing else.

[Debbie-TalkTalk]

Hi NJR83

That's strange. Did you receive the Sagemcom WIFI hub?

[NJR83]

No effect.  Have tried resetting the Openreach router as well.  No effect.  LAN light does not come on however long I leave it and internet does not connect.  I plug the old router back in and everything works perfectly.

[Debbie-TalkTalk]

HI Nick

Could you try factory resetting the new router using the pin hole reset for ten seconds?

[NJR83]

OK, I have just tried setting up the new router as per the instructions, using the new cables and filter as requested (in EXACTLY the same sockets) and it doesn't connect to the LAN (i.e. the LAN light on the Openreach router does not illuminate).  I plug the old router back in (still with the new cables/ filter)and it works perfectly, I get the internet no problem.

[Debbie-TalkTalk]

Hi Nick

Great, thank you 🙂

Debbie

[NJR83]

Hi Debbie,

Yes thanks; it arrived yesterday afternoon and I am just trying to set it up now.  I will let you know how it goes.

[Debbie-TalkTalk]

Hi Nick

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Nick

No problem 🙂

Thanks

Debbie

[NJR83]

OK Debbie; thanks again.  Will do.

[Debbie-TalkTalk]

Hi Nick

The router is on its way, please allow 24-48hrs for this to arrive.

Please can you use the new cables and filter too. Let us know how the connection/line compares.

Thanks

Debbie

[NJR83]

Hi Debbie,

OK, I understand - that would be fine in the first instance, thanks.

Nick.

[Debbie-TalkTalk]

Hi Nick

Thanks for your reply. It would be a WIFI hub to replace the current (black) TalkTalk router. Will this be ok?

[NJR83]

Hi Debbie,

Thanks for your reply.

I have several unused (unopened) filters which I have tried without success but if you want to send a new router just to eliminate that first I have no problem with that.  However just to clarify - I have two routers, a black TalkTalk plugged into a white Openreach.  Which one(s) would you be sending?

Thanks again,

Nick.

[Debbie-TalkTalk]

Hi NJR83

Thanks for doing the test calls.

I'm wondering if the fault could be caused by the router or filter. Would you like me to send a replacement router and filter just so we can rule this out before arranging an engineer visit?

[NJR83]

Hi Debbie,

Sorry, for some reason I have only just been able to see your message from 45 minutes ago regarding an Openreach engineer's visit.