topic Re: Damaged external cable in Broadband

Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 13:02:43 GMT

Hi,

Our external cable has been accidentally cut during some works in our garden, so our internet is well and truly down.

We're going to arrange for an engineer to visit regardless, but just wanted to know if we'll be expected to cover costs - I assume so, but wanted to double check. And does anyone know what cost we might be looking at?

Thanks!

Re: Damaged external cable

Chris-TalkTalk — Thu, 19 Oct 2023 13:08:14 GMT

Hi Neleh_123,

There's information here abut engineer charges - Engineer charges - TalkTalk Help & Support

Chris

Re: Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 13:34:26 GMT

Thank you so much! That's not as bad as I was imagining! 😬

Re: Damaged external cable

Chris-TalkTalk — Thu, 19 Oct 2023 14:41:05 GMT

No problem. That is the standard charge if the visit is chargeable. I don't know exactly how much damage has been caused or how much work will be required to fix it but if for any reason there is an additional charge then the Openreach engineer will be able to advise about this when they visit

Chris

Re: Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 14:44:57 GMT

That's really useful - thank you.

What is the best number to call to arrange an engineer?

Re: Damaged external cable

Chris-TalkTalk — Thu, 19 Oct 2023 14:46:47 GMT

We can arrange the engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Thanks

Chris

Re: Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 14:50:28 GMT

Yes please.

Can you email me? It's my partner's account, but I can give you his details too.

Re: Damaged external cable

Gliwmaeden2 — Thu, 19 Oct 2023 14:59:07 GMT

Complete your community forum profile details, @Neleh_123.

Staff will need the account holder's name, so put that, and your landline phone number as well as a fallback mobile phone number.

You need to go via your avatar/name; settings. Personal Information.

In the Private Notes section at the end of that area, add your own contact details. SAVE CHANGES.

Staff won't email you, but you will probably get a Private Message Notification. Reply when signed into the forum, from the message envelope in the profile area, NOT by email.

Re: Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 15:12:27 GMT

Very clear instructions - thank you. However I can't get past the 'About you' section, and can't see anywhere to send a private message - unless it's at the end where I can't get to!

Re: Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 15:13:18 GMT

Sorry, I meant a place to add a private note...

Re: Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 15:27:21 GMT

Is there a number we can call instead?

Re: Damaged external cable

Gliwmaeden2 — Thu, 19 Oct 2023 16:53:31 GMT

Private Notes is at the end of the Personal Information section if you scroll down, @Neleh_123

Just the usual 03451 720088 for customer support, or wait for staff to pick this thread up again tomorrow.

Re: Damaged external cable

Gliwmaeden2 — Thu, 19 Oct 2023 16:57:17 GMT

@Neleh_123, did you actually click on settings?

Not on the first profile option.

Settings shows a drop down menu that starts with login. Choose Personal Information.

Private Notes is at the end of that.

SAVE CHANGES!

Re: Damaged external cable

Neleh_123 — Thu, 19 Oct 2023 16:59:38 GMT

You've been really helpful, thank you! 😊

We've managed to get hold of the technical team.

Re: Damaged external cable

Chris-TalkTalk — Fri, 20 Oct 2023 05:19:27 GMT

OK, if you need any further assistance just let us know 🙂

Chris