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

[Philile-TT]

@qswi014 does this mean I can run diagnostics? 

[qswi014]

Long route it is again then.

Next question

[Philile-TT]

@qswi014 the only way I can detect the issue with your line is by completing diagnostics tests without this being done we will not know the issue and it any full fibre order as there is no order on the system. 

[Gliwmaeden2]

@qswi014, support through the forum is online only.

You need to continue through this medium or discuss the issue by phoning 03451 720088. 

[qswi014]

P.

Look I've been through all this before this week and year after year.

There is no in home fault phone works modem works reset it scoped line to see the DSL signal (only my TT modem is sending anything) line silent otherwise except dial tone.

When I first called in last monday to report the loss of sync the first thing I was asked was was

"Is this about your FF order".

What order I said not mine.

The TT started to deny it existed (cover up), then I was told by TT its been cancelled.

I then asked if it did not exist how could you cancel it.

Lies and attempts to cover up the mess.

I was disconnected for sure, and a OR job will exist, or can TT cover that up as well ?

Again,  I did all the 101 question sequence via chat last week as I have dozens of times in the past. 

Please confirm the TT OR disconnect 

Regards

Chris Qswi014

[Philile-TT]

I am really sorry to hear this and I will help you with diagnostics as there is currently no open repair case on the account. I can also confirm that there is no full fibre pending order on the account. Are you currently at home where the TalkTalk services is installed? 

[qswi014]

Hello,

Seven days in I confirm I still have no response from my Openreach fibre cabinet.

Unknown to me TT created a full fibre order without my knowledge yet again.

Last Monday 14th   my DSL modem lost sync as 11:55 and I have had no DSL signal since.

I can confirm my modem is the only source of DSL signal on my line and not any response from the cabinet card.  I checked my line with a scope, I formerly worked in telecoms...

Either:

1. My FTTC card is inoperative.

2. The creation of the TT FF order created an Openreach job to disconnect on Monday 14th.

As TT have 'broken' service Three Time in Three years I have no doubt whatsoever that TT ordered an OR disconnection for 12:00 Monday 14th.

There MUST be a log of the OR job to disconnect and I urgently need reconnection.

I should add I have had no contacts of any kind before this TT act as in the incidents in 2023 and 2024.

I think is time someone from TT called my mobile or landline (not broken this time) and discussed this incident and our future if any.

Regards

Chris Qswi014

[Philile-TT]

@qswi014 Are you still experiencing this issue? 

[Gliwmaeden2]

This being Friday evening, it won't receive further attention from forum staff ahead of Monday, @qswi014.

If they are counting 5 full working days since Monday afternoon, when you reported it, post back on Monday to let us know if anything has developed over the weekend. 

Escalating this today won't make any difference. 

[qswi014]

I have seen no changes or updates sin e yours in Monday.

I would like to hear that Openreach have been booked to reconnect my FTTC .

I've been in the doom loop so many times before.

An update and a real time scale would be a start.

Thanks

Qswi014

[Mandisa-TT]

Hi @qswi014 I want to sincerely apologize for the ongoing issues you’ve been facing with your broadband service. I understand how frustrating it is to experience repeated disruptions, I have checked on your account I can confirm that your case has been escalated. Due to the nature of the issue, it will take up to 5 days for our escalation team to fully investigate and resolve the matter. I appreciate your patience during this time. 

[qswi014]

Hello Again,

Sorry to report that once again Talk talk have yet again broken my service.

This time it seems TT raised an order to disconnect my FTTC broadband with Openreach without my knowledge or concent, as usual.

Well it happended and I have been offline with no modem sync since around noon today.

Landline is stll working, so far...

Chat said a back office issue, check in 5 days !

End of TT chat then  marked as resolved on my account, which it is not.

Is there any other ISP that can deliberately break service every year in the last three years.

I've had enough of the endless pointless apologies from chat.

Can anyone please expedite restoring my broadband please ?

Thanks

Chris

[Arne-TalkTalk]

Happy to help, glad its sorted.

[qswi014]

Arne,

Thank you for passing this to the Auto Comp team.

 Auto Comp team have sent me an apology for not processing as it should have been.

The amount due £29.28 has now been credited to my account.

Regards

Qswi014

[Arne-TalkTalk]

I will pass this to the auto compensation team for them to investigate again.

[qswi014]

Arne, 
I'm well aware of the rules TT have two working days to fix loss of service before auto compensation activates on working day 3.

Below edit based on you published rules:

 8th March (Friday ) logged total loss of phone service due to provisioning moving number again.

9th NA (Weekend )
10 NA (Weekend )
Mon 11, Tue 12 Within SLA No compensation for first two working days.
Wed 13 NOT FIXED Auto Comp due.
Thu 14 NOT FIXED Auto Comp due.
Fri 15 Auto Comp due. (FIXED @ 18:00)

Total Due: 3x £9.76  = £29.28

Regards

Qswi014

Talk Talk Example of Auto Comp Fri-Fri

Once you’ve made us aware of your loss of service, we’ll have two working days to try and fix the problem. After this, we’ll compensate you £9.76  per day starting from the third day until the day we restore your service, providing the fault is within the TalkTalk or Openreach network.

During our investigation, if we determine the cause of the fault is your own equipment or home setup you won’t be eligible for compensation. Additionally, any delays incurred as a result of you not being able to accept our earliest available engineer appointments won’t be eligible for compensation.

Below is TT Web example of Auto compensation, also Friday to Friday.

EXAMPLE

If you’ve reported that your phone and broadband has stopped working on Friday morning and your service is restored the following Friday, you’d be entitled to compensation because we failed to restore the service within the two-working-day limit (the weekend days are excluded) and additionally £19.52 compensation because the total loss of service continued for two further full calendar days. In total you would therefore be entitled to £29.28 compensation. Your compensation will be added to your account automatically within 30 days of the fault being resolved.

Remember if you’re no longer able to keep an appointment, you must notify us before 12 noon on the day before your engineer is due to arrive. You won’t be eligible for compensation if you miss an appointment.

This table shows an example of how automatic compensation is calculated for a  fault.Fri Sat Sun Mon Tue Wed Thu Fri

			No	No	Yes	Yes	Yes
Fault reported to TalkTalk	Non-working day	Non-working day	Day one to resolve	Day two to resolve	£9.76	£9.76	£9.76 Resolved

[Arne-TalkTalk]

Hi qswi014

Auto compensation is not applicable 

8th March (Friday ) logged
9th NA (Weekend )
10 NA (Weekend )
12 Within SLA
13 SLA
14 SLA 
15 FIXED 

The fault was fixed within (Service Level Agreement) the agreed 72 hour timescale with Openreach. 

Regards

[qswi014]

Debbie- Talktalk,

Back in March you got me in contact with James at Talktalk SMC to resolve my exchange number having been migrated without my consent for the second time in six months. ( In November 2023 it was 4 weeks due to Provisioning 'mistakes'. )

On 8 March 24 my number was taken and eventually restored on 15 March, so 'just a week this time' !

This was because TT had raised a FF order without my knowledge and migrated my number, "a forced migration" as seems to be TT policy now". 

Because it was a deliberate act on this occasion  and not a fault, I discussed  additional compensation with James (SMC) on top of the automatic payment based on service days lost.

We eventual settled on a payment of 50% of one months bill and this was credited to my account.

However two bills latter there is still no sign of the auto compensation payment on my account.

Can you please get the auto compensation paid please.

Thanks

Qswi014

[Debbie-TalkTalk]

Hi Chris

I'm glad to hear that James has been in contact. He has also sent me a message to let me know that he is investigating and he will keep you updated.

Thanks

[qswi014]

Debbie,

TT SMC James H called me at 10:46 today.

Summary was the fix he tried will not stick.

My copper line number has been provisioned off copper very likely due to the FF order somebody illegally decided I was going to have without my knowledge or consent . He sees the provisioning unwanted commands.

James has requested provisioning to unwind their second 'mistake' in six months.

My question to TT management is, this a vendetta, group policy,  or simple incompetence. ?

Next call to me from James is Thursday 16-18:00 by which time provisioning should have restored routing of my copper number to exchange line (again).

Regards

Chris Qswi014