topic Re: No broadband in Broadband

No broadband

Mikey71 — Fri, 19 Jan 2024 20:45:25 GMT

Why does the status dashboard state there's no current problems in my area, when I know there's a whole area out. I've heard nothing from yourselves about this, only from other people that have been told by BT that a local box has been damaged and won't be fixed for 6 days.

Re: No broadband

Gliwmaeden2 — Fri, 19 Jan 2024 21:03:28 GMT

No staff on here before Monday, @Mikey71.

They can look into this issue after that if you complete your community forum profile details. Go via your avatar/name; settings etc.

Re: No broadband

Anonymous — Mon, 22 Jan 2024 07:47:27 GMT

Hi Mikey,

I'm sorry to hear this. I can see that there is currently an outage raised so I've asked the team for an update on this and will post back as soon as I have an update.

Thanks

Michelle

Re: No broadband

Debbie-TalkTalk — Mon, 22 Jan 2024 08:54:11 GMT

Hi Mikey71

I'm sorry to hear this.

I can see that this fault is with the Openreach line engineers. I will contact Openreach for further information and I will post back here as soon as I have an update.

Thanks

Debbie

Re: No broadband

Debbie-TalkTalk — Mon, 22 Jan 2024 10:06:22 GMT

Hi Mikey71

Openreach have advised that the engineers are still working to resolve this fault and the next update is due on 24/01/2024.

I will keep monitoring for additional updates.

Thanks

Re: No broadband

Mikey71 — Mon, 22 Jan 2024 10:55:47 GMT

Ok thanks.

I know it's going to take a while to fix as a car has taken a box out!

I presume we'll get a refund for days since the 18th that we've had no TV or broadband?

Thanks.

Re: No broadband

Gliwmaeden2 — Mon, 22 Jan 2024 11:03:05 GMT

After it's resolved, it takes about a month for automatic compensation to be awarded, @Mikey71.

For total loss of service for landline / broadband. Not specifically for TV.

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

Re: No broadband

Debbie-TalkTalk — Mon, 22 Jan 2024 11:03:56 GMT

Hi Mikey71

Thanks for your reply.

Information on our compensation policy can be found below. This should apply for your total loss of service fault.

About your auto compensation credit

Re: No broadband

Mikey71 — Wed, 24 Jan 2024 12:29:29 GMT

Track my fault still has no update since the 18th and we still have no internet! What's going on? This is awful service, not keeping customers up to date!

Re: No broadband

Debbie-TalkTalk — Wed, 24 Jan 2024 12:42:22 GMT

Hi Mikey71

The next update was due today from Openreach.

I have contacted Openreach again and they have advised that the target fix date is now showing for 25/01/2024.

They have asked us to check back on 26/01 for additional updates.

Re: No broadband

Debbie-TalkTalk — Fri, 26 Jan 2024 13:16:15 GMT

Hi Mikey71

I've contacted Openreach for an update on this fault and they have advised that the completion date is now showing for 29-01-2024.

I will continue to monitor for additional updates.

Thanks

Re: No broadband

Debbie-TalkTalk — Tue, 30 Jan 2024 12:49:55 GMT

Hi Mikey71

Openreach have advised that the next update on this fault will be available on 01/02, I'm sorry for the delays and I will keep monitoring for updates.

Thanks

Re: No broadband

Chris-TalkTalk — Thu, 01 Feb 2024 13:14:38 GMT

Hi Mikey,

The fault has now been cleared and closed by Openreach, is everything OK now?

Chris