No Incoming or Outgoing Calls on Landline

[Vonney1]

Hi, 

I have no dial tone, just background static on my landline. I can’t make or receive calls. If I do call my phone from my mobile I get message saying I’m on the phone and then sent to voicemail. 

I’ve tried the phone in the main socket and same thing happens!! It’s sort of like when someone calls you and doesn’t end the call at their end!!

I’ve run a line test and this has come back saying everything is ok???  My Wi-Fi router is working perfectly though, which uses same wiring in the house and the same main socket I used for testing. It feels like there’s some sort of issue at the exchange.

[siphosethu-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[Vonney1]

Ok, I’ll unplug the phone. Do I need to unplug the Wi-Fi router as well??

[siphosethu-TT]

The line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected I'll be able to tell you if an engineer is required or whether there are issues I can investigate with you through further checks

[Vonney1]

Yes I have. And I’ve also removed the cover from the master socket and plugged a wired phone directly into the test socket

[siphosethu-TT]

Have you correctly connected the telephone cable to the telephone wall socket?

You will hear a click when inserting the telephone cable into the socket.

[Vonney1]

It’s not VOIP we don’t have full fibre in this area, I have a traditional analogue landline. So the phone doesn’t search for a signal

[siphosethu-TT]

Can you take a look at the phones display, is it showing 'searching' or 'no signal'?

[Vonney1]

The battery level is fine. I’ve also plugged in a wired phone directly and still no dial tone

[siphosethu-TT]

Can you check the battery level on your handset? It will look something like this.

[Vonney1]

Yes it is

[siphosethu-TT]

Please can you confirm that the base station is powered on?

[Vonney1]

I have a wireless one connected right at the moment, but I have also just tried a wired one - still no luck

[siphosethu-TT]

Which type of telephone do you currently have connected?

Is it wired or wireless?

[Vonney1]

No problem at all with the internet 

[siphosethu-TT]

Thank you very much for bringing that to my attention, don't worry about it I just need to confirm if it's still the case with your internet before we continue. Thanks

[Vonney1]

I’m not sure whether you are aware, but I have already run connection tests and plugged a wired phone directly into the test socket. 

[siphosethu-TT]

Thank you, from what we discussed last time I can confirm that you are not having any issues with the internet, correct? 

[Vonney1]

No I don’t 

[siphosethu-TT]

No problem, do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

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

[Vonney1]

If you need me at home to run tests then you’ll need to do them now because I will be out again tomorrow.