Landline not working for a week

[Marg2Wok]

On Tuesday 11th I reported my landline dead.  An Openreach engineer was booked for Friday 14th in the morning. On Thursday 13th the phone line went active and the engineer cancelled. The next day (Fri 14th) the phone was dead again.  I replied to the engineer text and the appointment on the Fault timeline was changed to afternoon of Friday 14th.  No engineer arrived.  This was case number REP 16199350.  

This morning (Monday 17th) all record of my case had disappeared from the timeline.  I phoned again and a new case opened  REF 16216333. All required on line chat goes round in circles as the socket has been checked and is dead.

Please can someone help me and arrange for an engineer to sort this out?

[siphosethu-TT]

As you can't receive calls, we can temporarily redirect the calls you receive to a different number.

If you need this service, please call us back using your mobile, so we can complete additional security checks required to add this service.

[Marg2Wok]

Yes, OK

[siphosethu-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service. Please make sure that someone over the age of 18 will be available on-site during the visit.

If the fault is outside of your property boundary, there will be no charge, and the engineer may not need to visit your home. We'll be sure to keep you updated via text once the engineer has completed their investigation.

The booking is made on the basis that you've completed all the checks we've requested, by doing it will prevent any unnecessary charges.

Please note that if the engineer confirms that the fault is inside your property boundary or caused by your equipment, or if you miss the appointment, a charge of £75 will apply.

If you need to make changes to your appointment, please respond to the confirmation text sent to your registered mobile number.

Please note that if you amend or cancel your visit after midday on the day before your appointment, you will be charged £75.

Do you understand and agree to these terms and conditions?

[siphosethu-TT]

Thank you

[siphosethu-TT]

Hi there @Gliwmaeden2, thank you for the help

[Marg2Wok]

No, all clear.

[siphosethu-TT]

Do you currently have any construction work being carried out, either inside or outside of your home, that could prevent the engineer from completing their work?

Construction work could include:

• External scaffolding or building work on the outside of the home.
• Internal work such as plastering or carpeting.

[Gliwmaeden2]

@Marg2Wok, it's a good idea to fully complete your community forum profile details so that whenever you have issues with your service, staff can easily access your account.

Go via your avatar; settings; add your Talktalk landline number or account number in Personal Information. You can add further extra information in the Private Notes area lower down from Personal Information. SAVE CHANGES. 

This will mean that you should never need to risk putting your mobile phone number in the public thread (though, if staff request it, you can always send them the information by Private Message). 

[Marg2Wok]

Monday 11th November

[siphosethu-TT]

Please confirm when you started noticing the problem. Thanks

[siphosethu-TT]

We need to book an Openreach engineer. Before we can do this there are a few details we’ll need from you.

[siphosethu-TT]

I've edited your response and removed it from public for you. Thanks

[Marg2Wok]

Yes, it's 0*********    Please can you obscure this on the public platform?

[siphosethu-TT]

Do you have a mobile number you can provide us so we can contact you if needed?

[siphosethu-TT]

Please return to your normal set up if anything was changed in your set up. Thanks

[siphosethu-TT]

No problem, please bare with me while I run some checks on my end. Thanks

[Marg2Wok]

This is difficult to do as the ASDL is in trunking and the router is in another room on my PC.

[Philile-TT]

We'll now need you to plug your ADSL cable straight into the broadband port of your Master Socket.

After that plug the other end of the ADSL cable into the broadband port of your Router.

[Philile-TT]

I understand but I will have to complete checks to find a resolution. We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation.

[Marg2Wok]

Yes, I have tried the test socket before and it is dead.