Landline - no dialtone + incoming calls going straight to voicemail

[jlyons1978]

Hi

Over the weekend, I have lost the ability to receive or make calls on my landline. Internet appears to be unaffected, so I have done the usual tests - check on the test socket with a wired handset.

Fault was checked on the website, and they confirm that there is a fault, and that I need to speak with a Team member. The blue button does not link to anything though, with no chat window coming up or details of a phone number to contact.

Please can someone help to resolve this?

[Mandisa-TT]

Please can you confirm that the base station is powered on?

[jlyons1978]

Cordless, but have a corded one available 

[Mandisa-TT]

Which type of telephone do you currently have connected?

Corded
Cordless

[jlyons1978]

Hi, currently at home 

[Mandisa-TT]

Hi @jlyons1978 I will be able to continue with the checks, please confirm if you are at home.

[jlyons1978]

tested, no change. Also checked with old style phone in test/master socket

[amahle-TT]

We are still running checks on our end, please try to use your telephone and confirm if the phone service is working okay.

[jlyons1978]

just checking if there is any update on this before Support shuts down for the night?

[amahle-TT]

Thank you, a line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[jlyons1978]

yes, currently unable to make outgoing calls. If I try to ring my landline off my mobile, I get a voicemail message ('person you have tried to call is on the phone'). Internet is fine, but unable to use phone

[amahle-TT]

Is the issue happening right now?

[jlyons1978]

silence

[amahle-TT]

Please describe what you can hear when you try to use the phone?

Silence

Noise on the line

Intermittent Dial Tone

 Consistent Engaged Tone

[jlyons1978]

I'm home now, and will be working from home tomorrow

[amahle-TT]

Thank you for confirming. Please let us know when you’re prepared to begin diagnostics tomorrow. Thanks

[jlyons1978]

Hi, I will work from home tomorrow

[amahle-TT]

Hi there @jlyons1978, we do need to be at home so we can proceed as we need to you to monitor the landline, make test calls and so on, thanks.

[jlyons1978]

I'll see if I get a response tomorrow, but otherwise I will try to arrange to be home Friday.

[Gliwmaeden2]

They seem to need you to be there to actively run them and tell you what to do next, @jlyons1978.

[jlyons1978]

If they can do the line checks without me at home, it would be beneficial. Otherwise I'll need to ensure I work from home that day, but I would need my internet connection.