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?

[Gliwmaeden2]

@jlyons1978, staff support stops on here at c 6pm, Monday to Friday [and none at the weekend].

Are you able to check in earlier in the day at all [they start c 8am] as you'll keep just getting started on the support checks and running out of time otherwise?

[jlyons1978]

All wires in place as per normal, both to phone and router

[siphosethu-TT]

Hi there @Mills3, please start your own thread so we're able to assist you. Thanks

[siphosethu-TT]

I'm really sorry for the inconvenience that this must be causing you, will simply run checks on the issue. Please make sure you everything connected correctly before we continue. Thanks

[Mills3]

Mine is exactly the same, they don't seem to care!

[jlyons1978]

no, unable to receive incoming or make outgoing calls on landline

[siphosethu-TT]

Thank you for confirming that for me, please also confirm if you are able to receive calls on your landline. Thanks

[jlyons1978]

Yes, currently at home

[siphosethu-TT]

Thank you for confirming, please confirm if you are currently at home. Thanks

[jlyons1978]

Hi

My internet seems to be unaffected.

@Gliwmaeden2 I'm currently on Fibre35 (+Mobile, but that bit is long defunct).

[siphosethu-TT]

Hi there @jlyons1978, does the issue also affect your internet?

[Gliwmaeden2]

Unless you are on Full Fibre, you won't be on Digital Voice, @jlyons1978, and it has to be specially requested with the order for FF (and now with a £2.00 charge!) so not likely!

What package are you on?

I'll re-escalate this for staff attention, as it will have fallen out of their workflow while you were away.

[jlyons1978]

@Philile-TT has there been any update on this? I've been away for the last week or so, and I've just done another test on the main site, which is still reporting an issue on my line. Is it possible that I have been switched to Digital Voice without warning?

[Philile-TT]

@Mills3 Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[Mills3]

My landline is exactly the same, been in touch, don't seem to bothered asking the most stupid questions, as if I'm thick.

[Philile-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.

[jlyons1978]

Yes, I checked the phone line via the test socket, and it was exactly the same - no dialtone

[Philile-TT]

@jlyons1978 I needed to finish the diagnostics, please answer the above question. 

[jlyons1978]

@Philile-TT is there any update on this?

[jlyons1978]

Yes, no difference