topic Re: Tracking a fault - need more information in Broadband

Tracking a fault - need more information

Jodis — Fri, 18 Aug 2023 09:22:58 GMT

I've had a fault on my phone since 6 August. Then yesterday a fault with my broadband too.
REP-13234958

I've been on the chat function but I don't know what it happening with the fault. The page just says "an engineer is on the way to the exchange" 6 August. And the generic "This fault is still in progress. We are working to get this resolved for you." which just changes the date each day.

How can I be sure they know my broadband is down too? I do I find out more information. This is very frustrating and far too long to be waiting for something to be fixed.

Why can't this page have more helpful information?
Can anyone on here help?
Many thanks
Modern lives rely on broadband for so much. I don't mind waiting a couple of days but I'm not even sure anything is going on in the background.

Re: Tracking a fault - need more information

Karl-TalkTalk — Fri, 18 Aug 2023 10:33:47 GMT

I've checked directly with Openreach, and there are potentially 5 circuits (lines) affected of a main cable. Dig work is required to access the main cable however as this runs under private land, an A55 form has been submitted - this is seeking permission for Openreach civil engineers to access the cable. They are just waiting for this to be actioned.

I've made a note here of the Openreach fault reference number, if you give us a nudge here after the weekend, we can check for further updates, and if non, we can get in touch with Openreach control and seek more info for you.

Regards,

Karl.

Re: Tracking a fault - need more information

Jodis — Fri, 18 Aug 2023 10:43:19 GMT

Thank you so much Karl.
Why is this information not available on the track your fault page?

Re: Tracking a fault - need more information

Karl-TalkTalk — Fri, 18 Aug 2023 10:59:18 GMT

We here have access to Openreach systems, so we can read through the engineer notes directly for more specific information.

Karl.

Re: Tracking a fault - need more information

Jodis — Mon, 21 Aug 2023 06:02:32 GMT

Hi, any updates on this. All still down.. Cheers

Re: Tracking a fault - need more information

Karl-TalkTalk — Mon, 21 Aug 2023 06:58:11 GMT

Just had a chat with Openreach, this is still with their second stage teams, but is not progressing as it should. The Openreach agent is escalating this for me and has asked we check back for an update on 23rd.

Thanks

Karl.

Re: Tracking a fault - need more information

Jodis — Mon, 21 Aug 2023 07:16:17 GMT

Thank you again

Re: Tracking a fault - need more information

Karl-TalkTalk — Mon, 21 Aug 2023 07:17:01 GMT

You're Welcome 🙂

Regards

Karl