No Landline dial tone

[bpatel85]

Hi 

There has been no dial tone on my land line service since yesterday, done all the troubleshooting issue still persist, coverage status in the area shows no problem

Can this be looked into?

Thanks

Bhav

[Jodi_S]

Hi bpatel85,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're currently without a working landline.

Remotely checking the system from our end, we can see that you have now changed over to our new 21CV phone system where you will have to plug your landline in to the back of your router to make outgoing and receive incoming calls.

Can we ask if you have been sent your phone line adaptor in the post? We notify all customers in advance when your switchover is going to happen, and the adaptor is sent in advance to you. 

If you have received your adaptor, please follow the instructions and plug your landline in to the TEL 1 port on the back of your hub. 

If you're experiencing any issues with this, please come back to us for further assistance.

Kind regards Jodi. 

[bpatel85]

Hi

I have tried done the suggested and connected to the router in Tel 1, still getting the same issue no dial tone.

I didn't want to attach my phone line to the router, can this be changed back, why did it need to be changed? Don't say its for a better service as there was no issue with the phone line the way it was.

Cam this service be changed back?

Thanks 

Bhav

[Jodi_S]

Thanks for coming back to us bpatel85,

Can we ask if you to reboot your router and try the line again please. Unfortunately, you will not be able to revert back to the old copper line as changing to the phone service via cable is a government objective and this has to be completed by 2025, we are choosing to take the changeover now to ensure all of our customers have been migrated prior to the current telephone exchange being closed down in 2025. 

If you still have no dialling tone after trying the above, please come back to us as we will have to book an engineer for you.

Kind regards Jodi. 

[bpatel85]

Hi Jodi

I did the below still having issues.

I did call 150 as it stated that there are intermittent issues in the se18 1ad area, can this be checked and confirm your end? 

Thanks 

Bhav

•  

[Jodi_S]

Thanks for confirming bpatel85,

I am going to look into this further for you. Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Jodi_S]

Thanks for your private message bpatel85

I do apologise, you are currently being affected by an area outage which is why you are experiencing no dialling tone at present.

We have identified the problem and an engineer is on their way. We expect this fault to fixed by 2pm tomorrow afternoon, however we do have to advise this is an estimated fix time and is subject to change. 

Sorry for any inconvenience caused.

Kind regards Jodi. 

[bpatel85]

Hi

Any chance of getting another update and an ETA on a resolution, issue still persists.

Regards

Bhav

[Ilyas_Y]

Hi @bpatel85, thanks for the update on the forums.

I'm sorry to hear that the issue has not been resolved 😞
I have had a look and I can see that the fault repair time has been extended to the 31st October 2022 at 2pm.
I do apologise for the inconvenience this has caused, if you wish, you can check the service status here for fault updates.

Kind regards,
Ilyas.

[bpatel85]

Hi 

Any further update on when this will be resolved?

I have had no land line for 6 days now.

Got advised to check service status online and only get below response.

Will my account be compensated for this?

Regards

Bhav