No dial tone ,Phone dead

[florat]

Hello ,My landline has been down since 6-6-25 around 6.30 pm approx when first noticed. No dial tone and phone dead.Broadband is working as normal.Fault was detected  and according to fault tracker there is an issue with the line supplying me and an engineer is on the way to the exchange with no need to enter my house.This message has remained unchanged since last friday. I am assuming the engineers do not work at weekends. I am posting about the problem here as an elderly person who relys on a working phone.Any help would be much appreciated.Thank you.

[Mandisa-TT]

Have a lovely day, take care.

[florat]

No thanks.

[Mandisa-TT]

Is there anything else I can assist you with today?

[florat]

Thank you. it would seem that the cause of the  issue remains buried as an Openreach secret.Knowledge is power.

[Mandisa-TT]

That's good to hear that your issue is fixed, it was an Openreach engineer that assisted with your issue, we are unable to contact the engineer that worked on your case, the engineer did not put notes on the account on what the cause was, they only added notes that the issue has been cleared. We are unable to contact the engineer. However, a non appointed engineer was booked for you, this type of engineer usually comes to resolve issues persisting outside your home meaning the possible cause of the fault was an external factor. 

[florat]

The phone issue is fixed.It is the reason that it occurred in the first place that I would like to know please.

[Mandisa-TT]

Hi @florat can you confirm if you are still experiencing the issue.

[florat]

Is there anyway that you could find out the cause of the issue by contacting the engineer who I assume was from Openreach.I understand that they will only deal with the provider Talktalk and not directly with us the public.My phone is still Ok by the way.Cheers.

[angelique-TT]

No worries. Please don't hesitate to chat back should you require any other assistance. Enjoy the rest of your day 🙂

[florat]

Thanks for trying.

[angelique-TT]

Hi there. Unfortunately, there are no notes from the engineer regarding what the cause of the issue was. There are only notes saying that the fault has been cleared. 

[florat]

12 minutes ago

Hi Fez,Thanks for your your message.What i was hoping for was more detail of the cause of the  dead phone problem as sorted by the engineer and where it was occurring outside my premises.I consider the landline as a lifeline and it being down  was a source of anxiety and of course the the thought that it could happen again.I do not understand why the phone was down but broadband was working as normal.Sorry to sound paranoid but being elderly and living alone being able to call and receive by phone are vital. I hope that you can shed a bit moRe light on the matter.Thanks.

[nomfezeko-TT]

Thank you so much, we are happy to hear that the issue has been sorted for you, I will check for the notes on our end left by the engineers. 

-Fez. 

[florat]

Hello Angelique-TT ,To update you my phone is as of last night back up and running.I checked for dial tone just after 6pm   and was pleased to find it  working.Fault timeline indicates solved at 5.32 pm yesterday and it is still ok now. Can you tell me what the cause of the problem was in the end?Thank you for your efforts and to Gliwmaeden2 and ferguson for their advice.

[angelique-TT]

@florat I have looked into this and I do see that a non-appointed engineer was booked for you on Friday. The engineer takes 2-3 working days to resolve the issue. Once the issue has been resolved you will receive an update, thanks.

[Gliwmaeden2]

@florat, it's best only to PM if staff ask you first, as it's reserved for specific sorts of information. 

If you put @ before their name in replies in the thread, they'll get back to you pretty quickly. 

Posting on the thread for most purposes helps fellow customers follow the issue and can sometimes be helpful when it comes to tackling a similar situation themselves. 

[florat]

Hi

angelique-TT thanks for attention to my phone fault.In reply to your query  I confirm yes i am messaging from home.I sent you a post earlier but by private message with similar information by mistake.Us oldies are not the greatest experts in IT matters.

Preview

[ferguson]

@angelique-TT 

It seems that the issue had already been logged, but the customer was wondering on progress regarding an engineer?

[angelique-TT]

Hi there @florat. We're sorry to hear this. I will run checks for you regarding this issue. Please confirm if you are messaging us from home. 
 

[ferguson]

@florat 

The support team will check on progress for you when they pick this up, but judging from the timeline you mention it may well already be sorted by then. Good luck either way!