topic Re: No service for over 3 weeks in Broadband

No service for over 3 weeks

lindsayjdeakin — Wed, 09 Aug 2023 09:59:56 GMT

I've had no broadband or landline for over 3 weeks now. I ran a connection test and they said there is a fault on the line from the exchange. I received an engineer update through live chat for work to begin on 24/7/23 to 27/7/23. I did observe openreach working in the location but since then all I keep getting on track my fault is that the fault is still in progress. How long does it take to fix? It's costing us a fortune in buying extra gb from our phone providers. Anyone know how long these things take to be sorted out?

Re: No service for over 3 weeks

Anonymous — Wed, 09 Aug 2023 10:07:19 GMT

Good morning,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: No service for over 3 weeks

lindsayjdeakin — Wed, 09 Aug 2023 10:20:58 GMT

I've updated the information, sorry it's my first time here, I'm still trying to work it all out 🤣

Re: No service for over 3 weeks

Anonymous — Wed, 09 Aug 2023 10:40:02 GMT

Hello,

No problem. I'm sorry to hear that you're experiencing a fault with your service. I can see that the fault was linked to an outage and is currently under investigation with Openreach who are working to resolve the fault as soon as possible. We will continue to keep checking for updates on this fault for you and will post back as soon as we receive an additional update.

Thanks

Re: No service for over 3 weeks

lindsayjdeakin — Wed, 09 Aug 2023 10:45:42 GMT

I appreciate that faults happen and it's upto openreach to fix the fault but I've just received an email this morning with my latest Talk Talk bill for £32. Why am I paying a bill when I've had no service for almost all of the billing period?

I don't think it's very fair to be charging people for zero service.

Re: No service for over 3 weeks

Anonymous — Wed, 09 Aug 2023 10:54:24 GMT

Hi,

I understand and I'm really sorry that this fault has been ongoing for a while. I've included a Help Guide below on our Auto Compensation policy which has some more information.

About your auto compensation credit - TalkTalk Help & Support

Thanks

Re: No service for over 3 weeks

Karl-TalkTalk — Thu, 10 Aug 2023 08:02:03 GMT

Just to add, we have checked with Openreach, this fault has now been manually progressed and assigned to an engineer.

Karl.

Re: No service for over 3 weeks

lindsayjdeakin — Thu, 10 Aug 2023 10:53:32 GMT

Openreach have just been working outside my property and asked if they could come inside to have a look at my equipment. They said the transformer to my router has blown and I will need a new router. Can I get a new router sent out please?

There's still a fault with the landline but they said that might take a while to fix but I should get broadband back with a new router.

Re: No service for over 3 weeks

Karl-TalkTalk — Thu, 10 Aug 2023 11:13:25 GMT

A router has been ordered and is on the way.

Karl.

Re: No service for over 3 weeks

lindsayjdeakin — Thu, 10 Aug 2023 11:25:38 GMT

Thankyou so much

Re: No service for over 3 weeks

Karl-TalkTalk — Thu, 10 Aug 2023 11:27:46 GMT

You're Welcome 🙂

Regards

Karl

Re: No service for over 3 weeks

Anonymous — Tue, 15 Aug 2023 05:57:26 GMT

Morning,

Just checking back in to see how you're getting on?

Thanks

Re: No service for over 3 weeks

lindsayjdeakin — Tue, 15 Aug 2023 09:28:29 GMT

New router did the trick and got my broadband back up and running. Landline still off but openreach did say it could take a while to fix

Thanks for all your help.

Re: No service for over 3 weeks

Anonymous — Tue, 15 Aug 2023 09:30:18 GMT

Good morning,

Thanks for the update. If you don't hear anymore in regards to the voice fault over the next 24-48hrs then please let us know and we can check for an update for you.

Thanks

Re: No service for over 3 weeks

lindsayjdeakin — Thu, 17 Aug 2023 19:44:09 GMT

Just to let you know my landline is now working again.

Thanks for all your help .

Re: No service for over 3 weeks

Karl-TalkTalk — Fri, 18 Aug 2023 06:40:24 GMT

so glad that everything is now working as it should. If you need any further assistance, our team are always here for you.

Regards,

Karl.