Landline is really crackly..please help!

[Susieafrica]

My landline is really crackly whenever I use it to call different numbers, please advise! Thanks. 

[Mandisa-TT]

I understand @Susieafrica I do see that you are a Full Fibre customer and you will need to contact our Full Fibre Team and they will be able to assist you with your query.

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.

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

[Susieafrica]

I have a new faceplate  but the line is still crackly now I have plugged it back in..

[Philile-TT]

@ferguson thank you for the assistance provided, please mention me should there be a need for diagnostics. @Susieafrica were you able to complete what @ferguson has suggested, is the line still crackly. 

[ferguson]

No worries, you are most welcome. A new one would just clip back on.

One more thing you could try. It could just be that the faceplate took a knock at some point. Try giving the connectors a gentle clean and then make sure you clip it back on securely. If that brings the problem back then just take it off again. 

[Susieafrica]

Oh right ok, thankyoufor your help. I will make a decision re: the faceplate. Not sure how I would fit a new one! Thankyou for your patience, much appreciated. 

[ferguson]

It indicates that the faceplate is faulty. You can just leave it as it is. Or if you find it unsightly you can buy a replacement faceplate. But that will be down to you as it is not part of the Openreach network as such.

[Susieafrica]

Yes it is city fibre. I have put it in the test socket & it is clear. What do I do now? Just put the face plate back on & plug it into the normal phone socket again??

[ferguson]

OK, thanks for that. So what you seem to have is a City Fibre installation with what is known as a copper leave-behind service for your phone. On that basis you can safely remove the faceplate on the Openreach socket and connect the phone directly at the test socket. Try that and let us know whether that improves things, or not. 

[Susieafrica]

As I said, it is separate to the phone, it is not connected to the phone socket. It is connected to a black fibre box on the wall. 

[ferguson]

OK, do you have a router separately connected to a Fibre box on the wall, or does it connect to the broadband port on the phone socket? 

[Susieafrica]

My router is separate to the phone,  it is not connected to the phone socket.  Where should my phone be connected to? 

[ferguson]

If you have Full Fibre then you wouldn't normally be using the phone socket. Is your router in fact connected to that socket also? If so, you can unclip the faceplate and connect the phone directly to the test socket behind. But this will interrupt your broadband connection, unless you use a plugin microfilter with a splitter at the test socket. Please clarify before we can advise further. 

[Susieafrica]

I can do this tomorrow.  I have this phone socket & no ADSL filter. I have full fibre broadband so it is separate. 

 I have this phone socket.

[Philile-TT]

Hi there @Susieafrica please let me know once you back so that we can run a diagnostics test. 

[Susieafrica]

I am not at home right now but I will check on Monday when I am back. I will look at my community profile also, thankyou for your help.

[ferguson]

Have you tried connecting at the test socket?

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_...

Subject to that, if you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.