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Internet OK, Phone Line not


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Old 05-05-2011, 12:31
OzLover
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Does anybody on here know why I am getting on to the Internet OK, but my phone is down. Do TalkTalk have their own lines, cant think of anything else!
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Old 05-05-2011, 12:45
bryemycaz
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The Broadband can work down one of the two Legs (Wires) that make telephones work. However the phone line needs both legs (wires) to make it work. You need to go to the Master socket with nothing else connected to see if you have a dial tone there. If you do you have an internal fault somewhere. If not call Talk Talk as the fault will probably be in the openreach network.

In my experiance 9 times out of ten these faults are a Openreach problem.
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Old 05-05-2011, 12:48
olivia888
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Hope anyone will help u
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Old 05-05-2011, 12:50
chrisjr
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Whilst both services come over the same physical pair of wires to your home at the exchange they are split out into separate sections of the exchange equipment. So a fault on one section might not affect the other.

Also check it is not a problem with your internal wiring or filters, or indeed your phone instrument itself.

If you have the NTE 5 type of master socket with the removable lower panel then take off this panel to reveal the test socket on the bit left on the wall. Plug a known working phone directly into the socket, do not use an ADSL filter.

If you get dial tone and can make and receive calls then your line is OK. If not then you have a line fault.

If the line proves OK then unplug the phone and plug it back in using an ADSL filter. If it now stops working then the filter is broken so try another if you have one.

If it still works via the filter put the master socket face plate back on and plug a phone directly into the socket, no filter. If it works then the master socket at least is working If not then the faceplate is damaged and needs replacing.

If you have any extensions then try each of those but again plugging the phone in without a filter.

If you cannot get any dial tone at all no matter where you plug the phone in then try a different phone if you can. Or try your phone on a line you know to be working if possible. If your phone works on a different line but does not work in any socket in your home then you may have a line fault.

The reason for trying as far as possible to eliminate your internal wiring, ADSL filters and phone is that fixing line faults is usually free to you, but faults caused by your kit will incur a charge!

Once you are fairly certain there is a line fault then call whoever you pay line rental and phone call charges to and explain the tests you have done. If you pay line rental to someone other than BT they may be hesitant to call out Openreach (who maintain the network) because Openreach will charge them but as i say if it is a line fault they can't get their money back out of you.
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Old 05-05-2011, 17:08
OzLover
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Thanks for the replies. My brother reported it last night, and it is at the exchange; I checked on line just.
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Old 06-05-2011, 11:45
TalkTalkSupport
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Hi OzLover,

I hope we resolve the issue for you quickly, if not register at www.talktalkmembers.com and we will jump on and help.

Cheers

Ady
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Old 06-05-2011, 16:16
OzLover
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Hi OzLover,

I hope we resolve the issue for you quickly, if not register at www.talktalkmembers.com and we will jump on and help.

Cheers

Ady
Thanks, but it was the phone line which was down, came good early this morning.
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Old 06-05-2011, 16:26
spiney2
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The adsl modem might go straght to talktalk network at some larger exchanges - and it's possible there was an exchange subscriber line unit fault at same time ....... pretty rare!
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Old 09-05-2011, 14:22
TalkTalkSupport
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Glad to hear it's working again for you.
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