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    Problem with your line

    • Answer
    • Occasionally you may experience a problem using your TalkTalk service - whilst we are doing our utmost to make sure you don't experience a fault by making sure we are using the best service providers and networks to carry your calls, there are times when you may experience difficulty in either making or receiving calls. Please read the advice below and the frequently asked questions received from our TalkTalk customers.

      If you're experiencing difficulty with your TalkTalk landline, there are a few simple checks you can carry out before calling us. These can not only help us identify the problem for you, but may even help you to solve the problem yourself.

      Is your line rental with TalkTalk?

      The company providing your line rental maintains your phone line. If this is TalkTalk, we are more than happy to help. If your line rental is with BT or another service provider, you will have to contact them if:

      • You have no dial tone
      • Your telephone is not ringing
      • Your incoming calls are crackly or quiet

      If your line rental is with TalkTalk, try this

      You will need to check your main BT phone socket to ensure it is in working order. The following checks will help you do this:

      1. Unplug all devices from your main BT phone socket, including any microfilters.
      2. If your main BT point looks like the one below, you can follow the instructions under the picture. If it doesn't, do not try the steps below and Contact Us.

      1. Remove the bottom part of the socket by unscrewing the 2 screws.
      2. Gently ease away the bottom part of the box; please be careful.
      3. Once removed, you will see a test point in the bottom right hand corner. Try connecting a corded phone into this point.
      If you are now able to make a call, the fault is with the extension wiring or a piece of your telephone equipment. You can try to locate the fault yourself or you can call us to arrange an engineer's visit. Please be aware, there will be a charge for this service. See our Broadband Terms & Conditions for details.

      If there is still a problem with your test socket, or your phone does not have a test socket or does not look like the picture above, then please call our Faults Team on 0870 087 8777 orContact Us, where our advisors will be more than happy to help you. (TalkTalk customers will not be charged for calls to this number. Call costs from other providers may vary. Lines are open: Monday to Friday 8am to 8pm, Saturdays 9am to 6pm and Sundays and bank holidays 10am to 5pm.) If we arrange an engineer visit and the engineer finds a fault with your equipmment, or if they think the fault has been caused by you, TalkTalk will charge you for the visit.

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    • View Answer at http://help.talktalk.co.uk/app/answers/detail/a_id/1395/related/1
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