topic Re: No internet and no phone 12 days in Broadband

No internet and no phone 12 days

Coral3 — Wed, 26 Nov 2025 08:35:06 GMT

Hi, I reported no internet and no landline on the 15th Nov. Was originally told openreach issue at local exchange linked to faulty pr joint. Then told it was a complex fault requiring complex works. Last time I chatted with someone online they couldn't give me an update from openreach. Each time I chat with someone online my account shows fault resolved. Is there anyway to get an update without going through endless line tests and dropped what's app messages where I get booted back to the start?

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 08:52:12 GMT

Hi @Coral3, thank you for reaching out, I'm really sorry for the experience you have had so far. I will look into this for you now, please allow me a few minutes.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 08:54:47 GMT

Please confirm if you're messaging us from home.

Re: No internet and no phone 12 days

Coral3 — Wed, 26 Nov 2025 08:57:38 GMT

Hi @Thabile-TT . Yes from home.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:01:53 GMT

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: No internet and no phone 12 days

Coral3 — Wed, 26 Nov 2025 09:04:02 GMT

No. Sounds like you're gearing up for another line test. Hooray!

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:15:40 GMT

Will you be able to contact emergency services while your services remain impacted?

Re: No internet and no phone 12 days

Coral3 — Wed, 26 Nov 2025 09:12:37 GMT

Yes. Just about. I have a mobile phone that gets intermittent signal. And so far 2 x extra data packages at £16 each. Cost so far to me £32.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:18:52 GMT

Are you able to make and receive calls on your landline?

Re: No internet and no phone 12 days

Coral3 — Wed, 26 Nov 2025 09:20:44 GMT

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:25:47 GMT

I need to contact Openreach to get full details of the outcome of the engineer visit as the notes they have provided are unclear. Please wait while I do this.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:34:55 GMT

We've been advised that the fault requires complex works in order to complete the fix. There are a few reasons that we will have been advised this, including:

Council approval required due to complexity of works - e.g. road closure/temporary lights if underground work is required
Access to a third-party property is required
Equipment to resolve is not immediately available.

If a date is available, we will provide this to you, otherwise please monitor the fault for further updates.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:36:59 GMT

Please note that I'll contact Openreach to find out if this is still the case as I've seen the update hasn't changed from the previous update you were given.

Re: No internet and no phone 12 days

Coral3 — Wed, 26 Nov 2025 09:39:27 GMT

Thanks. This is the same as some previous updates. No timelines.

Monitor the fault: Impossible on Talk Talk site as fault always shows as resolved.

Will I receive compensation for total loss of service?

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:44:01 GMT

If you eligible then yes, I've provided a link below with more information on compensation.

About your auto compensation credit

Re: No internet and no phone 12 days

Coral3 — Wed, 26 Nov 2025 09:44:27 GMT

And yet again I've had an email from talk talk "our engineer has resolved the issue" and "If experience any further issues, please visit My Connection where you can run a line test or to chat with an agent"

So should we start again....ad infinitum.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:45:32 GMT

Please bare with me while I investigate this for you once I have all the information we need.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 09:46:26 GMT

That's exactly what I'm looking into, please bare with me.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 10:04:46 GMT

we will need to run checks one more time as the case reflects as closed, this will determine if another engineer is required or not.

Re: No internet and no phone 12 days

Thabile-TT — Wed, 26 Nov 2025 10:07:10 GMT

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks