topic Re: No broadband and no phone line for nearly two weeks in Broadband

No broadband and no phone line for nearly two weeks

The_Old_Git — Thu, 19 Sep 2024 18:07:35 GMT

Mine and my neighbours broadband and phone line went out during the storms, nearly two weeks ago.

I had a Outreach engineer come out, unexpectedly, so I was at work and could not talk to him, a day after I reported it.

He managed to run a test from one of my neighbours sockets in their house, and found a fault several hundred metres away underground.

My neighbours service came back on the following day, but mine is still out.

I have been on the chat so many times to try and get it resolved but keep getting the same questions and standard responses, and ultimately getting absolutely nowhere.

I was told three days ago that my case was now in the hands of the complaints team and would receive a phone call from the manager today, needless to say they did not call me.

I, yet again, went on to the chat and they have now said they would call me tomorrow.

It is almost as if they do not believe me and are not taking this seriously, how long does it take for them to actually listen and take action,

This is now way beyond a joke and completely unacceptable, but I am at a complete loss of how to best proceed.

Any suggestion's would be very much appreciated!

Re: No broadband and no phone line for nearly two weeks

Chris-TalkTalk — Fri, 20 Sep 2024 06:11:32 GMT

Hi,

I'm sorry to hear that you're experiencing problems with your service. It does look as though it's been raised to Openreach for investigation, have you hear anything at all from Openreach?

Chris

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Fri, 20 Sep 2024 06:19:06 GMT

Hi Chris

I have not been contacted by anyone, which is the problem and I have no idea what is going on

Re: No broadband and no phone line for nearly two weeks

Chris-TalkTalk — Fri, 20 Sep 2024 06:44:58 GMT

OK thanks. Could you just confirm that it's still not working as there are notes from Openreach yesterday evening saying that an engineer fixed a fault on the line

Chris

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Fri, 20 Sep 2024 06:59:57 GMT

It is still not working.

This appears to be happening a lot with Openreach claiming it has been fixed, even though they have not even checked it within my property

Re: No broadband and no phone line for nearly two weeks

Chris-TalkTalk — Fri, 20 Sep 2024 07:05:18 GMT

Thanks for confirming. I'll let Openreach know that it's still not working. If they want to arrange an engineer visit to your home are you available over the next few days?

Chris

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Fri, 20 Sep 2024 13:45:13 GMT

I am, as long as they let me know a rough time.

Just to let you know that a manager from the Complaints team actually called me today, although I was really struggling to understand him, and he just wanted to check that it was working ok, seriously, this has got to be the worst service I have ever had by any company I have dealt with

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Fri, 20 Sep 2024 13:50:40 GMT

I do hope they work over the weekend, as this is going to run into the 3rd week now without any service.

This is not just money wasted on broadband, but all the streaming services we pay for, absolute joke!

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Sat, 21 Sep 2024 09:43:17 GMT

Just had a call from someone who asked how I was and when I replied not happy that I am still without any service he hung up on me, seriously?

What the hell is going on here?

Re: No broadband and no phone line for nearly two weeks

Chris-TalkTalk — Mon, 23 Sep 2024 08:40:20 GMT

Hi,

Sorry about the delay, I'll try to book the engineer for tomorrow or the day after depending on availability

Chris

Re: No broadband and no phone line for nearly two weeks

Chris-TalkTalk — Mon, 23 Sep 2024 09:14:22 GMT

Just a quick update. I've spoken directly with Openreach, they are escalating this and have requested that we check back on the 26th. If you don't hear anything before Thursday can you bump the thread and we'll check for updates

Chris

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Mon, 23 Sep 2024 09:15:25 GMT

Hi Chris

Apparently they know there is an issue, but have not contacted me at all to update the situation.

Also, there has been someone at home all weekend and will be there today but not the rest of the week, as I was silly enough to think they would actually call

Re: No broadband and no phone line for nearly two weeks

Chris-TalkTalk — Mon, 23 Sep 2024 09:17:43 GMT

I'm sorry it's taking so long, the Openreach desk agent has escalated it so hopefully we'll see some action over the next 2 or 3 days

Chris

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Mon, 23 Sep 2024 09:19:29 GMT

Thursday, seriously, it will then be fast approaching 3 weeks. Is anyone actually taking this serious. Really shockingly bad service.

Do you have a contact email address so I can try and take this issue higher

Re: No broadband and no phone line for nearly two weeks

The_Old_Git — Mon, 23 Sep 2024 09:37:01 GMT

They keep saying it has been escalated, and not sorting it out, so it just keeps dragging on.

Also, l do realise you are reliant on Openreach for repairs, but I pay Talktalk for my services, so expect them to sort it out much quicker than it is taking.

The fact that my neighbours was sorted out in 3 days makes this situation farcical, although they are with BT, which tells me where their priorities lie

Re: No broadband and no phone line for nearly two weeks

Chris-TalkTalk — Mon, 23 Sep 2024 10:19:08 GMT

As you say, we are reliant on Openreach, and the cause of your issue isn't necessarily the same as the cause of your neighbours even though the fault appears to be the same. Usually when Openreach ask us to check back on a certain date they expect the work to have been done by then so I would expect it to be fixed within the next couple of days

Chris