Phone suddenly stopped working but internet fine...

davidc60

Hi,

I have been trying to resolve a telphone problem for a relative but without success and I wonder whether anyone can throw any light on what the cause of the problem might be.

My relative has a domestic phone and broadband contract with TalkTalk.

The internet works fine but the phone has recently stopped ringing and there is no dialing tone at home - this is the case with or without the filter. Prior to this sudden, unexplained issue with the phone, everything had been working fine for several years with no phone or internet problems at all.

TalkTalk insist that there is no problem with the line.

Things I have tried so far without success:

(1) I have removed the front plate of the NTE5 Master Socket and tried the phone and the filter in the internal 'test socket' (together and separately) but the situation is the same - i.e. the internet is fine but the phone does not ring and there is no dialing tone.

(2) I have checked the wiring connections in the NTE5 Master Socket (A and and they were fine - both the blue and the orange 'live' wires were connected securely (the unused green and purple(?) wires are unconnected and don't seem to be an issue).

(3) I have checked both the phone and the filter on another line elsewhere and both of them work fine elsewhere, just not at the address in question.

(4) I have tried the phone with 2 other filters at the address in question but still the problem is the same.

(5) I have also temporarily replaced the existing NTE5 Master Socket with one of my own and re-attached the wiring just as it was before but still the situation is the same - i.e. the internet works fine but the phone does not ring and there is no dialing tone.

(6) I have also checked the connections inside the small, rectangular green junction box just inside the front door where the external drop wire meets the internal drop wire before leading off to the Master Socket about 5 metres away. All that wiring seems to be fine too.

I am puzzled as to how the internet can be fine but the perfectly good phone and filter (as tested elsewhere) have suddenly stopped working.

Surely both the phone and the internet rely on the same two orange and blue live wires that come in from outside?

Any ideas on the possible cause of the problem and a DIY solution? (Naturally, we want to avoid any extortionate call-out charge from the phone/internet company).

Thanks

David Corkindale

AndyPK

I believe the internet will work with only 1 wire.

OR have probably knocked one wire off in the road so you will just have to get them out

Carrot007

You have tried a lot but not hte most logical two (unless I missed it).


1. Try a different phone. (Borrow you neighbours).


2. Try you phone elsewhere (At nighbours while borrowing theirs for 2 mins?).


Most likely is a OR problem though ;-) My father had one (with TT), they refused to deal so they moved to BT. TT sent an early cancellation charge. With the info from BT they decided not to persue it.

iniltous

This is the sort of issue you should judge your provider on, you have no phone service, you have done far more than is necessary to prove the fault is external to your property, so your provider should have passed this problem to Openreach to check already
.....even if they feel the need to give you the warning about charges if the problem turns out to be on something you are responsible for, your equipment/wiring/sockets, but you have already proved the issue out over so can accept this warning without any worries.

You need to get back onto TT and insist they deal with the problem, even if it's something in the OR network, the fact is you don't pay or have a contract with OR, it's TT that do, your contract is with TT and they are not delivering the service you are paying for.

macman

It's very common to lose voice but retain data service, and vice versa

simonbk

Had a similar problem with my Vodafone line. Fibre BB was working fine but suddenly no dial tone and callers were getting an engaged tone. I tested the phone at a different address to confirm it was okay.

Rang Vodafone from my mobile and they ran some line tests, then told me they would have to book OR to fix it who may need access to the property. Two days later got a text message saying the fault had been fixed. No engineer visit, no charge and no problems since...

[Deleted User]

Carrot007 wrote: »

You have tried a lot but not hte most logical two (unless I missed it).


1. Try a different phone. (Borrow you neighbours).


2. Try you phone elsewhere (At nighbours while borrowing theirs for 2 mins?).


Most likely is a OR problem though ;-) My father had one (with TT), they refused to deal so they moved to BT. TT sent an early cancellation charge. With the info from BT they decided not to persue it.

You missed number 2 and the phone was fine, I can't see number 1 adding anymore information TBH.

I'd bet good money on Talktalk being wrong (given their rep would it surprise anyone?) and it being an exchange/OR problem.

Mister_G

Your broadband is, indeed, only connected to one wire.

It looks like a break somewhere in the local loop (which must be complete for the phone to work).

It will be for TT to contact OR to sort.

Good luck!