topic Phone down AGAIN,😡 in Home Phone

Phone down AGAIN,😡

Granny2Fedup — Mon, 15 Sep 2025 13:11:43 GMT

This is now a JOKE!!

No phone for over a month (last month) with the same fault as last year. Now, off since Thursday with the same fault.😡

I’ve been online to chat for three and a half hours, all you do is go round in one big nightmarish loop asking to check this and check that. I’ve done this over and over and over again, is your phone plugged in, has your phone got power, does it work on another socket, have you tried another phone, want type of socket have you got, can you unplug everything and try the test socket etc, etc, etc. 🤪

Although I told them that last year it was a fault outside the property and again last month and i’ve told them the Open reach engineer told me both times, it is outside in the BT box, I still have to go through this "PROCEDURE".

This could well be a Monty Python sketch !!

And, contact or mention of compensation, although we had no phone for over a month, they are still taking our money from last month, disgusting, daylight robbery. 😡

Re: Phone down AGAIN,😡

nambuso-TT — Mon, 15 Sep 2025 13:14:37 GMT

Hi there @Granny2Fedup I am very sorry to hear that you are having issues with your phoneline, I will look into this for you. Please confirm if you are messaging us from home, where the TalkTalk services are installed.

Re: Phone down AGAIN,😡

Gliwmaeden2 — Mon, 15 Sep 2025 15:02:32 GMT

@Granny2Fedup, it's really helpful if you can reply to staff on here when they reach out to help you, and follow up on the same thread.

You posted previously here:

https://community.talktalk.co.uk/t5/Home-Phone/No-Landline/td-p/3121869 and here:

https://community.talktalk.co.uk/t5/Home-Phone/No-phone-for-over-a-month/td-p/3127351

It's possible for you to find your way back to what you posted and check for replies also in the ACTIVITY area of your profile.

Please do follow up on the forum so that staff can take a closer look.

If the service was out of action for a month, it would take up to another month for automatic compensation to show up as it's calculated from after the problem was resolved. Details are here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_compensation_credit

Re: Phone down AGAIN,😡

kanya-TT — Mon, 15 Sep 2025 16:02:46 GMT

@Granny2Fedup. we will kindly wait for your replay as we are ready to assist.

Kanya

Re: Phone down AGAIN,😡

Granny2Fedup — Wed, 24 Sep 2025 10:43:06 GMT

Hello! All,

Well, It was down for over a month, worked for a week and now it’s been down again for over 2 weeks.

An Openreach engineer came out on the 19th and located fault outside, as I said at the beginning, and said they would be digging a hole sometime this week. ( it’s now Wednesday…no digging yet) 😏

We’ve, heard nothing since. Nothing from TalkTalk or Openreach and certainly no call on the 20th from TalkTalk, as stated in an email.

On the 'track my fault' page, the last thing there is, an engineer will call on the 18th. 🤪

No progress report! we don’t know wether to go out or stay in!🤔

Re: Phone down AGAIN,😡

Mandisa-TT — Wed, 24 Sep 2025 10:59:43 GMT

Hi @Granny2Fedup I'm sorry to hear that you have not received any update from the last visit. I have gained access to your account and I do see that your case is still open and ongoing.

The job has been checked, and it has been determined that work is needed on the complex distribution point side. The complex engineering team will be addressing this issue to ensure it is resolved.

Here are the key details:

An A55 request was submitted on 19 September 2025 at 11:24:19,
The process typically takes 5 working days for the next update, which includes 3 days of planning and 2 days of survey.
During this time, the job will be passed to the complex solution delivery team to resolve the ongoing issue.

These are the notes on the account regarding your ongoing issue.

Re: Phone down AGAIN,😡

Granny2Fedup — Wed, 24 Sep 2025 11:06:54 GMT

😏

Re: Phone down AGAIN,😡

Mandisa-TT — Wed, 24 Sep 2025 11:09:36 GMT

I want to sincerely apologize for the long wait in resolving your issue. I understand how frustrating this can be, your issue will be reviewed on the 29 September 2025, as by that time, the job will be passed on to the second stage complex repair team for completion of the necessary work.

A follow-up has been booked to ensure we keep you updated on the progress.

Re: Phone down AGAIN,😡

Granny2Fedup — Sat, 21 Feb 2026 12:58:45 GMT

This is our way of saying sorry???

Just an update of my experience with TalkTalk.

After telling them for over two month it was in the road, they eventually dug up the road to fix it. 🤣🤣

After having no phone and poor internet for over TWO month, £19.96 is the amount we received, disgusting!!!😡 We pay £55-83 a month 👀. We pay £16 a month for call boost, what ever that is? So, that to me is at the very least, £32 for the non phone service, never mind the poor internet or, as they stated, 'THIS IS OUR WAY OF SAYING SORRY FOR THE DELAY IN FIXING YOUR SERVICE'.🤡😂🤣😂

Not a good result at all. 🤨

Watch this space as the phone has started to crackle now and again…..👀

Re: Phone down AGAIN,😡

Philile-TT — Mon, 23 Feb 2026 07:05:46 GMT

@Granny2Fedup we apologise for the customer services journey that you have had. If you are unhappy with the resolution you have been given on your complaint, please let the complaints team know that you are not happy to close the complaint.

Re: Phone down AGAIN,😡

Granny2Fedup — Sat, 28 Feb 2026 11:49:08 GMT

Hello!

Firstly, I am, absolutely, complaining, on here. The AI gets you nowhere, just round and round in circles.

I don’t don’t think I should have paid anything at all for the poor service for those two months…no phone, poor/slow internet and the very long delay in sorting the problem, running through tests over and over, when the problem was in the road, as I stated from the start.

Secondly, here we are again, no phone, poor/slow internet. I’ve done all the tests, everything unplugged and tested phone in test socket behind the front cover etc, etc, etc. I’ve opened a case and we’ll see how long this takes?

Regards.

Re: Phone down AGAIN,😡

Gliwmaeden2 — Sat, 28 Feb 2026 12:08:45 GMT

There are no support staff on here at weekends, @Granny2Fedup.

Please keep in touch directly with Talktalk for this issue with your phone and broadband.

Staff cannot override the progress of your complaint - please see the Complaints link at the foot of any Talktalk page.

Re: Phone down AGAIN,😡

Granny2Fedup — Sat, 28 Feb 2026 12:08:01 GMT

Thank you for the info.

Re: Phone down AGAIN,😡

Philile-TT — Mon, 02 Mar 2026 07:06:31 GMT

@Gliwmaeden2 thank you for the support.

Re: Phone down AGAIN,😡

Philile-TT — Mon, 02 Mar 2026 07:20:19 GMT

@Granny2Fedup Please refer to the below link for more information about our compensation policy.

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: Phone down AGAIN,😡

Philile-TT — Mon, 02 Mar 2026 07:21:15 GMT

@Granny2Fedup are you currently at home so that we can run checks.

Re: Phone down AGAIN,😡

Granny2Fedup — Tue, 10 Mar 2026 17:51:42 GMT

Quote

'An engineer is on the way to the exchange

Updated: 11:45 on 09/03/2026

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.'

Phone still down.

No phone slow internet, same as before!

13 2 2026 - Started with noise/crackle while having a conversation then, nothing just noise! no update!
Round and round and round we go! 🤪

Quote

'I have checked, and I can see that an engineer has already been booked for your account. Rest assured, it will be fixed by tomorrow, as our engineer will get this sorted for you.'

Re: Phone down AGAIN,😡

Granny2Fedup — Tue, 10 Mar 2026 17:59:12 GMT

That last quote was 11am yesterday.

Re: Phone down AGAIN,😡

Mandisa-TT — Wed, 11 Mar 2026 07:03:04 GMT

Hi @Granny2Fedup I will look into your thread and assist you.

Re: Phone down AGAIN,😡

Mandisa-TT — Wed, 11 Mar 2026 07:13:08 GMT

Hi @Granny2Fedup I'm sorry to hear that you are experiencing internet and landline issue, I will be able to run checks on your line. Please confirm if you are experiencing any issues this morning?