Landline not working but broadband is fine.

[Stephen_P]

As above. I rarely use the landline so don’t know when it started but noticed it yesterday.  I replaced the phone today but still the same problem.  

There’s no dial tone and my new handset shows “line in use” if I try to dial ( the old one wasn’t so sophisticated - just no dial tone). 

It rings for an incoming call and the caller ID displays the number.  If I try to answer, the calling phone keeps on ringing (doesn’t detect that I have picked up) and I can hear in my landline handset a feint, distorted, ringing tone. 

Talktalk did various remote tests and had me try the ‘test’ socket which made no difference.   I cancelled Call Safe which I had recently added.  I don’t know if it ever worked as the landline is so rarely used but cancelling it hasn’t solved the problem.   The FTCC broadband that shares the phone line has been working faultlessly. 

I’d be grateful for any ideas before I commit to an Openreach engineer. 

[Anonymous]

Morning Stephen,

I'm really glad to hear this and thanks for letting me know 🙂

Michelle

[Stephen_P]

Good morning Michelle

The openreach engineer has been here and traced it to a wiring fault in the cabinet at the end of the road. 

He said it was the type of fault that couldn’t be picked up by TT’s testing as the test “jumps the fault” and appears to be working normally. 

Anyway, all good now so many thanks again for your help. 

All the best

Stephen

[Anonymous]

Morning,

No problem. We'll check back in with you tomorrow afternoon to make sure that everything has been resolved.

Thanks

Michelle

[Stephen_P]

Thanks Michelle.  They've confirmed the appointment.

Kind regards

Stephen

[Anonymous]

Hello,

Sorry for the delay. I've booked the engineer visit for 07/03 AM. Please let us know how you get on.

Thanks

Michelle

[Stephen_P]

Hi Michelle

For what it's worth, there's 50 volts present across the phone line which might suggest the connection is ok, but let's go ahead with the engineer please.

Any of the following times are fine:

Friday 7th AM PM

Monday 10th AM PM

Tuesday 11th AM PM

Wednesday 12th AM PM

Thursday 13th AM

Friday 14th AM PM

Let me know if I need to look further ahead.

Thanks again

Stephen

[Anonymous]

Hi Stephen,

If you have no dial tone then it sounds like a fault. If you'd like to proceed then please can you confirm the below and we can book this in for you.

Thanks

Michelle

[Stephen_P]

Hi Michelle

Could it really be a fault at my end, given that the broadband which uses the same line works perfectly and the handset is getting caller ID, rather than at the exchange?  Similar issues that I read about on here seemed to have been an exchange fault.

I was told yesterday "The call safe and caller barring was the problem. I have successfully removed it, and within 24 hours, your landline will start working again.".  I have to say, I am not convinced as the call safe has already been removed and the phone is still not working, but perhaps I should wait until the 24 hours is up before committing to an engineer.

What do you think?

Thanks again

Stephen

[Anonymous]

Hello,

Thanks for trying this. If you've tested with 2 different handsets directly at the test socket and with all other equipment removed from the line, then the next step would be to arrange an engineer visit to the property. If you'd like to go ahead with this then please can you confirm acceptance of possible engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can arrange this visit for you.

Engineer charges - TalkTalk Help & Support

Thanks

Michelle

[Stephen_P]

Hi Michelle 

It’s still the same I’m afraid.  

I can’t answer an incoming call, and still hear the distorted ‘buzzing’ ring tone in the handset.  I still see caller id and a missed call on the handset. 

Still no dial tone for an outgoing call but there’s a slight humming sound that I hadn’t noticed before.  The handset still says the line is in use. 

I will put the router back now. 

[Anonymous]

Hi Stephen,

Thanks. Could you try making and receiving a call please. As soon as you have done this then you can re-connect the router again.

Michelle

[Stephen_P]

Hi Michelle

I’ve connected the phone to the test socket and disconnected the router.  Please let me know when I can put it back again. 

Thanks again for looking into this

Stephen

[Anonymous]

Hi Stephen,

Would it be possible to try with the router removed just to rule out the router causing any issues? It doesn't have to be removed for long, just enough time to make a few test calls.

Thanks

Michelle

[Stephen_P]

Hi Michelle

Thank you for replying. 

I’ve got both the phone and broadband plugged into the adapter that goes to the phone socket as I need the broadband (which is still working perfectly) this morning.   I could connect the landline to the test socket again briefly if you need me to, and can tell me when to do it.  

I noticed a couple of other things today when calling the landline from my mobile:

- the mobile doesn’t disconnect when I ‘end’ the call by hanging up the landline after I attempt to answer (it still doesn’t answer and I still hear the feint ringing tone in the handset). The mobile keeps sounding the ring tone until I end the call on the mobile itself.  

- the landline displays a “missed call” afterwards. 

If I try to make an outgoing call, I still hear nothing in the handset and still get “line busy” on the display. 

Thanks again

Stephen 

[Anonymous]

Hi Stephen,

I'm sorry to hear this. I've run a few tests on the line now including a voice line test which are all clear. Is the phone still connected to the test socket at the moment? Have you also removed all other devices from the line?

Thanks

Michelle

[Gliwmaeden2]

Staff will reply during the day, @Stephen_P.

It will be helpful if you are around for them to run tests at the test socket again.

They are on here from early breakfast time.