Phoneline not working since migrating to Full Fibre

[15763del]

I hope someone can help me? I had a free upgrade to full fibre finally successfully installed on the 11th March last year and my phoneline worked fine via a copper connection.  

I received a text from TalkTalk on the 15th August 2023 advising my full fibre service with VOIP is now live.  Since then my phone has not worked. I have plugged the phone into my WiFi Hub 2.  Rebooted the Router, ONT and switched the phone off.  The WiFi hub says 'Voice not enabled'.  I have called TalkTalk on a number of occasions who have carried out numerous tests sent out an Openreach engineer still no joy.  Yesterday a TalkTalk engineer came to my home for 2 hours and called TalkTalk himself and still no joy.  I spoke yesterday to a complaints manager at TalkTalk who has raised a complaint on my behalf but this will take another 3 to 5 days to be looked at meanwhile I still have no phone line.

Any suggestions etc would be gratefully received

[Debbie-TalkTalk]

Hi Gryff

If you would like us to take a look at this for you then please can you create a new topic.

Thanks

Debbie

[Gryff]

Same thing Happend to Me in December, and after a lot trying to Figure it Out - It Seems I need  VOIP Phone to Connect to My router as they Removed the Old  Copper Wires, So Both My Landlines went in the Bin and now I use Only My Mobile.

[Michelle-TalkTalk]

Good morning,

I'm glad to hear this and thanks for keeping us updated.

Thanks

Michelle

[15763del]

Hi Chris I wanted to update you as finally my phone has been reconnected it has been very  painful and I have been sent from one department to another but finally on the 25th October we have lift off!!

The issue was when I was upgraded to Full fibre in March 22 TalkTalk cancelled the order and had to re-instate it this caused on Open Reach's system 2 OGEAs at my address and I had 2 full fibre connections!! Two weeks ago they thought it was fixed but they connected my account to a 3rd connection I knew it wasn't mine as the devices attached were unknown to me, finally on Wednesday I had a visit from a very Helpful Open Reach engineer who could see my ONT was not connected to my account so with his help for 6 hours!! and time on the phone and someone in at TalkTalk by 4pm I had a working phone!!

thanks

[Chris-TalkTalk]

Thanks

[15763del]

Thanks I will

[Chris-TalkTalk]

OK thanks, I've checked and can confirm that there's a callback booked in for tomorrow. please let us know how you get on

Chris

[15763del]

I was due a call yesterday morning but didn't receive one my next scheduled call back from the complaints team is tomorrow.

[Chris-TalkTalk]

OK thanks. Has anyone arranged to call you back?

Chris

[15763del]

Yes it does thanks

[Chris-TalkTalk]

Hi 15763del,

Does your broadband connection work OK?

Chris

[15763del]

Hi Michelle, just to give you an update my phone is still not working and the issue has been moved to another department.

On another unrelated issue ever since my move to full fibre I cannot see my router on my account, cant run a line test and it appears I am am not using any data which clearly is incorrect, I wonder if this issue is actually related!!

Kind regards

Derek

[Michelle-TalkTalk]

Hello,

Thanks for the update and I'm sorry to hear this. Hopefully the Complaints Team will be able to get to the bottom of this for you today.

Thanks

[15763del]

Hi Michelle thanks for reaching out to me sorry to say still no joy with the phone being fixed I have a complaint follow up booked between 4pm and 6pm today.  I contacted the Full Fibre Team on Friday on the advice of an agent but they were unable to help!!

Thanks

[Michelle-TalkTalk]

Hello,

Just checking back in to see how you're getting on?

Thanks

[Michelle-TalkTalk]

Hello,

Thank you. We'll also check back in with you in a few days to see how you're getting on.

Thanks

[15763del]

No worries thanks I will keep you posted if I have any joy!!

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I can see that this is being investigated at the moment and the team should make contact as soon as possible. Unfortunately there no further actions we can take at the moment as this is being investigated and the complaints team should hopefully be able to get to the bottom of this for you.

Thanks

[Gliwmaeden2]

I'll move this to home phone, @15763del, but not sure if staff on here can intervene while you have a complaints manager on the case.