My phone line is just absolutely terrible... again!

[CaptainNemo]

A few months ago I asked for you guys to check on my phone line as it was just awful... There seemed to be a fault and it improved... until now.

I wish I could send you a recording of the noise on the line.... buzzing, crackling and even a "dial tone" during a call 🙈

Please could you do whatever you did before as initially you said it was all OK but then when you looked into it a bit more there "seemed" to be something which required an engineer to do something either at the exchange or the cabinet outside.

Please can you fix it as it is driving us nuts.... what's weird is that the broadband seems unaffected through all of this?

TIA Steve

[nambuso-TT]

I'm sorry to hear that I can confirm that we're aware that some customers may be experiencing issues making calls to mobile numbers or receiving calls from mobile numbers.

This seems to be related to EE mobile numbers and an outage with EE.

We'll provide any further updates here as we get them. 

[CaptainNemo]

Correct - I’ve just looked on the TalkTalk status and there does seem to be a problem calling mobiles - which are the ones I was trying to call.

[nambuso-TT]

Hi there so basically you are unable to make calls?

[CaptainNemo]

Is TalkTalk out to get me?

I've just tried to use my home phone and there is a dialtone etc and it all sounds normal but any number I try to call just goes to a dead tone??

Incoming calls are fine as well as broadband connection - just outgoing calls don't work!

[kanya-TT]

We again send sincere apologies for this, please use the link below.

Raising a complaint

Kanya

[CaptainNemo]

I honestly can’t spend any more time with this.
I’m going to sort it out myself and will clearly do a much neater job than the Openreach engineer.

[kanya-TT]

We are utterly sorry for this, I will have to report this and let Openreach know and should you wish to raise a formal complaint you can use the link below. Once again, we apologize for this inconvenience and do assure you this is being reported, and it will follow proper channels. 

Moreover, I may need a detailed description from your end on how Openreach Engineers left your front door, this will help not miss out anything from the report. 

Kanya

[CaptainNemo]

There is NO landline issue! The issue is the fact that they have left a dirty great big junction box outside my front door rather than connecting the cable to the inside of my hallway!

Why are we going round in circles 🙈

 

[kanya-TT]

What we've done is to run checks at moment no changes have been made on our end in relation to your landline issue. Remember we are running diagnostics to see what the root cause of the issue is you are experiencing. 

Kanya

[CaptainNemo]

You did write this?

“I made it clear to Openreach that the engineer will need to access your property to clear the mess and they assured me the engineer will do so.”

[siphosethu-TT]

The issue has been fixed from the exchange but if you are still experiencing issues, it means we need to look at the issue from a different angle. Since we've looked at the outside the problem should be something else, hence will have to run checks and book an appointed engineer if must. 

[CaptainNemo]

Let's just forget the whole thing.

Openreach left the outside of my property an utter mess and can't even be bothered to come back and sort it out.

I'm utterly convinced they have intentionally behaved like this after waiting a week for them to contact me!

Time wasters!!

[siphosethu-TT]

If I'm correct, please allow me to run a few checks on this for you. Thanks

[siphosethu-TT]

Hi there @CaptainNemo, I've just checked and the engineer that was booked is a non-appointed engineer meaning they worked from outside and didn't need anything form you hence they didn't call or communicate with you themselves. What you should've received though is a confirmation text stating the issue has been fixed as per engineer notes and confirmation. Procedure goes that if an engineer came and confirmation that the issue has been resolved but isn't, you normally have to call in and will take it from there.

From the statement you gave above I take it that you are still having issues, am I correct? 

[CaptainNemo]

Waited all week for a text message or email but nothing, nada, zip from Openreach… I’m so fed up with them - I’m going to have to sort it out myself now - and I’ll do a 100% better job than they did… 

[siphosethu-TT]

If it's a non-appointed engineer they usually don't ask for much from you, but it differs when it's an appointed as they need access to your property and need to know when you'll be available. Please keep your phone close and just constantly check on your emails. Thanks

[CaptainNemo]

OK, but going on previous experience I don't think they will but we will see.... I wait patiently...

[siphosethu-TT]

Hi there @CaptainNemo, please note the engineer will be sending notifications to you regarding the visit. Thanks

[CaptainNemo]

OK, it’s Monday morning. Can we approach Openreach for them to get in touch with me to arrange a time for the engineer to visit? I can see how this might drag on unless we prompt them as they think the line is now “fixed”…

[CaptainNemo]

Let’s see what happens next week…