topic Re: Toft Hill Outage in Broadband

Toft Hill Outage

RealPerson! — Wed, 06 Dec 2023 13:22:53 GMT

The cabinet at Toft Hill was flattened by a HGV on Thurs. 30th November, resulting in loss of broadband for TalkTalk customers, Apart from a barrier put around the remains, there seems to be little happening, and it seems impossible to get any information from TalkTalk.

After I called, I got a text with a link so I could "chat" with Sara the digital assistant. No thanks, and besides, I HAVE NO INTERNET.

(I am only able to do this post because a kindly neighbour has allowed me to use their service)

The fault "update" tells me nothing.

All I want is to know exactly what is happening and when our service will be resumed.

Re: Toft Hill Outage

Debbie-TalkTalk — Wed, 06 Dec 2023 13:29:10 GMT

Hi RealPerson!

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: Toft Hill Outage

Debbie-TalkTalk — Thu, 07 Dec 2023 10:27:42 GMT

Hi RealPerson!

Thanks for updating your Community Profile.

I've contacted Openreach and they have provided the below update:

The fault is linked with an outage and the target fix date is 08/12/2023. Kindly review on 11/12/2023 for further updates.

I will keep monitoring this for further updates.

Debbie

Re: Toft Hill Outage

Debbie-TalkTalk — Tue, 12 Dec 2023 07:14:08 GMT

Hi RealPerson!

Apologies for the delay.

Openreach have advised that they are still working on this fault and the targeted fix date is now showing as 15-12-2023.

Thanks

Re: Toft Hill Outage

Debbie-TalkTalk — Fri, 15 Dec 2023 08:35:17 GMT

Hi RealPerson!

Openreach have asked for us to check for further updates on 18/12/23.

Thanks

Re: Toft Hill Outage

Debbie-TalkTalk — Mon, 18 Dec 2023 09:57:16 GMT

Hi RealPerson!

I've contacted Openreach this morning for an update on this fault and they have replied with the below update:

The team are already working on this fault and have provided a targeted fix date of 18-12-2023.

Re: Toft Hill Outage

Debbie-TalkTalk — Tue, 19 Dec 2023 11:03:28 GMT

Hi RealPerson!

The fault is still being worked by Openreach and the date is now showing for 22-12-2023.

Apologies for this. I will keep monitoring for further updates.

Thanks

Re: Toft Hill Outage

Debbie-TalkTalk — Thu, 28 Dec 2023 08:25:03 GMT

Hi RealPerson!

Openreach have now closed the fault as resolved. Is everything working ok now?

Thanks

Debbie

Re: Toft Hill Outage

Debbie-TalkTalk — Thu, 04 Jan 2024 07:56:05 GMT

Hi RealPerson!

Just checking in to confirm if the fault has been fully resolved?

Thanks

Re: Toft Hill Outage

RealPerson! — Sun, 14 Jan 2024 19:43:53 GMT

I have been totally unable to contact TalkTalk in any other way but this. Just send their customers in circles, probably hoping that they will give up.

My query is a simple one. I have been given a credit for the loss of broadband resulting from this incident. I want a breakdown of the credit - how many days and at what rate

I await your reply

Re: Toft Hill Outage

ferguson — Sun, 14 Jan 2024 20:22:21 GMT

Have a look at this help article:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583