Unable to use my Copper Landline

[Redeel]

I have had a Full Fibre 150 with VOiP contract since December 2023. It was not until September 2025 that, after over 32 hours of contact with numerous TalkTalk agents, I was informed that VOiP was unavailable in my geographical area. In the last 12 months my landline has stopped working 3 times.I keep getting told that it needs to be synchronised. Most recently it stopped over 2 weeks ago and I am now going through the same protracted process to get it fixed. Investigation has highlighted that TalkTalk should contact Openreach to report this fault. Any thoughts on this matter?

[amahle-TT]

I apologize if I missed your earlier question. I can confirm that calling in will facilitate the necessary checks and help identify a solution. If it becomes necessary to escalate to Openreach, our FTTP team will take care of it and flag it to Openreach. Thank you.

[amahle-TT]

Please contact our FTTP team using the number I have provided above they will be able to assist you further with that, thank you!

[Redeel]

Thank you. But can you answer my original question, please? Should TalkTalk be contacting Openreach to rectify the fault on the copper landline? According to their website, faults have to be raised via my broadband provider. I cannot contact them directly.

[amahle-TT]

We are sorry for that; we will make the complaint manager aware of this and get it sorted.

[Redeel]

Yes, I am aware because as I pointed out in my last reply, I only found out by accident after contact via "X". No answer to why the previous call back did not happen.

[amahle-TT]

Checking on your account the complaint manager will follow up on the 14/01/2026 between 14:00-16:00.

[Redeel]

I have been in contact with your Technical Support Team, your Loyalty Team and been referred to your Complaints Team. After 1 brief call from the Complaints Team, I have been left hanging in suspense about what is actually happening with the fault rectification. Indeed, a call back promised did not happen without any explanation. I had to use "X" (Twitter) to discover that a call back had been arranged for tomorrow, without any consultation with me.

[amahle-TT]

Hi there @Redeel, we are sorry to hear this. Kindly contact our full fibre team and they will be able to assist you further:

03451720074
Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed.