landline phone not ringing

[oggy2uk1]

I seem to have a problem we can ring out and the internet is working but we do not get a ring on the phone when someone tries to ring us. We have tried a different phone and plugged it in the master socket and it still the same. We have call safe could this be causing the problem?

[Michelle-TalkTalk]

Hi,

Will do.

Thanks

Michelle

[oggy2uk1]

Thank you can you make sure they will ring my mobile.

[Michelle-TalkTalk]

Hello,

Apologies, I'm not able to arrange the engineer visit via the Community, however I have escalated this to the correct team for you now and have asked that they contact you ASAP to arrange an engineer visit.

Thanks

Michelle

[oggy2uk1]

Any day 8-1 Yes I accept charges.

[Michelle-TalkTalk]

Hi,

Thanks for checking. The next step will be to arrange an engineer visit to the property. Please can you confirm acceptance of potential time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can book the next available visit for you.

Thanks

Michelle

[oggy2uk1]

Yes the call connects, I have looked in Callsafe and there is no calls blocked.

[Michelle-TalkTalk]

Hi,

If you log into CallSafe in your My Account, does it show any calls that are blocked? If not then the next step would be to arrange an engineer visit to the property if all testing has been completed at the test socket with different handsets. Can I also just ask, if you lift the phone up when you are calling your number does the call connect?

Thanks

Michelle

[oggy2uk1]

We did have call safe before we renewed our phone package, it seems to have started from then. Yes I did remove the router.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Have you only just turned CallSafe on? When you tested with the 2 different handsets at the test socket (behind the faceplate) did you also remove the router from the line?

Thanks

Michelle

[oggy2uk1]

Yes I have tried this and still have the same problem, I have tried ringing the house from my mobile and we can answer it but the phone did not ring to notify the call. We have the call safe option which screens incoming calls could this be the problem?

[Michelle-TalkTalk]

Hello,

Thank you. I've run a few tests on the line now which are clear. Does your main socket have a test socket please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[oggy2uk1]

Updated

[Michelle-TalkTalk]

Morning,

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