Landline not working

[Murrell]

Have been unable to make or receive calls since Monday 20th October. I have raised the issue via chat several times. Having done all the usual tests, they agreed the fault was outside the house. I was told an Openreach engineer would visit the exchange and fix the problem by the evening of 23rd October. When nothing happened, I contacted them again and they said a more experienced engineer would need to visit, and I was to wait a couple of days (I'm not sure I believed this). Now, looking online it says the fault has ben fixed, it hasn't! It's all very frustrating. I should add that the broadband is working perfectly. If any of the good people on here are able to help, as they have kindly done in the past, I would be extremely grateful. Many thanks for reading.

[nambuso-TT]

Hi there @NesetCeri1 please start your own thread for assistance. Thank you. 

[NesetCeri1]

Since upgrading to Fullfibre 150 months ago my landline having problems on-off (broadband working ok). Reported the matter many times with no success, TalTalk customer help line is not based in UK, mostly in India-Southafrica- Phillipines ....the person you are talking to has no technical knowledge all he-she does fallows a same  script with no solution and recently they kept  sending me Grandstream voice adaptor box. I keep telling them the problem lies outside my property not with my equipment. This caused me a lot of grief ,( I am a priority customer they say )  missing hospital doctor appointments etc. And they are very reluctant to ask Openreach to rectify the problem (it will cost them extra payment). Yesterday I gave them an ultimatum, if the problem is not rectify within three working days I will terminate their services and cancel my Direct debit payments ,go somewhere else. Also inform the CISAS, Trustpilot,  local media, Trading standards.  

[Mandisa-TT]

You're welcome! If you need anything else or have more questions in the future, feel free to reach out. Have a great day!

[Murrell]

Thank you.

[Mandisa-TT]

Thank you for your patience. I understand your frustration about being told the issue was fixed on October 24th when it wasn't. I'm sorry for the confusion and any time you lost.
 

We initially thought the problem was resolved, but it turned out to be more complex. Your feedback is very helpful, and I’ll share it with our team to improve our communication.

If you have any other questions, please let us know!

[Murrell]

Obviously if it's a complex problem, I'm resigned to be patient. I'm just confused as to why I was told it was fixed on 24th October, and why, in reality, it wasn't, and why it's taken 9 days to be told this fact.

Knowing why is key, and could have saved literally hours on the chatbox thing. 

Anyway, as always, I'm happy to finally get an answer. Thank you.

[Mandisa-TT]

Thank you, If I pull your case to run check, I am unable to run checks advising that:

We've been advised that the fault requires complex works in order to complete the fix. There are a few reasons that we will have been advised this, including:

• Council approval required due to complexity of works - e.g. road closure/temporary lights if underground work is required
• Access to a third-party property is required
• Equipment to resolve is not immediately available.

If a date is available we will provide this to you, otherwise please monitor the fault for further updates.

[Murrell]

Yes

[Mandisa-TT]

Thank you, Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Murrell]

No

[Mandisa-TT]

Thank you @Murrell  Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Murrell]

Hi,

Yes, at home now. Many thanks.

[Mandisa-TT]

Hi @Murrell please let me know if you are still available at home to start the line test.

[Gliwmaeden2]

@Murrell, you'll need to be at home at some point during the day for staff to follow up with tests to diagnose the issue. 

They are on here Monday to Friday,  c 8am till 6pm.

You won't get anything checked later in the evening. 

[Murrell]

Hi,

Many thanks for your kind reply, have been out all day so couldn't get back to you.

Yes, I was messaging from home, as I am now. 

Phone still not working. Thanks.

[nambuso-TT]

Hi there @Murrell. I am very sorry to hear this. I will look into this for you. Please confirm if you are messaging us from home.