Major problem. Activated O2 broadband on TalkTalk line. Now no phone. Help!

KevinM

It looks like I have made a major mistake.

I organised O2 Home broadband for my parents (they didn't have any kind of broadband before, so it was a completely new broadband setup).

Things looked like they were going well. Got all the txts from O2 with dates etc, and final one yesterday saying welcome to O2, your broadband is now active.

Excellent, I thought, but my parents phoned me at 10pm last night to tell me that there phone isn't working. There's no dial tone or anything.

It was too late to call anyone to check, but on phoning BT, it seems that my parents line is supplied by TalkTalk, not BT. I never knew, and now they have no phone.

Anyway, can anyone who is quite knowledgeable in these things explaing what has happened, and more importantly, how I go about fixing it? It seems to be a right mess.

Has their line been disconnected?
Will they have to have it re-connected (fee?)
Will they end up with a new number?

As I said, it sounds like a right mess.

Thanks,
Kevin.

macman

Firstly, have you tried ringing them to see if there is any incoming service? Secondly, tell them to swap the handset to see if it is faulty. Thirdly, get them to test it by plugging into the BT master socket, rather than an extension. If after these tests the phone line (as opposed to the broadband) isn't working, they just need to phone TalkTalk to report the fault, they will check it and get BT on the case.
It's impossible to say if it's related to the broadband upgrade or not, it could just be a coincidence, but most likely when they did the exchange ADSL upgrade they have not reconnected the line properly.
Why would they pay a reconnection fee or need a new number? Their phone service will continue just as before.

TalkTalk

Hi KevinM,

We can't really offer that much advise to a 3rd party due to data protection law but you can report the fault on behalf of your parents. They will need to do some diagnostic testing before the fault can be progressed so I'll run through that now for you.

Firstly do they have an NTE5 master socket? See this article for help with this. If they have a test socket please ask them to test a known to be working corded phone direct into the test socket. If there is still no dial tone then a fault needs to be logged. If the phone works in this set up then there are problems elsewhere and your parents need to get any other equipment that could be causing the problem looked into.

Cheers
EmmaL

fatou256

TalkTalk_Company_Representative wrote: »

Hi KevinM,

We can't really offer that much advise to a 3rd party due to data protection law but you can report the fault on behalf of your parent

Hmmm..... there is something wrong with this statement .. however make sure that your parents were not put on LLU with talk talk as if it is the case then O2 broadband won't work. good luck with talk talk m you will need it !