issue with home phone line

[wfleckner]

Hi,

We have been having severe crackles on our home phone like for a couple of months now.

This has been reported to talktalk who have sent an engineer out (wall mounted box replaced but problem not resolved) and then an openreach engineer was sent who found no fault at our house.

Talktalk then decided to charge us £75 for the second visit as they said it was not their fault which we have negotiated down to £37.50, not happy about that but we've let it go.

Anyway the openreach engineer said the problem was probably at the main exchange so it's an openreach problem.

Talktalk have closed our case and openreach say we can't contact them direct so we don't know who to contact about this.

I am seriously considering changing provided when our contract ends as I think other providers would be more helpful with this issue.

Has anyone else had a similar problem?

Thanks

Wendy

[Michelle-TalkTalk]

Morning Wendy,

If the noise is still present at the test socket (behind the faceplate) with 2 different phones and with all other equipment removed from the line then the next step would be to arrange an engineer visit to the property.

If you'd like to go ahead with this then please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can arrange this visit for you.

Thanks

Michelle

[wfleckner]

Hi,

Sorry I thought I had replied to this.

The noise is generally there although there can be some times when it doesn't happen so much.

We have done all the tests you have suggested.

Is there any way we can escalate this? It seems that if we raise another call with TalkTalk they will just arrange for another engineer to visit, find no issues and charge us for the privilege.

I can't find anyway to contact OpenReach direct.

If this carry's on we will have to look at changing suppliers when contract ends and hopefully the next one will be more helpful fixing our problem.

Thanks

Wendy

[Debbie-TalkTalk]

Hi @wfleckner 

I'm sorry to hear this.

I've completed 2 different line tests and both of these tests are clear - no line faults detected.

Is the noise there on every call?

Can I just check, you have tested with a different phone (if possible corded) directly at the test socket, with the router removed?

[ferguson]

If an Openreach engineer said there was no fault found internally, but maybe at the exchange, why did they not follow that up? Seems odd. 

Anyway, this has been flagged up to the support team here, wait for a response from them.