Loss of landline

[csqwared]

My landline is currently not functioning for incoming/outgoing calls. The line is very noisy (hums, crackles) but internet connection appears to be unaffected.  Had an Open Reach engineer here early July for a different issue but while here fitted a new phone socket and did a bit of rewiring. Used the phone since and noticed the noise but it was functioning. Could you help please.

Thank you.

Carl

[Debbie-TalkTalk]

Hi csqwared

I'm so glad to hear that this fault has been resolved.

About your auto compensation credit - TalkTalk Help & Support

You'll receive compensation if you experience a total loss of service, delays to the start of your service for phone and broadband orders, or if an engineer misses an appointment. This will be credited to your account automatically and we'll send an email or text message to let you know, so you don't need to contact us to receive this.

[csqwared]

Thank you.

[ferguson]

Have a look here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

[csqwared]

My landline issue has now been resolved, the service, inbound/outbound re-appeared sometime during the morning. With regard to 'loss of service' discount is it dealt with automatically or should I advise Billing?

Thanks again

Carl

[Debbie-TalkTalk]

Hi csqwared

If you are unable to make any outbound calls or receive any inbound calls then this should be classed as TLOS.

Thanks

[csqwared]

Hi Debbie

Thanks for the update. Not overly timely then🤣 Does this qualify me for 'loss of service' discount?

Thank you

[Debbie-TalkTalk]

Hi csqwared

I've checked again and Openreach have advised that further updates should be available ON OR BEFORE 22/09/23

[csqwared]

Hi

Thanks for the update. Any idea of timeline?

[Debbie-TalkTalk]

Hi csqwared

It appears that duct work/cable renewal is required. This fault is still with Openreach.

We will continue to monitor for updates.

[Debbie-TalkTalk]

Hi csqwared

The fault is still with Openreach, we will continue to monitor for additional updates.

Thanks

Debbie

[Michelle-TalkTalk]

Morning,

Sorry to hear that but thanks for confirming. Our apologies, we were looking at the incorrect part of the fault ticket so the latest update is that Openreach are working on resolving the fault at the moment. We'll re-check later on today for any additional updates on this.

Thanks

[csqwared]

Good morning Debbie.

No, not resolved.  The line is quieter, just a low hissing noise now but still not able to make/receive calls. The handsets have a message on the screen 'Check Phone line'. Thanks.

[Debbie-TalkTalk]

Hi csqwared

I can see that Openreach have now closed the fault. Has the fault been resolved?

[Debbie-TalkTalk]

Hi csqwared

I will keep monitoring for additional updates.

Thanks

[csqwared]

Thanks for the quick response. Much appreciated. Hopefully Open Reach are as timely.

[Debbie-TalkTalk]

Hi Carl

I'm sorry to hear this. I've run a test on the line now and this has detected a potential line fault.

I have escalated this over to Openreach to be investigated by a line engineer and we will continue to monitor for additional updates from Openreach.

Thanks

Debbie