Talk Talk Problems

chubster1960

I used to be with Talk Talk for line rental & calls and now I'm with plusnet. I've been aware for a while that we don't appear to be able to receive calls from certain family members and friends. We now realise they are all customers of Talk Talk and it seems more than co-incidence that we can't receive their calls. We taken it up with Plusnet and had the line checked with no problems. We've also checked our equipment which is ok. Talk Talk say it is nothing to do with them but I suspect it must be but I'm at a loss what to do next other than to complain to Ofcom. Has anyone had experience of this problem and any suggestions to resolve it would be appreciated?

macman

What do you mean by 'can't receive their calls'? What happens when they call you-do they get a ringing tone, does your phone ring? Can you call them?

chubster1960

Yes, our phone rings to the caller but not at our phone and we can ring them.

chubster1960

Any suggestions macman?

david39

I don't suppose you have changed your number and not told them?

macman

Are you sure the ringer is working on your handset? Have you tested it yourself using your mobile?
Have you tested the handset on another line known to be working?

chubster1960

Yep, phones already tested and working and no, David, even we're not likely to be caught out by that one!

Phones4Chris

Dial 17070, you should get an announcement telling you your number - check it's what you expect it to be! Then try the Ring Back option.
Can your family/friends call other non-talktalk numbers ok? (If you dial your own number I assume you get engaged?).
I assume you were with TT for broadband as well, and were therefore LLU? Therefore it sounds like they still have your number on their network (as well as it being on BT's if others can ring you). If my assumptions are right, it is very definitely something to do with TalkTalk and their Network arm Opal. So I would contact them, tell them again what is happening, and to get onto their network arm immediately otherwise you will complain to OFCOM and sue TalkTalk for additional costs incurred by you and your family & friends as a result of their error.
I'd report the problem to OFCOM anyway. TalkTalk are notorious for making it difficult for anyone leaving their LLU phone service.

chubster1960

Thanks Phones4Chris. I have checked our number is ok although the ring back says I am trying to access our messages and must use 1571. I wasn't with TT for broadband and would this make any difference to your assumption and the possible solution?

Phones4Chris

Hmmm. That means it's more unlikely that you were moved to LLU equipment, but you still might have been or there could still be an issue on TalkTalk/Opal's database. This is an odd one, I don't remember hearing anything similar previously.
I think the best approach may be to go and post on Plusnet's forums on the Home Phone board. Explain your problem fully and clearly and request that one of the Digital Care team take a look into this as it will need someone to follow this through carefully and thoroughly due to the potential complexity.

chubster1960

Thanks your help and I've got Plusnet on the case and will report back for information if I get it resolved.