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?

[amahle-TT]

We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation.

[jlyons1978]

Faceplate has been removed

[amahle-TT]

Remove anything connected to the phone socket

Remove the front cover by pressing the clips on the either side of the cover and gently pull the plate towards you

Please confirm when you are done, thanks.

[amahle-TT]

I'll now need you to remove the faceplate from your master socket.

[jlyons1978]

No, clip on type faceplate

[amahle-TT]

Does the faceplate have screws on the front?

[jlyons1978]

NTE 5C mk4

[amahle-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

NTE 5C mk4

NTE 5C

NTE 5

FTTC

NTE 2000

Non-NTE

No Socket Provisioned

[jlyons1978]

Hi, please advise what needs to be disconnected as I will need to shut down work for time needed 

[amahle-TT]

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.

[amahle-TT]

After connecting the corded one the line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected, I'll be able to tell you if an engineer is required or whether there are issues, I can investigate with you through further checks.

[jlyons1978]

I have now swapped my cordless handset for a corded phone, and there is still no signal/dial tone, so I do not believe the handset is at fault.

[Mandisa-TT]

It looks like there is a fault with either the cordless handset or the base station, as it is showing seeking/searching.

You'll need to refer to troubleshooting guidance of the manufacturer to resolve the issue.
 

Unfortunately I'm unable to provide assistance on resolving a fault with your cordless telephone.

[jlyons1978]

Yes, everything is connected correctly

[Mandisa-TT]

Have you correctly connected the telephone cable to the telephone wall socket?

You will hear a click when inserting the telephone cable into the socket.

[jlyons1978]

Display is showing 'Check Phone Line'

[Mandisa-TT]

Can you take a look at the phones display, is it showing 'searching' or 'no signal'?

Yes - Searching or No Signal
No - phone has a good connection to the base station

[jlyons1978]

Normal

[Mandisa-TT]

Thank you, can you check the battery level on your handset? It will look something like this.

Normal
Low
Flat
No Screen Display

[jlyons1978]

Yes, all powered on and lit up as normal