topic Re: Broadband outage, ticket keeps getting closed in Broadband

Broadband outage, ticket keeps getting closed

Igneous1903 — Mon, 16 Jan 2023 21:27:23 GMT

I have had flashing orange light for almost a week now. My tickets get closed by TalkTalk and it says that my Internet connection is fine. When I speak to support they say that openreach have identified it as a high priority urgent fault which they are working on. But nobody has contacted me from openreach. I work from home and this is causing huge problems. Any ideas?

Re: Broadband outage, ticket keeps getting closed

Skynet_TX — Mon, 16 Jan 2023 21:37:50 GMT

Hi @Igneous1903,

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR add your account number to the ‘private notes’ section if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow to get you an update on what is happening.

Re: Broadband outage, ticket keeps getting closed

Chris-TalkTalk — Tue, 17 Jan 2023 07:06:27 GMT

Hi Igneous1903,

If you still need assistance can you please update your community profile as Skynet_TX has requested

Chris

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Tue, 17 Jan 2023 11:53:05 GMT

Hi, I have updated my profile

Re: Broadband outage, ticket keeps getting closed

Chris-TalkTalk — Tue, 17 Jan 2023 12:31:25 GMT

OK thanks. This has been raised to Openreach and is currently awaiting an engineer to be assigned to investigate. If you don't hear anything by tomorrow evening please let us know and we'll check for updates

Chris

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Tue, 17 Jan 2023 13:13:54 GMT

hi Chris,

Couple of things - why do my TalkTalk support tickets get closed with statements such as "your connection is working fine"? My contract is with TalkTalk and not BT Openreach, so as far as I'm concerned I should still have an open ticket until my broadband is working.

Also is it normal to be told that Openreach have identified an urgent fault but take a week to even take a look at it? Communication has been really poor.

Re: Broadband outage, ticket keeps getting closed

Chris-TalkTalk — Tue, 17 Jan 2023 13:27:42 GMT

I can only see two tickets, the first one was closed by Openreach because of what looks like a system issue. The second is still open and currently with Openreach awaiting engineer assignment. We would expect this to be investigated either today or tomorrow, I'm sorry for the delay,

Chris

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Tue, 17 Jan 2023 13:38:23 GMT

The message I previously screenshotted from support states "a fault within the local exhange is currently being fixed which is marked as a higher priority repair". This doesn't make sense when i am being told that an engineer is waiting to be assigned.

Re: Broadband outage, ticket keeps getting closed

Chris-TalkTalk — Tue, 17 Jan 2023 13:44:40 GMT

Apologies, do you have the screen shot

Chris

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Tue, 17 Jan 2023 14:42:28 GMT

Re: Broadband outage, ticket keeps getting closed

Chris-TalkTalk — Tue, 17 Jan 2023 15:14:33 GMT

Thanks for the information

I can only see one previous appointment raised to Openreach, this was on the 11th and closed by Openreach. Another ticket was raised on the evening of the 15th, this was raised as a non-appointed task as the line test results required this. Openreach generally will investigate within 72 hours of the ticket being raised so I would think if you don't hear anything later this afternoon then you'll hear something tomorrow. They may contact you directly if they need to access your home

Chris

Re: Broadband outage, ticket keeps getting closed

KbeanZ88 — Tue, 17 Jan 2023 19:13:36 GMT

This is currently happening to me. No internet for 7 days, waited for nonappointed engineers to say he “fixed it” to get home and find it’s not fixed.

now my case is with higher up team, who I have to wait to be contacted by

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Tue, 17 Jan 2023 19:20:56 GMT

Thanks for your reply, I am glad I took screenshots of my online chats. I was told it would be definitely fixed after 1 day, then case was closed without telling me, opened a new case and was told they had identified an urgent fault at the exchange. Now being told an engineer hasnt even looked at it. Would be advisable for them to get their stories straight before telling fibs. Worse still I saw the openreach van outside earlier but he drive off as I was getting my shoes on. Maybe it was a mirage though.

Re: Broadband outage, ticket keeps getting closed

Debbie-TalkTalk — Wed, 18 Jan 2023 09:38:44 GMT

Hi Igneous1903

This fault is still in hand with Openreach, it appears that a hoist is required.

I will check on this fault again this afternoon for additional updates from Openreach.

Thanks

Debbie

Re: Broadband outage, ticket keeps getting closed

Debbie-TalkTalk — Wed, 18 Jan 2023 13:43:35 GMT

Hi Igneous1903

There are no further updates at the moment. I will continue to monitor this for additional updates from Openreach.

Thanks

Debbie

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Wed, 18 Jan 2023 16:36:47 GMT

Hi Debbie. Thanks for the reply. Day 8 of this saga and it still hasn't been communicated what the fault is. If a hoist is needed that would suggest they know what the fault is. If somebody could let me know it would be great.

Re: Broadband outage, ticket keeps getting closed

Debbie-TalkTalk — Thu, 19 Jan 2023 07:55:20 GMT

Hi Igneous1903

Openreach have advised that the fault is located at the top of the pole so that's why they need the hoist so they can access the pole and repair the fault.

As soon as I have further information then I will post back on this thread.

Thanks

Re: Broadband outage, ticket keeps getting closed

Debbie-TalkTalk — Fri, 20 Jan 2023 07:04:01 GMT

Hi Igneous1903

The engineer is working on this fault and from the notes left I believe Openreach will make contact with you to arrange a visit to the property also.

Thanks

Debbie

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Fri, 20 Jan 2023 07:37:47 GMT

He called yesterday and said he would call me back with an update once he'dhad a look. Nothing. No idea if he is coming back today. No urgency in fixing the problem. Day 9 of No Internet. Shambolic.

Re: Broadband outage, ticket keeps getting closed

Igneous1903 — Sat, 21 Jan 2023 12:24:18 GMT

Into day 12 without Internet, without communication about a schedule for repair, no idea when it might come back on, completely unacceptable from talktalk and openreach. No offer of 4G router and sim to see us through, no clarity on compensation, what a shambles.