topic Re: No internet or updates for days! in Broadband

No internet or updates for days!

AlannaA — Wed, 02 Nov 2022 06:54:50 GMT

Hi,

I reported a fault on Sunday and spoke to someone in live chat yesterday. The information on my account hasn't been updated since Sunday. The account said to 'check back in a few days' if I wasn't given an engineer date/time to fix the fault. I checked back and there have been no updates.

In the live chat yesterday, someone said an engineer is working on my fault and it should be fixed by the end of today. I asked if my account would be updated with this information. He said 'yes' and assured me my fault will be fixed. But there is no update on my account, so I don't know if what the person said is right.

I am unable to work from home due to no internet, I am supposed to have a workman visit today, but I can't be there to let him in because I have no internet to be able to work from home. I have an autistic family number who is very frustrated.

I need an honest answer about how long Openreach are taking to fix these faults.

Re: No internet or updates for days!

martswain — Wed, 02 Nov 2022 09:20:55 GMT

I believe 72 hours is the target time for normal faults.

However, if an engineer visit is needed you'll just have to take time off to be there or arrange a suitable adult to let them in.

Re: No internet or updates for days!

Tommyfrench — Wed, 02 Nov 2022 11:04:34 GMT

I’m the same here. Broadband has been down since Friday. My account just says that they are working on it and to check back in a few days. My daughter has work to do for her GCSE’s but can’t log on to the school to do it. It would be nice if they would just give a time frame of when it is likely to be fixed so that we can plan whether we need to take my daughter to a relatives house to get her work done or whether it will be back up and running soon.

Re: No internet or updates for days!

AlannaA — Wed, 02 Nov 2022 18:15:14 GMT

It's so infuriating! Yes I agree that they should at least provide a realistic time frame, so we.know where we stand.

They said I don't need to be in and that an engineer will fit it at the 'exchange'. Maybe it's a standard fault? Who knows? I don't have any further information.

Re: No internet or updates for days!

Skynet_TX — Wed, 02 Nov 2022 19:29:20 GMT

@Tommyfrench I've just posted on the topic you created, if you can add the details to your community profile the support team here may be able to get you an update.

Re: No internet or updates for days!

Anonymous — Thu, 03 Nov 2022 07:43:30 GMT

Hello,

I'm sorry to hear this. Can I just confirm, is the telephone number in your Community Profile correct? Please do not post any personal information on the Community.

Thanks

Re: No internet or updates for days!

Tommyfrench — Thu, 03 Nov 2022 08:07:52 GMT

Yea the number is correct

Re: No internet or updates for days!

Chris-TalkTalk — Thu, 03 Nov 2022 08:21:54 GMT

Hi Tommy,

The question was for the OP, AlannaA

Chris

Re: No internet or updates for days!

AlannaA — Thu, 03 Nov 2022 12:29:55 GMT

Hi Chris, I can't see my number on my profile. How do I check?

Re: No internet or updates for days!

Chris-TalkTalk — Thu, 03 Nov 2022 12:33:11 GMT

Hi Alanna,

It's in your community profile

Chris

Re: No internet or updates for days!

AlannaA — Thu, 03 Nov 2022 14:40:27 GMT

Thanks Chris. I have updated my home number with the new one that TalkTalk gave me.

The phone number I had before was my previous number.

Re: No internet or updates for days!

Chris-TalkTalk — Thu, 03 Nov 2022 14:48:51 GMT

Hi Alanna,

Thanks for updating your profile. This is currently in hand with Openreach, there are no further updates at the moment but I'll check again in the morning

Chris

Re: No internet or updates for days!

AlannaA — Thu, 03 Nov 2022 19:53:35 GMT

Hi Chris,

Yes please check for updates in the morning. Will we get any compensation for the long wait?

Re: No internet or updates for days!

Gliwmaeden2 — Thu, 03 Nov 2022 20:56:27 GMT

After it's resolved, @AlannaA, compensation will be calculated.

There's a grace period of two working days for a company to sort faults, so anything you receive would be calculated from today going forward.

A detailed explanation is given here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

It tends to take a full billing cycle after resolution to show.

Re: No internet or updates for days!

AlannaA — Thu, 03 Nov 2022 22:17:02 GMT

Thank you for that information!

Re: No internet or updates for days!

Chris-TalkTalk — Fri, 04 Nov 2022 07:39:22 GMT

Hi AlannaA,

This is the latest update - Job is scheduled for 04 Nov-22. Please note - This is the current schedule for the task. It is not guaranteed and could be subject to change. The delay has been identified due to heavy workstack in the area. Our team are working to ensure engineer allocation as soon as possible.

I'll check again later

Chris

Re: No internet or updates for days!

AlannaA — Fri, 04 Nov 2022 19:18:45 GMT

Thank Chris,

Yes please check again.

Re: No internet or updates for days!

Chris-TalkTalk — Mon, 07 Nov 2022 07:49:44 GMT

Hi Alanna,

This is the latest update - Job is scheduled for 07 Nov-22. Please note - This is the current schedule for the task. It is not guaranteed and could be subject to change. The delay has been identified due to heavy workstack in the area. Our team are working to ensure engineer allocation as soon as possible.

I'm sorry that it keeps being pushed back, I'll check again later to see if there are any further updates

Chris

Re: No internet or updates for days!

AlannaA — Mon, 07 Nov 2022 13:18:09 GMT

Thanks Chris.

Yes please check for another update.

Re: No internet or updates for days!

Chris-TalkTalk — Mon, 07 Nov 2022 14:55:17 GMT

Hi Alanna,

No updates yet, have you heard anything?

Chris