topic Re: How to track a reported fault in Broadband

How to track a reported fault

IdontBelieveIt — Sat, 24 Aug 2024 09:54:16 GMT

How do I track a reported fault?

I'm on my mobile bcos my land-line and broadband were cut off an hour ago.

It was a nightmare finding the page to report a fault but once done the page gave the instruction to "do not leave this page or the fault tracking will fail". It then logged me out due to inactivity...

Thankfully I made a screenshot with the fault ID but now I can only find the pages to report a fault even though the search gives "Report & track a fault".

Re: How to track a reported fault

Debbie-TalkTalk — Mon, 26 Aug 2024 06:31:44 GMT

Hi IdontBelieveIt

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: How to track a reported fault

IdontBelieveIt — Mon, 26 Aug 2024 12:12:16 GMT

Hi Debbie

I have updated my Profile as requested. Anything missing, please let me know.

Re: How to track a reported fault

Karl-TalkTalk — Mon, 26 Aug 2024 12:48:45 GMT

A Fault has been logged to Openreach however there are no updates as yet. This will be delayed because of the Bank Holiday and we can re-check tomorrow.

Thanks

Karl.

Re: How to track a reported fault

IdontBelieveIt — Mon, 26 Aug 2024 13:33:46 GMT

Ok, Thanks.

So how do I track a reported fault?

If I search for "track fault" it finds "Report & track a fault". That link takes me to a page where there is no occurrence of the work "track" on the page. There is only "report".

Re: How to track a reported fault

Karl-TalkTalk — Mon, 26 Aug 2024 13:46:53 GMT

If any updates are sent to our systems from Openreach they may appear within your dashboard under the option to track a fault, but more often we may need to request an update from Openreach as we have access to their system.

Thanks

Karl.

Re: How to track a reported fault

IdontBelieveIt — Mon, 26 Aug 2024 15:06:52 GMT

I have been struggling to find things on the TT website.

I was trying to find the "Dashboard" and by luck, found a drop-down with a link to the Dashboard. Then I realised that the first page after login is indeed the Dashboard.

How would a new user know that the Dashboard page is just that if he didn't notice the link in the drop-down?

I have been using the site since good old Openreach brought down my landline and made my broadband almost unusable on the 24th August and only discovered what the Dashboard is today - hidden in plain sight you might say...

You say that updates "may appear"; there is nothing on my Dashboard about fault tracking - is there nowhere else I can track the fault ?

Would you ask Openreach for an update please. My landline has been out for three days and since then broadband barely works.

Re: How to track a reported fault

Gliwmaeden2 — Mon, 26 Aug 2024 15:14:32 GMT

Not possible on a Bank Holiday, @IdontBelieveIt.

Re: How to track a reported fault

Debbie-TalkTalk — Tue, 27 Aug 2024 06:12:39 GMT

Hi IdontBelieveIt

This fault is still with the Openreach line engineers. I will continue to monitor for updates and I will post back on this thread as soon as I receive further information.

Thanks

Debbie

Re: How to track a reported fault

IdontBelieveIt — Tue, 27 Aug 2024 10:17:42 GMT

Hi Debbie

This is dragging on a bit now. It's the fourth day without a landline. And I'm in tenterhooks as to the next time I will lose screen input like this message when broadband fails. I'm always copying the text just in case the page closes.

How to I check fault status please? I was told below to use the Dashboard, but apart from struggling to find the Dashboard (there is no title on the page), and then when I realised it was the first page on login, I found there is no mention of fault tracking.

I tried the help system and no mention there either.

Re: How to track a reported fault

IdontBelieveIt — Wed, 28 Aug 2024 07:51:17 GMT

What is the Openreach reference for this fault?

Re: How to track a reported fault

Chris-TalkTalk — Wed, 28 Aug 2024 08:25:28 GMT

Hi,

This was assigned to an engineer earlier today and appears to have now been linked to a major service outage. I'll check for further updates later today

Chris

Re: How to track a reported fault

IdontBelieveIt — Wed, 28 Aug 2024 08:59:05 GMT

What is the Openreach reference for this fault?

Re: How to track a reported fault

Karl-TalkTalk — Wed, 28 Aug 2024 13:07:32 GMT

Openreach will never talk directly to a customer and refer you to your provider. the reference number is an internal number for the Openreach system Only and a TalkTalk employee can access this specific reference. You would not be able to use the reference.

Karl.

Re: How to track a reported fault

IdontBelieveIt — Wed, 28 Aug 2024 15:01:11 GMT

How many other households in my area have this outage?

Re: How to track a reported fault

Chris-TalkTalk — Thu, 29 Aug 2024 06:45:12 GMT

Sorry, I don't know. There are no further updates at the moment but I'll check again later

Chris