Incoming landline call problem

[Mitch-in-Notts]

Incoming calls aren't ringing on house phone. All that happens is that the landline phone pings once but doesn't ring. If I answer the landline 'ping' and speak nothing can be heard by the caller. We have tried two entirely different phones and neither will ring.

Outgoing calls are fine.

Calls can be heard as ringing on the callers phone, but aren't ringing on the actual landline. We don't have call divert or anything like that on the landline phones.

Thank you.

[Mitch-in-Notts]

Hello Chris,

I spoke to someone online this evening as directed by a text message today. The network team rang at 11.55am today twice. Unfortunately they rang the landline which we can't answer, rather than my mobile. They seem to be under the misconception there is a broadband fault. I clarified(by chat) the fact it is the landline. I have been told I will get a phone call on Tuesday 17th 12noon-2pm. I hope this is sorted by 930am on Wednesday 18th as my 86 year old Father is getting a landline call(he doesn't do mobiles) from the hospital - they had the call booked for Wednesday 4th but of course he missed it.

Please note that there is another poster on here with an identical problem at the SAME telephone exchange - see https://community.talktalk.co.uk/t5/Home-Phone/Landline-faulty/m-p/3063916#M161009  Could it be something has tripped at the telephone exchange following recent power cuts?

Mitch

[Chris-TalkTalk]

OK thanks. I'll ask our network team to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[Mitch-in-Notts]

Morning Chris,

No the phone is still not working this morning. 

Thanks

Mitch

[Chris-TalkTalk]

Hi Mitch,

I can't see any indication that anything has changed at our end. Could you just confirm that its still not working and I'll ask our network team to take a look

Chris

[Mitch-in-Notts]

Hello,

The Open Reach engineer has been this afternoon and there is no fault on the line. She says it must be something that TalkTalk have done. Any suggestions?

We lost the incoming landline service on the 29th August following a series of power cuts that morning. Has something been knocked out of place at your end? - it is almost like you have put our landline calls on Call Divert and are just 'pinging' us a notification that we have a missed call rather than connecting the call. The outgoing calls are fine.

Thanks

Mitch

[Michelle-TalkTalk]

Good afternoon,

How are you getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Thanks for the update and we'll check back in with you on Thursday.

Michelle

[Mitch-in-Notts]

Thanks Chris, Will do and I have now confirmed the appointment with openreach. Regards, Mitch

[Chris-TalkTalk]

I've booked the appointment for - September 12 2024, AM - please let us know how you get on

Chris

[Chris-TalkTalk]

OK, I'll book the first available appointment and get back to you with the details

Chris

[Mitch-in-Notts]

Hi Chris, still not working at our end. If the engineer visit could be booked. Thanks, Mitch

[Chris-TalkTalk]

Mitch, I've just tried something at our end, could you please retest and let me know if it's now working. If not then I'll go ahead and book the engineer

Chris

[Chris-TalkTalk]

OK, I'll book the engineer now and get back to you with the details

Chris

[Mitch-in-Notts]

Chris, Yes the issue is still ongoing if you can book an engineer. Thanks Mitch

[Chris-TalkTalk]

Hi Mitch,

Can you just confirm that you still have the same issue and I'll book the engineer 

Chris

[Gliwmaeden2]

Whatever works best for you, @Mitch-in-Notts. If you are with your parents at the time, they will be able to vouch for you and pass ID checks with you there.

Long term it's an idea to make sure that your parents are registered as vulnerable due to their age, and perhaps be a nominated user etc so that you could help them from further away.

See:

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

and:

https://community.talktalk.co.uk/t5/Articles/Power-of-Attorney-Authority-to-Act-Deputyship/ta-p/2205...

[Mitch-in-Notts]

Thanks.

[Gliwmaeden2]

@Mitch-in-Notts, you'll need to specifically say that you do accept potential engineer charges. 

Staff are not back on here before Monday now. 

[Mitch-in-Notts]

Hi Michelle,

No I have removed the cables from the test socket and put the face plate back on. Tried phones again, same result.

Could you please book an engineer to visit, I accept any potential engineers charges. Any time or day as soon as possible is suitable.

Thanks,

Mitch

[Michelle-TalkTalk]

Hi Mitch,

Thanks for the update. Is the phone still connected to the test socket at the moment please? If the same fault is happening with 2 different phones then the next step will be to arrange an engineer visit to the property. 

If you'd like to go ahead with this then please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can book the engineer visit for you.

Thanks

Michelle