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.

[Chris-TalkTalk]

Hi Nick,

It probably won't mean much to you but I resynchronised two systems. The systems can become out of sync which can cause problems

Chris

[NJR83]

Hi Michelle,

Unfortunately it has not been possible to test the line effectively as a) we have not received any incoming calls since my last post and b) the fault is so intermittent that it can be several weeks before it occurs again, without any predictability.  We also cannot recreate the problem with EE numbers not connecting as we do not know anyone who uses that mobile provider.

I will keep an eye on things and let you know when it occurs again but if you could tell me what change was made on Friday 22nd that may be helpful.

Thanks,

Nick.

[Michelle-TalkTalk]

Morning,

Can I just confirm, how has the voice service been since your last post please?

Thanks

Michelle

[NJR83]

Hi Chris,

Thanks for your reply.  Due to the extremely intermittent nature of the fault it is not possible for us to recreate it reliably so we will have to wait to observe the result of your "change" and report back to you.  Regarding the problem with the EE network we do not know anyone personally who uses it (it was pure chance that both engineers' mobiles were with that provider) so again cannot tell you if the issue has been resolved.  It would also be helpful if you could tell us just what this change is that you have implemented.

Nick.

[Chris-TalkTalk]

Hi NJR83,

Thanks for the update. I've made a change, can you please retest and let us know if it's made any difference

Thanks

Chris

[NJR83]

Hi Debbie,

Engineer Dan ( who is happy to discuss this with you or your colleagues on 07814 088 805) attended today and experienced the same issues, including no connection when dialling in from his EE mobile device.  He referred to BT engineer Dale who tested from the exchange and got the same problems (also again from an EE mobile device).  They were unable to find a fault on the line and believe there is an issue with TalkTalk barring EE devices from calling in.  As previously referenced, from our personal mobile devices which are with Lebara (Vodafone network) and family dialling from BT and even TalkTalk landlines the issue is intermittent and different in the sense that the phone rings for the caller (so not unable to connect as in the EE issue) but after two initial rings our end (in the home) it stops ringing and we cannot get a connection when we answer it.  The telephone engineers had no explanation for this original issue but felt that the EE fault was related to TalkTalk putting a bar on calls from that network and that we need to refer both issues back to you.  Whilst the EE fault is more obvious and easily replicated our main concern is the ability to receive calls from ourselves and family consistently. Hopefully the above may give you more to go on to resolve this.

Nick.

[Debbie-TalkTalk]

Hi Nick

Thank you 🙂

Debbie

[NJR83]

Thanks Debbie, that's fine.  We look forward to seeing the engineer on the 22nd.

Nick.

[Debbie-TalkTalk]

Hi Nick

We've arranged the Openreach engineer visit for 22/12 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks again.

Debbie

[NJR83]

Thanks Debbie,

AM or PM depends on the day.   If not tomorrow (21/12) or Friday (22/12) we are not available until the new year (2/1 onwards).

Nick.

[Debbie-TalkTalk]

Hi Nick

Thanks for your reply.

When would you be available for a visit AM and PM?

[NJR83]

Hi Debbie,

We do have last caller barring activated but did not block the engineer's number (because we didn't know it, or him).  It also does not explain why some people, including our own mobiles, sometimes cannot get through but at other times can.  I'm afraid it will require another call-out and by needs be a full & proper BT Openreach engineer who can access the local exchange to check the equipment there.

Nick

[Debbie-TalkTalk]

Hi Nick

I'm really sorry to hear this.

We don't block calls unless you have added and activated last caller barring etc How to Block a Number | Call Blocker - TalkTalk Help & Support

If the fault is still present then we will need to arrange another engineer visit, I'm really sorry about this.

[NJR83]

Hi Debbie,

The engineer's just been.  He couldn't find any fault on the line dialling out but when he tried calling our number from his mobile (EE) he couldn't connect (cut off tone) both from inside the property and from the bottom of the pole outside.  He thinks that maybe some sort of a block has been put on the line stopping some calls from getting through but as a contractor is unable to get into the Maidstone exchange to check the equipment himself due to "high security" and needs a BT (Openreach) engineer to do so.

Nick.

[Debbie-TalkTalk]

Hi Nick

Sorry for the delay.

I've arranged the engineer visit for 20/12 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Nick

I'm so sorry to hear this.

The line test is clear, no faults detected.

I'm just sending you a Private Message to confirm some details so we can arrange an Openreach engineer visit.

Thanks

Debbie

[NJR83]

Hi Debbie,

The same inbound call fault is still manifesting itself on a very intermittent basis; some callers (with new phones) have reported crackling on the line too.  I have tried several different phones at my end with no result.  I think we need to arrange for an engineer to come out and have a look, please.

Many thanks, 

Nick.

[Debbie-TalkTalk]

Hi Nick

Thank you 🙂

Debbie

[NJR83]

Yes there is a returns bag so sending it back should be no problem, thanks.  I will let you know if I experience the inbound call fault again.

[Debbie-TalkTalk]

HI Nick

Yes please and apologies that this was faulty. Did you receive a returns bag?

Please let me know if you do experience the inbound call fault and I will send you a Private Message to confirm some details so we can arrange an engineer.