topic Re: Phone line and broadband down in Broadband

Phone line and broadband down

epwilkinson — Mon, 26 Feb 2024 20:40:29 GMT

Hi.

I've lost Landline and therefore VDSL broadband connection. I used the checker on the TalkTalk website and since I reported it the status is unchanged : "we're currently investigating your case"

In the high winds overnight and this morning, a tree came down and took out the local power supply and our phone line somewhere up the road. The power is reconnected, but phone and broadband is not. How come this has not been identified and escalated to Openreach yet as it is clear there is a significant fault on our line. How best to escalate this myself, please?

thanks

Eric

Re: Phone line and broadband down

Karl-TalkTalk — Tue, 27 Feb 2024 06:31:16 GMT

Tests are showing a fault. I'll get this logged to Openreach for investigation.

Check back in 24hrs for an update.

Thanks

Karl.

Re: Phone line and broadband down

epwilkinson — Tue, 27 Feb 2024 17:36:47 GMT

According to the SMS chat I am in, Openreach have repaired the fault and closed my case.

Unfortunately the situation is unchanged - there is no landline dial tone and no broadband signal. Despite power cycling both the phone and router.

Please can this be reopened and escalated.

It was noted that the 2 Openreach vans despatched to the site of the fallen tree which we presume took out the phone line both nicked off at 5pm sharp.

Re: Phone line and broadband down

Debbie-TalkTalk — Wed, 28 Feb 2024 07:32:55 GMT

Hi epwilkinson

This fault is with Openreach and they have advised that the engineers are still investigating this fault.

Further updates should be available on 29/02/24. I will continue to monitor for additional updates.

Thanks

Debbie

Re: Phone line and broadband down

epwilkinson — Wed, 28 Feb 2024 11:40:49 GMT

I have had no contact from Openreach since an initial SMS sent yesterday at 07.31

Re: Phone line and broadband down

Debbie-TalkTalk — Wed, 28 Feb 2024 11:45:46 GMT

Hi epwilkinson

Openreach have updated the fault ticket (on our side) and we can see the notes to advise that the engineers are still investigating this fault and updates should be available on 29/02.

Re: Phone line and broadband down

Debbie-TalkTalk — Thu, 29 Feb 2024 09:53:50 GMT

Hi epwilkinson

Openreach have now advised that this fault should be resolved following work completed by the engineer.

How's the connection/line been since yesterday afternoon?

Re: Phone line and broadband down

epwilkinson — Thu, 29 Feb 2024 13:00:20 GMT

The fault has been fixed- an overhead cable had broken and has been replaced. The speed was better than expected or previously obtained up until I checked last night. Thank you for following up

Re: Phone line and broadband down

Debbie-TalkTalk — Thu, 29 Feb 2024 13:04:59 GMT

Hi epwilkinson

I'm so glad to hear that this fault has been resolved, thanks for letting me know.

If you do experience any further issues then please post back on this thread.

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie