Home phone not working, no dial tone, support staff useless.

[Trooper9]

Yesterday I spent one and a half hours on mobile phone to two different alleged technical support engineers. They were informed that there was no dial tone and that I had connected a simple corded telephone to the line and that I could only hear low level electronic noise. Eventually after running tests on the line I was told that the tests showed that there was no problem with the lines to my house so the "device's operating system could need updating by the vendor".  A simple corded telephone? They could not understand this. I suggested that the problem was probably with the Open Reach exchange but all I got back was the same answer, update the device!

Is there anyone I can call other than these clowns?

[Karl-TalkTalk · Accepted solution]

Hi @Trooper9 

Glad this has now been resolved for you.

Regards,

Karl. 

[AllyM]

Are you sure it wasn't an Openreach Engineer?

[Trooper9]

An OutReach engineer came this morning, tested the line and guess what? The fault was in the Exchange as I'd originally suggested. Phone now working. Thank you Karl, Chris and Michelle of the support team.

It's a shame the original clowns (Indian call centre???) wouldn't listen but insisted that my corded basic handset need a software update 😂

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Trooper9]

Thanks Karl, apologies for earlier, Dave 

[Karl-TalkTalk]

Hi

I've amended the booking to Wed 14th AM (8-1).

Thanks  

Karl. 

[Trooper9]

Hi Karl, sorry about this but I've just found out that my wife has a hospital appointment at 1100 on tuesday morning, any other day is fine. Being severely disabled I cannot put this hospital appointment off.

[Karl-TalkTalk]

No Problem 🙂

as long as we can get the fault fixed for you, that's what matters.

Karl 

[Trooper9]

Hi Karl, Thanks. Apologies for various previous mistakes in messages, I'm new to this forum and so far I'm finding it confusing. It definitely 

isn't as user friendly as other forums I'm in. Dave

[Karl-TalkTalk]

Hi

Engineer has been booked for the earliest appointment available.  Tues 13th Aug. AM (8-1).

Thanks  

Karl. 

[Trooper9]

Charges ok if he finds anything wrong in house. Previou day notice is ok.

[Trooper9]

Sorry, finger trouble, 8am to 1pm is ok.

[Chris-TalkTalk]

Sorry but the AM time slot is 8am to 1pm (not 8-11). How much notice do you need (we can usually get an appointment next working day or the working day after)?

Could you also confirm that you accept potential engineer charges

Thanks

Chris

[Trooper9]

OK, 8 - 11 but I need to be notified in advance as I have a disabled person in the house.

[Chris-TalkTalk]

Hi Trooper9,

The type of engineer that we book (appointed or non-appointed) depends on the line test results, if the line test passes then it's always an engineer visit to the home.

The appointment slots are 8am-1pm and 1pm-6pm, I'm sorry but we can't narrow it down any further

Chris

[Trooper9]

Any morning 9-11 but I really think that as the line tests are ok that the telephone exchange should be checked first to avoid an unnecessary visit.

[Michelle-TalkTalk]

Hello again,

Thank you. I've run a few different tests on the line now which are all clear. If there is still no dial tone at the test socket with 2 different phones and all other equipment removed from the line, then we'll need to book an engineer to visit your property.

Please can you confirm that you accept potential time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can book the next available visit for you.

Thanks

Michelle

[Trooper9]

Profile updated as requested.

[Michelle-TalkTalk]

Hello,

Please can you also add your home telephone number or account number to your Community Profile and confirm here once this has been completed.

Please do not post any personal information on the Community.

Thanks

Michelle

[Trooper9]

Hi Chris, my profile is updated as requested.