intermitent inbound call issues

[shodges]

Hi, People (calling me) have reported they are having issues when calling me - they have to keep trying to eventual get connected.

[Michelle-TalkTalk]

Good morning @shodges 

Thank you for re-connecting back at the test socket. I've re-run the line test now which is still detecting a loop fault. Would it be possible to remove all the equipment from the line at some point today for 30 minutes (between now and 2pm) so we can run the line test with no equipment connected to the line please?

Thanks

Michelle

[shodges]

I've attached the microfilter to the test socket. There were no wires on the faceplate. See attached pictures.

[shodges]

please see photos

[Gliwmaeden2]

Leave it as requested by staff, @shodges, not back to normal. 

There are other tests they will need to run in that set up and it's better if you don't switch it around meanwhile as this will start to affect your line speed if you do it too much.

It will get misdiagnosed as disconnections and dynamic line management will try to modify your speeds to stop that happening. 

So set it up just one more time at the test socket and leave it there for staff to run their own tests. They may well run them before breakfast time, Monday. 

[shodges]

Hi. I removed the face plate and connected the micro filter, however the phone issues continued. I've attached a photo. I've since put the face plate back in place.

[Gliwmaeden2]

Leave it set up at the test socket until staff tell you otherwise, @shodges.

They are not on here at weekends. Keep an eye out for replies during the day [Monday to Friday].

[shodges]

Hi, once it's connected to the test socket what's next?

[Michelle-TalkTalk]

Good morning,

This type of socket should have a test socket below the faceplate. Could you try gently removing the lower faceplate (there may be wires connected to the back of the faceplate) and then connect the microfilter, router and phone to the test socket please.

Thanks

Michelle

[Gliwmaeden2]

Staff will respond in the morning, @shodges.

[shodges]

Ive attached a pic - can you advise whats next please.

[shodges]

Please see attached

[Debbie-TalkTalk]

Hi @shodges 

Thanks for your reply.

If you contact our Future Fibre team they can take a look if FTTP is available in your area. The contact details are on the help page below.

Your Future Fibre Support Hub

[shodges]

Hi - Would it be an option to move to voip (over my fibre) as aware the copper service is due to end shortly.

[Debbie-TalkTalk]

Hi @shodges 

This help page has more information on test socket testing.

Your guide to main phone sockets

[shodges]

Hi - The landline (phone) has always been connected to the main socket, ive tried a different handset but same issue - what do you mean by test socket?

[Debbie-TalkTalk]

Hi @shodges 

Would it be possible to post a photo of your master socket on this thread so I can check if your master socket has a test socket? 

[shodges]

The phone is connected to the main socket and has always been connected to the same (main) socket - what do you mean by test socket?

[Debbie-TalkTalk]

Hi @shodges 

I'm really sorry to hear this.

The line tests have detected a loop fault and this fault is often caused by internal wiring or equipment connected to the line.

Have you tested with the phone directly at the test socket?