BT or Talk Talk to Help with Fault on Line!!

saltiresal

My parents who are in their late 70s are having problem with a fault on their line (a noise almost like an engaged tone but not exactly the same). I can sometimes hear it when they are on the phone to me but not always but they can hear it all the time. They have phoned Talk talk who they pay their bills to and they say they need to phone BT if it is a problem with the line. In other words they are washing their hands of the problem. My father has been on to BT and has listened to various computer messages and been passed on to several people before they told him that they couldn't check it and if they had to come round to the house they would charge him. Who the heck can check the external line to see if there is a fault. Surely it doesn't take a home visit to do that. I tried going on line to BT to check the fault but it is saying the phone number is invalid. My parents will get very stressed out by this treatment. Anyone got any ideas please.

Heinz

Typical of Talk Talk's so-called Customer Service I'm afraid.

BT's fault reporting sytem says the number is invalid simply because it is a Talk Talk number, not a BT one. Trying to get BT to fix a fault on a Talk Talk line is like trying to get Tescos to accept return of a faulty Sainsbury's item.

https://forums.moneysavingexpert.com/discussion/comment/44469446#Comment_44469446

If they pay line rental to Talk Talk, it is Talk Talk's responsibility to fix the fault (in fact, they will have to get Openreach to deal with any fault(s) other than those on their own equipment in the exchange, but that's irrelevant).

Report the fault to Talk talk again.

And again.

And again.

iniltous

Just to add, you or your parents are not expected to check the line, just what the end user is responsible for, anything from the master socket forward, so phones, sky boxes, adsl filters, routers etc..if the master socket is a NTE5 type you can easily disconnect everything BT/Openreach are not responsible for and with a known working phone connect directly to the line...if the problem goes then its a problem on your own equipment , if the fault remains then you can report it to whoever gets the line rental payment, its up to them to organise the repair of fault

DVardysShadow

saltiresal wrote: »

My parents who are in their late 70s are having problem with a fault on their line (a noise almost like an engaged tone but not exactly the same). I can sometimes hear it when they are on the phone to me but not always but they can hear it all the time. They have phoned Talk talk who they pay their bills to and they say they need to phone BT if it is a problem with the line. In other words they are washing their hands of the problem. My father has been on to BT and has listened to various computer messages and been passed on to several people before they told him that they couldn't check it and if they had to come round to the house they would charge him. Who the heck can check the external line to see if there is a fault. Surely it doesn't take a home visit to do that. I tried going on line to BT to check the fault but it is saying the phone number is invalid. My parents will get very stressed out by this treatment. Anyone got any ideas please.

Now is the time to WRITE to TT, keeping copies. No doubt their rep will be on here telling you to report the matter on their online forum. Whether or not you do is up to you - personally I think you have done enough and have been fobbed off enough with a plainly incorrect answer that you should WRITE.

You should give TT 28 days to fix the problem after which you will regard them as not fulfilling their contract obligations to provide an acceptable telephone service and feel free to terminate without penalty. Hopefully they will deal with the problem, but if they don't, you will have given them good notice and you should leave.

zagfles

TalkTalk used to do a CPS service (they might still do) where all calls are routed via TT but line rental is still paid to BT. Could it be they're still on this? In which case TT are right about BT being responsible.

It sounds odd that TT would tell them to contact BT if line rental is paid to TT - I've reported faults to them and they've always taken responsibility for line faults (and contrary to what you read here they've usually been quite good at dealing with them). And also that BT wouldn't simply say not a BT line talk to your service provider?

OldGreyFox

zagfles wrote: »

TalkTalk used to do a CPS service (they might still do) where all calls are routed via TT but line rental is still paid to BT. Could it be they're still on this? In which case TT are right about BT being responsible.

It sounds odd that TT would tell them to contact BT if line rental is paid to TT - I've reported faults to them and they've always taken responsibility for line faults (and contrary to what you read here they've usually been quite good at dealing with them). And also that BT wouldn't simply say not a BT line talk to your service provider?

Talk Talk no longer offer CPS.;)

zagfles

OldGreyFox wrote: »

Talk Talk no longer offer CPS.;)

Even for existing CPS customers?

TalkTalk

Hi saltiresal,

if you get your parents registered on https://www.talktalkmembers.com we can take a look at who has there landline and get this sorted for you.

Ady

jhp

TalkTalk_Company_Representative wrote: »

Hi saltiresal,

if you get your parents registered on www.talktalkmembers.com we can take a look at who has there landline and get this sorted for you.

Ady

As you know to register you will need the TalkTalk telephone number and the TalkTalk account number.

If saltiresal parents have a TT phone number surely they must be with TT.