topic Re: Local exchange issue in Broadband

Local exchange issue

KbeanZ88 — Fri, 13 Jan 2023 06:30:50 GMT

There is an issues at my local exchange.

My fibre broadband has been down for 2 days, no updates at all.

I had to find this information out, TalkTalk didn’t tell me in the first place. I’m not getting any updates.

Super annoying.

Anyone with similar issues?

Re: Local exchange issue

Debbie-TalkTalk — Fri, 13 Jan 2023 07:12:38 GMT

Hi KbeanZ88

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Local exchange issue

KbeanZ88 — Fri, 13 Jan 2023 07:37:28 GMT

Thanks

Re: Local exchange issue

Debbie-TalkTalk — Fri, 13 Jan 2023 07:52:37 GMT

Hi KbeanZ88

Thanks for updating your Community Profile.

I've completed a line test which has detected a potential fault at the exchange.

I have raised this over to Openreach to be investigated by a line engineer, we should receive further updates within the next 48hrs.

Thanks

Debbie

Re: Local exchange issue

KbeanZ88 — Fri, 13 Jan 2023 18:46:23 GMT

It’s been off since Wednesday. Is there actually any updates on when it will be fixed.

Re: Local exchange issue

Gliwmaeden2 — Fri, 13 Jan 2023 20:53:28 GMT

You may receive automatic updates via text, from TT / Openreach, over the weekend @KbeanZ88, but forum staff are not back before Monday.

Re: Local exchange issue

KbeanZ88 — Fri, 13 Jan 2023 20:56:02 GMT

May, I haven’t got anything yet. I will brace myself for no internet

Re: Local exchange issue

Debbie-TalkTalk — Mon, 16 Jan 2023 07:08:23 GMT

Hi KbeanZ88

I can see that the fault has been assigned to an Openreach line engineer this morning.

We should hopefully have further updates this afternoon.

Thanks

Debbie

Re: Local exchange issue

KbeanZ88 — Mon, 16 Jan 2023 07:17:11 GMT

Thanks,

Re: Local exchange issue

Debbie-TalkTalk — Mon, 16 Jan 2023 07:31:45 GMT

Hi KbeanZ88

No problem and apologies for the delay.

Thanks

Debbie

Re: Local exchange issue

Debbie-TalkTalk — Mon, 16 Jan 2023 13:47:54 GMT

Hi KbeanZ88

I've checked again and this fault is still in hand with Openreach, they have not closed the fault.

I will continue to monitor the fault for additional updates from Openreach.

Thanks

Debbie

Re: Local exchange issue

KbeanZ88 — Mon, 16 Jan 2023 14:55:12 GMT

Thanks

Is there any other updates from them?

No internet for 5 days has been tough

Re: Local exchange issue

Gliwmaeden2 — Mon, 16 Jan 2023 23:19:30 GMT

Once it all gets sorted (eventually) there is compensation for the loss of service, @KbeanZ88.

Take a look at:

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

Worth keeping a record of exactly when you first reported it etc.

Re: Local exchange issue

KbeanZ88 — Tue, 17 Jan 2023 07:55:40 GMT

Oh I know, it went down Wednesday but didn’t get logged until Friday morning

Re: Local exchange issue

Debbie-TalkTalk — Tue, 17 Jan 2023 08:01:11 GMT

Hi KbeanZ88

The engineer yesterday has now passed the fault to an exchange engineer as they believe that the fault is located at the exchange and the line engineer was unable to fix this.

I will keep checking on this today and I'm sorry again for the delays.

Thanks

Debbie

Re: Local exchange issue

KbeanZ88 — Tue, 17 Jan 2023 10:18:38 GMT

I had a phone call from the engineer, he has fixed the issue. I will check when I get home from work.
Will look to get some compensation next

Re: Local exchange issue

Debbie-TalkTalk — Tue, 17 Jan 2023 10:23:59 GMT

Hi KbeanZ88

That's great 🙂 I have also checked the fault ticket and I can see that the engineer has left the same notes - Fault resolved at the exchange.

If you do experience any further issues then please let us know.

This help page has some further information in regards to compensation

About your auto compensation credit

Re: Local exchange issue

KbeanZ88 — Tue, 17 Jan 2023 19:06:16 GMT

Help Debbie, it’s still not working!

spoke to online support who have now given my case to case management team.

7 days!!

Re: Local exchange issue

Debbie-TalkTalk — Wed, 18 Jan 2023 06:50:08 GMT

Hi KbeanZ88

I'm so sorry to hear this.

Both line tests (Openreach) are clear. Is the phone currently connected at the test socket?

The next step will be an Openreach engineer visit to the property as both line tests are now clear.

Re: Local exchange issue

KbeanZ88 — Wed, 18 Jan 2023 07:16:05 GMT

Yes, I’ve not touched it since it got installed it in October