Phone engaged

[padunn]

Hi,

My internet is working fine but my phone line does not have a dial tone, so I can't call out and when I try to call from my mobile it is permanently engaged.

I have logged a fault with support - but it says they cannot find a fault and I have been disconnected from the chat window.

Please help!

[siphosethu-TT]

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

[siphosethu-TT]

Will work with the cordless one okay. Thanks

[padunn]

Cordless, but have also tried a corded phone.

[siphosethu-TT]

Thank you, which type of telephone do you currently have connected? Corded/Cordless

[padunn]

No cannot call out and if I try to call the line it is engaged.

[siphosethu-TT]

Please confirm if you are able to make and receive calls? Thanks

[padunn]

Yes

[siphosethu-TT]

I'm guessing it's happening even now, correct? Thanks

[padunn]

Silence

[siphosethu-TT]

Please describe what you can hear when you try to use the phone?

- Silence

- Noise on the line

- Intermittent Dial Tone

- Consistent Engaged Tone

[padunn]

Internet is working normally. I have tried unplugging the router and the phone line remains engaged. I have rebooted the router, and the internet reconnected ok.

[siphosethu-TT]

I'm really sorry you have to go through such okay, I'll do my level best to have it fixed as soon as possible. 😇

[siphosethu-TT]

Thank you for confirming that for me, are you having issues with your internet/broadband? Thanks

[padunn]

No. The only things connected is my phone and the broadband.

[siphosethu-TT]

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. Thanks

[padunn]

I have tried with a new handset and the result is the same. It is not full fibre, it is a BT socket which incorporates both a phone connection and a connection for the broadband, so there is not an external microfilter.

[padunn]

Yes I am at home this morning

[siphosethu-TT]

Hi there @padunn, please confirm if you are currently at home should we need to run checks on this. Thanks

[Gliwmaeden2]

@padunn, your post is in the queue for attention. 

It's worth seeing if you can test with another handset in case there's anything wrong with the actual phone. 

Sometimes there can be a fault with the microfilter and it's also worth plugging in directly at the test socket.

Is this FTTC or have you actually got Full Fibre, so this then would be a VOIP problem? Helpful to know which package you are on.