Waiting for engineer to fix phone how do I check on progress

[GBy1231]

Sorry if I am being very thick, but I find navigating Community quite difficult.  I may be duplicating a post, but will try again now - after updating my profile.

My phone stopped working on 20th - showed line cord error.    Started to try and chat on that evening but chat line closed at 9pm so stopped.  Started again on 21st.  Chat was 3 hours long I did everything asked to solve problem, including resetting router (I have transcript)  Eventually (on 21st) an engineer was ordered and I had text confirmation from Open Reach that they would look into it.   

I have tried to check on progress in My Account, following fault tracker, but this gives a message.  While Running tests on line we identified the problem could be fixed by resetting router.  If not resolved follow troubleshooting.   (this takes me round in circles and does not help).   Why is it showing a problem with router, when it is my phone line - and apparently outside the property.

The case number is REP-15448031 dated 20th.   There does not seem to be any other update on progress.    It is extremely urgent to fix my phone (expecting calls from doctor)  and I would appreciate it if someone could let me know what is happening and also how I find out myself!

Any help would be appreciated.     

[KeithFrench]

Sorry @Gliwmaeden2 I rarely have the time to check for duplicate threads as I am often too involved with customers' technical issues to notice.

[Gliwmaeden2]

@GBy1231, there really was no need to start a new post.

@Chris-TalkTalk and @KeithFrench, this duplicates this thread:

https://community.talktalk.co.uk/t5/Home-Phone/Phone-saying-please-check-line-cord/td-p/3104163#M164...

No point having 2 threads for the same topic, @GBy1231, as it does get in the way of efficiency. Two staff members dealing with your issue instead of one.

[Chris-TalkTalk]

Hi GBy1231,

The fault is currently in hand with Openreach and waiting for an engineer to be allocated. If you don't hear anything later today or tomorrow please bump the thread and we'll check again for further updates

Chris

[KeithFrench]

I don't think you can check the progress yourself, only TalkTalk can do that. This is why I have escalated your thread up to the TalkTalk support staff on this forum who can. They only respond to your thread via the Community, so no one will be calling you.

[GBy1231]

Thank you.    Still does not answer question of how I check progress myself, but never mind, I am sure someone will get in touch at some point....  (phone does not work so cannot phone you!   Mobile not suitable)

[KeithFrench]

Thanks. I have asked one of TalkTalk's support to pick your thread up and get an update for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[GBy1231]

I have BT 4500 digital phone with three handsets.  I am on a contract with TalkTalk for fibre 35 with phone -  (to Feb 26 I think).  I understand that  it is ftc (i.e. fibre to cabinet, then copper to house).    I have been assured on previous occasions that TT have their own phone system and I should not have problems.    I know Open Reach were doing work on the 20th and that is when phone stopped working.    I have a message saying 'please check line cord'.    when someone rings me, they get ring tone and I do too, but when I pick up there is an odd noise and I can still hear ringing but it does not connect.   People thing we are not answering.      There is no dial tone and phone not working.   It seems odd that this started when Open Reach did some adjustments..... 

Open Reach text says to contact provider for updates -  which I am trying to do now.     Cannot phone anyone on landline, mobile is PAYG and expensive to use for calling.      

[KeithFrench]

What make/model of phone handset are you using, do you have another phone you can try? Do you have the older copper phone line with a master socket or do you have full fibre with Digital Voice?