topic Can this be escalated in Billing

Can this be escalated

TimmoT — Mon, 08 Jan 2024 17:04:46 GMT

Can I have an update on REP-13826769 please. Initially reported on 03Jan24.

Last update was on 03Jan24:

"An engineer is on the way to the exchange.

Updated: 15:33 on 03/01/2024

There is an issue with the line providing your connection. An engineer is on their way. They will not need to come into your home"

As a homeworker, I am unable to work until my Broadband is up and running and reliable again.

Has this been escalated, if not, can it be escalated urgently.

Re: Can this be escalated

Debbie-TalkTalk — Tue, 09 Jan 2024 08:01:11 GMT

Hi TimmoT

Apologies for this.

I've checked and I can see that this fault is in hand with Openreach and they have advised that this fault is part of a major service outage.

The engineers are working to resolve this fault and the target fix date is 12-01-2024. I will keep monitoring for additional updates.

Thanks

Re: Can this be escalated

TimmoT — Fri, 12 Jan 2024 12:23:46 GMT

Any update on this? I've been unable to work all week because of this issue. Can you get an urgent update from Openreach please.

Re: Can this be escalated

Debbie-TalkTalk — Fri, 12 Jan 2024 12:29:29 GMT

HI TimmoT

Openreach are still working on this fault and they haven't provided any additional updates at the moment.

As soon as I have further information then I will post back on this thread.

Thanks

Re: Can this be escalated

TimmoT — Fri, 12 Jan 2024 15:10:31 GMT

WiFi working again now.

Re: Can this be escalated

TimmoT — Fri, 12 Jan 2024 22:02:43 GMT

The Wifi is down again. This cannot continue. I am a homeworker who needs a reliable Broadband.

Can you please escalate?

Re: Can this be escalated

TimmoT — Fri, 12 Jan 2024 22:11:03 GMT

This isn't a service I can rely on. I will have to cancel and change service providers.

Re: Can this be escalated

ferguson — Fri, 12 Jan 2024 22:14:58 GMT

The support team wil be off for the weekend now. If you wait until Monday they should be able to update you on the Openreach work.

Re: Can this be escalated

TimmoT — Sat, 13 Jan 2024 15:22:52 GMT

Wi-Fi working again.

Re: Can this be escalated

ferguson — Sat, 13 Jan 2024 15:33:24 GMT

That's good to know. As I said, the support team can check what Openreach have been up to and whether they have sorted the issue from their end.

Re: Can this be escalated

Debbie-TalkTalk — Mon, 15 Jan 2024 08:27:16 GMT

Hi TimmoT

Openreach have now closed the fault as resolved. Has everything been working ok since your last post?

Thanks

Debbie

Re: Can this be escalated

Debbie-TalkTalk — Fri, 19 Jan 2024 08:16:24 GMT

Hi TimmoT

Just to confirm, has the fault been fully resolved?

Re: Can this be escalated

TimmoT — Mon, 18 Mar 2024 19:57:32 GMT

Yes, everything is working again. Can you confirm that I will receive a credit on my bill for the downtime? Where is it?

Re: Can this be escalated

ferguson — Mon, 18 Mar 2024 20:03:53 GMT

I am moving this whole topic to the Billing section where the support team can check on the position regarding compensation.

Re: Can this be escalated

Arne-TalkTalk — Tue, 19 Mar 2024 11:56:41 GMT

Hi TimmoT

I have asked the auto compensation team to investigate,

Once the investigation is complete you will receive an SMS/Email.

Regards