Landline Not Working

[JanHaeck]

I got in touch with TalkTalk seven days ago to report this problem. (Our neighbours house is also affected). I was told that my line has been checked and the problem is outside of my home and they would contact Openreach to resolve the issue. TalkTalk said it would only take 2 to 3 days for the Openreach engineers to do this. I am still waiting and getting very annoyed and frustrated.

[Mandisa-TT]

Hi @JanHaeck Thank you for bringing this into our attention, we don't like to see our customers upset and inconvenienced. I have checked on your account I do see that it was a non appointed engineer visit. The engineer was resolving the issue from the exchange, they have advised that the issue is resolved, we will need to run checks after the visit since you have advised that you are still experiencing issue with your landline, are you at home to continue?

[Gliwmaeden2]

@mikeyar, please just post back on your own thread to follow up your own case.

It is here:

https://community.talktalk.co.uk/t5/Home-Phone/Digital-Voice-VOIP-Here-we-go-again/td-p/3113994#M165...

@JanHaeck, I'll re-escalate this thread for you. Staff will respond during the day and unlock it for you to post back.

It's better to wait for their response so we are avoiding other customers slowing things down in the queue for attention. 

[mikeyar]

Hi Jan

You have my sympathy, if you scroll down to my thread "Digital Voice - here we go again" (5-6-2025) you'll recognise an almost mirrored situation. After 18 days, no progress but I have a fault open and an ongoing registered complaint  However Talktalk don't seem to want to know. Maybe Openreach are deliberately stalling as it appears thay are owed a shed load of money by Talktalk.

Did you know that 330,000 customers left TT last year, (that may soon be +1.( We can only hope a fix is just around the corner. Will be on the phone to the southern hemisphere in the morning - might see you there, I'll probably be about 20th in the queue (and the music is awful)

All the best from Mikeyar 

[JanHaeck]

I received an e mail and a text message today from Talktalk to say that an engineer has visited and resolved the problem. This is not true, we have not seen an engineer and our landline is still not working. It is now over three weeks since I reported this matter and we are no nearer a solution. Are Talktalk and Openreach taking this matter seriously or are we going to continue to be fobbed off with messages that are clearly not true?

[Gliwmaeden2]

@maggie731, you need to start your own thread so your incident can be investigated individually. 

Please return to the message board and click on start a topic begin your thread.

Also make sure that your community forum profile details are completed. Go via your avatar; settings. Add your Talktalk phone number or account number in Personal Information. SAVE CHANGES.

Staff will respond during the day on Monday. Have you tried reporting the issue via Chat, or run any tests in My Connection?

Post that sort of response in your New Topic.

Opening Hours for Chat are here:

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

Line tests can be run yourself on My Connection via Service Status Dashboard [see the forum menu].

[maggie731]

I haven't been  in touch before but have no landlines connection 

[JanHaeck]

The target fix date of 13th June has come and gone but no sign of an engineer from Openreach. Please, please can you give me an accurate date.

I also don't believe the story about the issue being linked to a major services outage. Otherwise you would have recieved many more complaints I am convinced this a local issue with only my neighbour and myself involved. (he is is not with Talktalk).

[Mandisa-TT]

Hi @JanHaeck I understand that your issue has been ongoing for a while now however, we are working on this as priority to get it sorted. I have checked notes on the account from the Tech Expert and advised that the job that needs to be done to fix the issue is linked to the major services outage and incident ID ( AF-IE-2729330349 ). Where multiple faults on x cable needs to be repaired. The target fix date is 13.06.2025. I realize the wait you encounter is an inconvenience. I'm sorry.

[JanHaeck]

Another 3 days have passed and we still have no landline. Now 10 days in total. When are the Openreach engineers going to sort out the problem?

[JanHaeck]

You explained that there was a problem in a Keighley exchange. I can't believe this is the problem affective us. Keighley is 70 miles from where we live. My wife and I are in our late 70's and lack of a landline is giving us real problems.

[sabelo-TT]

@JanHaeck, I have just sent you a private message containing sensitive account information that I gathered during my investigation. Please check your inbox for it. 🙂 

[JanHaeck]

Thank you Sabelo. I would be very grateful.

[sabelo-TT]

Before continuing any further, please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

[sabelo-TT]

Hello there @JanHaeck, let me check on this matter for you as I do apologise for the long wait.