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GeorgeMoulton
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Need to Book an engineer for phone line

I have no dial tone on my phone line.  All connections have been checked.  An on line test says there is a problem with the line.  How do I book an engineer visit?

thank you

Paul_DN
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Re: Need to Book an engineer for phone line

Hi GeorgeMoulton,

 

Thank you for reaching out to us in our community and welcome, I am sorry to hear you haven't got a dial tone, is this a new connection , has the line worked previously, how is the phone connected, is it via the wall socket or the router?

 

I have tried to have a look our end however haven't been able to find your account with the details we have for you.

 

 

 

 

Regards

 

Paul.

 

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GeorgeMoulton
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Re: Need to Book an engineer for phone line

Hello,

Thank you for your reply.

The phone is connected to a router. Although we no longer have broadband connected.

we only set up the online account yesterday so not sure if you have details.  Do you need my account number, etc.?

We had a tree removed from the front garden and think the cables have been damaged.

How do we book an engineer visit?

thanks in advance for your help

 

 

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Katie_WT
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Re: Need to Book an engineer for phone line

Hi there @GeorgeMoulton

 

Thanks so much for popping back - you advise that you no longer have broadband connected? Can you elaborate on what you mean? If you get your landline via your Hub, you will need to have an active broadband connection for this to work.

 

Do you mean that you are having a fault with the broadband also? 

 

Cheers

Katie - Forum Team


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GeorgeMoulton
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Re: Need to Book an engineer for phone line

Hello,

The phone line is connected to the router.  The phone line has been working fine for over 12 months.
We do not use the broadband.
A tree was dug up in our front garden.  Since then the phone has not worked.

We keep trying on our mobile to speak to someone but just receive an automated operator.  

would really appreciate someone advising how we can book an engineer to check the line.  We don’t mind paying.

thank you

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John_GS
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Re: Need to Book an engineer for phone line

Hi @GeorgeMoulton

 

Thanks for coming back to us. 

 

I'll PM you now to assist further

 

Kind regards,

John_GS
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John_GS
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Re: Need to Book an engineer for phone line

Thanks for the details @GeorgeMoulton

 

Our system cannot run tests on your router. Is the router turned on?

 

Have you also received a calling card asking to call us and quote RP Block? 

 

If the router is on, are there any lights on the hub? 

 

We need to check the following


• the hub is switched on, the power cable is connected securely and it is switched on at the socket 
• the coax cable are securely connected to the hub, to any splitters that are in use and to the wall socket

 

Once the cables have been checked, reboot the Hub.

 

The Hub can be rebooted by using the button/switch at the back of the Hub or by turning the Hub off from the mains then turning it back on.

 

It may take a few minutes for the Hub to re-establish the connection. 

 

Kind regards,

John_GS
Forum Team

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GeorgeMoulton
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Re: Need to Book an engineer for phone line

Hello,

appreciate your help.

the router is turned on.

there is a green flashing light.

will you your system be able to run a test if the cables have been damaged

we have had no calling card asking us to call you or quote RP block

as instructed we have tried rebooting the hub by turning off. Waiting 30secs then turning back on.

After rebooting the router has the flashing green lights again.  The phone line still has no dial tone and is not working. The error message on the phone says to check line.

thank you

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GeorgeMoulton
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Re: Need to Book an engineer for phone line

Just to confirm all cables where checked as stated previously
Thanks
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John_GS
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Re: Need to Book an engineer for phone line

Thanks for coming back to me and doing that.

 

I've booked a technician visit for you as no dial tone, however specified in the subject it could be a wiring issue.

 

You can find details of the visit here

 

Kind regards,

John_GS
Forum Team

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