landline incoming calls not ringing-show witheld number on phone screen

[emmyc44]

Since joining talktalk a week ago we have had no incoming calls ringing. They show on the phone screen but say witheld number and we don't hear them. Callers have left voicemails. We can dial out.

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

Ok thank you. I've included a Help Guide below, if the same fault is happening at the test socket with 2 different handsets then the next step would be to arrange an engineer visit to the property.

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[emmyc44]

Hi Michelle

I'm not sure, do I have to unscrew the socket? When you say "main" socket does that have to be where the router plugs in? Or whichever is deemed the most used phone? There are two working handsets in the house. The issue is at my elderly parent' house so its a bit tricky to manage logistically. I can check it this afternoon. 

[Michelle-TalkTalk]

Good morning,

I'm really sorry for the delay. I'm not sure why your reply didn't come straight back to me, apologies. I've run a few tests on the line now which are all clear. Does your main socket have a test socket please?

Thanks

Michelle

[emmyc44]

Hi Michelle, that info has been updated. 

[emmyc44]

Ok, all done. Thanks Michelle

[Michelle-TalkTalk]

Hi emmy,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle