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Dead Phone Line |
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#1 |
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Forum Member
Join Date: Jul 2006
Location: norn iron
Posts: 1,492
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Dead Phone Line
I'm with talktalk and have been hav'n problems with recieving phone calls and internet unavailable over last couple months.
Now the line is dead. Talktalk want £125 to come out and fix it. Is there any other way round this. The phone lines were connected to house back 1970s and the control box at my front door and cabling inside is worn. What options have i or is it just a matter of coughing up the cash. Thanks |
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#2 |
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Forum Member
Join Date: Mar 2006
Location: Hampshire, England
Posts: 7,172
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If is a line fault, then it isTalkTalk's responsibility to get it fixed at no charge to you. I'd call them again and remind them of that responsibility.
Calling out Openreach to do the work will result in TalkTalk being billed for tht work by Openreach. Some service providers try to avoid calling Openreach by scaring the subscriber intro believing that they the will be liable for that charge. A subscriber will ONLY be billed is when the fault is found to be something for which the subscriber is responsible. For Example: a faulty instrument, or faulty cabling downstream of the Master Socket, or upstream of it has been damaged by the subscriber. (In the latter case you claim back on your household insurance.) |
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#3 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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I'm also with Talktalk and I've had phone line problems too, I am aware TT charge for fixing the line, I reported the fault with BT. Considering it's a BT phone line it's their problem and it's their job to fix it.
My problem started when there was water works being done near my exchange, BT fixed the line but a couple of weeks later I was getting bad outages. I contacted TT who wanted to send an engineer but I told them no way in hell was I going to pay £125 for that. I also told TT I would report the fault with BT since it's THEIR phone line. My problem has now being fixed and it didn't cost me a penny. The reason why I contacted TT when the second fault started was that I wondered if the problem was with them. They tested my line but couldn't get a conclusive result, this is why I contacted BT instead of having a TT engineer. |
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#4 |
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Forum Member
Join Date: Jul 2002
Location: NE Essex,6½m SSW of Sudbury TX
Posts: 7,107
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Quote:
I'm also with Talktalk and I've had phone line problems too, I am aware TT charge for fixing the line, I reported the fault with BT. Considering it's a BT phone line it's their problem and it's their job to fix it.
If you pay line rental to Talk Talk, it's their responsibility to organise repair. |
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#5 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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Quote:
It's only "BT's problem" if you pay your line rental direct to BT.
If you pay line rental to Talk Talk, it's their responsibility to organise repair. |
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#6 |
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Forum Member
Join Date: Jul 2003
Location: Staffordshire
Posts: 634
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Quote:
I don't agree, if the line was installed by BT, it's BT who should repair and maintain.
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#7 |
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Forum Member
Join Date: Jul 2006
Location: norn iron
Posts: 1,492
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Phoned TT today on mobile they checked line and reported a fault(as if i did'nt know).
They say it will take 72hrs to fix and the fault is between exchange and house,should'nt cost anything.(here's hoping). I'll get back to you all after 72hrs and tell you the result. |
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#8 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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Good luck with that..
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#9 |
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Forum Member
Join Date: Oct 2001
Posts: 26,381
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Quote:
I'm also with Talktalk and I've had phone line problems too, I am aware TT charge for fixing the line, I reported the fault with BT. Considering it's a BT phone line it's their problem and it's their job to fix it.
My problem started when there was water works being done near my exchange, BT fixed the line but a couple of weeks later I was getting bad outages. I contacted TT who wanted to send an engineer but I told them no way in hell was I going to pay £125 for that. I also told TT I would report the fault with BT since it's THEIR phone line. My problem has now being fixed and it didn't cost me a penny. The reason why I contacted TT when the second fault started was that I wondered if the problem was with them. They tested my line but couldn't get a conclusive result, this is why I contacted BT instead of having a TT engineer. |
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#10 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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Quote:
How did you report the fault to BT Retail?
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#11 |
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Forum Member
Join Date: Oct 2001
Posts: 26,381
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Quote:
Easy, via their website, my account is online.
The fact that you may have an online account with Talk Talk means absolutely nothing to BT Retail. BT Retail have no means to do line tests on lines where they are not the CP. If you go to https://www.bt.com/consumerFaultTrac...on_FURL_faults and stick in a non BT Retail number it comes back with "Sorry, we are unable to perform a line test or accept fault reports online for this type of line." |
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#12 |
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Forum Member
Join Date: Sep 2011
Posts: 1,093
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I have an account with Talk Talk. My phone line was dead all this week. They did some basic checks during the call ( they rang me back from my payg mobile).
I was also concerned about the possible £125 charge. They arranged for an engineer to visit on Friday. It was a BT engineer who arrived - they do all the repair work as it is their network. He fixed the fault and there was no charge. He told me that the connection atop the telegraph pole was the problem. I must say, though, that i found the customer service experience to be terrible. I sent emails, which took days to get a reply. I used twitter, I didn't get a reply. I rang a couple of times. First time I rang their system was down. All in all, the worst example of customer service that I've ever encountered. Not to mention the message stating the possible cost of a repair. It was almost as if they were scaring me off getting my phone fixed. |
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#13 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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Quote:
Then, quite frankly, I don't believe you.
The fact that you may have an online account with Talk Talk means absolutely nothing to BT Retail. If you really want I can send you a copy of the emails |
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#14 |
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Forum Member
Join Date: Oct 2001
Posts: 26,381
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Quote:
Well if you don't believe me that's your problem.
If you really want I can send you a copy of the emails I went to the BT Retail fault reporting page, when you click in the box it tells you the number you enter must be a BT landline. If you still go ahead and put in a non-BT Retail landline it then gives this response saying that it is unable to do a line test. |
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#15 |
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Forum Member
Join Date: May 2005
Posts: 7,978
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Quote:
Well if you don't believe me that's your problem.
If you really want I can send you a copy of the emails |
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#16 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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Quote:
Do you pay BT for your line rental ?, if so then that would make sense. If you are LLU and paying TT your line rental then it doesn't make sense ...... BT or Openreach would usually not talk to you.
I pay BT for the line rental and TT for my Broadband.
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#17 |
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Forum Member
Join Date: May 2005
Posts: 7,978
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Quote:
I pay BT for the line rental and TT for my Broadband.
![]() , dead phone line would be nothing to do with TT.
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#18 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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Quote:
Makes sense then
, dead phone line would be nothing to do with TT.
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#19 |
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Forum Member
Join Date: Oct 2001
Posts: 26,381
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Quote:
I pay BT for the line rental and TT for my Broadband.
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Exactly what I trying to say in the first place.
![]() http://forums.digitalspy.co.uk/showp...73&postcount=3 Quote:
Originally Posted by Cubite
I'm also with Talktalk and I've had phone line problems too
Quote:
Originally Posted by Cubite
The reason why I contacted TT when the second fault started was that I wondered if the problem was with them.
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#20 |
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Inactive Member
Join Date: Oct 2011
Location: Surrey
Posts: 334
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whatever....:yawn::yawn:
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#21 |
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Forum Member
Join Date: Mar 2006
Location: Hampshire, England
Posts: 7,172
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Quote:
I'm also with Talktalk and I've had phone line problems too, I am aware TT charge for fixing the line, I reported the fault with BT. Considering it's a BT phone line it's their problem and it's their job to fix it.
BT fixed the line in your case because you are a BT customer - you pay BT Line Rental and for voice calls but for Broadband you are a TalkTalk customer. Had you not been a BT customer (as above) or had a Broadband only fault, BT would NOT have fixed your line but would have told you to talk to your Service provider. BT Retail, who you contacted, DO NOT fix lines. That is done on their behalf (and all all other Service provideers behalf) by Openreach - a BT Company but NOT BT Retail. This division of labour (c/w Chinese Walls) is required by the regulator. So the nub of it is, the OP should follow the advice that I gave in my first response to his/her post. |
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#22 |
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Forum Member
Join Date: Jul 2002
Location: NE Essex,6½m SSW of Sudbury TX
Posts: 7,107
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#23 |
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Forum Member
Join Date: Sep 2010
Location: UK
Posts: 160
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HI All,
To clarify in any case of a fault this should be reported to your ISP directly. The ISP is then responsible for co-Ordinating Open Reach if this is a line issue on behalf of the customer. Open Reach are not custeomr facing and act as a service provider to UK ISP's using their exchanges. If the Op wishes to join the TalkTalk Members Forum we can provide full account support and fault management as necessary. We can raise the fault to our network teams who will conduct testing on the line and arragne Open Reach engineers as applicable. Regards Mark TalkTalk Online Community Department |
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#24 |
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Forum Member
Join Date: Oct 2001
Posts: 26,381
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Quote:
HI All,
To clarify in any case of a fault this should be reported to your ISP directly. Quote:
The ISP is then responsible for co-Ordinating Open Reach if this is a line issue on behalf of the customer. Open Reach are not custeomr facing and act as a service provider to UK ISP's using their exchanges.
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#25 |
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Forum Member
Join Date: Jul 2006
Location: norn iron
Posts: 1,492
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Ok so the 72hrs came and went and still line dead no word from TT,
Rang them myself on mobile (more cost) they are now sending an engineer out to house Fri am. Looks like £128 then. If they get it fixed and it costs me gonna claim it back of home ins,then cancelling TT contract. Their after sales is a joke,no refund for lack phone and broadband and cost of mobile calls. THROUGHLY sick of them. Gonna contact WATCHDOG as well. I will get back 2moro with hopefully final outcome. |
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, dead phone line would be nothing to do with TT.