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.

[mandisa1-TT]

Please reattach your faceplate back onto the master socket.

[mandisa1-TT]

Perfect. We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation.
 

[Vonney1]

Ok, done that

[mandisa1-TT]

I'll now need you to please remove the faceplate from your master socket.

[Mandisa-TT]

👍

[Vonney1]

Great 👍 

[Mandisa-TT]

Great! We will continue with the checks.

[Vonney1]

Hi @Mandisa-TT 

I am at home now

[Mandisa-TT]

Hi @Vonney1 please confirm if you are still at home to proceed with the checks.

[Vonney1]

No, you press the sides to lift it off and access the test socket. It’s an NTE5C Mk4

[siphosethu-TT]

Does the faceplate have screws on the front?

[Vonney1]

Phone is reconnected 

[siphosethu-TT]

Please confirm once the phone has been connected.

[Vonney1]

NTE5C  mk4

[siphosethu-TT]

Please reconnect the Phone as well. 

[Vonney1]

Ok. Phone is unplugged but router/hub is still connected

[siphosethu-TT]

Please don't unplug both.

[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