Incoming and outgoing calls are dead

[Namdie]

Hi,

Since Monday 6th we have had no ability to call or receive calls on our landline, everything works and shows as working, has been checked through and through but once the call is answered on either end there is zero sound coming through to either side. 

I have tried raising this but the chat bot has been busy every evening and no luck putting me through to customer service...

Judging by the other posts this an openreach issue, can I get this raised? My profile has been updated for ease of this issue too.

Thanks

[Karl-TalkTalk]

Hi

Glad to hear this has been resolved for you,

Regards,

Karl. 

[Namdie]

Hi Michelle,

They have been and all is now resolved, thank you for your help and following up, greatly appreciated!

Best,

G

[Gliwmaeden2]

@Manxman3, you have posted on another customer's thread which is still in the course of being resolved. 

If you have a problem that needs staff support, please return to the message board and click on start a topic to begin your own thread. 

Staff only respond to the original poster. Interrupting this support thread to make your own complaint really is not helpful. 

[Manxman3]

Much better if they had an email address and staff to deal with things promptly. The BOT and all other methods are just annoying.

[Manxman3]

We have had this issue for several days and possibly longer. It was reported on Sunday and that in itself was a test of patience and and frustration levels. Talk Talk make it as difficult as possible to have a human to help. The BOT (like everyone I've tried is a trial), the human then needed to know everything else I had already done. Why can't there be an email address so that 'we' the customer has a record/paper trail of all that is being done. This is a communications company so you would reasonably expect them to make it easy. I have just come off my mobile and as usual jumped through hoops as they couldn't use the ref fault number I had. I was on hold for over 15mins while they spoke to BTOpenReach who are supposed to ensure the system is working. Surely these days with tech any fault would automatically be flagged up. I could go on suffice to say I am not a fan of either. Apparently the phone will be fixed today, the engineer has been on his/her way since Sunday! Heaven knows where they come from.

[Michelle-TalkTalk]

Morning @Namdie 

Can I just check if the team have been in contact since my last post please?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

Thanks for confirming. I've passed this straight over to our Faults Escalation Team now and I will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[Namdie]

All tried on the resetting, have cleaned and checked all connecting cables and ports, even tried swapping the current phone with an older phone and all remains the same for the voice...

Thanks!

[Michelle-TalkTalk]

Good morning,

Thank you for confirming. Have you tried the below?

Resetting your Digital voice adapter
If your Digital Voice adapter or router has stopped working, we may ask you to reset it to check everything's working as intended. To do this:

Insert a pin or straightened paper clip into the hole labelled “Reset” on your Digital Voice adapter.
Slightly push and hold it in for up to 20 seconds; or until all the lights, apart from the power light, switch off. Once this happens release the reset button.
Factory reset of the device will take a full 15 minutes and you need to wait until the allotted time has passed for the full factory reset to be completed. After 15 minutes, check your Digital Voice adapter device and try to re-test to check if the issue resolved.

Thanks

Michelle

[Namdie]

Good morning Michelle,

Thank you for the follow up, we are using eero with digital voice adapter. Also to note we had an electrical outage underground for the street for 11 hours prior but the phone was working briefly after it was resolved and then the voice stopped completely, not sure if the power outage would also be related.

Thanks!

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. Are you using an eero with a digital voice adapter or the Wifi Hub2 with the voice port on the back please?

Thanks

Michelle

[Gliwmaeden2]

Staff will not be back on here before Monday, @Namdie.

Check opening hours for speaking to Talktalk directly on 03451 720088 if you can reach them on a mobile, or work through the initial Chat bot to reach live support:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529