my landline wont make or receive calls.

[DaveGostelow]

I still have got broadband, but my phone line is not working.

I have tried a different phone in the socket and also took the broadband filter out to try the main socket. still no phone though.

If I ring my own number, my mobile thinks its ringing, bit the landline remains completely silent.

There is no dialtone on the landline.

I'd like to raise this as a fault. but this message system seems to be the only way to contact anyone.

[nambuso-TT]

I truly understand Dave, I am sorry for that after looking into this, I can confirm that the best way is for you to contact us on the above number so that they will continue with diagnosing your issue and I will leave notes regarding this on your account so that you will not have to start from the beginning, you can simply continue where we left off.

Since you were not at home and you mentioned that you will be back at 12h00, since I resumed your case please contact if the contact details are still the same and nothing has changed. Thanks

[DaveGostelow]

I don't have data turned on at all on my mobile. even wifi is not on. this phone is only for emergencies and has just a few ££ of credit on a pay as you go sim card. my mobile phone and its sim card are nothing to do with talk talk. I think its gifgaff but I can't remember.

As I already said, I don't want to risk loosing my only remaining phone connection just to prove a point about data use.

[nambuso-TT]

I'm sorry to hear that you feel this way David, Please do contact customer service so that they would be able to further diagnose this for you as we need you to have connection in order for us to communicate further step that'll fix the issue. 

03451720088

They are open Monday - Friday 9am- 7pm and Saturday 9am- 6pm

I will also pause your case on my end so that you will not have to start afresh, you will just continue where we left off David. 

Thanks

[Gliwmaeden2]

@DaveGostelow, you were not being asked to diagnose which app.

It should be set to WIFI only for ALL app updates and kept on WiFi only all the time unless you are out and about with no possibility of a wifi signal. 

Otherwise your phone will eat data. This is one of the few occasions where data would be switched on: when wifi has to be switched off.

[DaveGostelow]

you are describing what should happen.

I'm describing what actually happened. I'm not comfortable trying to diagnose which app or whatever it is trying to update on my mobile at the moment. its my only working phone, and I only normally use it for emergencies only.

It looks like we can't take this any further on this forum.

I'll phone you (talktalk) and try to get some progress on the phone.

I already have a fault opened Reference number REP-15533393 that was opened automatically after I did a line test yesterday afternoon.

[nambuso-TT]

@DaveGostelow- I understand your concerns with using your mobile data however we would need you to do this in order for us to complete the checks and get a resolution for you. 

[nambuso-TT]

That is correct, Thank you @Gliwmaeden2. 

[Gliwmaeden2]

@DaveGostelow, your mobile could only use up data that fast if it were updating apps  

It should be set to only update over WiFi.

Forum staff are NOT authorised to phone you. This is online support only.

[DaveGostelow]

my mobile phone used all my credit in a few seconds: about £12 worth. it was so quick I could not get to the settings to turn it off before the credit was gone. there is no point me trying that again. it will probably just use all my credit again. then I won't have any phone credit, and with no internet no way to buy a top up either.

[nambuso-TT]

I understand however it'll be only be for few minutes just so you can see when you need to put the faceplate back.

[DaveGostelow]

no. last time I tried turning on mobile phone data it used up my whole credit in a few seconds. so I keep it turned off.

[nambuso-TT]

No problem, for the time that the internet is off, would you be able to use your mobile data to respond?

[DaveGostelow]

If I remove the faceplate, I need to remove the filter plugged in to it. and I'll not have any internet connection.

So I'll remove the cover if you want, but I won't be able to post another message on here after that.

Do you want to phone my mobile?

[nambuso-TT]

Alright Dave so In order for me to continue with conducting checks and getting to the bottom of this, I will kindly need you to remove the faceplate from your master socket and please confirm once done. Thanks

[DaveGostelow]

yes it has screws on the front exactly like the NTE 5 picture.

[nambuso-TT]

Okay thanks for that.  so just to confirm before we proceed does the faceplate has screws on the front?

[DaveGostelow]

Its NTE 5.

[nambuso-TT]

Thanks for your kind patience, I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

Thanks

[nambuso-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[nambuso-TT]

Okay so as I was running checks, the line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected I'll be able to tell you if an engineer is required or whether there are issues I can investigate with you through further checks.