No Dial Tone - Can't Dial Out - Can't Receive Calls (AGAIN)

[qswi014]

No Dial Tone - Can't Dial Out - Can't Receive Calls (AGAIN)

At around 18:00 on 08 March 2024 I had no dial tone on my landline yet again.
Auto Test reported as REP-14078856

I am still on an exchange line and have FTTC broadband same line BB is still working.
I have two cable connected phones; one dumb line powered, plus a Siemens DL500A DECT base station both show the same results if used with the other disconnected wherever plugged in.

On Hook my exchange line pair is at a normal 49 volts.
Off hook No Dial tone as I said, just low hiss from line. (Off hook Line at normal 7 volts).
Dialing produces no response.
After 6 minutes off hook I get off hook tone, hang up and can repeat so line to exchange is there.
Calling my landline number from mobile gives:
This person is currently unavailable please try later or send a text.

Oddly this condition has also disrupted the most of the TT broadband tests, but at least I don’t see anyone else’s data on this occasion.

I did use the South Africa Chat on Friday 18:30 to report the issue but as usual their script ignores what I had already checked above and ends up with we will send a chargeable engineer to check your home wiring.
Having already confirmed this as pointless I declined and they closed the chat as they do.

So rather that wasting weeks on the phone to SA this time I am back here with the UK community.

Hopefully on this occasion it will not take four weeks to resolve this time as it did in October 2023 when Talktalk provisioning took my exchange line number and moved it to another customers Talktalk Digital Voice port.
On that occasion they did restore my dial tone after 3 weeks by initializing my exchange card but number retrieval took rather longer.

Regards
Chris

[siphosethu-TT]

Will run checks on the landline, this will help us figure out if an engineer is required or not. Thanks

[qswi014]

Zen recommended to give 30 day notice to preserve the account and get written confirmation on exit terms.

TT Cancellations  on hearing this constantly repeated just two options.

1. A solicited leave risks loosing you number.

2. An Unsolicited leave request from Zen risks me ending up with their number and not mine.

Since the only goal now is to maintain my long standing number for porting, I opted for option 2 via Zen.

TT refused to discuss One touch which has built in safeguards and functional support is required by Ofcom.

Zen then said there is no longer a backup channel for One touch, so their role would just to issue a port request to TT.

At that point I would have no service at all on TT, but TT may still want 30 day notice ?

That would be unreasonable given they created the whole situation.

[Gliwmaeden2]

Whatever One Touch Switch offers, it's a good idea to contact Talktalk directly too - the system doesn't appear to work as reliably as it should. 

See all information about cancellation here:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

[qswi014]

All,

I spent yesterday afternoon talking my way through Customer Service, Order Management and "Loyalty/Retention"

Here is a summary:

1) It was confirmed that Openreach disconnected my fibre to cabinet service at 11:55 on 14/7/25.

2) It was confirmed by Order Management that on the morning of 14/7/25 an order for full fibre was on my account.

-- I repeat I had no knowledge of this and had no prior communications about this order.

3) It was implied  that Openreach initiated the disconnection, however the TT full fibre order indicates otherwise.

4) I was told my disconnected fibre to cabinet service will not be reconnected  as "OR FTTC Service is not orderable".

5) It was then told my only option was to accept Full fibre via "City Fibre ONLY, also that my landline number would not be moved over. 

As a result yesterday asked Zen to provide FF via Openreach to me from 15/8/25 and phone number port soon after.

This is an appalling way to treat a customer of 10+ years.

GOING FORWARD

Zen have tried One Touch Switch several times to TT unsuccessfully due to some issue with matching my TT account both I and Zen  would appreciate some help with resolving the One touch issue to avoid a messy transition.

This may be some sort of pending condition on my account, possibly the "fault" status ?

As we now know this a forced removal of  my FTTC service can my account and relevant charges please be corrected to reflect the state that has now imposed on me, i.e. Landline Only.

Thanks

Qswi014

[sabelo-TT]

@qswi014, I have just shared over a private message as I am in need of minor sensitive detail. Kindly check on this please. 

[sabelo-TT]

Thank you for confirming this. We arw currently looking into tis matter for you @qswi014  as I do apologise for any inconvenience that this may have caused to you. 

[qswi014]

As earlier in post Orange blink for a week, not syncing as Openreach disconnected as noted by TT Order management.

[sabelo-TT]

@qswi014, just to double check, As you look at your router from the front there is only one light, what is the status of this light?

[Philile-TT]

@Gliwmaeden2 I had advised @qswi014 to please bear with me as I look into the issue as you can see above. I will get back to @qswi014 when I am done however, he is aware that I am currently looking into his issue

[Gliwmaeden2]

@Philile-TT, it's a couple of hours since you ran the checks. 

Is there any further information for @qswi014 ?

[qswi014]

OK

Meanwhile

Just for Info an extract from a TT chat I had last Monday.

Thought it might help.

14 July 2025

Monday

Prasad|13:01 PM

It seems there are some issues with your package, and there appears to be a case order on it. I will connect you with our dedicated team as they will assist you further on the case.

You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.|13:02 PM

-

Karen|13:03 PM

Hello Christopher, you've reached the TalkTalk Order Management Team. My name is Karen. I understand your concern is regarding your order, as you're unable to view the details in your account, is that correct?

-

You|13:03 PM

I have no order

-

Karen|13:17 PM

I can see there has been an unexpected disconnection, and we are unaware of the exact issue. Don't worry; I will quickly get this issue escalated for you, and it will be resolved within 5 working days.

Karen|13:21 PM

Thank you for your patience, Christopher. I have successfully escalated the issue, and you will receive the update within 5 working days. Rest assured, I have taken care of everything and added a detailed note for you, so you won't face any issues moving forward and everything runs smoothly.

However nothing happened as a result.

Regards

Qswi014

[Philile-TT]

I'm doing some checks on your line, please bear with me whilst I do this.

[Philile-TT]

No, it is not possible. 

[qswi014]

No, no vital.

But I'm eating Mobile data fast..

Is it possible to post more than one question a t a time please ?

[Philile-TT]

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.

[qswi014]

I have had no TT Internet since 11:55 Monday morning when sync was lost as per earlier posts.

I was told then my case had been escalated and would take 5 days to investigate and fix.

Nothing happened still no service as a week ago.

Phone service is intact this time, TT took that away in incident (2) 2023 also due to another unexpected FF order they then cancelled.

[Philile-TT]

To confirm, you currently experiencing a total loss of services? You have no internet access at all? 

[qswi014]

yes i am until this is fixed.

[Philile-TT]

Are you currently at home where the TalkTalk services is installed? 

[qswi014]

Please go ahead.

I have 

Fast 5364 blink orange no sync 7 days.

VDSL2 Socket BB + Phone sockets.

Single Gigaset phone DL500A Dect

Also when I use Mobile data to my TT login self tests said last week

TT Cant identify Modem

No data used in last 7 days