Get help with your TalkTalk landline and calling features.
on 05-09-2024 03:27 PM
Hi.
I received a text recently notifying me of planned work to swap out equipment at local exchanges on 2nd September and that my services would be disrupted for no more than 2 hours between 8:00am - 6:00pm.
Later on that day, I noticed my landline was disconnected. I was expecting it to happen. However, it did not reconnect by 6:00pm. I decided to leave it overnight in case work at the exchange was overrunning. I did though perform an online test on my connection that evening which initially indicated a potential problem.
The next morning I received a text saying that testing on my connection showed that "everything appears to be running smoothly within the network".
I then initiated a long live chat with Anas, who was very patient and helpful in trying to identify the problem and find a solution. Unfortunately, it seems the system shows no fault on my line, thereby indicating a fault at my end.
Having had problems long ago in the past, I performed all the usual required checks (before live chat, and during), connecting to the master socket etc., with no change. I do realise that all possibilities need to be covered, but the fact is that nothing has changed with my set up and I am just going through the same checks over and over. Equipment and settings are exactly the same as they were on the morning of the 2nd and remain that way, apart from the tests carried out since.
I find it difficult to accept that the fault lies with my set up, as the issue has only arisen on the day work was carried out at the exchange. It is too much of a coincidence. As the assumption is the fault lies with my set up, the only other option is to book an engineer visit (£75 but refundable if the fault is found to be outside the property).
I do have a working internet connection with an isolated incidence where email would time out after a few seconds and require logging back in. It only happened once on the day and there have been no problems with that since.
So, the fault I have is that I have no dial tone, so cannot call a number. Trying to call my landline does give a ringing tone but the phone does not ring here.
I have spent much of today checking and rechecking, to no avail.
I have also attempted to use the Grandstream HT801 provided (but not used for some time) to establish a connection for the landline. Unfortunately, the unit will not register, despite numerous resets. Information elsewhere here in the Community suggests that it is locked to TalkTalk, so cannot be accessed, either by IVR or the WEB UI to change any settings. Trying to use the IVR just brings the "device not registered" message and then an engaged tone. Likewise, trying to dial out.
Any suggestions you have or further investigations you can do will be gratefully received and go some way to easing my frustration with the situation.
Thanks in advance.
Wednesday
That's great news, thanks for letting us know 🙂
Chris, Community Team
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Tuesday
Hi Chris,
Just to let you know that, as of this morning, the problem with caller display has been resolved.
After a "card reset", a "lift and shift", and a new card, all is well. It took a while but we got there in the end!
Thanks to you and the network team for all your help.
Garry
on 27-09-2024 08:10 AM
OK thanks. I'll pass this over to our Network team for further investigation. I'll let you know when I receive an update or they may contact you directly
Chris
Chris, Community Team
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on 26-09-2024 05:37 PM
Hi Chris,
Just checked. Still not working.
Garry
on 26-09-2024 10:05 AM
Thanks for that. Can you just confirm that it's still not working today and I'll pass it over to our network team for further investigation
Chris
Chris, Community Team
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on 25-09-2024 05:30 PM
Hi Chris,
Base unit powered down. Left for five minutes then powered up again. No change.
Garry
on 25-09-2024 07:28 AM
Hi Garry,
Are you using wireless phones with a base unit? If you are could you try switching the base unit off at the plug and leave it off for a minute or so and then switch back on and retest
Thanks
Chris
Chris, Community Team
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on 24-09-2024 05:11 PM
Hi Chris,
Thanks for trying that. I've just tested again and there's still no change.
Garry
on 24-09-2024 10:54 AM
Hi Garry,
I've re-added caller display, can you give it a couple of hours then retest. Please let us know how you get on
Chris
Chris, Community Team
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on 24-09-2024 08:27 AM
OK Garry, I'll remove caller display at my end and re-add it later this morning, hopefully this will get it working again
Chris
Chris, Community Team
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on 23-09-2024 05:12 PM
Hi Chris,
Just checked the line and no change I'm afraid. Phone just displays "Incoming Call".
Tried something else, dialled 1471. The system recognised the number that called. Hope that gives a clue as to what's happening.
Garry
on 23-09-2024 01:23 PM
Hi Garry
I've made a change on our side, can you please retest and let us know if caller display is now working
Chris
Chris, Community Team
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on 20-09-2024 04:34 PM
Hi Michelle,
Thanks for arranging the test. Had a text early yesterday advising good news and a solution. Tested straight away but no change. Saw your message later on and did as you asked. Deactivated Caller Display at around 17:30, reactivated around 22:00. Left it overnight and tested again this morning, and a few more times today, still no change. Telephone just displays "Incoming Call". Seems there's still a wire loose at the exchange!
Garry
on 19-09-2024 07:09 AM
Hi Garry,
I'm sorry to hear this. Could you try removing Caller Display in your My Account please, then wait at least 4hrs and then re-add it again to see if this then works?
Thanks
Michelle
on 18-09-2024 08:50 PM
Hi Michelle,
Thanks for the info.
Have to report unfortunately that although the landline is now working, Caller Display is not. My telephone only displays "Incoming Call" whether or not the call is from a "Private Number". I have checked the settings in My Account and Caller Display is selected. I've done the usual checks here. Can you look into this for me, or do I have to start a new discussion?
Thanks.
Garry
on 18-09-2024 06:52 AM
Morning Garry,
Thank you for the update. If the fault was located at the exchange then no time related charges will be applied.
Michelle
17-09-2024 03:39 PM - edited 17-09-2024 03:59 PM
Hi Chris,
The engineer has been this afternoon and traced the fault back to the exchange. It was related to the work done. As I understand it, my line had been forwarded through the wrong port. He says this is quite a common occurrence. Anyway, the problem has been resolved and I have a working landline again.
I did ask about the fibre connection but he doesn't work on that side. It seems the copper cable disconnection is not going to happen anytime soon, so I'll deal with that later!
Thanks again for your help, it is much appreciated. Can you clarify the situation regarding the charge for the visit please? Will I be charged and then refunded, or will there be no charge?
Garry
on 17-09-2024 08:08 AM
Thanks for the explanation. Yes the engineer may be able to give you some advice but they certainly won't do the installation
Chris
Chris, Community Team
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on 16-09-2024 06:11 PM
Hello again Chris,
The issue arose because of the location of the fibre terminal. When the engineer came to do the installation after I moved in, Full Fibre could not be installed because the fibre connection comes into the property behind the washing machine in the kitchen, so there is no easy access. Rather than leave me with no service, he had the idea to check the copper wire connection back to a local cabinet, found it was live and made the connection. This was in early January 2023.
I had Full Fibre at my previous address and tried to arrange a simple change of address before I moved, but had to take out a new contract. I can't remember who I chatted to here at the time, but having described the problem and there being no immediate resolution I agreed to accept the installation as is with no change to the contract as it was the easiest way to proceed at the time and I believe the price was lower than for a standard connection anyway. We came to agreement that the contract would stand but the connection would be a standard one. So, the contract agreed on 6/12/22, has been for a Full Fibre service, but I have an ordinary wired connection.
As I said, to complete the fibre installation, either the entry point needs to be relocated (not easy because I am on the first floor), or wiring into the property has to be installed/modified.
I will ask the engineer tomorrow what the options are and let you know but I doubt the fibre installation can be done then and will need another visit.
Garry
on 16-09-2024 09:48 AM
Hi Garry,
Sorry, I can't see the other posts, could you just give a brief description of what the issue was
Thanks
Chris
Chris, Community Team
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