topic Re: Open Reach engineer appointment not booked in Broadband

Open Reach engineer appointment not booked

Bertiebeans — Thu, 07 Nov 2024 07:02:13 GMT

Hi,

I’m hoping there is someone at TalkTalk on here who can please help me. We had a TalkTalk engineer out yesterday to look at our broadband internet. He wasn’t able to fix the issue and said an Open Reach engineer needed to come out and that this appointment would happen ‘automatically.’

I was very frustrated when I checked my account later that day to see that my call had been closed as ‘resolved’ and no such appointment had been made! My internet is still not working!

When I contacted the Support Team last night to try and arrange this appointment, they wouldn’t get off their script and kept trying to run me through all the checks AGAIN! Checks that have already been done twice, including by your engineer yesterday.

I just need an Open Reach engineer appointment booked. Is there anyone who can help? I’m at my wits end with this. Thanks!

Re: Open Reach engineer appointment not booked

Divsec — Thu, 07 Nov 2024 09:22:40 GMT

Hi @Bertiebeans your post has been escalated and you should hear during the day.

Re: Open Reach engineer appointment not booked

Chris-TalkTalk — Thu, 07 Nov 2024 09:34:37 GMT

Hi Bertiebeans'

If you'd like me to book the Openreach engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Open Reach engineer appointment not booked

Bertiebeans — Thu, 07 Nov 2024 10:50:09 GMT

Thank you @Chris-TalkTalkfor getting back to me. I accept the Engineer charges and I am available AM on Monday, Tuesday, Thursday or Friday of next week. Earlier in the week will be better, ideally!

Can I please confirm it will be an Open Reach engineer to check the line outside, as this is what yesterday’s engineer said was required. Thank you!

Re: Open Reach engineer appointment not booked

Chris-TalkTalk — Thu, 07 Nov 2024 11:20:17 GMT

It will be an Openreach engineer visit to your home, but the engineer will check the line too

Chris

Re: Open Reach engineer appointment not booked

Bertiebeans — Thu, 07 Nov 2024 11:22:04 GMT

@Chris-TalkTalk Thank you for confirming. If we can go ahead and book them in, that would be great. Thank you.

Re: Open Reach engineer appointment not booked

Chris-TalkTalk — Thu, 07 Nov 2024 11:23:32 GMT

No problem, I'll book the engineer now and get back to you with the details

Chris

Re: Open Reach engineer appointment not booked

Chris-TalkTalk — Thu, 07 Nov 2024 11:29:42 GMT

Sorry but could you just confirm the name of the account holder, could you add it to the private notes section of your community profile

Thanks

Chris

Re: Open Reach engineer appointment not booked

Bertiebeans — Thu, 07 Nov 2024 11:33:04 GMT

Hi @Chris-TalkTalk I have added the account holder name in the private notes section for you now

Re: Open Reach engineer appointment not booked

Chris-TalkTalk — Thu, 07 Nov 2024 12:28:19 GMT

Hi Bertiebeans,

I've sent you a PM requesting a little more information

Chris

Re: Open Reach engineer appointment not booked

Chris-TalkTalk — Thu, 07 Nov 2024 14:39:39 GMT

Sorry for the delay. I've booked the engineer for Monday as requested - November 11 2024, AM - please let us know how you get on

Chris

Re: Open Reach engineer appointment not booked

Bertiebeans — Thu, 07 Nov 2024 14:46:48 GMT

Thank you so much for sorting this @Chris-TalkTalk - fingers crossed the Open Reach engineer on Monday can finally resolve what’s going on with my broadband!

Re: Open Reach engineer appointment not booked

Chris-TalkTalk — Thu, 07 Nov 2024 14:47:44 GMT

No problem 🙂

Re: Open Reach engineer appointment not booked

Anonymous — Mon, 11 Nov 2024 13:17:20 GMT

Hi @Bertiebeans

How are you getting on?

Thanks

Michelle

Re: Open Reach engineer appointment not booked

Bertiebeans — Mon, 11 Nov 2024 13:19:18 GMT

Hi @Anonymous - unfortunately the OpenReach engineer failed to turn up for the appointment. Very frustrated, as you’d imagine - I had to take a day’s annual leave for this and still no internet. What’s the next step?

Re: Open Reach engineer appointment not booked

Debbie-TalkTalk — Mon, 11 Nov 2024 13:26:24 GMT

Hi @Bertiebeans

The fault is still with the engineer. The engineer may be running late.

We will keep checking the fault ticket for additional updates.

Re: Open Reach engineer appointment not booked

Bertiebeans — Mon, 11 Nov 2024 15:05:56 GMT

Hi @Debbie-TalkTalk - any update? Unfortunately there’s still no sign of the engineer, it’s now 3pm, I think it’s safe to say he’s not coming. *sob*

Can we please arrange for another appointment for this week, if he’s not coming today? A PM (1pm - 6pm) appointment would now be preferable as I’ll have to get family members over to sit in the house - ideally Wednesday 13 November. Thank you.

Re: Open Reach engineer appointment not booked

Bertiebeans — Mon, 11 Nov 2024 17:16:44 GMT

@Anonymous @Debbie-TalkTalk @Chris-TalkTalk

hi, waiting on an update please - engineer hasn’t arrived. Can a new OpenReach appointment please be scheduled for PM (1pm - 6pm) on Wednesday 13 November? Thank you!

Re: Open Reach engineer appointment not booked

Debbie-TalkTalk — Tue, 12 Nov 2024 07:12:22 GMT

Morning @Bertiebeans

I'm really sorry for the delays.

Openreach have advised that the engineer ran out of time trying to resolve the fault externally.

I have booked the engineer visit for Wednesday 13/11 PM (1pm - 6pm) as requested.

Re: Open Reach engineer appointment not booked

Bertiebeans — Tue, 12 Nov 2024 08:26:54 GMT

You’re a star, @Debbie-TalkTalk thanks for booking that in. Will I receive a text message confirming this as it hasn’t come through yet? Thank you!