topic Re: How do I get OpenReach to re-fix the fault they found previously in Home Phone

How do I get OpenReach to re-fix the fault they found previously

Ian11 — Sat, 30 Dec 2023 10:19:43 GMT

I originally reported a fault with my landline on 22nd December. Open Reach identified the fault as being in their cabinet. I received an email from TalkTalk on the 27th stating Engineer has resolved the fault by changing the E-side pair or at PCP.The fault was fixed by re-terminating jumper in PCP.

However it is not resolved - same symptoms and message on phone (broadband and internet are fine). I replied to the email immediately but have had nor further communication and fault still exists. In addition when I log into my account it says the case is still open. 8 days without landline which this time of year our elderly relatives rely on when trying to contact us. Need this fixed asap. Poor service and communication from TalkTalk.

Re: How do I get OpenReach to re-fix the fault they found previously

KeithFrench — Sat, 30 Dec 2023 11:30:08 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays (therefore no forum staff until Tuesday), but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: How do I get OpenReach to re-fix the fault they found previously

Ian11 — Sat, 30 Dec 2023 13:30:37 GMT

Thank you Keith. This is helpful.

Re: How do I get OpenReach to re-fix the fault they found previously

Chris-TalkTalk — Tue, 02 Jan 2024 08:51:10 GMT

Hi Ian,

Can you just confirm that it's still not working and I'll pass it back to Openreach

Chris

Re: How do I get OpenReach to re-fix the fault they found previously

Ian11 — Fri, 05 Jan 2024 19:55:55 GMT

I had a long conversation (again) with someone on Tuesday who agreed to pass on to Openreach and got a confirmation email that it was being looked into. Now it is Friday and I find this reply. Don't tell me nothing has happened?

No my phone line is still not working. Please pass on to Openreach. Please, please fix this. This is a ridiculous length of time to be without a landline. I shall definitely not be renewing with TalkTalk.

Thank you.

Re: How do I get OpenReach to re-fix the fault they found previously

KeithFrench — Fri, 05 Jan 2024 22:11:56 GMT

I am sorry @Ian11 but no one from TalkTalk's forum support will be on here until Monday now. You should be able to contact the service centre by phone or online chat, which should be able to give you an update.

Re: How do I get OpenReach to re-fix the fault they found previously

Chris-TalkTalk — Mon, 08 Jan 2024 07:35:00 GMT

Hi Ian,

My reply was on Tuesday, before you spoke to the person who passed it back to Openreach. Have you heard anything from Openreach over the weekend? Are you still experiencing the problem?

Chris

Re: How do I get OpenReach to re-fix the fault they found previously

Ian11 — Mon, 08 Jan 2024 13:55:43 GMT

Hi Chris

I have heard nothing. Our landline is still not working, same fault. Anything you can do to chase this on would be much appreciated. I cannot believe that I am not even receiving any updates on the progress to fixing this fault.

Please, please anything you can do to even find out what is happening would be great.

Thanks

Ian

Re: How do I get OpenReach to re-fix the fault they found previously

Chris-TalkTalk — Mon, 08 Jan 2024 14:31:16 GMT

OK thanks. I'll check again in the morning to see if there are any further updates

Chris

Re: How do I get OpenReach to re-fix the fault they found previously

Ian11 — Tue, 09 Jan 2024 21:00:04 GMT

Hi Chris

Still no working phone. Still no contact from TalkTalk or Openreach. Another day without full service ... and counting

Ian

Re: How do I get OpenReach to re-fix the fault they found previously

Chris-TalkTalk — Wed, 10 Jan 2024 12:39:25 GMT

I'm sorry about this. There have been no updates from Openreach so I've raised a new ticket. I'll check for an update in the morning and get back to you

Chris