No dial tone for landline so cannot make or receive calls

[leramnep]

I have had no dialling tone on my landline from Sunday 30 November.

I have done everything suggested online.

I have unplugged everything and plugged back in.

I have disconnected other phones.

I have tried using just one cordless phone.

I have tried using one corded phone.

I have opened the socket where the line enters my property. It is a very old socket and there is no master socket inside. It is a Non NTE socket

I have tried to run a connection test via MyAccount and got the following message.

"The connection test isn’t available

Sorry but you aren’t able to run a connection test on your broadband or telephone line online. 

If you’re having problems, please talk to one of our agents who will be able to run a connection test for you.

Why can’t I run a connection test?

Your property has two lines supplying your connection, a copper line and a fibre line. Our online connection test is unable to run a test on both lines at the same time. 

A member of our support team should be in touch over the next couple of months to remove your copper line and transition you to a Full Fibre connection."

My broadband comes in via a separate system so is not affected (thank goodness).

I cannot phone for support because I cannot use my landline.

I have tried to access livechat by various means. In two places on MyAccount the blue livechat button does not work, no matter how often I click on it. (I note others on this forum have made the same comment.)

If I go to your general help pages it says there is a livechat link towards the top of the page. There is not.

I am vulnerable without a landline. I cannot wait a couple of months for this to be resolved. I need it to be resolved asap.

I appreciate that it is the weekend so there will be no support here until Monday. (Such a pity that Livechat is not working even though I have tried to access it via several different routes. Usual TalkTalk level of poor customer service, eh!)

[Mandisa-TT]

I completely understand @leramnep 

I’m glad to hear you were able to connect via live chat and that an engineer is scheduled to check your line.

[leramnep]

Thanks @Mandisa-TT 

I do not need the assistance that you propose, but appreciate the offer. 

I am only vulnerable when I cannot use my landline which is my preferred quick and (usually) efficient way of contacting people.

Following the advice from @Billx I have been able to use livechat and I have been advised that an engineer is going to check the line tomorrow.

[Mandisa-TT]

I apologize for the frustration you're experiencing @leramnep. Looking into your account I can confirm that a complaint was open for you regarding this issue today and a follow up has been booked for tomorrow. 

You did mentioned that you are vulnerable without a landline. I’d like to know more about your accessibility needs so we can provide the best support possible. TalkTalk offers Accessibility Services specifically designed for our more vulnerable customers, including those with permanent health issues or temporary problems.

These services cater to individuals with physical or cognitive disabilities, ensuring everyone can fully utilize our phone, broadband, and TV services. For instance, Free Directory Enquiries allows visually impaired or blind customers to access the same information as able-bodied individuals, at no additional cost.

If you have specific accessibility needs or any other concerns, please let me know so I can assist you further. If you are not comfortable disclosing here, you can send we a private message. 

[leramnep]

Thanks @Mandisa-TT 

Unfortunately without a working landline I am unable to call the full fibre team.

I have been unable to access livechat as I previously mentioned. I will now follow the advice provided by @Billx and hope it will allow me to access livechat. Otherwise it sounds as if I am completely stuck with a landline I cannot use.

[Mandisa-TT]

Hi @leramnep I have gained access to your account and I can see that your service is on Full Fibre. With Full Fibre, the landline works differently, and unfortunately, we’re unable to run checks on it from here due to system limitations. For further assistance with your landline, you’ll need to speak with our Full Fibre team, as they have the right tools to help you.

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[Mandisa-TT]

@leramnep I will access your account, and I will be assisting you with running checks on your landline. 

[Mandisa-TT]

Great!

[leramnep]

Thanks for the advice @Billx. It's much appreciated.

I'll see whether it helps enable me to access livechat once I have dealt with my more immediate problem.

[leramnep]

@siphosethu-TT 

Thanks for your response this morning.

I am now at home and hope that you can help me.

[siphosethu-TT]

Hi there @leramnep, please allow me to have this looked into for you. Please confirm if you are currently at home. Thanks

[Billx]

Hello, @leramnep 

The best place to connect to TalkTalk Chat is here: https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

I consider this link preferable to links at other places in TalkTalk websites, because the name of this link, 'How_to_contact_TalkTalk_Broadband' corresponds to what one is trying to do.

There can be a problem with any of the TalkTalk Chat links, if there is an ad/link blocker installed on your browser, and if the ad/link blocker is NOT disabled for this link's web address, above.

So, before using the Chat link, ensure any ad/link blocker is DISABLED for this address.

I hope that was the problem.

Edit: you don't need to be logged in to MyAccount to use this Chat link.