“Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

[Figgis]

Last week I phoned a large London company and kept getting the same result. The calls were not connected and instead I kept getting the same voice saying “Sorry, but your call cannot be completed,” followed by, “This number is not accepting calls at present.”  I tried three different numbers with the same result. I emailed the company and they said their phones were working as normal.  I called the same numbers using my mobile and got through to a person straight away. The next day I reported the problem to TalkTalk and the person I spoke to said he would run a line test and he changed some setting & that should sort it. I tried ringing the same numbers and got through straight away. 

Today, I had to phone a hospital about an appointment and the same problem occurred.  I don't have the problem with friends and family numbers I phone regularly.  My tel number starts with 0208. The problem numbers started with 0207, and 0204. I don't know if that is relevant.  I blocked premium numbers years ago. I unplugged the phone from the power and telephone line today for over an hour as last weeks CS assistant said that may work. It did nothing. I tried reporting the problem again today but that was a fiasco. In the end we were trading text messages.

Any ideas on what is happening?

[Figgis]

I reported the problem on here because I thought others may have experienced the same error message on connecting and that you would easily find the solution and get it sorted. Then you would report back that it was fixed. That does not seem to be the case.  Please phone me or get someone to phone me if you want more answers or want to do tests.

NOTE.  I only have the Openreach master socket and it does not need separate filters. The phone with answerphone is connected to it.  The phone is a BT4600 twin handset phone. One handset is on charge while the other is in use. That is why an extension is not needed, just the master socket. 

I just dialled the three numbers that first alerted mt to the problem. One did not connect and the same message "Sorry, but your call cannot be completed" the other two numbers connected straight away.

[Philile-TT]

Did you test your phone in the test socket before contacting us?

[Figgis]

Yes, it's connected and I just called your number to establish if it's connecting. It is.

[Philile-TT]

The system has picked up a fault with the landline hence it prompting to do diagnostics. 

[Figgis]

• incorrect filter setup     (no filter is required with the master socket)
  
  
• old, worn or damaged wiring   (why would that only affect some numbers and not the ones I phone regularly)
  
  
• use of an extension cable between the master socket and the router  (I don't have an extension)
  
  
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property  (I only have the master socket. It was installed by Openreach a few years ago when I was experiencing ongoing internet problems. They also disconnected an old unwanted extension at the same time.)

When I first reported the problem last week, the agent seemed to understand the cause. He changed a setting, and I was able to connect straight away to the problem numbers.  Has your 'system' overwritten the change?

[Philile-TT]

Please check and confirm if your telephone is correctly connected to their master socket?

[Philile-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.

[Figgis]

Yes, I'm at home and will be for the next couple of hours.  

[Philile-TT]

@Figgis Thank you for that information, are you currently at home where the TalkTalk services are installed? 

[Figgis]

Hi Phili

To date I have not had the problem with personal phone numbers, only the services mentioned. I was able to connect to the same problematic numbers using my mobile. 

I tried a different hospital just now; the number starts with 0207, the same message and it did not connect. 

An 0808 number (Energy Co) was engaged.  

Gas Co, 0333 connected OK

BT  03330 engaged tone.

Media Co, 0345 engaged tone

Supermarket branch, 0208  did not connect, same message 

Boots Pharmacy branch, 0208 connected OK

If you want to supply some numbers for me to try, I will happily do so. 

[Philile-TT]

Hi there @Figgis just to confirm you are only having issues getting through to companies if you calling by landline? Is this happening to all service numbers?