topic Re: Question #228752524 in Home Phone

Question #228752524

198kHz — Sun, 30 Oct 2022 13:22:48 GMT

This morning I reported a landline fault.

Having viewed the above Question, I note that there is a summary, thus:

[Internal]
Fault ID: 846740 was created
- Fault start date was added and set to 30-10-2022
- Service affected was added and set to Voice
- Fault symptom was added and set to One way transmission
- Engineer visit was added and set to Yes

How can there be one way transmission when a call cannot even be established?

When reporting the fault, I explained to the agent that the symptoms are:

Outgoing calls are fine.

Incoming calls: The caller receives a short burst of ring tone, followed by "Sorry, there is a fault - please try again".

The phone does not ring at all.

The agent acknowledged and understood the above, yet that information does not appear on the ticket.

Has the information nevertheless been passed to Openreach?

Re: Question #228752524

Baldrick1 — Sun, 30 Oct 2022 14:01:20 GMT

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Re: Question #228752524

198kHz — Sun, 30 Oct 2022 14:15:47 GMT

Thanks @Baldrick1

I should perhaps also have pointed out that this fault is on my other account, not the one associated with my forum ID.

Re: Question #228752524

Gandalf — Sun, 30 Oct 2022 15:51:48 GMT

Hey @198kHz,

I've had a nosey at the ticket ref 228752524. I think the agent chose that fault code as you could only make calls not receive them. Although I'd argue that "Bell Not Ringing" might have been more appropriate, so I've changed it for you now.

While I can't change the fault with Openreach from how it was raised as "One Way Transmission", to be honest 9/10 this doesn't really mean much when an engineer goes out especially if we're arranging an engineer visit, because presumably someone will be there to explain to the engineer what's happening with the service.

Also the agent did leave notes for the engineer "Can only call out can't receive inbound. Otherside just get a fault message".

Cheers

Re: Question #228752524

198kHz — Sun, 30 Oct 2022 16:11:44 GMT

Thanks for the clarification @Gandalf

I guess this will be one of your last topics on the board. Good luck in your new role tomorrow!

Re: Question #228752524

Gandalf — Sun, 30 Oct 2022 16:20:47 GMT

Yup indeed. I'll be here until 8pm at the earliest or 10pm at the latest, depending if I decide to do overtime one last time.

I actually begin 1st November as I'm off work tomorrow due to working this weekend but cheers!