topic Re: Not allowed to complain in Broadband

Not allowed to complain

Sloppyservice — Mon, 15 May 2023 11:14:05 GMT

My Internet has been down for 9 days. Every other day, more or less I phone for an update. I'm usually told anything between 24 hours or 2/3 days.As I say, 9 days so far.

Today I wanted to complain. So phoned to do that.

I was told I am not allowed to speak to a manager or complain until an engineer has been!

Lost for words!

Re: Not allowed to complain

Debbie-TalkTalk — Mon, 15 May 2023 11:21:00 GMT

I'm really sorry to hear this.

Apologies you were advised this, I have linked our complaints process below:

Raising a complaint

I have also checked for an update on your fault. It appears cable work is required at the pole and Openreach are working on this. The next update on this fault is due on 16/05 from Openreach.

Re: Not allowed to complain

Sloppyservice — Mon, 15 May 2023 11:33:05 GMT

Thanks for the update!

Re: Not allowed to complain

Debbie-TalkTalk — Mon, 15 May 2023 11:35:56 GMT

No problem. I will check again tomorrow for an update from Openreach and I will post back on this thread with any additional updates.

Thanks

Debbie

Re: Not allowed to complain

Debbie-TalkTalk — Tue, 16 May 2023 11:43:00 GMT

I can see that an update request on this fault was sent to Openreach this morning, we are just waiting on additional information back from Openreach.

Thanks

Re: Not allowed to complain

Sloppyservice — Tue, 16 May 2023 16:00:24 GMT

Thank you for checking

Re: Not allowed to complain

Debbie-TalkTalk — Wed, 17 May 2023 08:38:14 GMT

I have contacted Openreach this morning and they advised that this fault is part of a Major Service Outage and its appears that damage has been caused to the cabinet and pole. - They have provided the following date of 26-05-2023 for work to be completed and asked us to review this again on 29/05/23 for further updates.

Thanks

Re: Not allowed to complain

Debbie-TalkTalk — Fri, 26 May 2023 08:45:43 GMT

Openreach have now closed the fault as resolved.

Is everything working ok now?

Thanks

Debbie

Re: Not allowed to complain

Anonymous — Tue, 30 May 2023 06:11:13 GMT

Morning,

Just checking back in to confirm if everything is now ok?

Thanks